Consumer complaint received 2026-01-22 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: PA

Complaint narrative:
I am writing to formally appeal the denial of Claim regarding an unauthorized XXXX transfer in the amount of {$3200.00}. This appeal includes new material evidence that was not reviewed during the initial determination and warrants a theft-based re-evaluation. 

On Sunday, XX/XX/XXXX, at approximately XXXXXXXX XXXX my mobile phone was stolen. Immediately following the theft, attempts to call the device went directly to voicemail and it was no longer locatable, confirming that I was no longer in physical possession of the phone. 

At approximately XXXX XXXX  after arriving home and knowing that my phone had been stolen, I took immediate protective action by disabling my Wells Fargo debit card linked to my checking account. After securing my account to the extent I reasonably could at that time, I went to sleep for the night. Despite this action, at XXXXXXXX XXXX, an outgoing XXXX transfer of {$3200.00} was initiated from my Wells Fargo account. 

At the time of the transfer, I was not in possession of my phone, did not authorize, did not intend, and did not initiate the XXXX payment. I did not approve the transfer in any manner and did not receive or benefit from the funds. 
Authorization requires both intent and possession. Because my device had been stolen prior to the transaction, I lacked possession, and because I did not approve or initiate the payment, I lacked intent. A stolen device using stored credentials does not constitute authorization. 

This transaction is entirely inconsistent with my account history. I have never initiated an outgoing XXXX transfer from my account. The disputed transaction is the only outgoing XXXX payment on record and is highly unusual in both amount and timing. My last legitimate XXXX activity occurred on XX/XX/XXXX and did not involve sending funds. 

Additionally, no real-time push notification or urgent alert was received by me or by the joint account holder at the time of the transfer. An email notification was later received but did not provide immediate or time-sensitive notice of the transaction occurring at XXXXXXXX XXXX 

The XXXX transfer was sent to an individual entirely unknown to me. I do not recognize the recipient and have no prior relationship, communication, or transaction history with this individual. The transaction record reflects an identifiable recipient name and associated XXXX address, which I am prepared to provide upon request to assist with Wells Fargos review and any recovery efforts. 

Upon discovering the unauthorized activity at approximately XXXXXXXX XXXX I contacted Wells Fargo at XXXXXXXX XXXX  to report the transaction and take further protective action. 

A police report has been filed documenting the theft of my phone and the subsequent unauthorized financial activity : Police Report Number : XXXX Police Department Attached to this appeal are my sworn affidavit, proof of loss, and the police report, all of which establish that the XXXX transfer occurred after the theft of my device, without my knowledge, consent, possession, or intent. This transaction should be reviewed as a theft-based unauthorized XXXX transfer XXXX 


If Wells Fargo maintains its denial after review of this new evidence, I will immediately escalate the matter through the Consumer Financial Protection Bureau ( CFPB ) and pursue all available remedies to address the improper classification of this theft-based transaction. 

More Information : Complaint Narrative I am filing this complaint regarding Wells Fargos denial of a theft-based unauthorized XXXX transfer from my checking account in the amount of {$3200.00} ( Claim # XXXX ). 

On XX/XX/XXXX, at approximately XXXXXXXX XXXX my mobile phone was stolen. I was no longer in physical possession of the device. At approximately XXXXXXXX XXXX  after arriving home and knowing my phone had been stolen, I took immediate protective action by disabling my Wells Fargo debit card linked to my checking account. Despite this action, at XXXXXXXX XXXX an outgoing XXXX transfer of {$3200.00} was initiated from my account. 

I did not authorize, intend, or initiate this transfer, did not have possession of my phone at the time, and did not receive or benefit from the funds. Authorization requires both intent and possession. A stolen device using stored credentials does not constitute authorization. 

This transaction is entirely inconsistent with my account history. I have never initiated an outgoing XXXX transfer prior to this incident. The recipient was an individual unknown to me. 

I filed a police report documenting the theft and completed a sworn affidavit and proof of loss. I uploaded all supporting documentation on XX/XX/year> at approximately XXXXXXXX XXXX Wells Fargo denied my claim and later confirmed that the Claims Assistance XXXX did not receive or review the supporting documents before closing the claim. 

In its denial letter dated XX/XX/year>, Wells Fargo stated that the activity occurred through a secure online banking session by you or someone who had your authority and closed the claim without evaluating theft, lack of possession, lack of intent, out-of-pattern behavior, or the submitted documentation. 

Wells Fargo misclassified a theft-based unauthorized transaction as authorized solely based on device/session access and denied the claim without reviewing material evidence. 

I am requesting CFPB assistance to require Wells Fargo to properly review the submitted documentation, reclassify the transaction as unauthorized, and reimburse the disputed amount.

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