Consumer complaint received 2026-05-27 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:
Timeline of Events On or about XX/XX/XXXX or XX/XX/year>, I discovered through my online banking records that an unauthorized electronic withdrawal in the amount of {$1000.00} had been debited from my checking account on XX/XX/year>, without my knowledge, authorization, consent, or approval. Immediately upon discovering the unauthorized transaction, I contacted Wells Fargo customer service by telephone. I reported the transaction as possibly fraudulent, mistake, bank error, but certainly not unauthorized. I am new to this process. During that first call, the Wells Fargo representative asked me several questions, including : Whether my debit card had been lost. Whether I allowed another person to use my card. Whether I kept my PIN written on or attached to my card. When I last used my card ; and Whether I have recently written any checks. O fcourse, I answered all their questions as follows : My debit card was never lost and remained in my possession at all times. I never authorized anyone to use my card. I never wrote my PIN number on my card or stored it with the card. The last authorized use of my card was at XXXX on XX/XX/year>, to purchase gasoline ; and I had recently written a check to my attorney. The Wells Fargo representative informed me that the bank would investigate the matter and requested approximately XXXX days to complete the investigation. Thereafter, I received a written notice from Wells Fargo stating that the bank was denying my fraud claim and closing the matter. The denial letter did not provide meaningful factual findings, supporting documentation, transaction evidence, surveillance evidence, device records, or any detailed explanation showing how Wells Fargo concluded that the transaction was authorized. Despite my immediate contact to Wells Fargo again I disputed the denial decision because I do not agree with the banks conclusion and believe the investigation was unreasonable and inadequate. I requested further review but have no trust in their statements. Basis for CFPB Complaint : I believe based on competent research that Wells Fargo violated the Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq., and Regulation E, 12 C.F.R. 1005.11, by failing to conduct a reasonable good-faith investigation into this unauthorized electronic fund transfer. Specifically : Wells Fargo failed to provide competent evidence establishing that I authorized the transaction. The mere fact that a PIN may have been used or that the card number was utilized does not prove authorization. Modern fraud schemes frequently involve : card skimming, card cloning, compromised merchant terminals, unauthorized digital wallet access, account takeover fraud, stolen credentials, or other electronic compromise methods. My physical debit card remained in my possession at all times. Wells Fargo failed to provide the evidence relied upon in denying the claim. The denial letter failed to include : transaction metadata ; ATM or merchant surveillance evidence ; device identification records ; IP address logs ; geolocation information ; chip-read verification data ; fraud analyst findings ; investigative notes ; merchant authentication records ; or any meaningful documentation demonstrating that the transaction was actually authorized by me. Wells Fargo appears to have conducted only a superficial or automated investigation. Based upon the limited response provided, Wells Fargo appears to have denied the claim without : interviewing me in detail; reviewing objective fraud indicators; comparing my normal transaction behavior ; determining whether the transaction location was consistent with my physical location ; or evaluating whether the transaction reflected potential card compromise or account takeover activity. Wells Fargo improperly shifted the burden onto me. Under Regulation E, Wells Fargo bears the responsibility to conduct a reasonable investigation and determine whether the transfer was authorized. I should not be forced to prove a negative where the bank itself possesses the transaction data, surveillance access, authentication logs, and fraud detection tools necessary to evaluate the dispute properly. Wells Fargo failed to provide transparency concerning the investigation. I request that Wells Fargo be required to provide : all documents relied upon in denying the claim ; copies of investigative findings ; all electronic transaction logs ; ATM or merchant records ; authentication and access logs ; fraud detection analysis ; and any evidence purportedly showing authorization. Requested Resolution I respectfully request that the CFPB require Wells Fargo to : Reopen and conduct a full and reasonable Regulation E investigation ; Provide all documents and evidence relied upon in denying the claim ; Reimburse the unauthorized {$1000.00} withdrawal ; Refund any associated fees or charges ; Confirm whether the transaction involved : ATM withdrawal, debit card purchase, electronic transfer, digital wallet transaction, or another payment mechanism ; Preserve all surveillance footage, electronic logs, and fraud investigation materials related to this matter ; and Ensure compliance with federal consumer protection obligations under the EFTA and Regulation E. I affirm that I did not authorize this transaction, did not provide my card or PIN to another person, and reported the matter promptly upon discovery.

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