Consumer complaint received 2024-09-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
I have clearly had my phone spoofed, my accounts accessed, and provided everything I can., Wells Fargo had back charged XXXX  for charges starting in XXXX XXXX XXXX I believe. Because I called them back late, they said that they can not help me and the case was closed. They said because XXXX closed the case that it is over. This is ridiculous. I called them back after they left a voicemail on the XXXX. Reaching out today they stated that basically my case was closed and that's it. I have provided everything showing my phone was spoofed, my emails have been accessed, i get calls or text messages EVERY day from scam people. I had not touched these accounts since XXXX because I was planning on going back to school and they have DRAINED my account. I even disputed the positive deposits because they are not mine. They state they have compelling evidence but. I stopped using XXXX back in XXXX. I sent a phone into XXXX and told Wells Fargo that i did not wipe the phone and ever since then, I have had multiple issues with all my accounts. I show logins on my XXXX and social media from all different states, get tons of XXXX messages stating someone in XXXX is trying to log in to my accounts. ITs pretty clear something is going on but they just denied the claim without a real explanation other than I called back too late. I have not received any explanation as to why they combined account claims. There is multiple chargebacks for different companies, different dates, it is all confusing. I even told them today I need help understanding and it was denied to even have an explanation. Basically my account is now out thousands of dollars, they took a couple hundred more from a positive balance today, and I have ben told that I have zero ability to do any appeal whatsoever. 

As for working with XXXX ... good lord. They do not even understand the issues I had trying to tell them to stop cancelling XXXX one. They then kept charging me extra fees, I had to keep telling them to stop cancelling the Coinbase one ( which helps take care of fees ) they would charge me tons of fees, refuse to refund them, then start charging me TWICE for XXXX XXXX monthly. This was a major reason I stopped using them, and the volatility of crypto being another. I wanted to just hold my money, get back in school, and plan on moving to XXXX XXXX. Upon doing my business taxes I found all the transactions and missing money. DOZENS. Even positive deposits I have requested they remove. Coinbase is CHARGING ME FOR THE MONEY THAT WELLS FARGO HAS DENIED. IM BEING DOUBLE CHARGED ..... 

XXXX has told me its too bad because someone logged in with the email. They barely speak English, they do not return calls, they have zero effort to assist, explain, or help and do not seem to care that I am out thousands of dollars. I have locked that account from being used. XXXX clearly lacks the infrastructure to help people with fraud and Wells Fargo does not seem to care or try if it means it is an abnormal situation. I understand that ip 's or emails might be similar or whatever, but I have explained thew timeline and what I think is going on. I HAVE explained the phone being spoofed. the numerous scam texts, emails, etc I receive. MY twitter has been hacked, multiple bank accounts have had the debit card compromised. I have had crypto wallets compromised because of that phone! And I know they can see it having been used before! None of this matters and again, they are charging me while Wells Fargo is denying the claim so i have thousand s in negative balance and a bill for thousands of dollars from XXXX TOO!

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