Consumer complaint received 2024-08-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
XX/XX/XXXX The basis of my complaint is that my Wells Fargo Bill Pay account was hacked when a Bill Pay category ( XXXX XXXX credit card ) was added to my Bill Pay account and {$1900.00} was taken from my account without my knowledge, consent, permission or authorization. Wells Fargo is denying my claim, does not believe my account was hacked and have concluded that after their research, theyve found that " the transaction was made through a secure online banking session by you ( me ) or someone who had your ( my ) authority and that no other processing errors occurred ''. This is not true. I do not, nor never had a XXXX XXXX credit card. 
It is my belief that Wells Fargo has conducted an incomplete investigation with a faulty conclusion. I further assert that Wells Fargo is not considering my signed affidavit stating that the transaction did occur without my knowledge or consent and that other circumstances surrounding this incident are not being considered. The events and other circumstances will be detailed below as succinctly as I can demonstrate. In fact, in talking with several Wells Fargo representatives about their research, no one was able to tell me what device they determined had been used, what time of day the transaction occurred, whos IP address was recorded and whether in their research anyone reached out to XXXX XXXX. 
On XX/XX/XXXX, a woman by the name of XXXX who identified herself as a Case Specialist with the Executive Office Complaint Department with Wells Fargo reached out to me, where previously no one had. At this time, I provided her all the details I could about the hack, and she said there would be further consideration, and shed get back to me within 10 business days or less. XXXX reached me on the morning of XX/XX/XXXX and informed me that they would still deny my claim. I was very angry and frustrated, and she continued to assert that in their research it was still determined that the transaction was made with my consent. Of note is that this woman was completely and utterly devoid of any empathy or concern, in itself disturbing. She offered little to no assistance. 
I asked her if they had contacted XXXX XXXX during their research and her response was essentially avoidant and she directed me to either contact XXXX XXXX myself or to call the Wells Fargo Claims department myself. I also asked what my next step was in my complaint, and she was not able to help me. When I called the claims department, the recording said I had an up to thirty-minute wait, so I hung up. 
I have now contacted XXXX XXXX and with the assistance of XXXX XXXX who faxed the requested information, they are conducting some research into this incident. This Im sure will still take several weeks. 
Finally, what I believe that Wells Fargo is not taking into account is the following : That on XX/XX/XXXX and on or about XX/XX/XXXX, my XXXX  credit card was hacked and my points stolen and then on XX/XX/XXXX, my XXXX  XXXX XXXX account was also hacked. I informed XXXX of all of these events. 
Ive never, to my knowledge possessed any kind of account with XXXX XXXX It seems that Wells Fargo has failed to recognize that it is possible for a hacker to make it appear that a transaction came through my device I live alone and have no children or ex-wives who might have access to my account information I have not given anyone any of my banking information Why would I have called Wells Fargo as soon as I saw on my Bill Pay account the first time the XXXX XXXX account was added? 
Why would I have called Wells Fargo the 2nd time I saw the XXXX XXXX card added the second time to stop the payment? 
Why did I receive a notification that a payee was added to my Bill Pay account the second time the XXXX XXXX account was added ( XX/XX/XXXX ) and not the first time ( XX/XX/XXXX )? I may have been able to prevent the debit from going through had I been notified. 
Why would I have gone through the trouble of changing the email accounts attached to my Wells Fargo account and my other financial accounts. 
Finally, why would I have gone through the trouble of changing my username and passwords on all of my financial accounts multiple times and the username and password for my email and Ive now signed up for a more secure email account and linked my accounts to this? 
There is more but Im afraid Ive already written too much. 
Respectfully, XXXX 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 explanation