Consumer complaint received 2024-03-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Account opened without my consent or knowledge
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Subject : Urgent Request for Investigation and Refund of Fraudulent Activity by Wells Fargo Dear Consumer Financial Protection Burea, I am writing to bring to your immediate attention a matter of utmost importance regarding the fraudulent activity that has transpired within my accounts at Wells Fargo. Despite my repeated attempts to seek resolution, Wells Fargo has failed to cooperate and has provided unreasonable excuses, thereby obstructing the process of refunding my remaining {$31000.00}, which was unlawfully drained from my accounts. 

The information I am seeking is crucial for identifying the fraudster responsible for these despicable actions, particularly surveillance footage from security cameras near the Wells Fargo ATM Machine in XXXX XXXXXXXX XXXX XXXXXXXX New York ATM ID XXXXXXXX Card Ending-XXXX. Shockingly, Wells Fargo is denying access to this footage under the guise of security reasons, despite acknowledging the occurrence of identity theft and fraudulent activity on my accounts. This blatant refusal to cooperate constitutes a breach of contract on their part, as banks have an inherent duty to safeguard the assets and interests of their customers, a duty which Wells Fargo has evidently neglected. 

Moreover, Wells Fargo 's Enterprise Complaints Management Office contradictory statements regarding the acquisition of a debit card and the opening of an Everyday Checking account further compound this egregious situation. I visited multiple Wells Fargo branches in XXXX, XXXX, and XXXX XXXX, totaling five in number, and was consistently met with denials regarding the ease of obtaining an ATM card and opening an online account. Furthermore, their requirement for proof of address and identification documents, including a driver 's license or passport, contradicts their assertion that obtaining a debit card is a routine matter. This either points to a gross oversight in their security protocols or, worse yet, complicity on the part of Wells Fargo employees in facilitating the fraudulent transactions. 

Despite my repeated requests for transparency and cooperation, Wells Fargo 's Enterprise Complaints Management Office has persistently denied me access to vital information regarding the breach of security measures that allowed the fraudster to bypass their supposedly robust security protocols. This refusal to provide essential details is a clear violation of consumer protection regulations, including 1005.6 Liability of consumer for unauthorized transfers, particularly given my extenuating circumstances of being out of the country XX/XX/2023 and changing addresses, which prevented me from promptly notifying the bank of the fraudulent activity. 

Furthermore, their interpretation of my current address as XXXX XXXX XXXX XXXX XXXX XXXXXXXX New York XXXXXXXX, with which I have no affiliation, further highlights the incompetence and negligence exhibited by Wells Fargo in handling this matter. Despite my repeated requests for a thorough investigation and the refund of my {$31000.00} stolen funds, Wells Fargos Enterprise Complaints Management Office has continuously delayed and postponed my requests for obtaining crucial evidence about their investigation. They have offered nonsensical explanations, delayed answering my phone calls for up to 48 hours, always claimed to be busy, in meeting or redirected me to different departments, ultimately resulting in neglecting my request and citing internal security reasons as justification. 








To exacerbate matters, I have been subjected to harassment and intimidation at my home and place of business, purportedly instigated by Wells Fargo through the XXXX Police Department and the Aging & Disabilityies Department Adult Protective Agency. Even the attending officers expressed surprise at the baseless nature of these interventions, as I had already filed a report regarding the occurrences. It is evident that Wells Fargo 's intimidation tactics are designed to deter me from seeking justice and restitution for their gross negligence and mishandling of this situation. 

Given the severity and urgency of this matter, I urge the Consumer Financial Protection Burea to intervene immediately and conduct a thorough investigation into Wells Fargo 's Enterprise Complaints Management Office actions. I demand that {$31000.00} the refund process be initiated without further delay and that I be provided with regular updates on the progress of the investigation. You can reach me at XXXX XXXX XXXXXXXX should you require any further information or clarification. 

I expect prompt and decisive action from CFPB to hold Wells Fargo accountable for their actions and to ensure that justice is served. 

Sincerely, XXXXXXXX XXXX XXXXXXXX XXXX

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