Consumer complaint received 2025-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
Summary of the XXXX Wells Fargo wrongfully denied my fraud claim by asserting that my husband authorized the ATM withdrawals and electronic transfers, and by claiming they can prove the card used was not fake or that a biometric login equates to authorization. 
These conclusions are incorrect, unsupported, and do not reflect a reasonable investigation. 

We did not give anyone access to our account, our PIN, or our card. 
We did not authorize any ATM withdrawals or electronic transfers. 

Despite this, and despite clear signs of account compromise, Wells Fargo denied the claim and then withdrew an additional {$650.00}, causing further harm and pushing my account negative. 

I am requesting CFPB review because the denial appears inconsistent with Regulation XXXX standards, and the banks actions have caused severe financial harm. 



What Happened XXXX. Unauthorized ATM Withdrawals and Transfers Criminals accessed our account and conducted unauthorized ATM withdrawals and multiple fund transfers. 
My husband did not authorize these withdrawals, and we did not give out our PIN or card. 

ATM fraud can occur through : XXXX XXXX XXXX card data Device compromise We are victims of account theft, not authorizers of the activity. 



XXXX. Total of XXXX Unauthorized Transactions Across approximately XXXX hours, criminals performed : Numerous ATM withdrawals Multiple unauthorized transfers Repeated rapid-access activity This pattern is consistent with criminal activity not consumer behavior. 



XXXX. Fraud Alert Triggered, But No Intervention During the attack, XXXX XXXX XXXX sent a fraud alert text to my husbands phone. 
Despite this alert : The account was not frozen No one contacted us The activity continued No intervention occurred This shows the bank recognized suspicious activity but failed to stop it. 



XXXX. Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX Wells Fargo denied the claim saying : My husband gave someone his information, A biometric login proves authorization, And they can prove the card used was not fake. 

All of these conclusions are incorrect. 

We did not share account information. 
We did not authorize any login. 
We did not authorize ATM withdrawals or transfers. 

Wells Fargo has provided no evidence that either of us performed or approved the activity. 



XXXX. INSERTED SECTION BANKS CARD WAS NOT FAKE CLAIM IS NOT PROOF OF AUTHORIZATION Wells Fargo told us they can prove the card used was not fake, and therefore the ATM withdrawals must have been authorized. 

This reasoning is incorrect : Proving a card was not fake does not prove WHO used it. 
XXXX ATM data does not prove consumer authorization. 
Criminals frequently skim real cards or clone magnetic strips. 
A compromised PIN allows criminals to withdraw from ATMs even with legitimate card data. 
The bank did not provide : ATM camera footage PIN entry logs Device access logs Any record tying the transactions to us Regulation XXXX does not require us to prove how criminals obtained card or PIN data only that we did not authorize the transfers. 

The banks denial appears based on assumption, not evidence, and does not meet the standard of a reasonable investigation. 



XXXX. XXXX XXXX XXXX Not XXXX XXXX Wells Fargo also claimed that a biometric login means my husband authorized the transactions. 

This is incorrect because : He did not perform the login. 
A compromised device can trigger biometric authentication without the user. 
Biometric login is not proof the consumer authorized ATM activity. 
Wells Fargo did not provide device or access logs supporting their claim. 



XXXX. New Withdrawal of {$650.00} After the Claim Was Closed After denying the dispute, Wells Fargo withdrew {$650.00} from my account. 

This caused : A negative balance Late fees and collection fees Damage to financial standing Risk to my active mortgage underwriting Loss of income from time off work Significant hardship during a medical difficulty This is new harm directly resulting from the banks denial. 



XXXX. Improper Burden Placed on XXXX Wells Fargo told me to contact my phone XXXX to prove fraud. 
This is inconsistent with consumer-protection expectations because the bank, not the consumer, is responsible for determining authorization. 



Resulting Harm Because of XXXX XXXX actions, I have experienced : Loss of {$1200.00} from unauthorized ATM/transfer activity Loss of {$650.00} from the banks new withdrawal A negative account balance Late fees and collections Mortgage underwriting in jeopardy Loss of income and time Emotional and financial hardship The harm is ongoing and severe.

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