Consumer complaint received 2025-06-20 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: NY

Complaint narrative:
I am writing to formally dispute a denial regarding a claim I filed for unauthorized transactions on my Wells Fargo account and to request that the matter be re-investigated. 

On XX/XX/year>, I received four email alerts from Wells Fargo between XXXX XXXX XXXX XXXX XXXX  indicating declined transaction attempts at XXXX, each for varying amounts. Upon logging into my account, I discovered that three unauthorized transactions had successfully posted : {$210.00} on XX/XX/year>, {$2500.00} on XX/XX/year>, and {$4200.00} on XX/XX/year>. 

These transactions were not authorized by me. I immediately contacted the Wells Fargo Claims Department to report the fraud and initiated a claim on all three charges. Later that same day, I discovered that one of my cell phones was missing from my work bag, along with other important identification, debit, and credit cards. 

To formally document the incident, I filed a police report on XX/XX/year>, and faxed a PDF file to the Claims Department on XX/XX/year>. The fax included both the police report and a detailed written explanation of the situation. 

Several weeks later, I received a letter stating that my claim had been denied. On XX/XX/year>, I called the Claims Department for clarification. The representative I spoke with was dismissive and appeared uninterested in helping to resolve the issue. She stated that the denial was based on Wells Fargo sending me text message verifications for the unauthorized transactions. 

I clarified that my stolen cell phone was in the possession of the individual who made these fraudulent transactions, as I noted clearly in the PDF file I faxed. Therefore, any text message verifications would not have reached me or been approved by me. 

When I asked the representative to confirm receipt of the full faxed document, she stated they had only received the police report. This is concerning, as the written explanation was included in the same fax and preceded the police report in the document. It raises questions about whether the claim was thoroughly reviewed. 

The representative later changed the reason for denial, stating that I was notified by email regarding the unauthorized transactions that had been posted. I reiterated that I only received email alerts for the declined XXXX transactionsnot for the posted charges related to XXXX or XXXX. When I pointed out the inconsistency, she simply replied, Well now Im telling you were denying your claim because of the emails. 

Her tone was passive-aggressive and unprofessional, and she showed no interest in resolving my concerns. When I requested to speak with a supervisor, I was placed on hold. After a wait, I disconnected the call. 

To add to my concerns, I was recently informed by another representative that my claim was denied because I did not report the unauthorized transactions until XX/XX/year>. Based on this, they concluded that I must have been in possession of my card at the time the fraudulent charges were madesince the transactions occurred prior to that date. 

This reasoning is flawed. The date I reported the fraud reflects the moment I discovered the unauthorized activity, not when the theft or fraud occurred. As noted earlier, it was not until I received the email alerts for declined XXXX transactions in the early hours of XX/XX/XXXX that I became aware something was wrong. Upon logging into my account and seeing the posted charges, I immediately contacted Wells Fargo to file a claim. 

Furthermore, it wasnt until later that day that I realized one of my phones, along with my debit and credit cards, had gone missing from my work bag. 

This line of reasoning again suggests that the claim was evaluated using incorrect assumptions and without a full review of the timeline and documentation provided. 

I am deeply concerned about the integrity and handling of this investigation. The shifting justifications for denial, failure to acknowledge my entire documentation, and unprofessional conduct suggest the claim was not evaluated properly. 

I am requesting that my case be reopened and investigated thoroughly. If necessary, I am prepared to escalate this matter legally to ensure it receives proper attention. 

Thank you for your time and immediate attention to this matter.

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