Consumer complaint received 2024-03-04 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On Thursday, XX/XX/2023, I discovered that a Business Checking account ending in XXXX had been opened without my authorization at Wells Fargo. I discovered this fraudulent activity after logging into the Wells Fargo app on my mobile phone and seeing the account ending in XXXX listed on my online banking home page. The fraudulent account ending in XXXX was registered to XXXX XXXX XXXX. I have never heard of XXXX XXXX XXXX  ; furthermore, I have never authorized the opening of a Business Checking account associated with either my name or XXXX XXXX XXXX. 

The fraudulent checking account ending in XXXX was opened via an eDeposit of {$100.00} ( XXXX USD ) at XXXX XXXX  WST on XX/XX/2023 at the Wells Fargo branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA. I currently reside at XXXX XXXX XXXX XXXX XXXX XXXX and was not in XXXX XXXX on XX/XX/2023, or on any of the days listed in this complaint. 

Because my husband was in the hospital at the time I discovered the fraudulent account on XX/XX/XXXX, I was not able to contact Wells Fargo about the fraudulent account until Monday, XX/XX/2023. On the afternoon of the XXXX, I visited the Wells Fargo branch at XXXX XXXX XXXX near my home and was told I needed to call customer service to resolve issues regarding fraud and identity theft. 

On Monday, XX/XX/XXXX, XXXX same day I visited and was turned away from the XXXX XXXX XXXX Wells Fargo {$9000.00} was transferred from the Joint Savings account I share with my husband at Wells Fargo to the fraudulent Wells Fargo XXXX Account ending in XXXX. This transfer was made without authorization by my husband or me. The reference number provided by Wells Fargo for this {$9000.00} transfer is XXXX. 

On Monday, XX/XX/2023, following the unauthorized transfer REF # XXXX, an unauthorized ATM withdrawal for {$1000.00} was made in XXXX XXXX from the fraudulent account ending in XXXX. This ATM withdrawal occurred at XXXX XXXX XXXX XXXX XXXX XXXX, CA. The ID of the ATM used for this withdrawal is listed on the Wells Fargo app as XXXX. The transaction description available through the Wells Fargo app states that a card ending in XXXX was used for the withdrawal. To my knowledge, I have never possessed and currently do not possess a Wells Fargo card ending in XXXX. I did not authorize this withdrawal, nor was I in XXXX XXXX at the times of the fraudulent activities described herein. 

On Monday, XX/XX/2023, following both the unauthorized transfer REF # XXXX and the unauthorized withdrawal of {$1000.00} from Wells Fargo ATM ID XXXX, another withdrawal of {$6500.00} was made from the fraudulent account ending in XXXX. The information provided by the Wells Fargo online portal for this withdrawal is as follows : Category : Cash from Branch. Transaction description : WITHDRAWAL MADE IN A BRANCH/STORE. I did not authorize this withdrawal, nor was I in XXXX XXXX at the time of the fraudulent activity described. 

Since discovering these events involving identity theft and fraudulent activities, I have submitted an identity theft report through the Federal Trade Commission ( REF # XXXX ). I have filed a criminal report with the XXXX XXXX Police Department ( case # XXXX ) that has since been forwarded to the XXXX XXXX Police Department. I have activated 1 year fraud alerts through XXXX, XXXX, and XXXX. I have changed my Wells Fargo username and password and activated biometric login as well as two-factor authentication. I have also spent hours on the phone with Wells Fargo over multiple calls to dispute all fraudulent and unauthorized activity relating to both the fraudulent account ending in XXXX and my legitimate joint savings account. 

Wells Fargo Representatives have confirmed that the business checking account opened in my name was done so fraudulently, but they have denied all claims that money was moved from my joint savings account without my authorization. They have also refused to provide restitution for the money that was withdrawn from the fraudulent account. Representatives at Wells Fargo have failed to provide me with requested copies of investigation reports. I am at my wits end, and I am not sure what avenues to pursue next. Thank you for your time and assistance.

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