Consumer complaint received 2025-06-10 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: NE

Complaint narrative:
On XX/XX/year>, I received notice from Wells Fargo of unusual activity on my debit card. I still had my debit card so I thought that was strange. I logged on my Wells Fargo account and was shown a list of transactions and asked to identify any that I do not recognize. There were two transactions that I did not make. One was for {$430.00} and the other for {$80.00}. Both transactions were made in my city at a XXXX XXXX and a local XXXX  shop. I immediately canceled my debit card and filed a claim with Wells Fargo. I then started investigating on my own. The {$80.00} transaction was credited back to my account the evening without issue. The XXXX XXXX transaction only listed my city, so I started calling all the XXXX XXXX in town and finally got in contact with an area sales manager who ended up being the one who took the order. He described the person and that they used a gift card. He said the thief tried the chip a couple of times before successfully swiping the gift card to make the transaction. The XXXX XXXX manager said they did not have video surveillance in the lobby area. I continued my investigation and found there was a XXXX  shop next door to that XXXX XXXX so I called that store and gave the employee the description of the thief and he said he knew who I was referring to. That employee did not give much information and denied my request for video surveillance footage. The next day, I called the police to file a report of the theft. The policeman came and wrote down the information I had gathered up to that point. A week later, I went into a local Wells Fargo branch and talked to a banker and he called the Wells Fargo phone line to update the claim to include the police case number. Wells Fargo took that information and said the claim will be decided within 30 days. Wells Fargo issued a provisional credit of {$430.00} to my debit card/checking account on XX/XX/year>. I received a letter in the mail from Wells Fargo on XX/XX/year> stating that I needed to send them more documentation ( receipt ) on the {$430.00} transaction or they may close my claim. I did not have anymore documention or a receipt on the transaction as I was not there nor the one who made the transaction so I did not send them anything. A couple weeks later, I receive another letter in the mail from Wells Fargo stating that they had closed/denied my claim because the did not find the transaction to be fraudulent. I called their phone line that same day and inquired as to why they denied my claim. The person said that they have information from the transaction that proved the chip was used to make the purchase. I explained to them that that is impossible because I had never lost or given my card out. I tried to explain that the chip or swipe information can be " cloned '' and put onto a different card to be used. They said that is can not be done and so they denied my claim. I asked if they had reached out to the merchant ( XXXX XXXX ) or the police and I was told that they hadn't and didn't need to. I asked to speak to a supervisor and he forwarded my to someone else who had the same thing to say. On this phone call, I asked for them to send my the documentation they used to determined to deny my claim. I was told that they would send that docuentation within 30 days. The supervisor did say that he would escalate it to an " executive committee '' for further review and that they would call me within 48 hours. I never received a phone call from Wells Fargo within that time frame nor have I received one as of XX/XX/year>. Wells Fargo withdrew the provisional credit of {$430.00} from my checking account on XX/XX/year>. I immediately went to a Wells Fargo branch and spoke with a banker and the bank manager who told me there isn't really anything they can do. They handed my the phone to call the Wells Fargo phone line. I was on the phone with Wells Fargo at Wells Fargo and got in contact with who I was told the complaint manager of my claim. He was not helpful and I was told that they will need another 10 days to review my claim again. I asked again for the documentation they used to determine to deny my claim and was told they would send it within 30 days. At this point, I have no faith that Wells Fargo intends to have a real investigation into my claim. They seem to be extending deadlines for decisions and making this as difficult as possible in the hope that I will drop it and they won't have to protect their customers against fraudulent transactions. Electronic Funds Transfer Act ( EFTA ) - Regulation E requires Wells Fargo to protect me against fraud at {$0.00} liability for me because I reported the fraud before the transfer had been made. Nebraska Consumer Protection Act prohibits deceptive or unfair business practices of which I believe Wells Fargo to be doing.

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