Consumer complaint received 2024-11-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
On XX/XX/2024, I was informed that my claim regarding a fraudulent XXXX payment was denied because Wells Fargo found that I authorized this payment. 

For background, on XX/XX/2024, at around XXXX XXXXXXXX, I received an email notification that I XXXX  XXXX XXXX {$3000.00} from my Wells Fargo savings account. I do not know anyone named XXXX XXXX nor was I initiating a XXXX payment from my account at that time. As a result, I immediately ( within minutes of receiving this email ) called Wells Fargo to report this fraudulent XXXX payment and indicated that I did not know this person and was not intending to initiate a XXXX payment and/or transfer funds to XXXX XXXX and/or any other person. Moreover, I indicated that I have never given anyone my account information, login information to my online banking account, or given anyone my pin to my debit card. I spoke to a representative and expressed concern that this person clearly has unauthorized access to my savings account and presumably my other accounts. As a result, my online banking was frozen and my savings account was closed. A claim was opened regarding this XXXX payment. 

In addition, I filed a police report reporting the aforementioned incident. I stated, verbatim, I do not know this person and did not authorize and/or consent to this payment in any way shape or form, including, but not limited to, the recipient, amount, initiation of payment, and/or transfer of funds all together. I have attached a copy of my police report for your reference. Notably, I am a licensed attorney and fully aware that falsifying any information in a police report is a serious offense. 

To be very clear, I absolutely did not authorize this XXXX payment. To reiterate, I do not know this person, did not give them access to my account, have never provided anyone with my Wells Fargo login information, did not authorize anyone to send a XXXX payment through my account or devices on XXXXXXXX XXXX on XX/XX/2024 ( or any time before and/or after this date and time ), and am completely unaware how this person was able to gain access to my account ( s ) and the funds therein. I am unsure if they hacked my account or devices ( phone, computer, etc. ) in order to make this payment. 

I am not quite sure how this could be considered an authorized payment especially given the circumstances surrounding said payment, namely : ( 1 ) the fact that I have never zelled this person before ; ( 2 ) I have never zelled anyone from my savings account where the majority of my funds are held ; ( 3 ) I immediately reported this fraudulent transaction ; ( 4 ) said person XXXX  themselves the daily limit for this account ; ( 5 ) I have never made a XXXX payment with that high of an amount ever ; and ( 6 ) I filed a police report regarding the incident.

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 explanation