Consumer complaint received 2022-10-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I have been an account holder with Wells Fargo Bank for nineteen years. On XX/XX/XXXX, Wells Fargo Bank allowed a fraudulent transaction to occur in one of their branch locations involving my checking bank account. Wells Fargo Bank emailed on the evening of XX/XX/XXXX, to notify me that an Altered/Fictitious check was deposited into my account to which I immediately called the telephone number listed in the email to notify this was a fraudulent transaction and was not made by myself. The check was in the amount of {$1800.00} made out to my name from the company XXXX XXXX XXXX XXXX XXXX XXXX XXXX which was fake- this was deposited into the account and {$1400.00} was withdrawn in cash with the remainder of the check {$490.00} being deposited into the account. A few days later the {$1800.00} was deducted from my account along with a {$12.00} fee. Wells Fargo owes me {$1400.00} plus the {$12.00} fee. 

Upon investigation of this claim, which took approximately sixteen business days to complete and which I received zero updates on, the claim was unreasonably denied. I called numerous times during the investigation, which no representative could tell me anything at any given time. On XX/XX/XXXX when I called to find a status update I discovered the claim was denied. The reason it was denied I was told by a representative was because identification was used. Approximately four and a half years ago in XX/XX/XXXX my purse with my wallet enclosed including my drivers license was stolen. Wells Fargo Bank did not ask any questions and I did not attempt to provide this information because I did not know how this transaction in question was made. Wells Fargo Bank did not properly investigate this fraudulent claim and if they had, would have discovered that this transaction was fraudulent. 

After the claim was denied, I mailed a letter on XX/XX/XXXX demanding these listed items, which will prove this transaction was fraudulent. I have received no response as of yet. 

1. The video of the transaction for the date and time the funds were stolen 2. The withdrawal slip 3. The procedure for a withdrawal of this size when the individual does NOT have a debit card or debit pin # 4. A copy of the documents used to obtain the withdrawal 5. Identity of the teller and bank officer on duty at the time of the withdrawal 6. Grievance and claim procedures A XXXX XXXX Police Report was filed for the above-referenced crime on XX/XX/XXXX - XXXX. I am a victim because Wells Fargo Banks negligence allowed for this fraudulent transaction to take place and for my money to be stolen. They will not inform me at which branch this transaction took place and will not release surveillance footage of this incident, which will reveal that the individual who made this fraudulent transaction is not the person pictured in the identification ( me ). The signature they claim that matches the signature on file is not my current signature, if they view the signature on the back of the last few year 's worth of checks that were deposited they will realize the signature does not match, rather the individual copied the image of the signature from my driver 's license. I have attached a few copies of recent check 's signatures and it is clear to see the signature on the deposit slip is different than these. The signature on the deposit slip is connected and my signature has breaks and gaps in a few places ( XXXX XXXX XXXX XXXX XXXX ). 

A few days following this incident on XX/XX/XXXX, I had credit card fraud on a separate account which was done by looking up my account information by my driver 's license which again, the individual had in their hands. This information is also included in my Police Report and XXXX XXXX Police Department has the surveillance footage of the individuals who did the latter incident. 

This is an extremely disappointing, discouraging, and frustrating experience I have had with Wells Fargo dealing with this issue. This has caused a financial hardship and I've spent countless hours dealing with Wells Fargo over the phone and in person, with no results. I request for the stolen funds ( {$1400.00} + {$12.00} fee = {$1400.00} ) be returned to me as soon as possible. There has to be more that can be done to help me, if Wells Fargo is willing to assist me they can help prove that I did not make this transaction. 

Thank you for your help and resolution regarding this important matter to me. Please help me.

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