Consumer complaint received 2022-02-24 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: NV

Complaint narrative:
On XX/XX/XXXX my cellphone, ID and debit card was stolen. I was able to get a replacement phone the next morning from my assistant to use till my new one came from XXXX XXXX XXXX via claim. I went into XXXX XXXX XXXX as soon as I could to get it activated, they open at XXXX XXXX in XXXX XXXX. As soon as I got the temporary phone, I called Wells Fargo to let them know about what happened and there were charges on my account. 

I called everyday for updates of this or if they needed. I asked if I should make a police report or if they needed evidence of my phone claim. I tried to make a police report but since I didn't have my ID I wasn't able to. Per XXXX XXXX regulations, I can not make a theft report online or via their non emergency line. I would need to go into a branch during certain hours to make a report. They also told me I wouldn't need a police report unless I wanted to make one. I got a replacement ID from Hawaii and I also have a ID appointment in XXXX XXXX on XX/XX/XXXX - this is the soonest they had. I also can provide that my assistant was with me and did not see me use my card during this time, The first person who assisted me did not dispute all the correct charges. So on Monday, they needed to merge my claim and add more charges. A couple days later a man told me that my card had not been shut down on time that's why more charges went through. A couple days later they told me that a text had been sent and someone confirmed the ATM withdrawals via my phone- I did not have possession of my phone. 

I have sent in my phone claim so they know my phone was stolen, someone finally told me how to do that. 

Then they told me that the PIN was used and there were no errors in entering it. I asked if there was a way to get it via the mobile app? No one has given me a answer. My app allowed instant access due to my passwords being saved. I have never lost or had a phone stolen in my life, so I didn't think this would be risky.. I asked them how they were able to get so much money when there is a debit card limit in place. My previous ID did not have the current address so I'm not sure how they were able to validate anything. However, they did have my phone and with this if they had access my address would be found in my email. They also couldn't tell me about the XXXX charges what they were for, just that they were signature based. 

Most people return phones due to the fact that they can't get into them. However mine was taken offline and the few times I was able to track it, it was at a dodgy motel. I was not going to go there to try and retrieve it. So it was taken by someone who knows how to hack phones. 

On Saturday, someone told me I would get provisional funds. When I called to check on that they told me today my claim was denied and can not be reopened. I have checked and spoke to various people that say I should be able to appeal the claim. They told me they can't tell me why over the phone the claim was denied. I filed a claim with their executive office and requested documentation, they said it would take 30 days. 

I have taken all the steps to protect my account moving forward, locked the new debit card, changed the PIN, set limits on everything and alerts for everything.

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