Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
To the Consumer Financial Protection Bureau, I am submitting this complaint regarding Wells Fargo Banks handling of a clear identity theft and fraud case, and their failure to protect my accounts or properly investigate unauthorized transactions. 

Someone stole my identity and opened an online Wells Fargo checking account using my name without my knowledge or consent. I never received any confirmation email, alert, or notice that a new checking account had been opened under my name. 

On XXXX XXXX, 2025, the scammer made unauthorized withdrawals of {$10.00} and {$25.00} from this account. I was unaware of these transactions at the time, and no fraud alert or report was generated by the bank. 

On XXXX XXXX, 2026, the scammer transferred funds from my legitimate Wells Fargo savings account into the fraudulent checking account in the amounts of {$500.00}, {$600.00}, {$2500.00}, and {$2600.00}. That same night, around XXXX XXXX, the scammer withdrew over {$6000.00} via ATM withdrawals in Chicago US bank. 

During this time, I received multiple automated emails from Wells Fargo stating that the scammer entered the wrong PIN and that ATM withdrawals were declined. Despite these repeated failed PIN attempts, Wells Fargo did not freeze the account, did not block the ATM card, and allowed the scammer to continue making nearly 77 ATM withdrawal attempts until the funds were depleted. 

I contacted Wells Fargo immediately when they opened on the morning of XXXX XXXX, 2026. A fraud claim was filed that day, and I was told to wait 10 business days. I later received a letter stating there was no fraud related to the checking account, and the claim was closed. 

I visited Wells Fargo branches multiple times and called customer service nearly every day. Each time, I was asked the same questions and told to wait another 10 business days. On XXXX XXXX, 2026, I was informed that the claim had already been closed. The banker on the phone closed the my existing saving account, opened the new one, I dont really understand the purpose of this. When I asked the banker where did they send the physical checking account, the banker refused to let me know the address. 

When I returned to the branch, the fraudulent checking was still on my account, according to the banker. The Banker printed 8 pages ATM withdraw document to me. The manager stated this was ATM fraud and re-opened a claim only under ATM fraud, without addressing the fraudulent checking account or identity theft. I was told Wells Fargo had already completed an investigation and found no fraud, and was advised to file a police report. 

Wells Fargo has failed to : Prevent or stop obvious fraud after repeated failed PIN attempts Investigate the identity theft and fraudulent account opening Provide a consistent or transparent claims process Protect my funds as required under federal banking and consumer protection laws I am requesting : Full reimbursement of all unauthorized transfers and ATM withdrawals A proper investigation into the identity theft and fraudulent account opening Written documentation of Wells Fargos investigation findings Correction of any records associated with the fraudulent checking account Thank you for your assistance in holding Wells Fargo accountable. 

Sincerely, XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief