Consumer complaint received 2025-07-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: ND

Complaint narrative:
On Monday, XX/XX/year>, I got a notification that my Wells Fargo checking balance was below {$0.00}. I immediately knew that something was wrong, as I should have more than enough money at this time of year. I went to my local Wells Fargo branch right away to make a claim and get the card associated closed. 

Looking at my account with my banker revealed nearly XXXX unrecognized transactions that were made through my attached XXXX account over the last 2 months. The total amount taken from my checking account is over {$10000.00}. The transactions started as just a few in late XXXX ( first XX/XX/XXXX ) then a few more in XXXX, and finally the thief went all out in the few days before I noticed in XXXX. Wells Fargo and XXXX both have a claim filed with them that lists the exact transactions and amounts ; I can provide this to CFPB if needed as well. 

The vast majority of the purchases are for digital goods ( mostly for video games, it looks like ). The vendors are almost all ones that I have never purchased or interacted with before that XX/XX/XXXX date : ( CDK LLC, XXXX, PlayAsia, XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX Yoga, XXXX, XXXX XXXX, XXXX, and Instant Gaming ). There are also a few transactions from XXXX ( XXXX ) that were not authorized by me, but I do often purchase from them, so I noted which ones were the unauthorized transactions in my claim with Wells Fargo. 

XXXX of the XXXX purchases have a physical shipping address linked to them that I have never been associated with ; XXXX is a random house in Georgia, but the other looks to be a parcel warehouse for global shipping to XXXX ( called XXXX ). 

I believe that my XXXX account was compromised through my attached XXXX account, and that's how these transactions were authorized without any notification to me. I have good evidence of this that I can provide if necessary. 

XXXX days after I filed my claim with Wells Fargo ( XX/XX/year> ), I get a notification that " no error was found '' in the transactions and that a letter with the details of the report had been sent to me. I have yet to receive this letter. I went to my local Wells Fargo branch on XX/XX/year> to see if they could produce the letter for me, and they told me that they could not. 

After getting the notification that my claim was denied by Wells Fargo, I went ahead and filed the claim with XXXX. XXXX and Wells Fargo both have been notified of the same list of unauthorized transactions ( I can provide the full list and amounts to CFPB if needed, but both financial institutions have been provided a complete list already as of XX/XX/XXXX, Today, I checked the XXXX XXXX XXXX to find out that my claim had also been denied altogether. I called XXXX customer support to try and find details and/or escalate my claim, which they did ( although the claim looks like a total mess on the website now, so I kind of wonder if the service rep actually did me any favors ). 

At this moment, minute by minute, I'm receiving emails from XXXX telling me that each individual purchase claim is being denied and I'm getting a blanket statement about how each is " ineligible for XXXX XXXX XXXX according to our User Agreement '' despite XXXX XXXX reps each assuring me that even if the purchase isn't refunded, XXXX XXXX XXXX will fix the situation. 

I also worked with my local Wells Fargo banker to escalate my claim to a complaint with them, and I'm waiting to hear back on that, but I'm losing faith that anyone is going to help me.

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