Consumer complaint received 2024-10-28 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: NC

Complaint narrative:
On XXXX XXXX my husband received texts that he assumed were fraudulent phishing texts. I checked our account and saw {$1400.00} taken from our account with an unknown name and XXXX. We immediately called Wells Fargo bank and told them that someone removed our funds. The rep. asked my husband if he or I authorized the transaction and he emphatically told them NO. We then started a claim, because even though Wells Fargo suspected fraud ( ie texts ) they paid the fraudster anyway and never verified the transaction with us. If Wells themselves suspected fraudulent activity, why would they pay the fraudster?? On XX/XX/XXXX our money was returned and we assumed all was well. We were fine and without issues until XX/XX/XXXX when we were out of town XXXX XXXX XXXX XXXX, I checked by account and noticed that the money was taken out again on XX/XX/XXXX. It was about XXXX and I called Wells from a hotel, only to be told by the rep that she could not give a reason and I would have to contact the fraud department the next business day, which was XXXX. On XXXX  on our way home we called Wells only to have the rep be totally dismiss our plight and make rude comments and continue to say, '' Hum, that's weird '' as we were describing to her what happened. I told her that I felt she was being rude and asked to speak to a manager. He listened but again told us that for proprietary reasons, he could not discuss the reason for denial. I thought, " You can't be serious '' You can allow someone to take {$1400.00} out of our account, you put the money back in andXXXX months later out of the blue, remove it again?? '' On this same evening, my husband put a new card used to pay bills on his XXXX XXXX  and within XXXX seconds, someone in XXXX  used the card to purchase an XXXX. We immediately called Wells to file yet another claim and explained that evidently someone was going on that we had no control of. They were dismissive at best. On XXXX XXXX, we sent an appeal letter with great detail and asked Wells to thoroughly investigate the issue, as we could not afford to lose our money. We offered to have our devices checked and begged them to help us as their loyal customers. They failed us again and again and did not take the matter seriously, or investigate thoroughly, as they informed us via secret email messaging that we were denied again. How can you claim to be thorough in a three day period? The answer, You are NOT! When we received the private email we didn't open it because we were paranoid and thought it was fraud again. My husband went into our local branch to verify that the email was authentic. We called the fraud department again and they told us again that they were not able to give a reason, only to say that the transaction was approved. That is a blatant lie and could never be proven because it never happened. They would know that if they would be willing to talk to us in depth or us their " experts '' to check our phones and devices as offered. They did not do due their due diligence and simply brushed us under the rug. The rep told my husband that we needed proof that we did not authorize or pay they money. We got a letter from XXXX ( Listed on the transaction with a foreign name ) stating that they have no record of a {$1400.00} payment or transaction for anything. We called them back stating that we had the proof, only to be told that it didn't matter and the decision stood. WHAT? Why have us jump through hoops when you had no intention to investigate the matter? We have not been treated fairly and as a matter of fact, we have been treated like we did something wrong., It was our money that was taken without permission. It was us that had to borrow from XXXXXXXX XXXX XXXXXXXX in order to pay the mortgage after the money was removed the second time. It's us that is asking to be treated fairly and for justice to be served. I've always heard negative things about Wells and now I personally know they are true. They simply don't care about the customer. I tried one more time to get a reason, by calling the fraud department on XX/XX/XXXX only to have the rep be condescending and rude. I was upset and did not hide the fact, and she made it worse by putting me on hold for over 15 minutes. How unprofessional!! We want to say on record that we never gave or authorized any such transaction, never received any goods or services for such transaction,, have no idea who is behind what is obviously a fake account, never allowed anyone to have our card or given anyone permission to use our card or purchase anything. We never got anything, except a drained account and poor customer service. Please Help us to resolve this matter in a professional and serious matter. Thank you.

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