Consumer complaint received 2024-05-14 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: TX

Complaint narrative:
XX/XX/XXXX - Noticed fraudulent charges on my account, called Wells Fargo immediately to notify them. They canceled my debit card and ordered a replacement. The representative on the phone stated she would try to cancel the pending charges of {$6000.00} since they had not gone through yet. She then informed me she opened a fraud claim and it could take XXXX business days for an update. 

XX/XX/XXXX - Received a call from Wells Fargo to ask me a few questions about my claim such as did I have the card in my possession, did I create the PIN number to my card, or did the bank, how often I check my account, if I had my PIN number written down anywhere, etc. At the end of the call, I asked her if she recommended me to file a police report because this has never happened to me and I am not sure what to do. She stated I could but they don't necessarily recommend it because it is online fraud. She stated if this was an ATM withdrawal or something like that, then yes, because they could work with the police on video footage. The call was ended and I waited to hear from Wells Fargo. 

XX/XX/XXXX - Received new card in the mail and activated it for use. I go to use it on XX/XX/XXXX and it declines. I then call Wells Fargo on XX/XX/XXXX after I received another email stating my new card is on the way ( news to me ) and ask why I was receiving another new card and the rep said it was due to fraud. When I explained this was a brand new card I have never used it, nor did I file a fraud claim on this new card how is that possible, he was confused himself and unable to assist me. I called back and reached a different rep who then told me it was a decision the claims department made but since it was the weekend I would have to call Monday to ask them. 

XX/XX/XXXX - Received a notification regarding my claim through the Wells Fargo app. I logged onto my account and it said my claim was closed but no other information was provided. I then called Wells Fargo, got transferred to the claims department and asked for more information, why it was denied, etc. as well as the reason for canceling my new card and sending me another one with no communication, the rep on the line stated she could not give me any information would have to send a message to the 'specialty claims department ' because of the amount and that the specialty department doesn't speak to the 'outside world ' so I will have to wait for a follow up from them which takes XXXX business days. 

XX/XX/XXXX - Called Wells Fargo again because I did not hear back from the claims department from my call on XX/XX/XXXX. The rep on the line stated he couldn't see much information but that it was denied. I told him everything that has happened up to this point and that I wanted information on what they did to investigate this and why it was denied. He transferred me to someone else, when he transferred me, the call disconnected. I never received a call back. 

XX/XX/XXXX - Finally recieved my letter in the mail from Wells Fargo stating they denied my claim, but with no other information. I called the number listed in the letter and spoke to a rep named XXXX. She pulled up the claim and I told her I received my letter specifically stating " If you have questions, or would like to take advantage of your right to request copies of available documents relied upon in making our decision, please call us at XXXX '' so I would like copies of documents regarding their decision for my claim. She placed me on hold for a few minutes, and when she came back to the line, she said there were no documents available to send regarding this. I then asked her " So you're telling me this was denied but there is no information on why/how the decision was made to provide to me? '' She said " Yes that the claim was denied but there is nothing to send me. '' Additional information - My claim on my Wells Fargo account says {$9000.00} but my account and letter both show {$6000.00} which is the true amount.

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