Consumer complaint received 2025-07-29 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
b"I filed a dispute via telephone with Wells Fargo on XXXX  for funds stolen from me and forced withdrawals by XXXX  from XXXX XXXX XXXX XXXX XXXX. My XXXX  children, my mother and I are victims of XXXX XXXX. We were held captive from XXXX XXXX XXXX XXXX XXXX. The XXXX  and other perpetrators gained access to my bank accounts from multiple financial institutions and took all of our belongings, including our cellphones, identification, birth certificates, social security cards, and my ATM/debit cards. They forced me to give my PIN number to withdraw funds from ATMs and I was forced to withdraw funds from a branch while they waited outside or sent someone inside with me to monitor my actions. My family and I were threatened with violence and being XXXX if I did not follow the XXXX directions. My XXXX  XXXX  old daughter was held in a house and I was told that she would be XXXX  if I didn't do as instructed and if I alerted anyone. My XXXX XXXX  XXXX  son was being monitored by XXXX  members at a different location and the same threats were made against him. The XXXX  threatened to go to the XXXX XXXX where my mother was living and harm her. Majority of the time I was beaten before being forced to enter a banking branch when they couldn't withdraw the money themselves. When I escaped in XXXX XXXX  I did not immediately report the crime to law enforcement due to being afraid and the ties the XXXX have to law enforcement, the community, and gangs. I was taken to a shelter for safety, then moved to a shelter in another state because it was unsafe to stay at the shelter that was near where the crime was committed. A clinician at my current shelter made the call to law enforcement in XXXX XXXX  because I was too afraid. I reported everything that happened at that moment and a police report was filed. I reported the money that was stolen from me to law enforcement and the financial crimes are under investigation as part of the XXXX XXXX case. I called Wells Fargo to file the dispute and explain what transpired on XXXX. I was given a claim number and told that a decision would be made in 10 business days. I waited over 10 business days with no correspondence. I called Wells Fargo again to get the status of the dispute. I was told that there was documentation needed such as a police report and more information about the case. I submitted my police report along with other documents to the email address given to me, XXXX XXXX XXXX. A representative name XXXX  contacted me the next day. She needed more information. I explained what happened to me in great detail and that I submitted the documents the previous evening. She stated that she did not see the documents but that it could take 48 hours to be sent to the department handling the dispute. I waited 3 more days without receiving a response and called Wells Fargo again. I was told that my claim was denied. I asked if the documents had been received and was told that they had been received but the claim was still denied. I asked for an explanation for the decision and was told no more information was available. The withdrawals were as follows:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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 monetary relief