Consumer complaint received 2023-10-02 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: NC

Complaint narrative:
On XX/XX/2023, my car was broken into in a parking lot and my purse was stolen. At XXXX, I realized it had been stolen and turned off my credit card, trying to figure out next steps as I was still working with a client and was unable to give it my full attention. Between XXXX I received a series of emails from Wells Fargo stating that my debit cards were being charged. In total, 3 Wells Fargo debit cards were used at a nearby XXXX, and 4 transactions were attempted : 2 for {$500.00} and 2 for {$500.00}. Only 1 out of the 4 transactions went through, and the others were declined. All declined transactions were marked as " insufficient funds '', although at least one of the accounts certainly had sufficient funds, so I believe it was declined for suspicious activity. I also received an automated Fraud Alert email at XXXX, asking me to verify two of the transactions on the same account : {$500.00} which was approved ( this is the one my claim is for ), and {$500.00} which was declined. This email shows that their system automatically flagged the transactions as fraudulent. 

As soon as I was able, as I was still with my client, I turned all of my cards off ( some were automatically turned off due to fraud detection ) and called the police, then Wells Fargo. I filed a police report and my clients gave witness statements. I spoke with multiple Wells Fargo representatives to order new cards and report the one approved transaction as fraudulent ( this call took place around XXXX ). I was told I didn't need to report the other transactions as fraudulent because they were declined. Wells Fargo issued me a provisional credit for that {$500.00} transaction. I then went to the XXXX store where the fraud took place and searched through trash cans to try to locate my purse, as well as speaking to a store manager who reviewed the security footage and confirmed that two men in masks had used my cards to attempt to purchase {$500.00} XXXX gift cards, and were successful at purchasing two - one with my aforementioned Wells Fargo debit card, and one with a credit card from another bank. 

On XX/XX/2023, the provisional credit was reversed, and I was charged {$500.00}. I noticed this on Sunday, XX/XX/XXXX, and called Wells Fargo, and was told by a representative that I would need to call back the following day to speak with someone at the claims center. On XX/XX/XXXX, I called the claims center and was told that the claim was closed with no evidence of fraud and they would not provide me with any information as to the reason. I then went to my nearest Wells Fargo branch, sat down with a banker, and he went through the same steps that I did and was told on the phone that no information would be provided and they would not reopen the claim. On XX/XX/XXXX, I found a letter from Wells Fargo from XX/XX/XXXX that I had not previously seen, informing me that I was entitled to copies of the documents used in making the decision to close my claim. I called the number listed and requested those documents, and was told it could take up to 30 days to receive them and that even with these documents, my claim was highly unlikely to be reopened. 

Wells Fargo 's website states that " Wells Fargo Debit and Credit Cards come with XXXX Liability protection at no extra cost. You wont be held responsible for unauthorized card transactions, as long as you report them promptly. '' I reported the transactions promptly and took all possible steps to provide as much evidence as possible, so I should not be held responsible for the unauthorized transaction.

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