Consumer complaint received 2025-09-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX XX/XX/year> To Whom It May Concern : I am submitting this complaint regarding XXXX XXXX repeated denial of my fraud claim concerning unauthorized ATM withdrawals and point-of-sale charges on my Wells Fargo debit card XXXX XXXX XXXX. 

Summary of Events On XX/XX/year> my phone was stolen. 
Within XXXX minutes, thieves used my phone ( containing my e-debit card information ) to : o XXXX unauthorized XXXX  cash withdrawals of {$1800.00} after changing ATM withdrawal limit ( from {$200.00} to {$2000.00} ) o XXXX of {$4100.00} at a XXXX XXXX XXXX XXXX 
o These transactions liquidated my savings and checking account. 
I reported the theft and unauthorized transactions to Wells Fargo on XX/XX/year>, well within the reporting window required under Regulation XXXX ( Electronic Fund Transfer Act ). 
I filed a police report on XX/XX/year> and called Wells Fargo with the police report number for their review of the fraud on XX/XX/year>. 
The police have confirmed the XXXX XXXX surveillance video shows another individual not me using my phone ( ATM card was in the digital wallet ) to complete the transaction. 
Despite this, Wells Fargo denied my original claim in writing ( dated XX/XX/year> ) Further, Wells Fargo denied my appeal letter ( dated XX/XX/year> ) via a phone call ( XX/XX/year> ) without providing any explanation or supporting evidence though the appeal letter requested the information.

Why This Complaint Is Filed Regulation E caps consumer liability at {$50.00} if reported within 2 business days, or {$500.00} if within 60 days. I reported the theft within this timeframe.

Under 12 CFR 1005.6 ( b ), the bank must prove that I authorized the transactions. The fact that the correct PIN was entered does not prove authorization, especially where police surveillance evidence shows another individual making the purchase. 
Wells Fargo has failed to provide any evidence supporting its denial, which does not meet the requirements of a good-faith investigation.

Requested Resolution Reopen my claim and conduct a full investigation, including review of XXXX  and XXXX XXXX surveillance, police report and transaction records. 
Provide me with all documentation and evidence Wells Fargo relied upon in denying the claim. 
Reimburse the unauthorized withdrawals and XXXX XXXX charge consistent with Regulation XXXX protections. 
Thank you for your prompt attention to this matter. 
Sincerely, XXXX XXXX Account ending in XXXX Exhibits XXXX XXXX. XXXX of Events table showing dates of theft, withdrawals, XXXX XXXX charge, reporting to Wells Fargo, denial letters, and appeal submissions. 
XXXX. XXXX Wells Fargo XXXX XXXX dated XX/XX/year> ( received XX/XX/year> ). 
XXXX. Appeal Letter Submitted to Wells Fargo dated XX/XX/year> XXXX. Second Denial from Wells Fargo XX/XX/year> via a phone call XXXX. Police Report and follow up email from XXXX confirming theft and noting XXXX XXXX video surveillance shows another individual making the transaction.

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