Consumer complaint received 2025-03-11 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: TX

Complaint narrative:
I was trying to pay my XXXX  fee online and I was checking my bank account and noticed there was a withdrawal in the amount of {$1000.00} from an ATM at Wells Fargo on XX/XX/year> at the XXXX XXXX XXXX branch in XXXX, TX at around XXXX. Well, I do not ever use the ATM and I most definitely was not present at this location during the time in question. I always go into bank lobby to do bank business for deposits and withdrawals. Also, the XXXX branch is one I do not frequent. I contacted Wells Fargo customer support that same night as soon as I discovered this issue to inquire. The ATM card has always been in my possession and I do not know how someone else was able to withdraw money from the ATM. A family friend suggested that maybe they cloned it or skimmed it when I do my grocery shopping and errands. The customer service representative, after some questioning, said that I would need to close my ATM card down and that they would investigate the ATM transaction. I waited to receive my new card, but again, I never received it. It looks like I was supposed to receive it the following Friday. I checked my account and it looks like someone else was using my ATM card trying to withdraw money and make purchases around town. Again, I never received the new card, so now I called Wells Fargo again and we suspect that my mail may have been compromised. I asked Wells Fargo to send another new card to a family friend 's address instead after closing down the current one I never received. Most of the charges were denied, with the exception of a XXXX purchase, but many of the attempted withdrawals were also in the amount of {$1000.00}. The bank was finally able to remove the XXXX purchase in the amount of {$8.00} made on XX/XX/year>. These transactions on the new card that I never received in my possession were denied. With regard to the original {$1000.00} transaction on my now closed card, Wells Fargo sent notification that that dispute/claim is denied. I called them to ask them if I could see the ATM/Video footage on the date of the transaction, but they said I would need to file a police report before I could view the footage. I went to downtown and filled out a police report and after I was able to get a copy, I took it back to the branch to show them I brought it and they then said I was unable to view the footage after they called management. So a thief stole {$1000.00} from my account from their ATM and they are not willing to provide any physical proof with regard to my dispute/claim proving that I was not the individual that made that transaction. So now, I'm in plans to migrate to another bank. Wells Fargo has not been helpful or forthcoming with explaining or making whole their customers with regard to allowing fraud and theft such as this occur at their ATMs. I've spoken to some of the bank employees and managers, and it seems I get the runaround and never any meaningful assistance to recover my {$1000.00}. I most likely will not be doing any further business with them in the future. It appears they don't care who steals their customer 's money. I live on a menial fixed income and {$1000.00} is what I use to pay the rent and the bills. Everything I have documented is on my bank statements for the amounts and dates I did the initial contact with regard to this theft/fraud. ( I had a family friend write this explanation as XXXX is not my primary language. ) Regards, 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