Consumer complaint received 2024-06-10 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: FL

Complaint narrative:
Hello. I am hearing impaired and it seems nobody can understand that nor wants to help me. I was given the wrong email and as you can see I tried to report my Fraud to you but per this email it was the wrong department. I tired using XXXX relay but the person answering the phone kept hanging up on the XXXX operator. This is clearly something the ADA Americans with disabilities act would not be happy about to say the least. I am forwarding the email I sent to the wells fargo address below and will copy paste my Fraud Dispute along with supporting documents.

Wells Fargo Bank Attention : Dispute Resolution Department Dear Dispute Resolution Department, Re : Unauthorized Fraud Transactions on Debit Card Account Pursuant to the Electronic Fund Transfer Act ( EFTA ) and the Truth in Lending Act ( TILA ), I am writing to dispute the unauthorized fraud transactions on my Wells Fargo debit card account. Due to my hearing impairment, I am unable to communicate with your representatives by phone and must rely on written correspondence. 

On XX/XX/year>, while I was recovering from hip XXXX at my residence, I noticed that my email spam folder contained several emails from Wells Fargo alerting me to potential suspicious activity. Upon reviewing my email account, I discovered that thousands of dollars had been withdrawn from my account without my authorization. I immediately logged into my Wells Fargo account and noticed the unauthorized transactions. At that time, I took immediate action to lock the card from further use to prevent any further unauthorized transactions. 

Notwithstanding the emails sent to my spam folder alerting me to the potential suspicious activity, Wells Fargo continued to allow daily withdrawals of {$1000.00} via ATMs from XX/XX/year>, to XX/XX/year>. Furthermore, an email in my spam folder indicated that a wrong PIN number was used. It is unclear why Wells Fargo failed to take action to prevent these unauthorized transactions despite the unusual activity and wrong PIN attempt. Specifically, I am unclear why Wells Fargo continued to permit daily withdrawals of {$1000.00} until my balance was reduced to approximately {$300.00}. 

Prior to XXXX XXXX XXXXXXXX, the only transaction made on my card was at XXXX XXXX on XX/XX/year>, for {$64.00}. The subsequent transactions include eight ATM withdrawals of {$1000.00} each on XXXX XXXX XXXX and a charge for {$41.00} on XX/XX/year>, from XXXX XXXX XXXX, which is not authorized. 

Today, XX/XX/year>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. During our stop at a gas station, we noticed a print-out sign with photos warning customers about devices that had been found attached to the gas pumps. These devices were capable of stealing customers ' card information and PIN numbers. I have attached copies of the photos as evidence. 

I respectfully request that you : 1. Dispute the unauthorized transactions and reverse the charges in accordance with Regulation E ; 2. Issue a new debit card to my address on file ; 3. Conduct any necessary investigations to prevent similar incidents in the future; Please acknowledge receipt of this letter and notify me of any further actions or procedures required. As I am hearing impaired and do not have access to a phone or other means of communication, please respond to me via email.. 

Thank you for your prompt attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Attachments : * Copies of photos showing the devices attached to gas pumps Area * Document of your XXXX XXXX XXXX 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 explanation