Consumer complaint received 2024-12-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Dear XXXX, I am writing to urgently seek your help regarding a nightmare situation involving unauthorized transactions and fraud that drained my account back in XXXX. Over a short period of time, around {$25000.00} was taken from my Wells Fargo checking account without my authorization. Despite my constant efforts to resolve the issue, I have been met with repeated failure, inaction, and neglect by Wells Fargo, leaving me feeling completely helpless and lost. 

Someone managed to steal my identity, gain access to my account, and transfer thousands of dollars. They even had the audacity to change my mailing address to XXXX XXXX XXXX XXXX # XXXX, XXXX, FL, an address where I have never lived. I can show proof of XXXX, XXXX or you can research flights i've taken throughout my life. I was never in XXXX at this time and never moved to XXXX. The only places I have ever lived are XXXX where I XXXX XXXX XXXX XXXX and XXXX where I grew up. I only discovered this when I visited my branch, and a bank employee casually asked if all my information was correct. When I saw the address had been changed, I was horrified. I immediately told them this was unauthorized, but Wells Fargo did nothing to stop the damage. 

The fraudsters didnt stop at changing my address. They transferred the stolen money to my fathers account, then had Wells Fargo issue an ATM card to withdraw the funds from an ATM in XXXX. I was devastated. I have spent hours in my local branch, trying to get answers, but every time I speak to someone, Im met with blank stares or unhelpful responses. Theres no one in the company who seems able to help or even cares about my situation. Ive spoken to around 15 different people in totaleach time explaining my story from the beginning, only to be transferred to the wrong department, again and again. Ive lost track of how many hours Ive spent on hold, trying to get the right person to help me, but no one seems to know what to do. 

My account shows suspicious transactions with the names XXXX XXXX and XXXX XXXX linked to them. I included emails that Wells Fargo sent me where it says " We recently noticed unusual activity on your account that may be unauthorized. '' During the time this was happening, I repeatedly called Wells Fargo, begging them to freeze my account and prevent further theft. I was reassured every time that steps were being taken to stop the fraud, yet money continued to vanish from my account. I was told that Wells Fargo had changed my account and routing numbers to block the thieves, but that did nothing to stop them. I felt utterly powerless. The constant assurances that everything would be fine turned out to be lies. 

The frustration and helplessness I felt were overwhelming. Every time I called, I was told I was speaking to the wrong department, only to be passed along in an endless cycle. I was told there was no one higher up to speak to and no one investigating my case. The total lack of accountability is astonishing. Finally, I filed a claim, but it was quickly rejected by an investigator who suggested that it might be my father making these transfers. This was not only wrong, but it added insult to injury. When I requested a follow-up call from the investigator, he finally admitteddays laterthat fraud was indeed occurring. But by then, the damage had already been done. 

I am completely at a loss. I have done everything I can to protect my money and resolve this, but Wells Fargos negligence has left me with no recourse. The transactions on my account are completely out of line with my spending habits, and yet Im stuck fighting an uphill battle against a bank that refuses to take responsibility. 

Please, I need your urgent intervention. Ive been left in limbo for far too long, with no solution and no way to recover the funds that were stolen from me. I am desperate for your help in holding Wells Fargo accountable and finally getting justice. 

I am attaching a trail of documents including address changes and ongoing disputes. I even hired a lawyer named XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX, but they no longer could assist as the only option was to sue Wells Fargo, which costs more than my loss. 

Thank you for your attention to this matter. I desperately hope to hear from you soon, as I am running out of options and my patience has worn thin. I remember the following associates : XXXX ) XXXX XXXX  XXXX ) XXXX XXXX in XXXX XXXX XXXX XXXX ) XXXX XXXX in XXXX main branch XXXX ) XXXX in XXXX XXXX branch This claim was denied and closed : # XXXX The following claims never were resolved : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX The following transactions on my account are fraud : XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX {$0.00} XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$0.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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