Consumer complaint received 2026-07-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
To whom it may concern, I am submitting this complaint because I believe Wells Fargo improperly denied my claim for an unauthorized ATM withdrawal despite the circumstances demonstrating that I was the victim of fraud. On XX/XX/year>, I was contacted by an individual impersonating a Wells Fargo representative. During this sophisticated scam, I was deceived into providing my debit card PIN. However, I NEVER provided my debit card, NEVER shared my debit card number or other card information, and my physical debit card remained in my possession at all times. At no time did I authorize anyone to withdraw funds from my account. After discovering the unauthorized withdrawal of {$7000.00}, I contacted Wells Fargo on XX/XX/year>, to report the fraud. The Fraud Department denied my claim. I then visited a Wells Fargo branch to escalate the matter, branch manager XXXX XXXX assisted and filed a police report, case # XXXX. My claim was reviewed again by Wells Fargos escalation team and was denied a second time. On XX/XX/year>, Wells Fargo provided documentation stating that the cash withdrawal occurred at a Wells Fargo ATM and that the correct PIN was entered. I do not dispute that the transaction records reflect the use of my PIN. However, I dispute Wells Fargos conclusion that this alone means the transaction was authorized by me. I was the victim of a scam. Although I mistakenly disclosed my PIN after being deceived by someone posing as a Wells Fargo employee, I never authorize a withdrawal from my account. I promptly reported the fraud once I became aware of the unauthorized transaction and fully cooperated with Wells Fargos investigation. My concern is that Wells Fargos investigation appears to have relied primarily on the fact that the correct PIN was used without adequately addressing the overall circumstances of the fraud. Specifically, I maintained possession of my physical debit card at all times and never provided my debit card or its information to anyone. The denial letters provide conclusions but do not meaningfully explain how Wells Fargo determined that I authorized this transaction despite these facts or what evidence supports that conclusion. In addition, during my communications with Wells Fargo, I received different explanations regarding how the ATM withdrawal occurred. At various times I was told : the transaction involved my physical cards EMV chip ; the transaction was completed using a digital wallet ; and the transaction was completed using tap. These are different transaction methods. Why did I receive conflicting information? Also, I was informed that funds from my savings to checking account were transferred by telephone. When I asked Wells Fargo whether the transfer occurred through an automated telephone system or with a live representative, I was told they could not answer that question, they were unsure. I believe Wells Fargo should be able to determine how the telephone transfer occurred and provide that information. I respectfully request that the CFPB review whether Wells Fargo conducted a reasonable investigation and complied with its obligations under the Electronic Fund Transfer Act and Regulation E. I also request that Wells Fargo be required to provide a complete explanation of the evidence supporting its decision and reconsider my claim based on the full circumstances of the fraud. Sincerely, XXXX XXXX

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