Consumer complaint received 2024-10-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
Starting on XX/XX/XXXX XXXX XXXX XXXX XXXX  I was sent an email from my father XXXX XXXX XXXX XXXX XXXX about an email regarding a negative balance of - {$4300.00} on my account. I open my app and view my statement to see the following withdrawals made from my account using my debit card XX/XX/XXXXXXXX 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 After seeing this I continued to scroll down my statement using my Wells Fargo app and saw MULTIPLE charges, Withdrawals, and ATM Check Deposits using my card that I did not authorize or consent to. ( Will attach a statement containing fraudulent purchases as well ) I had then realized my card was missing from my wallet ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I immediately called Wells Fargo and after waiting on hold for a while I decided to wait until I found my card and got off of work to call them. I sweeped my entire car, house, job, and even the gym twice and could not find the card. After getting off of work and speaking to my family I called Wells Fargo and issued a claim for the list of fraudulent transactions. After being transferred back and forth between departments due to being told that only certain departments can handle specific issues on my claim or that a specific question could only be answered by someone else ( they told me since one transaction was done at a branch I had to speak to the ATM card department, then the ATM department said that wasn't true and then was transferred back to the claims department ) I then was told that would be contacted in 10 Business days. I had asked and demanded to be sent a list or any documentation of my claim so that I could see the progress of the claim and transactions listed to make sure all of my information was given to support the claim and they told me no. I had explained multiple times to multiple people ( every time I call it someone different ) that my debit card was missing from my wallet along with other cards and that I do NOT share my personal information. I don't use my physical card at all and I rarely check my statement. I always use XXXX XXXX and rarely leave my hometown. All of my passwords and personal information are saved either on my XXXX XXXX XXXX XXXX XXXX  which nobody has access to but me. I had then waited for them to contact me and I had started to get impatient not only because of my birthday coming up but also because prior to the {$23000.00} fake check that was deposited into my account, my direct deposit of {$1300.00} was deposited into my account on XX/XX/XXXX. After two recurring purchases of {$21.00} and {$5.00} ( authorized by me ), {$23000.00} was deposited at an ATM ( Can be seen below ) XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mind you this entire time of waiting i'm not really stressing out because prior to this incident, I had fraudulent activity on my wells fargo cash card which i submitted a claim for because purchase were made online and in an entire other state that I did not authorize and that time I didn't even lose my card. It was still in my wallet. That claim quickly was resolved, I was sent another card and my money was returned to me. With this in mind I assumed this claims process would be handled as professionally as the last but I was entirely wrong. The {$23000.00} deposit made on the XXXXXXXX XXXX XXXX  XX/XX/XXXX using my card at an ATM was approved for a small deposit of {$5500.00} and then was withdrawn at an ATM branch and AT THE TELLER. ( As of today ( XX/XX/XXXX ) they basically keep telling me that i'm lying and that it was either me or someone i authorized even though it's VERY CLEAR that this is not the case due to MULTIPLE attempted check deposits on my account of amounts not even remotely close to my income. ) On XX/XX/XXXXXXXX XXXX XXXX I received an email stating my account was negative due to the full {$23000.00} check being bounced and withdrawn from my account leaving my account XXXX XXXX XXXX. I called them back on XX/XX/XXXX after receiving an email that stated my account was to be closed on XX/XX/XXXX and spoke to someone about the status of my claim and if I could have a credit because they are taking very long to resolve the claim and i needed the money that was rightfully mine in the account before this entire thing happened. With a rude attitude and an obvious attempt to end the call and go about her day, she told me that they are still investigating the claim and that they do not investigate on weekdays. After once again explaining this entire situation it became apparent that every time I call them they never tell me the exact transactions of the claim and never have the full list and I always have to remind them that the transaction they tell me they see on the account is only one of many. It was obvious at this point that I needed to make sure they have the information correct because every person I'm transferred to in the claims department is surprised when I tell them of other fraudulent transactions that should be on the claim rather than the one they see when they pull theirs up. I then asked AGAIN if I am allowed to see or have any documentation regarding the claim or if I can have the listed transactions emailed to me and I was told no. What a surprise. I then demanded to send them a file I had already made the day I found out about this entire thing and sent it to them so they could update the claim with proper information as I had communicated to them on the first day I made the claim. She gave me an email to send to and i sent it.I received no confirmation that it was received and im now questioning if the address given to me was even an actual address ( XXXX ) I explained my frustrations with her and through her annoyance she told me that an executive of the claims department would call me regarding the claim in two business days. That never happened. Nobody ever called me and i am typing this as of XX/XX/XXXX after receiving a discreet notification ( no email sent to me, nobody called me i had to check the wells fargo app because at this point im stressing out and always checking it ) in the wells fargo app stating that my claim was denied and that an error did not occur and that a letter would be mailed to me in the mail with additional details. I immediately called them and after waiting in line once again and explaining my situation for what seems to be the 20th time, I was told by the first woman that my claim was denied because they could not accept my claim because my personal information was used more specifically my PIN number. For 20-30 minutes I argued with her explaining that I NEVER EVER gave anyone my personal information and that it is impossible for someone to have my PIN as all of my information is stored on my phone and XXXX XXXX XXXX additional verification methods and passwords. She continued to tell me the same thing over and over again ( Im sorry but you have exposed identification that is not eligible to dispute ) and when i asked to be transferred to the escalation department she told me that they aren't available right now and that she could only transfer me to a claims specialist and that they will probably tell me the same thing. While speaking to the claims specialist i emphasized that there was multiple attempts to cash a check using my card at an 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 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  And that all of this should have been flagged, ESPECIALLY the withdrawal AT THE TELLER USING THE CARD ( i still can not understand how this was allowed ). She continued to repeat the same things and when I asked her how it was possible for someone to use my card to make purchases IN PERSON WITH MY PHYSICAL CARD while i still had my credit card in hand ( im referring to the previous claim i made on XX/XX/XXXX ) but impossible for someone to use some sort of device or data breach to access this personal information her response was That's a different claims department. Is the logic not the same? How am I being told I'm lying about someone having access to my personal information when personal information gets exposed ALL THE TIME. IT IS XXXX and it is not hard to look at the data on these transactions to see who it was that made these transactions and that the real activity and my whereabouts both physically and on the internet have no connection to these fraudulent transactions. I asked to speak to someone who could actually help me and not give me excuses so they can get off the phone but I was told that the decision is final and asked multiple times if there was anything else I wanted to know before they hang up. I'm sending this because im looking for multiple resources to help me recover my funds and close my account because i was told before the call that the remaining balance would have to be paid at least 60 days after the account is closed and that if it is not paid, would be sent to collector and have a negative effect on my credit. I REFUSE to pay a cent to Wells Fargo and have my credit ruined for their incompetence regarding this whole situation and a failure to PROPERLY investigate and allow me an opportunity to provide the necessary information needed to do so.

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