Consumer complaint received 2025-02-11 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: TX

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX I received a fraud alert, text message from Wells Fargo for {$XXXX} to an unrecognized vendor. I was asleep during this time so I did not see the message until the morning. As soon as I saw it, I selected the option that I did not recognize that transaction. I then called Wells Fargo and disputed a multitude of transactions that all happened between the time that I received that text message and the time that I was able to respond. There were XXXX return transactions associated with my debit card all XXXX amounts slightly above {$XXXX}. Then there were a multitude of {$XXXX} XXXX XXXX  transactions. 
These transactions happened after Wells Fargo notified me about the fraud. Wells Fargo has since denied my fraudulent claim to the XXXX XXXX transactions as stating that is normal spending. It was a total of around {$XXXX} in the middle of the night to a slew of random numbers. This was in no way me and I have disputed it with both Wells Fargo and XXXX XXXX  to which they have denied it. Wells Fargo did take care of the XXXX transactions that originally flagged the fraud. However, they did nothing about the subsequent transactions that are reported as fraud as they happened Between the time of me receiving the throttle alert and me replying to the fraud alert. I do not understand how Wells Fargo can send me a fraud alert and deny transaction however allow thousands of dollars to be sent through XXXX XXXX  at the same time. I then was sent a replacement debit card That never got to me. This debit card was either lost or stolen and Wells Fargo never notified me. My notification was after a long grocery trip with my XXXX young children. My card was declined through XXXX XXXX, as they were able to set that up for me when I called in before I received my physical debit card. Once this happened, I called in to which they told me there was no way for me to receive a new debit card as my address was undeliverable. I live in a neighborhood in the middle of a city with XXXX people. I get XXXX XXXX XXXX And most other couriers all the time. Finally after arguing with the representative and trying to push the issue of the fraudulent transactions and my debit card being sorted out, he was able to rush me a debit card to which I received in XXXX days. Well, that was nice. It is absolutely ridiculous that a debit card of mine was just floating around After Ive already had fraud and I was never notified. Wells Fargo refuses to take responsibility for allowing my bank account to be compromised for almost {$XXXX} and only sorting out {$XXXX} of it. They wanted me to dispute it with XXXX XXXX  with which I did, however, you can only contact them through email and I received a denial with no explanation. Neither company is taking responsibility and I am being left to take all the repercussions for their sloppy security.

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