Consumer complaint received 2024-11-27 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: CA

Complaint narrative:
Complaint Regarding Fraudulent Activity and Mishandling by Wells Fargo XXXX XXXX On XX/XX/year>, I received a call from Wells Fargo Bank at XXXX. The female representative stated she was calling to verify recent activity they suspected as fraudulent. To confirm her legitimacy, I asked her to identify the most recent transaction I made to XXXX XXXX, which she correctly identified. She informed me that my debit card would be deactivated, a replacement card would be sent via FedEx, and my XXXX XXXX wallet would remain active to allow continued use. 

On XX/XX/year>, I noticed fraudulent activity on my account and immediately contacted the Wells Fargo XXXXXXXX XXXX  to alert them and dispute the charges. The fraudulent transactions included : {$3600.00} in-branch cash withdrawal at Wells Fargo XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, at XXXX XXXX. 
XXXX ATM withdrawals of {$100.00} each, totaling {$1500.00}, at Wells Fargo, XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX 
A {$1300.00} deposit, originating from a cash transfer from my linked XXXX XXXX XXXX XXXX 
On XX/XX/year>, I was notified that Wells Fargo determined the {$3600.00} in-branch withdrawal was fraudulent and replaced those funds. However, the {$1500.00} in ATM withdrawals were denied as fraudulent claims. 

On XX/XX/year>, at XXXX XXXX, I contacted the Wells Fargo XXXX XXXX  to appeal this decision. I spoke to a customer service representative and was later transferred to an escalation supervisor, XXXX. During this call, I was given inconsistent information and treated dismissively. XXXX stated that the ATM withdrawals were deemed non-fraudulent because they used a chip, which she claimed can not be cloned. She disregarded the fact that another investigation unit had already determined the {$3600.00} in-branch withdrawal, made only XXXX hour prior, was fraudulent. 

I requested access to the investigation findings and asked Wells Fargo to review video surveillance from both locations to confirm it was not me making these withdrawals. XXXX outright refused, stating, We do not look at camera/video footage, and we will not reopen the case. 

Violations and Concerns : Violation of Federal Regulations ( XXXXXXXX XXXX XXXX  XXXX ) : Wells Fargo failed to adequately investigate the fraudulent ATM withdrawals, as required under the Electronic Fund Transfer Act, and refused to provide sufficient transparency into their findings. 
Failure to Comply with the Bank Secrecy Act ( BSA ) : Wells Fargo failed to meet Customer Identification Program ( CIP ) requirements by neglecting to verify the fraudster 's photo against the XXXX on file before allowing the {$3600.00} in-branch withdrawal. 
Negligence Under California XXXX XXXX Section XXXX : XXXX XXXX failure to flag unusual activity, such as XXXX consecutive {$100.00} ATM withdrawals, and its failure to notify me via text or email, constitute a lack of adequate fraud detection and prevention measures. 
Deceptive Practices - Misrepresentation : A Wells Fargo fraud supervisor falsely claimed that XXXX chip technology can not be duplicated, despite " shimming '' being a well-documented form of chip exploitation. This false information was used to deny my claim, avoid responsibility, and refuse to reopen the investigation. XXXX specialists at any bank would know this is incorrect, as shimming attacks have been widely reported in the media. XXXX XXXX XXXX  refusal to investigate further or obtain video evidence reflects a lack of due diligence and good faith. 
I am deeply concerned by XXXX XXXX failure to properly investigate and address these fraudulent transactions. I request that Wells Fargo reconsider its denial of the {$1500.00} in ATM withdrawals, conduct a thorough investigation, including reviewing video footage from both branch locations, and take appropriate steps to prevent similar mishandling in the future.

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