Consumer complaint received 2026-07-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am submitting this complaint regarding Wells Fargo 's handling of my unauthorized electronic fund transfer claim. I have disputed these transactions twice, and both claims were denied despite my consistent statement that I did not authorize them. On XX/XX/year>, {$2400.00} was electronically transferred from my savings account into my checking account. That transfer was then followed by withdrawals from my checking account. I did not initiate, authorize, or approve these transactions. At the time these transactions occurred, I did not log into my Wells Fargo mobile application or online banking, nor did I authorize anyone else to access my account or conduct these transactions on my behalf. As soon as I discovered the unauthorized activity, I reported it to Wells Fargo almost immediately because I recognized that these transactions were not mine. I have been a Wells Fargo customer since I was XXXX XXXX XXXX and have maintained my accounts with the bank for years. Throughout that time, I have taken my account security seriously, have never knowingly shared my online banking credentials, and have never authorized another individual to access my accounts. The transfer itself was highly unusual and inconsistent with my normal banking activity. I do not routinely transfer large sums of money from my savings account into my checking account, particularly in the amount of {$2400.00}, for the purpose of making withdrawals. This transaction was completely outside of my normal account usage, which I believe should have been considered as part of Wells Fargo 's investigation. Wells Fargo denied my claim and stated that it concluded I had authorized the transactions. However, I have never been provided with the evidence supporting that conclusion. In Wells Fargo 's response, the bank stated : " The transactions were online transactions and they were initially declined. The customer would have been notified by the merchant that the transactions were initially declined. The declined transactions were verified through our XXXX XXXX XXXX XXXX XXXX XXXX system and then were resubmitted by the merchant where they were then approved. '' This explanation raises several questions that have never been answered. The activity reflected on my account began with an electronic transfer from my savings account to my checking account, followed by withdrawals. It is unclear to me how the explanation regarding online merchant transactions and an XXXX verification relates to the transfer from my savings account. If Wells Fargo relied on an XXXX verification or other authentication to conclude that I authorized these transactions, I respectfully request that the bank explain exactly how that determination was made. I did not call Wells Fargo 's XXXX XXXX XXXX XXXX XXXX XXXX system to verify these transactions. I did not approve any fraud alert or verification request, nor did I authorize anyone else to do so. Likewise, I did not log into my Wells Fargo mobile application or online banking to initiate or authorize the transfer. If Wells Fargo 's investigation concluded that I did, I respectfully request that the bank provide the records supporting that conclusion. Specifically, I request that Wells Fargo provide : The exact date and timestamp of any login associated with the disputed transactions. Whether the login occurred through the Wells Fargo mobile application, online banking website, telephone banking, or another access channel. The IP address associated with the login. The device information or device identifier used. The authentication method used, including whether a password, biometric authentication, one-time passcode, or another method was used. Any records demonstrating that I personally initiated or authorized the transfer. The exact date and timestamp of any XXXX verification. The telephone number used during the XXXX interaction. The authentication method used during the XXXX verification. Any XXXX logs, recordings, or documentation associated with that verification. Any internal investigation notes or documentation explaining how Wells Fargo concluded that I authorized these transactions. To date, Wells Fargo has only stated its conclusion that I authorized the transactions. It has not explained the factual basis for that conclusion or provided the evidence it relied upon. Additionally, Wells Fargo previously referenced that my debit card remained in my possession during the disputed activity. However, the transactions I am disputing began with an electronic transfer from my savings account to my checking account. Possession of my physical debit card, by itself, does not establish that I personally authorized an electronic transfer or accessed my online banking. I respectfully believe Wells Fargo 's investigation was incomplete because it reached the conclusion that I authorized these transactions without providing the evidence supporting that determination. Given the unusual nature of the transfer, my immediate reporting of the unauthorized activity, and my long-standing banking relationship with Wells Fargo XXXX XXXX respectfully request that the investigation be reopened and that the bank produce the records supporting its decision. I am requesting the Consumer Financial Protection Bureau 's assistance in obtaining a complete explanation of Wells Fargo 's investigation, the evidence relied upon in denying my claim, and a fair reconsideration of my unauthorized electronic fund transfer dispute. My goal is to understand the factual basis for Wells Fargo 's determination and to ensure that my claim is evaluated based on objective evidence demonstrating that I personally authorized these transactions. If such evidence exists, I respectfully request that it be provided. If it does not, I ask that Wells Fargo reconsider its decision and provide appropriate relief.

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