Consumer complaint received 2024-01-21 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
On XX/XX/year> @ XXXX AM, I received a text message alert from Wells Fargo asking if I recognized two charges from my debit card for the amount of {$410.00} and {$900.00}. I was awake at the time and immediately called Wells Fargo XXXX XXXX and told them that I did not make those purchases and they told me that a couple more were pending from XXXX as well and they were going to cancel my Wells Fargo debit card and send me a new one. When I got up later that morning, I saw that those charges from XXXX and a couple of other companies were still showing up on my account so I called the XXXX XXXX back at Wells Fargo and told them that there was more charges. They noted it and credited back my account in the amount of {$720.00}. On XX/XX/year> I received a letter in the mail from Wells Fargo stating based on the information available to them they found the charges were made by me or someone who had my permission and that they were going to deduct that amount from my checking account in 10 business days. I called the XXXX XXXX back and they said the XXXX that handled my case said that the purchase was made in person with my device. I advised them that I did not make the purchase, nor did anyone else have permission to use my account/debit card and my debit card has always been in my possession. They refused to talk to me anymore, I spoke to a individual by the name of XXXX who then passed me off to a supervisor by the name of XXXX ( They would not give any other identifying information other than first names ). Both said there was nothing they could do. I asked to speak to someone higher up than XXXX and he said there was no one else to speak to. I advised them that, I even got a letter from them the same day saying that one of the companies that items were purchased from the fraud had actually refunded me the money. Wells Fargo said well that was the merchants decision. I advised them that if that one merchant came to that conclusion, could you not look into it a little further. XXXX sounded like he was getting short with his answers and basically was reading from a script repeating that was all they could do. After getting off the phone with Wells Fargo, I started to do my own investigation ( XXXX XXXX XXXX ) and contacted the one business that I was able to track down on the internet. I submitted a fraud claim via email with the company XXXX XXXX who advised via email ( I have all emails for proof ) that the item that was purchased in the amount of {$690.00} was purchased via their website and NOT in person as Wells Fargo stated. They sent me a copy of the invoice and it had my billing address in Washington but was sent to an address with my name on it in Florida. XXXX XXXX said that the item had already been shipped and delivered so I would have to contact my bank to make a fraud claim. There is one other business that had a charge but I was unable to obtain that business name. The total in fraud that went through ( Thousands was used via XXXX but we were able to stop those before the bank finalized them ). When speaking to XXXX a total of 8 XXXX, 2 XXXX XXXX XXXX and 1 XXXX XXXX were attempted to be purchased. XXXX could not tell me the state it was purchased from but that all were done within minutes of each other and that it wasn't from a state even close to Washington State and none of the items were to be sent to Washington State. A fraud report was made to XXXX and that is XXXX. After speaking to all the companies that I could find information on, I then called back Wells Fargo and stated that I wanted to see about reopening my case as I have proof from the companies that all the charges were made via the internet and not in person. They advised they would not reopen the case, when asked why, I was told that their decision was final. I asked how can if be final when I have proof that I did not make the purchases in person like Wells Fargo said I did and obviously the XXXX did not look into this fraud case, and then I stated if Wells Fargo did not believe Fraud occurred why did they cancel my card, reissue me a new card and contact me in the beginning. XXXX ( Wells Fargo XXXX XXXXt and was very nice ) said that she was sorry but that there was nothing she could do and when asked if I could speak to a higher supervisor, I was not given that ability. My card was compromised and I did not make those charges, Please, if there is anything you can do to get those funds back. I don't use XXXX XXXX, ( Actually don't really know how it works ) I know when I got a new card awhile back, Wells Fargo did something so it was attached to my digital wallet but not even sure what that means. I always use my debit card. It would be very helpful and I would be appreciative. I have all the emails, screen shots, statements, if you need them. If anything, please help other people by making it known that their money is not safe with Wells Fargo Banks. Thanks you! XXXX XXXX

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 monetary relief