Consumer complaint received 2022-03-01 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: CA

Complaint narrative:
On XX/XX/2022 I had {$1700.00} taken from my checking, and {$510.00} taken from my savings account from Wells Fargo. I noticed this on the same day it occurred XX/XX/2022 while checking my online banking. Upon further investigation on my, I saw that it was a debit card I had never seen, owned, or ever had in my possession throughout my time with Wells Fargo, and also it was taken out from an ATM in XXXX XXXX XXXXXXXX, while I live in California. That same day I immediately contacted Wells Fargo over the phone to report fraud on both my checking and savings account. I stated to them that this fraudulent card was a card I never owned. My fraud claim for my checking account was denied on XX/XX/2022. 

On XX/XX/2022, I called Wells Fargo to ask why my case was denied. Upon questioning this man, he stated that there might have been a miscommunication or clerical problem in which the person I was originally talking to misinterpreted saying I owned this fraudulent card that took all my money ( when I never even knew this account existed ). Upon hearing this, I was very upset and wanted Wells Fargo to put in a new claim because it was a clerical mistake. When our conversation continued, this man stated that he would just connect this case to the existing case I had with my savings. This did not sound right to me. The next day, I went into a Wells Fargo Branch office in my hometown to discuss the denial. Upon the manger doing some digging, she discovered that a fraudulent bank account was created under my name from New York. She was able to confirm that it was fraudulent as it was created recently. Once we discovered this, she tried talking to the fraud team, but once they were no help, she escalated my issue to the Wells Fargo Enterprise Complaints Management Office. The Wells Fargo manager even told me and I quote what the fraud department did to you seems very unethical. I also asked her about getting all my money back into my savings account which she told me I was lied to. 

As of XX/XX/XXXX, I also reported this case to the police as identify theft/fraud as I had unauthorized access to my bank account. I also received a letter from Wells Fargo that came after my money was stolen dated XX/XX/2022 that stated they were closing an account I had never seen before. This letter even though it was dated XX/XX/XXXX wasnt received by me until XX/XX/XXXX. There is also concrete evidence that I used my credit card from Wells Fargo on the day that the {$2200.00} dollars was taken from my account in my hometown at my local gas station, thus further my claim that I was not me as my money was taken out from an ATM in XXXX XXXX XXXX while I was and live in California. I am a victim of identity theft. I never received any mail or email notifying me that my emails were changed, which I only found out while talking to the complaints management office.

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