Consumer complaint received 2025-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
XX/XX/XXXX at the Wells Fargo branch located at XXXX XXXX XXXX XXXX in XXXX XXXX, SC XXXX, an in person withdrawal of {$2000.00} was made from my checking account that I DID NOT authorize. 

XX/XX/XXXX at XXXX XXXX  I called the Wells Fargo customer service to file a fraud claim for the unauthorized transaction of {$2000.00} from my checking account. The representative can not provide any specific information, as to which bank the withdrawal was done from, since the transaction happened the day before and was still pending. The representative was able to tell me that an old address to an apartment that I have since moved from three years ago was used for the transaction. I was advised to call back at XXXX XXXX  when the fraud department open to get more information on the transaction. 

XX/XX/XXXX at XXXX XXXX I called the XXXX XXXX XXXX Police Department to file a claim with them about money being withdrawn from my checking account without my authorization. This was an issue of identity theft. I talked with the Deputy for about an hour outlining where the apartment was, the address of the apartment, the phone number for the rental office as well as details of the transaction that I knew. The Deputy requested that when I go to the bank, I send him documents of the transaction. 

XX/XX/XXXX at XXXX XXXX. I called the fraud department to get more information about the unauthorized transaction. The representative was not able to provide me any additional details as from what they could see the transaction was still pending, and I was given the same information that I received when I called at XXXX that morning. The representative suggested that I go to a branch as they would be able to provide more information XX/XX/XXXX at XXXX XXXX. I went to the Wells Fargo located at XXXX XXXX XXXX, XXXX, VA XXXX. There I worked with the branch manager to get more information on the transaction. I was given a copy of the withdrawal Slip that was used and provided the location of where this transaction took place which was in XXXX XXXX, SC. The branch manager, then called the branch manager at the XXXX XXXX South Carolina location to let them know that there was an issue of identity theft, and asked what two identifiers were used for the transaction. A Virginia drivers license was presented with the same drivers license number. However, the expiration date was incorrect on the ID that was used at the XXXX XXXX South Carolina location. Additionally, a cardless pin was used. I was informed that the police could subpoena the bank for video footage of the transaction. 

I then closed that checking account and opened up another checking account. Additionally, I changed my pin number for my account. I had three pending payments that were already in the works that I authorized to clear the account and I put a stop payment on two checks that had already been mailed out, but had not posted the account, yet. I then withdrew the remainder of my money from the bank. 

After I left the bank, I went to the Department of motor vehicles ( DMV ) to get a new drivers license and a new drivers license number. 

XX/XX/XXXX at XXXX XXXX  I sent an email to the Deputy of XXXX XXXX XXXX with the documents requested from the bank and additional information about where the withdrawal was done. 

XX/XX/XXXX at XXXX XXXX. I went to a different bank to open up a savings and checking account and then the rest of the day I removed the closed account number off of every electronic payment system that I had and an updated it with my new checking account. I have been baking with Wells Fargo since XXXX, and after this, I did not trust any of my money being in this bank. 

XX/XX/XXXX at XXXX XXXX. I talked to the branch manager from the XXXX Wells Fargo bank who confirmed that she received my email with my signatures and had processed the stop payments in the two checks and I will be getting that documentation in the mail. 

The week of XX/XX/XXXX through XX/XX/XXXX, I was out of the country with no access to cellular service. 

XX/XX/XXXX when I return to the states I had a voicemail from Wells Fargo and from the Deputy of XXXX XXXX XXXX on XX/XX/XXXX. 

XX/XX/XXXX at XXXX XXXX  I called the Wells Fargo fraud department and talk to the representative. I was asked two questions that were needed to process my claim. Those questions were have you lost your ID? have you lost your debit card? to both I replied, no, I have not. The representative said that she would send that information on to the investigator. I asked if the investigator could contact me to talk about the case and was told that I should hear from the investigator in one to two days. 

XX/XX/XXXX at XXXX XXXX  I called back to the Wells Fargo fraud department. For an additional notation on my account, to include that the withdrawal slip that was written in the bank was not a current address, nor the address that I had on file for my account. The bank that the withdrawal was done from is in a different state and that I did not authorize this transaction. I was told that my file would be updated and that I would be hearing from the investigator. 

XX/XX/XXXX at XXXX XXXX. I called back to the fraud department to inquire as to when I would be hearing from the investigator. I was told that my claim was denied the representative would make additional notes on my account and that I should be hearing from the investigator today or in the next 48 hours. I asked the representative why had not heard from the investigator as I had called on Monday and was told it would be one to two days till I heard from somebody, she assured me that she would update my account and that I would hear from someone. 

XX/XX/XXXX at XXXX XXXX  I called back to the fraud department to appeal the denial. I was told that I could not appeal it and I could not escalate. It had been investigated and nothing was found fraudulent on the banks end that the investigator would not be calling me since the claim was denied and the reason I didnt get a call is because they denied the claim and theres nothing else that I can do. They have finished their investigation and did not find any fraudulent activity. 

XX/XX/XXXX at XXXX XXXX  I called the branch manager at the XXXX Wells Fargo XXXX to see if she would be able to help me to escalate my claim. She filed a complaint at the branch level with the enterprise centralized complaint department. I was told that in one to two days, I would hear from somebody with regards to the claim. 

XX/XX/XXXX at XXXX a representative from the enterprise centralized complaint department called me back to say they reviewed the case proper policies were followed and that my claim is still denied. I was told to call back to the fraud department and exercise my right to request documentation on my claim. That would be my next step. 

XX/XX/XXXX at XXXX I called the fraud department to exercise my right to request documentation of my claim. I was told that I could expect to get my documents in the mail in the next 30 days.

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