Consumer complaint received 2025-05-23 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: GA

Complaint narrative:
On XXXX XXXX I traveled with my partner to XXXX and the same night I got robbed on the XXXX 2 blocks near the hotel we were staying ( habitat hotel ) was close to the airport because we had a connection next morning at XXXX XXXX We start making phone calls around XXXXXXXX XXXX and looking for the international numbers to call all my credit cards and bank, Saturday first time in the morning we finally contacted Wells Fargo Bank and I spoke with a representative, I told him what was going on, I told him I got robbed, I was outside the country, and they had my phone, my cards, my wallet, my ID he said he was sorry, and he will proceed to block my Wells Fargo card, in that moment he also told me that he see some suspicious transactions and they were trying to contact me. I told him again I dont have a phone, so when I asked what was that transactions he said he couldnt tell me because he has to verify my identity, that he will send me some codes by text message, I told him many times that I dont have a phone because it was stolen! Well, he said whenever I go back home, I should go to a branch and verify my identity to help me more. But he proceeded to block my Wells Fargo account, so I was calm in that moment. I proceeded to call my other banks for my credit cards because everything was on my phone and wallet. It wasnt until next day, Sunday XX/XX/XXXX, that my young cousin ( my legal child ) who has a joint account with me in Wells Fargo called me to tell me that his account was in XXXX when he had around XXXX $ He said looks like they still doing transactions because they XXXX from his account all his money to my account, I told him I will call again and ask, but I told him to also call from his side ( he was with his mom for spring break also outside the country ) and they both called to make sure the bank also block his account and know what was going on. He report also by his said as soon as possible When I call again on Sunday they told me yes, it was a red flag, BUT in this moment they told me all the transactions and by my surprise they took all my money from my checking account! I told them I call already the day before to reported stolen, and they were like yes, but I just block my card, that I didnt block the on line banking!? I was like what? I dont know what they were talking about, for my i called my Wells Fargo bank reported stolen and that was it. So since that day everything has been a nightmare, trying to contact the bank, go to the brunch. They finally verify my identity when I was back home, I had to do many claims, for the XXXX transactions of {$4000.00}, for wire transfers of XXXX XXXX for XXXX $ transfers to a XXXX  XXXX checking account under my name that I didnt open ( I already spoke with XXXX XXXXXXXX about it ) all this XXXX and transfers to people I dont know, and when finally I was able to get on my laptop at home. I went to my XXXX on trash mail I was able to see that the people who got my phone. Add people for the transfers, unable my find me on XXXX, change my XXXX ID, change the biometrics sign in on my Wells Fargo app, and many things more .All this so fast. Wells Fargo already denied twice this claims, they just said everything was authorized, I just told the how I can authorized if they got my phone and XXXX! Of course it couldnt be me! They never asked me for proof or anything. They just denied. In one of the many phone calls one lady told me that she feel sorry, that probably was a mistake of the first customer service representative who i spoke with because of I reported stolen he supposed to flag everything not just block my card, but she said they wont refund me, and I should take legal action. I dont think all this should be happening because they let them go all the way to take all my money. Right now the bank is calling me because my account is XXXX $ and they want me to pay. I dont understand how they let all this transfers happening when I report my card stolen on XXXX and they let the transactions go all the way probably till I got back to XXXX XXXX XX/XX/XXXX and had my appointment on XX/XX/XXXX on wells Fargo branch for them to verify my identity. That I had to use my XXXX passport because I didnt have my XXXX  driver license.

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 monetary relief