Consumer complaint received 2026-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
This issue involved my Wells Fargo Checking account for which I have been a customer with Wells Fargo since 2016 ( back when they were XXXX ). My phone was stolen on the night of XX/XX/XXXX or early in the morning XX/XX/XXXX. I met up with someone for a date and the person I met up with was apparently not they person they told me they were and waited for me to go to sleep and when I woke up the next morning I realized my phone was gone and that there were numerous fraudulent transactions throughout many of my financial accounts including my Wells Fargo Checking account. I immediately called the bank to report this activity and began the claims process. Apparently the person that fooled me was able to gain access to my phone and as mentioned above there were numerous financial transactions initiated fraudulently and without my authorization. In total the person who stole my phone was able to initiate over {$3000.00} in fraudulent activity. One issue I have, is that I specifically remember the last transaction made on my account which was a {$360.00} withdrawal on XXXX/2026. After making this withdrawal the balance in my account was approximately {$540.00}. My issue is that I did not even have the sufficient funds for these transactions to occur. What appears to have happened is that when this person gained access to my Wells Fargo account they submitted two cash advances from each of my Wells Fargo credit cards in the amount of {$1500.00} ( {$3000.00} total ) which then allowed my account to have the sufficient funds so that the thief/hacker was able to send out over {$3000.00} from my account. In addition to my Wells Fargo claim about my checking account, I also had to establish a claim with the Wells Fargo Credit Card Dept. for each {$1500.00} cash advance transfer that was made with each of my Wells Fargo credit cards. I was able to successfully dispute each of the {$1500.00} cash advance transfers with the Wells Fargo Credit Card Fraud Dept and they took a total of {$3000.00} ( {$1500.00} for each card ) out of my checking account to apply back to my credit card balances. I was happy this happened, however, I am unsure as to why the Wells Fargo banking team is saying I didnt have fradulent activity when I was able to successfully dispute the transactions with the Well Fargo Credit Fraud department XXXX That being said, the funds that were sent into my account ( the cash advance transfers ) should have never been there. Thus, the amounts that got sent out of account, I do not think I should be liable for. If anything, I should only be liable for the {$540.00} that was left in my account after I made my final transaction which was the {$360.00} ATM withdrawal. In addition to this activity, there was fraudulent activity on my XXXX, XXXX, XXXX, and XXXX. I was able to successfully resolve multiple transactions that occurred on my XXXX account with their fraud team and I was also able to successfully dispute a transaction that took place in my XXXX account. I received a notice in the mail for part of my claim that totaled to {$1000.00} that they were unable to accept my claim for which they rejected it and falsely claimed that I was the one who made these transactions. I also have an issue with this process, as I can log onto my app today ( XX/XX/XXXXXXXX/2026 ) and it still shows my claim involving the amount above ( {$1000.00} ) is still being investigated and has not yet been resolved. This is ridiculous that my electronic app does not reflect the information that was sent to me via snail mail. In addition, when I called to speak with Wells Fargo each person in the Fraud department was not very help and could hardly give me any information. I specifically asked if there was an appeal process and I was told no. I have researched this online and I am seeing that you are able to appeal, however, I have received very little communication about all of my claims since they were originally opened on XXXX/2026. I have had my account with Wells Fargo for close to 20 years and I have never had anything like this occur. The lack of professionalism and the inconsistency in communication from a financial institution of this size is unfathomable. This has been a dreadful process and it is also very irritating because if this was investigated thoroughly it is clear that there was fraudulent activity on my account. How can Wells Fargo Credit card approve a fraudulent claim only to be rejected by the Wells Fargo banking team with little to no explanation. This needs to be handled better or my business will be going elsewhere.

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