Consumer complaint received 2023-12-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Everything started on XXXX XXXX XXXX I started getting text messages from the bank with verification codes asking to verify my identity following that I received XXXX phone calls saying they needed to verify my information since I was on a public place that was very loud they couldnt hear my I said I was going to call back and that I was not trying to make any transactions, I continued to get messages from Wellsfargo with verification codes through XX/XX/2023, on that day I got a call at XXXX form a local are code and it saying Wellsfargo on the caller ID I got the call and the person speaking identify him self as a XXXX form the bank that he needed to verify some information and that I could give him my login account and my email, to which I answered no that I will call the bank to see what was it that they needed from me which we answered good lock with that. 
Immediately after hanging up I call the XXXX number from the back of my card and somebody answered and I ask that i needed to know what was going on with my account that I think somebody was trying to take money from it without my authorization in which he responded let me have your business account number and I said I have XXXX accounts my personal and my business but I didnt know which one had the issue he said give me both and I responded dont you have it there and he said yes but they are covered, I was a little hesitant to give my bank account but since it was me the one who maid the call I gave it to him and the he ask for my phone number and I said is the same Im calling from and he said is in case the call gets disconnected and I have it to him, as soon as I gave him both things he ask for he proceeded to transferred my call to someone that was going to help me with the issue I had and the call immediately he transferred me got disconnected. 
As soon as that happened I had a feeling that something was not right and I got on my online banking and the had just withdrawn XXXX from my business account when I first saw the transaction it appeared like if it was a check which I do not have checks on my accounts ; I immediately call back and asked what was going on and nobody could help me nobody new the answer to that and that I needed to wait for the transaction to cleared out I said that that was not an authorized transaction that it wasnt me who may it and that I needed to fiel a complaint ant I need to talk with somebody because that was fraude and that I was suspicious that it was somebody from inside the bank because I never gave my information to nobody except when I call the bank and gave the account number and the phone number the said that they where going to file my complaint and that I needed to wait for 10 days and they gave me a case number. After those 10 days passed I call again to ask about the case I gave them the case number and they said that number didnt exist and that there was no complaint field, so I explained again what happened and they said that now the complaint was made and that I had to wait again another 10 days. 
I think 2 days passed and I was not happy with the situation so I when to the branch near me to ask about my case with another new case number and they couldnt find anything with that number, the XXXX came and to help to see what happened and after a while he was able to locate all the calles I made with the complaints but he said that everything was done wrong and that he was going to help me with that we finally field the complaint and he said to wait 10 days again. By now the transaction was already cleared but now it was not showing that it was a check but that it was a withdrawal from a branch in XXXX a city in XXXX where I live and that it was made with the card and the pin I told them that that was impossible because I have the card and I dont even use it I dont even now the pin, he said that wait for the claim response, and finally yesterday I got a letter from Wellsfargo saying that they denied my case and that the transaction was authorized, I then proceeded to call the bank again and they said that the case was already closed and that the investigation was final decision and that they could reopen the case, I asked for the investigation documents and that I needed to see the cmaras all the cctv videos from that day because I have never been in that branch before, the representative said that they have proves of my signature and the security questions and that the ID was provided on with the transaction, that if I wanted to speak with the investigator he could contact me, I agree and ask for his name but she said that was confidential so I asked how can I be sure if is really from the back if I dont know the name, but anyway I agree to get the call. When this person contacted me he wanted again my bank account information in or there to verify it was my I said I was not going to give no more information over the phone that he was the XXXX calling and he knew it was me, he became really rude and I said that if I have to take this issue to court I would do it and he hang up on me say the no longer couldnt speak to me, hours later I got XXXX calls from Wells Fargo again and every time I would answer the call would get disconnected and after another call I didnt answer they left me a voicemail saying something about my complaint and that I needed to call a number that he gave on the message which I didnt because at this point I XXXX thats that bank and I dont really know who is from the bank and whos not. 
Thank you for your time I really really want this to get solved because is not fair that you trust your bank and you think your money is secure in a place and is not and they can do whatever they want, I really want to see the video from the branch they took the money and to investigate that branch XXXX, I forgot to mention about how I now on what branch was it and it was on XXXX of the calls I made XXXX of the representatives gave me the location, and I want to clarify I have never ever been in that bank before and I have my id with me

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