Consumer complaint received 2024-06-25 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/year> I received a phone call from Wells Fargo XXXX XXXX XXXX XXXX phone record - XXXX  XXXX ) stating my account had unauthorized charges in XXXX XXXX XXXX, Utah. WF was wanting to see if these charges were made by me. I had informed them that the charges were fraudulent and to please decline them. After doing so they were able to see on my account that during the duration of XXXX I had received 3 new cards due to fraud. WF let me know I had the ability to obtain more security on my account, they then transferred the call to another representee that informed me that my account information was Linked to a " XXXX 's XXXX '' and asked me to change my XXXX id password. During this phone call the details of my account were being changed without my knowledge ( see attached screenshots of emails sent without notifications ) Including Increasing my daily spending limit and unauthorized money transfers. During the duration of this phone call, I never provided WF with a username, Password, Account or routing number. I was instructed to put money in my XXXX wallet XXXX. XXXX something cents - The total of this amount was beyond what I had in both of my checking accounts combined. After I did so the call with WF was disconnected. I then Immediately called the number on the back of my card to ask if I still had money in my account in which they informed me there was a {$6000.00} charge being processed on my checking account ( again more than I had available ) and a {$3000.00} Cash advance on My CC. I then disputed these charges immediately XXXX minutes after the incoming phone call took place. The following Saturday XX/XX/year> I went to my local branch to ensure the dispute was submitted and was told it was, the ladies at the local branch then directed me to put a stop payment on the charges in which I did on that day. On XX/XX/year> I submitted a fraud claim, 3 days later XX/XX/year> I was made aware that the payments were processed. I then received a response from WF stating the transactions were made by me, so I went to my local branch to submit a claim to the executive office also known as " the escalation team ''. Today is XX/XX/year> this morning was my 3rd time submitting my case for re-review with the escalation team. Not a single person has tried to call me to ask me about the events that had taken place. Today when I got my 3rd denial letter I called and spoke to a woman named XXXX  I asked her several questions none of which she had answers to, those questions being " if I never provided WF with any of my account information how did they know exactly how much money they could take out of my account '' and " how were they able to change my account settings and up my daily limits without my knowledge or permission ''. XXXX then informed me she would be submitting my case for re review once again. Wells Fargo failed to protect me and is taking XXXX accountability for the matter. I am XXXX XXXX XXXX I worked hard for my savings, and I am completely devastated by my financial freedom being taken away from me by a large corporation that refuses to make this right.

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