Consumer complaint received 2024-09-02 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: ID

Complaint narrative:
On XX/XX/XXXX, I received a text message from Wells Fargo ( see attached ) asking me to confirm a purchase that was made using my debit card was authorized. I confirmed the validity of the text message by signing into my checking account and verifying that an unauthorized transaction for {$430.00} was listed in my Account Summary. I replied " N '' to the text message, and Wells Fargo responded by asking me to call them. After my text reply, I noticed that the {$430.00} was immediately credited in my account. I noticed no other unauthorized activity at that time.

I called the number, and the customer service representative asked me about two additional transactions that were made immediately after the unauthorized {$430.00} transaction : 1. A tele-transfer transaction that transfered {$3200.00} from my savings account to my checking account ( attached ; note that the transaction is dated XX/XX/XXXX, but actually occurred XX/XX/XXXX. I believe the discrepancy is due to the item being moved to my new checking account ) XXXX. A {$5700.00} transaction made using my debit card for DraftKings ( attached ) I informed the representative that both of those transactions were unauthorized. 

The representative stated that it appeared my accounts were compromised and strongly recommended closing my savings and checking accounts and canceling my debit card. I agreed, and then worked with the representative to file fraud claims for the unauthorized tele-transfer and the unauthorized {$5700.00} XXXX transaction. 

I next received two letters from Wells Fargo dated XX/XX/XXXX informing me that my claims had been closed ( see attached ) : XXXX. The claim for the tele-transfer was closed because the money was moved from one of my accounts to another, and therefore no funds were actually lost during the tele-transfer transaction. 

XXXX. The claim for the {$5700.00} unauthorized XXXX transaction was closed because, according to Wells Fargo, " we have determined the transaction was authorized or that a processing error did not occur. '' It is important to note that the XXXX website is geo-blocked in the State of Idaho where I reside ( see attached screenshot from XXXX XXXX XXXX  ). I can prove that I was in Idaho on XX/XX/XXXX because I took an international flight from the XXXX XXXX ( see attached ) a couple of hours after filing the fraud claims with Wells Fargo. 

Because Wells Fargo suspected my debit card may have been comprised as a result of the initial text message I received on XX/XX/XXXX, that two additional transactions occured immediately after that unauthorized {$430.00} transaction, that Wells Fargo suspected fraud had occurred such that they strongly encouraged me to closed my accounts, and that the DraftKings website is geo-blocked in the State of Idaho, XXXX believe my fraud claim for {$5700.00} was closed in error. 

No one other than myself was authorized to use my debit card. My debit card was not lost, and my phone was in my possession at all times. 

I am asking to CFPB to discuss this matter with Wells Fargo on my behalf.

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