Consumer complaint received 2024-02-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I have been a Wells Fargo customer for over 14 years, and on XX/XX/XXXX, at XXXX I checked my online banking, and I noticed something off with my accounts, my money was not in my accounts, my personals savings account, my daughter personal savings account, and my business checking account, my money was not there a total of XXXX was taken out without of my accounts, without me knowing I was not aware nor authorized by me, I did not made those transfer and I did not requested Direct Pay from Wells Fargo Bank XXXX 

As soon as I noticed about my money not being in my accounts ; I immediately called Wells Fargo Bank to check what was going on with my money, I initially thought it was an error or something like that, I was on the phone with them almost 2 hours and they transfer me from one department to another and lastly to online fraud department they said that money was transfer through direct pay from my business account to direct pay companies that I do not know, so the money was transfer from my personal savings and my daughters saving to my business checking account and from there direct pay were made to companies that I do not know and I did not authorized any of those transactions. 

In XX/XX/XXXX I noticed that Direct Pay was active, and I immediate called Wells Fargo Bank, to let them know about it, I told them that I did not request the direct pay service, the person whom answer my call was a lady she ask me If I active the direct pay service, I told her no, that I did not activated it, not online nor over the phone or in person, and she said she will go head and cancel the service, and later on the holidays XX/XX/XXXX XXXX, XXXX XXXX XXXX was use to take money out my account to pay companies that I do not know, and now my money is gone. They even sent me an email stating that the direct pay was closed on XX/XX/XXXX, so I thought everything was fine. 

They said they will conduct an investigation that it will take up to 10 days and they will call me or send me a letter, and 3 day later XX/XX/XXXX, they finished with their researched and come up with the decision that those transaction was made through a secure online banking session by me or someone who had my authority. NO one have/had or has my authority I'm the only one, and no one else have my authority nor my personal information to login to my bank accounts. 

They closed the involved accounts with the incident and re-open me new accounts. The business account I had to go personally and closet it because I was scared that the little money that I have left will disappear since they did not close that account. 

Since online claim department did not help me, and they closed my claim, I had to get in contact with the Wells Fargo executive Office to escalate my claim to help me getting my money bank to my accounts, XXXX and XXXX From executive office are helping me with my claim they contact me and email me a Case number for daughters Account and another Case number for my business account, but I don't see any Case number for my personal savings Account Unless these two case numbers cover all three accounts involved in the incident. 

Wells Fargo Bank has been neglecting my accounts. even when I cancel XXXX XXXX a service that I did not request in first place it supposed to be cancel since XX/XX/XXXX, and a month later I called to asked why it was activated, I request them to cancel direct pay, and in weir/odd hours like XXXX XXXX my money was taking out of my account using direct pay they neglected my money and my accounts that's not acceptable. 

They never even mention to me or advised me to close my accounts for my security when I first called to cancel direct pay back in XX/XX/XXXX, they didn't even mention anything like that, so I thought everything was fine and trusted Wells Fargo Bank with my money and they fail me in every possible way. 

Moreover to make it worse, disappointed and frustrating On XX/XX/XXXX they " Wells Fargo Bank ' charged me again for direct pay and the service supposed to be cancelled by then, and today XX/XX/XXXX, they send me an email with a summary of a direct pay charging me again and I don't want that service I never wanted it, I never activated direct pay myself, it supposed to be cancelled since XX/XX/XXXX they know by now that direct pay was used to take my money and they kept the service and charging me for something that I don't want, they have been neglected and now they want to wash their hands and saying it was me making those transfer when I did not they don't want to take any responsibility, I called already 3 times to cancel a service that I did not request and that I have never use never. I called them today again, but it was closet so I'm going to call tomorrow XX/XX/XXXX during business hours to cancel it for the fourth time and ask them why I'm getting charge if it has been cancelled already, it has been so frustrating ; I'm emotionally stress since the incident. 

I do know what to do or where to go to get help, I asked them if I have to go to the police or FBI to make a report about the incident and they said not to go until the investigations is completed, is a lot of money I worked really hard to save it, I was saving to buy my first home and my daughter was saving to buy her first car, she just graduated high school and she is in her first college semester without a car. 

This is unacceptable from Well Fargo they just want me to wait and wait not taking any responsibilities, and I can't wait I need my money to continue my business, I struggle this month to pay my rent and my bills, I owe money to the IRS I'm making payments and I still have to make more payments and I don't have the money. Since the incident everything has been so hard and frustrating. 

Attached please find emails from Wells Fargo about the direct pay cancelation on XX/XX/XXXX, also emails about them changing me even after I called to cancel, and they send me a summary for direct pay again charging me. 

Thank you so much in advance for your help.

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