Consumer complaint received 2025-08-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
For 3 months, I have attempted to work with Wells Fargo due to a fraud scheme on my bank account. While yes, my ID and signature are correct on the withdraw forms, I realized the scam timely, went into the Branch in XXXX and spoke with the Branch Manager ( XXXX ). After MONTHS of speaking to Multiple people in multiple different areas of the business, I was able to be contacted by an individual in the executive office named XXXX. XXXX stated she was going to investigate my case, which I believe she did, but she ultimately made the conclusion that Wells Fargo holds no Liability due to my signature matching, regardless of the events that followed. When I asked if my claims held any validity and if information was found to support case. XXXX stated that information is for internal use. To me, this tells me that my word DID hold no validity and the company took the managers word with no reconsideration When I met with the Branch manager ( XXXX XXXX, he was able to see the activity on the fraudulent account in real time. XXXX stated he was going to place a freeze on both my account and the fraudulent account so they both can be investigated. During this time, the fraud department was contacted, with the same information. XXXX placed a freeze on both of my Accounts ( savings and checking ) and created 2 new accounts. XXXX reassured me that I would not need to update all of my autopayments. He stated they would all transfer, this was a question I asked about multiple times to ensure I'm hearing him correctly. This was incorrect information. I experienced multiple {$25.00} charges due to rejected payments, cancelled memberships, and account overdraws. My car payment is an automatic withdraw, and put my account into the negative. My account history is proof that I do not maintain a negative balance. While XXXX was working on my account, my account remained in the negative. Last week, my car payment hit AGAIN, putting my account into the negative at almost {$900.00}. I followed up with XXXX on this banking error. She then closed the account in question, and reassured me via email that the account closure would not hinder any investigation. XXXX Never warned me that the closure of the negative account would prompt the closure of my credit cards. 
After following up, I was told I had an unsatisfactory standing with wells fargo, resulting in credit card closure. 
As it turns out, XXXX did not move forward to submit a freeze on the fraud account. Therefore there was not a freeze on the funds deposited into this account. 
When speaking with XXXX, in the executive office, she stated through investigation she will be able to follow up and the funds would be replaced. ( {$17000.00} ). Upon XXXX XXXX call today, she informed me that there will be no further investigation due to my signature. XXXX disregarded me when I asked questions about the internal investigation and how it was handled. XXXX stated this is internal information. 
XXXX 100 % witnessed the active fraud, he called the fraud department, and the fraud department was also able to see this activity. Neither XXXX nor the fraud department moved forward to start a case, and to free the fraud account. 
With a very small amount of support for Wells Fargo and an extensive amount of information provided from end, I have since lost : {$17000.00} Active XXXX XXXX XXXX XXXX XXXX XXXX corrupt entry into my account Wells Fargo has not taken any responsibility for the actions of their branch manager. There is no accountability from wells fargo. 
All documents supporting my case have previously been updated through the 6-7 concerns I've previously submitted.

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 non-monetary relief