Consumer complaint received 2024-06-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
I filed a fraud claim with XXXX XXXX on XX/XX/XXXX. This fraud claim consisted of XXXX total transactions, with an amount of {$XXXX}. The transactions and posted dates are as followed : XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$XXXX} ) -- -- - XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$XXXX} ) -- -- - XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$XXXX} ) -- -- - XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$1000.00} ) -- -- - XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$XXXX} ) -- -- - XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$XXXX} ) -- -- - XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ATM ID XXXX CARD XXXX ( {$1000.00} ) -- -- - XX/XX/XXXX : ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$XXXX} ) -- -- - XX/XX/XXXX : PURCHASE AUTHORIZED ON XX/XX/XXXX RAISING CANES XXXX XXXX XXXX NV XXXX CARD XXXX ( {$XXXX} ) -- -- - These fraudulent transactions were taking place in XXXX XXXX, Nevada and I live in XXXX, XXXX. I made this clear to the agent who was filing my fraud claim and I was told that XXXX XXXX would properly and thoroughly investigate these charges due to the severity & amount of money in this fraud claim, I was told that my claim should have a resolution in XXXX business days. Unfortunately XXXX XXXX did not properly and thoroughly investigate these charges and wrongfully denied my claim. -- -- - A day after I filed my claim ( XX/XX/XXXX ), I provided XXXX XXXX with the following : XXXX. An attendance sheet from my XXXX XXXX XXXX XXXX XXXX XXXX XXXX is located in XXXX, Arizona and my Professor is mandated to track attendance as many students use XXXX XXXX XXXX XXXX XXXX  ), students such as myself can not miss more than XXXX classes otherwise they are dropped from the course and theXXXX XXXX is revoked. This is to prevent individuals from utilizing XXXX for their own personal gain and to ensure they utilize it for the intended purpose which is to fund their academic endeavors. This is very important information as it emphasizes the importance of attending my classes otherwise I would have been dropped from the class. The attendance sheet clearly showed that I attended class on the dates of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, / XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( These classes were every Tuesday & Thursday, XXXX p.m. - XXXX p.m. ). I thought that this information would help XXXX XXXX investigate my claim because it establishes that I was located in XXXX while these fraudulent transactions were taking place. -- -- - XXXX. A XXXX from my employer for the dates of XX/XX/XXXX - XX/XX/XXXX : My job is located in XXXX, Arizona and I am typically at work from XXXX a.m. - XXXX p.m.. I thought that this information would be beneficial to WXXXX XXXX  as it establishes that once again, I was located in XXXX, Arizona at work while these fraudulent transactions were taking place. -- -- - My schedule throughout the days that these fraudulent transactions took place consisted of me going to work from XXXX a.m. - XXXX p.m. and then going straight to class from XXXX p.m. - XXXX p.m., all within Arizona. -- -- - On the date of XX/XX/XXXX I received a voicemail from XXXX XXXX XXXX department, the XXXX named XXXX had stated " Hi this is XXXX from XXXX XXXX claims department contacting you because you filed a claim and we need more information ''. I had already provided all the information I could to XXXX XXXX  ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX 's Timesheet ). -- -- - On the date of XX/XX/XXXX my claim was wrongfully denied, therefore I called XXXX XXXX  to ask why my claim was denied and they simply stated " You will receive a letter in the mail ''. I then decided to appeal the wrongful claim decision made by XXXX XXXX  and once again provided them with all the information I could to their email " XXXX '' the information I provided was once again XXXX XXXX XXXX XXXX and My Employer 's XXXX. Note : I provided XXXX XXXX  with the information above twice so far, on XX/XX/XXXX & XX/XX/XXXX. -- -- - On the date of XX/XX/XXXX I received a call from XXXX XXXX XXXX department, the XXXX named XXXX stated " Hi this is XXXX from XXXX XXXX  claims department contacting you regarding the claim, as you know it has been denied, once we do receive the documents that you stated you'll be providing I will review the documents and then review your claim and if we do find any additional information that supports anything other than a denial then I will give you a call back and let you know that the claim will be overturned, otherwise the claim is denied ''. This phone call establishes that XXXX XXXX  had never reviewed the important information I previously shared with them on the dates of XX/XX/XXXX, and XX/XX/XXXX and instead decided to wrongfully deny my claim despite not reviewing the important documents I provided. -- -- - On the dates of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I consistently contacted XXXX XXXX to ensure that they have received the documents that I previously sent over to XXXX. Each time I contacted XXXX XXXX, the representative that I would speak to would tell me the same thing such as " We have not received anything, contact us back in XXXX business days to check again ''. On the date XX/XX/XXXX I contacted XXXX XXXX once again, I got the same response as I previously had, which is that they have not received anything yet and to call back in XXXX business days to check again. It seems as if XXXX XXXX was attempting to avoid any information that would overturn the wrongful decision that they previously made regarding my claim. I began to get more persistent with the XXXX XXXX representative and requested an alternative method of providing XXXX XXXX  with the documents & information listed above XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The representative that I spoke to on the date of XX/XX/XXXX stated that I can FAX any information & documents I have to their FAX number ( XXXX ) XXXX ( I was previously not informed they had a FAX number in my previous phone calls with XXXX XXXX  ). -- Once I was informed that XXXX XXXX had a FAX number that I could send my documents & information to, I immediately sent everything over. I waited a couple days before contacting XXXX XXXX XXXXo lessen the likelihood of me hearing the same thing which is We have not received anything yet, contact us back in XXXX business days to check again. Therefore I contacted XXXX XXXX on XX/XX/XXXX to ensure that they received the documents & information that I had FAXED over to them on XX/XX/XXXX. The representative had told me that they only received some of the documents that I FAXED over and that I should contact them in XXXX business days to check again. I contacted XXXX XXXX XXXXgain a day later on XX/XX/XXXX to ensure that theyve received all the documents & information I provided through FAX, the FAX I sent over consisted of XXXX pages in total. These XXXX pages consisted of a letter to XXXX XXXX  precisely explaining why the fraudulent atm transactions were indeed fraudulent, XXXX XXXX XXXX XXXX from my Professor, My Employers XXXX, along with XXXX transactions that had been made on the same day ( XX/XX/XXXX ), YET IN DIFFERENT STATES ( XXXX was made in Nevada, the other was made in Arizona ), AND DIFFERENT METHODS OF PAYMENTS ( XXXX used the physical debit card and the other used XXXX  XXXX ). The fraudulent ATM transaction that I did not authorize was made in Nevada using my physical debit card. The other transaction which I did authorize was made in Arizona using my XXXX XXXX which was on my mobile phone. Although I only included XXXX transactions that were made on the same day yet in different states using different payment methods, there were actually XXXX total transactions made on the same day in different states using different payment methods. The XXXX transactions mentioned above are as followed : -- PURCHASE AUTHORIZED ON XX/XX/XXXX XXXX 'S XXXX XXXX AZ XXXX CARD XXXX ( {XXXX0} ) - PURCHASE AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX AZ XXXX CARD XXXX ( {XXXX  ) -- -- - ATM WITHDRAWAL AUTHORIZED ON XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX ATM ID XXXX CARD XXXX ( {$1XXXX} ) -- As you can see above, XXXX total transactions were made on the same date yet in different states the first XXXX transactions were made in XXXX, Arizona which is where I live. The third transaction listed was made in XXXX, Nevada which is not where I live. I authorized the first XXXX transactions listed ( {$XXXX XXXX XXXX} ) and used my XXXX XXXX as the payment method, this is even shown on XXXX XXXX XXXX app as Transaction Method : Digital Wallet Tapped. I did not authorize the third transaction listed above ( {XXXX0} ) nor did I authorize the other XXXX transactions within the claim, all of the transactions within the claim utilized the physical card. This is even shown on XXXX XXXX XXXX app as XXXX XXXX : XXXX XXXX. Despite this clearly suggesting suspicious activity on my debit card, XXXX XXXX failed to notify me on this suspicious activity and this failure to notify me has resulted in XXXX XXXX allowing unauthorized transactions totaling {$XXXX  and they want me to be held responsible for their lack of customer banking security. I did not authorize anyone to use my physical debit card and I did not authorize any transactions within claim number : XXXX. -- It is extremely unfortunate the extent that I need to go to in order to have XXXX XXXX  properly & thoroughly investigate these fraudulent charges, and furthermore the extent that I need to go to in order for XXXX XXXX to overturn their wrongful decision of denying my claim. I understand that XXXX XXXX has had its incidents in the past of not doing right by their customers ( Such as Cross-Selling Scandal ) yet I never thought that I would be a victim of such a thing. -- I have been trying since XX/XX/XXXX to recover my funds and XXXX XXXX has not only been of no use or helpfulness but has also hindered and prevented me from recovering the funds that were taken through unauthorized fraudulent transactions. I will continue to fight and I have seeked legal counsel yet I would not like for this situation to go that route. I will report to the XXXX and continue to file complaints with the XXXX until XXXX XXXX  properly & thoroughly investigates my fraud claim which would ultimately overturn their wrongful decision of a denial. Although I have filed a XXXX complaint on the dates of XX/XX/XXXX, XX/XX/XXXX. XX/XX/XXXX, and XX/XX/XXXX my voice and issues have not been truly heard by XXXX XXXX. They are a terrible bank and they XXXX over their customers.

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