Consumer complaint received 2025-09-29 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: MI

Complaint narrative:
On XX/XX/2025, I submitted over the phone with a representative that either 1 or both of my caregivers/cousin which are the only ones that have access to my debit cards because I am XXXX XXXX XXXX and a XXXX patient ( XXXX XXXX ), so they make all my errands, help pay my bills and take care of me so they have to have it. I noticed on XX/XX/2025 that about 55 transactions were from a gaming app called XXXX '' and {$0.00} was left in my account. I sent 1 care giver to store with my wallet which had my ID, 3 debit cards ( 1 expired ) along with medical card and dog tag. I instantly reached out to Wells Fargo to submit a fraud claim once the other care giver informed me that my 2 debit cards and ID were missing from my wallet, I had my caregiver to check my account, and all my money was gone. I informed them that I suspected it was my care givers ( only once who knows all my information ) but I wouldn't know which one to accuse. I even provided cellular phones for my caregivers their own phone just for my services privately for me and I will be making a police report once detective can get to my house, which I was told by the end of the week or next week.

After vocally submitting the claim, I asked If I could receive a provision credit so I could pay my caregivers. I pay out of pocket because I have no insurance. I also have to pay for my medications. I am due for XXXX today XX/XX/2025 and after XXXX I have to pay for my XXXX XXXX  which is my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX. Each of these nutrients plays a vital role in supporting the bodys overall health and well-being, and they can be particularly beneficial for XXXX patients. They give that to me through XXXX and give me my XXXX therapies to fight viruses and parasites, build lean muscle, revitalize your organs, increase vitality, and cleanse your body of environmental toxins. 

I informed them the representative filing my claim that I pulled out my 401k just to cover all of what I needed. The representative informed me that the provision credit has to be approved and could possibly take 2-10 business days. I informed the representative that, that still don't mean I will get a provision credit or refund back unless it's approved. The representative stated that it corrects. I have a very big issue with that because I can't pay for medication, caregivers, bills etc. until 2-10 days only if approved. The provision credit will help to get my medication and pay different caregivers at this point. I can NOT sit in soil, bathe nor feed myself. I can NOT wait that long, and I am in imminent fear and feels my mind may lead me to impending doom. I am already XXXX, have XXXX and XXXX XXXX. 

I already reached out to the merchant XXXX XXXX ) for refund and submitted documents for proof as well with amounts, dates and time. They informed me that only the bank can resolve that but would vouch for fraud on their end. 

Can you please help make this process faster or at least help receive provision faster? PLEASE HELP! 

P.S- I have the fraud claim number for both merchants, Wells Fargo ( Bank ) and XXXX  ( merchant )

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