Consumer complaint received 2026-07-02 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: CA

Complaint narrative:
I called Wells Fargo bank to see why my debit card declined, while at a drive-thru at XXXXXXXX XXXX XXXX XXXX, on XX/XX/year> and the rep that answered the line stated I see why you werent able to get into the online mobile banking app, try to login now! I logged in and I seen all the charges that were unauthorized dated from XX/XX/XXXX, XXXX XXXX, XXXX with recurring charges to XXXX, XXXX XXXX and XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX, and XXXX XXXX and immediately filed a dispute. Claim # XXXX On XX/XX/year> I received notification from Wells Fargo Bank that the claim was complete and they denied my claim due to the purchases were made via applepay. I explained I did not complete these transactions and I did not authorize for them to be made. Around XXXX I noticed another transaction being declined by my account from Vetified Credit and I called the merchant and I was asked for my telephone number to look up the account and the rep could not find an account under my name. I then requested to speak to a supervisor and was transferred to XXXX XXXX and again provided my number and nothing came up. I then asked if I can provide another number and I provided the persons number who I suspected stole my info, which is XXXX and XXXX XXXX confirmed XXXX XXXX XXXX this account XXXX to my debit card. The next day XX/XX/year> I called back to XXXX XXXX and requested to have the cancellation email confirmation for that account to be emailed to me and the male rep I spoke with stated that an cancellation email confirmation was already sent to the email on file, and provided XXXX, I asked if they can also send to XXXX and they did immediately while on the line. I then asked to speak to a supervisor and explained I am not XXXX but this account was set up with my bank card and I did not authorize it. I was transferred to supervisor XXXX and I explained what happened and he provided all details of the account and stated that he would cooperate in any way with me and law enforcement with anything needed. On XX/XX/year> I called XXXX Police Department and requested to file a police report and Officer Hall ( I have the badge number ) called back and took the report. I provided everything and all information and the police report was completed ( I have the police report also ) on XX/XX/year> for Theft by use of access card information and sent over to the District Attorneys office. Since then the account has been closed and I have been to Wells Fargo bank where I was advised to call the claims department requesting that my claim be reopened or escalated based on new evidence obtained after the claim was denied. I have a completed police report classifying the matter as theft by use of access card information. The investigating officer independently contacted a merchant, XXXX XXXX, which confirmed that an account associated with the disputed transactions was linked to the suspects name and phone number. The officer collected evidence, attempted contact with the suspect, and referred the case to the XXXX XXXX XXXX XXXX Attorney for review. On XX/XX/year> at XXXX I called back to the claims dept spoke with XXXX and she transferred me to the Escalation dept and spoke with XXXX ID # XXXX reference number XXXX and he said he would send a formal complaint to the Executive Office and I can reach them at XXXX in XXXX business days. Another woman rep called me back and stated it take 10 business day. I still havent received my funds back and its been proven by Myself and XXXX XXXX already that my card info was stolen and my identity and I ah ent received any information from the bank.

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