Consumer complaint received 2024-11-07 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: MD

Complaint narrative:
XXXX ( XXXX ) unauthorized withdrawals from my Wells Fargo ( XXXX ) checking account ( XXXX ) occurred on Monday, XX/XX/year>, in the amount of {$10000.00}. Upon discovery that same day, I called XXXX toll free number immediately. I was informed that XXXX would only accept by phone, a complaint for XXXX of the XXXX unauthorized transactions ; XXXXATM withdrawals at the XXXX XXXX, MD XXXX, and XXXX purchase at XXXX directly across the street from the XXXX Branch. I was also informed it would take XXXX ( XXXX ) days for XXXX to resolve. The XXXX additional transactions were XXXX XXXX  inside XXXX nearby XXXX Branched in XXXX, MD and XXXX, MD. I was instructed to file a separate complaint for the XXXX in branch transactions at any branch office, which I did the following day on XX/XX/year> near my home, at the XXXX XXXX XXXX. I also filed a police report with XXXX XXXX Police, where I reside and where I was at the time of the unauthorized transactions. 

All of the transactions occurred in XXXX XXXX, over XXXX miles from my home, and where I was at that time. I had never been to any of these locations, nor even heard of them before this incident. 

My daily limit for ATM withdrawals is {$1000.00} according to XXXX records. When questioned, no one from XXXX has been able to explain how unauthorized transactions were able to be made in excess of {$1000.00} on Monday, XX/XX/year>, over XXXX miles away from where I was located. I had possession of my card at all times and never shared my PIN with anyone. 

On XX/XX/year> I did receive reimbursement of {$6000.00} in my new XXXX account ( XXXX ) as XXXX XXXX claim XXXX XXXX. 

On XX/XX/year> I received XXXX letters from the XXXX Claims Assistance Center, both dated XX/XX/year>. The first letter approved reimbursement and states, " We have completed our research of your claim about a charge of {$6000.00} ( was actually XXXX charges totaling {$6000.00} ), and confirmed it was unauthorized. As a result, we credited {$6000.00} to your account on XX/XX/year>, and reversed any related fees and adjusted interest, as applicable. '' This is fine, except for the XXXX  days wait while my account was depleted. 

The second letter also dated XX/XX/year>, however, states, " We have completed our research of your inquiry about charges of {$4100.00} on your account above. Based on the information available to us, and because the transactions were made using your card and Personal Identification Number ( PIN ), we found it was made by you or someone who had your permission. Please consider your case closed. '' Not fine, this is outrageous for the bank to treat the account holder this way and accuse me of making a fraudulent claim. 

The bank has cameras at each branch and ATM, as does XXXX where the final unauthorized " purchase '' was made. The bank also has records that will show my original account ( XXXX ) was closed on XX/XX/year>, and there were additional attempts to use the card by the unauthorized person after the account was closed. 

I want {$4100.00} returned to my account, and XXXX to stop treating account holders this way in the future, putting blame on the victim instead of the criminal. This may be a cheaper way to operate, by conducting insufficient investigation, but XXXX is accomplice to the crime instead of resolving the criminal activity.

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