Consumer complaint received 2026-04-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
I am filing this complaint against Wells Fargo regarding XXXX unauthorized XXXX transactions of {$500.00} each ( {$1000.00} total ) that were made from my account without my knowledge or authorization, and to document a serious pattern of procedural failures by Wells Fargo in handling my case. TIMELINE OF EVENTS On XX/XX/XXXX, at approximately XXXX PM, I received an email notification showing XXXX {$500.00} XXXX transactions sent to an individual named XXXX XXXX, designated as payment for pizza. I do not know this person. I did not authorize these transactions. At XXXX PM on XX/XX/XXXX, within approximately XXXX minutes of receiving the notification, I contacted Wells Fargo customer service to report the transactions as fraudulent. That call lasted XXXX minutes and is recorded in Wells Fargo 's system. I stated clearly that these transactions were not made by me. Despite my immediate report, Wells Fargo failed to open a fraud case under Regulation E at that time. The transactions were never properly classified as fraud. Wells Fargo also only stopped payment on one of the two unauthorized transactions during that call, requiring me to call again the following day to stop the second payment. Wells Fargo subsequently required me to change my username and password and issued me a new debit card actions that acknowledge my account had been compromised yet still failed to properly classify the matter as fraud. I received a letter last week informing me that my case had been closed. When I called to inquire, a Wells Fargo representative confirmed that the case had never been correctly documented as fraud from the outset and that they did not know why. The case had to be reopened and reclassified at that time, meaning the entire prior investigation was conducted on a flawed foundation. Following the reopening, I was informed that investigators determined the transactions originated from my device. I dispute this conclusion entirely. GROUNDS FOR DISPUTE PHYSICAL IMPOSSIBILITY. At the time the transactions were initiated, I was traveling. My computer was physically secured in my hotel room and I was not present with it. I had my phone on my person. I was unable to initiate these transactions from either device. ACCOUNT COMPROMISE ALREADY ACKNOWLEDGED. Wells Fargo 's own actions requiring new login credentials and issuing a replacement debit card constitute an acknowledgment that my account was compromised. This directly contradicts their conclusion that the transactions were authorized. IMPLAUSIBLE TRANSACTION. XXXX {$500.00} XXXX payments to an unknown individual for pizza are not transactions I would ever make, and they should have been an immediate red flag. PATTERN OF PROCEDURAL FAILURES. Wells Fargo failed to : ( a ) open a fraud case when I first reported it on XX/XX/XXXX ; ( b ) stop both unauthorized payments during my initial call, requiring a second call the following day ; ( c ) properly document my report; and ( d ) conduct a valid investigation, given that the case was never correctly classified to begin with. These failures directly harmed me and may have compromised Wells Fargo 's ability to recover the funds. REGULATION XXXX PROTECTIONS. Under the Electronic Fund Transfer Act and Regulation E, I am entitled to protection against unauthorized electronic fund transfers. I reported this fraud immediately and in good faith. The burden is on Wells Fargo to demonstrate that I authorized these transactions not merely that they technically originated from a device associated with my account. Unauthorized access to a device does not constitute authorization by the account holder. SUPPORTING DOCUMENTATION AVAILABLE Recorded customer service call from XX/XX/XXXX at XXXX PM ( XXXX minutes ) Wells Fargo 's own records Email notification received at XXXX PM on XX/XX/XXXX showing the unauthorized transactions Hotel records confirming my travel in XXXX and the secured computer at the time of the transactions Phone location data confirming my whereabouts Wells Fargo 's fraud investigation report ( currently in transit to me ) I would also like the CFPB to understand the personal impact of this situation. My husband and I are XXXX and XXXX XXXX XXXX. My husband recently lost his job and we live on Social Security and a pension. The loss of {$1000.00} represents an extreme financial hardship for us. Wells Fargo 's failure to handle this case properly from the start has compounded that hardship significantly.

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