Consumer complaint received 2025-01-10 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: FL

Complaint narrative:
To Whom It May Concern : I am submitting this formal complaint against Wells Fargo Bank for improperly denying my fraud claim regarding unauthorized withdrawals from my account. Despite multiple attempts to dispute these transactions and a branch visit for clarification, Wells Fargo has denied my claim, stating the withdrawals were authorized because my card was used. However, my physical debit card remained in my possession throughout the entire period, and I am certain the transactions were fraudulent. 

Details of Unauthorized Transactions XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, I was alerted to the fraudulent activity after being unable to complete a grocery purchase despite knowing I had sufficient funds. After multiple attempts to complete the transaction, I contacted Wells Fargo and was informed that all but {$10.00} had been withdrawn from my account without my authorization. 
XXXX. Initial Dispute and Denial : I reported the unauthorized withdrawals to Wells Fargo, clearly stating that my card had never left my possession. My claim was denied based on the assertion that the card was used during the transactions. 
XXXX. In-Branch Meeting XX/XX/XXXX : On XX/XX/XXXX, I visited a Wells Fargo branch , where a representative reviewed my account and acknowledged the following : Multiple withdrawal attempts were initially denied by the system. 
Despite the denials, the same person continued making withdrawal attempts, and Wells Fargo eventually authorized them. 
The representative could not explain why the bank allowed these repeated withdrawals despite prior denials and red flags. 
They also noted that my long-standing history with the bank ( over 30 years ) and my typical pattern of only visiting once monthly to withdraw funds from my senior benefits check made these transactions highly unusual. 
XXXX. Conversation with Fraud XXXX XX/XX/XXXX : On XX/XX/XXXX, I spoke with a Wells Fargo Fraud Specialist who informed me that my claim was denied after escalation because a text message was sent, and I did not respond. However, I am not enrolled in text alerts and was unaware of this process. I am not very tech-savvy, and my daughter only recently informed me of the importance of such alerts. Despite this, if Wells Fargo suspected fraud and received no response, I question why no further attempts were made to contact me via phone or mail before authorizing continued withdrawals. 

How My Card Information Could Have Been Compromised ( as Explained by Wells Fargo Representative ) : During my in-branch meeting, the representative explained that fraudulent transactions like these can occur through advanced card cloning and skimming techniques, where : A device can be placed on an ATM or card reader to skim card data, allowing a duplicate card to be created. 
Thieves can also steal card data using a wireless skimming device from a distance without even physically touching the card. This could happen while using an ATM, with criminals either walking by or even sitting in a nearby vehicle equipped with such technology. 

Given these known methods of theft, it is entirely possible that my card information was stolen in this way, while I still had physical possession of my card. 

Why I Believe Wells Fargo Failed to Protect My Account : 1. Failure to Prevent Fraudulent Transactions : Wells Fargos own system flagged the initial withdrawals as suspicious.

Despite this, the bank continued to authorize repeated withdrawals after several denials, even with red flags in place.

2. Inadequate Customer Notification : Wells Fargo relied solely on a text message alert, despite knowing I was not enrolled in text notifications.

No follow-up contact was attempted by phone, email, or mail, even though fraud was suspected.

3. Violation of Regulation E Protections : Under Regulation E of the Electronic Fund Transfer Act ( EFTA ), consumers are protected from unauthorized electronic transactions. I believe Wells Fargo has failed to meet its legal obligation to fully investigate and safeguard my account.

Request for CFPB Assistance : I respectfully request the Consumer Financial Protection Bureau ( CFPB ) assist with the following actions : 1. Require Wells Fargo to reopen my fraud claim and conduct a thorough investigation.

2. Compel Wells Fargo to issue a provisional credit for the disputed amount of {$1300.00} during the investigation process.

3. Provide a complete copy of the investigation findings, including : How the card was used ( physical card swipe, chip, tap, or manual entry ).

Whether PIN entry or signature verification was required.

Clarification on why multiple withdrawals were authorized after prior denials.

4. Ensure Wells Fargo improves its fraud notification protocols, especially when customers are not signed up for text alerts. 

Conclusion : I trust the CFPB will assist in ensuring that my claim is fairly reconsidered and that Wells Fargo is held accountable for its handling of this matter. If you need further information, I can be reached at [ your phone number ] or [ your email address ]. 

Thank you for your time and attention to this urgent matter.

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