Consumer complaint received 2025-02-28 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: VA

Complaint narrative:
This started as an innocent enough fraud detection, but is quickly evolving into something else. 

On XX/XX/XXXX, I received a text from Wells Fargo that asked if I recognized a charge. I replied No, and received a reply telling me to call their XXXX number immediately. I called and checked my account while waiting on hold, identifying numerous other fraudulent charges that I did not authorize. I gave this information to their employee, and Claim # XXXX was initiated for {$4500.00} On XX/XX/XXXX, I further checked account history back to XX/XX/XXXX, and identified two other fraudulent charges that I did not authorize. I called Wells Fargo to give them this information, and Claim # XXXX was initiated for {$170000.00}. 

Total of my claims is {$6300.00} Today, on XX/XX/XXXX, I checked on the status of my claims. They both show as closed. There is no explanation as to why they are closed ; Wells Fargo has not sent me an email. Each individual charge in the claims says " removed ''. The dispute reason " don't remember this transaction '' is inaccurate. My account balance has not been restored. 

I have called Wells Fargo many times today, and I keep getting different or wrong information. This is very stressful ; it has affected my work and I am losing sleep over it as we speak. 

First, this afternoon, I called Wells Fargo and was told that the claims had been combined into one claim & somehow escalated. I asked how I was supposed to know this, through what visibility? Their employee replied that their policy is to send a message through the physical mail ... in XXXX ( yes ) ... without any documentation in a virtual medium ( yes ) ... and yet my claims still say closed ( yes ). 

After work, I went to the local police dept and filed a police report ( XXXX XXXX XXXX with XXXX VA Police ). 
Then I went home and called Wells Fargo to inform them of this. 

Second call, I got an employee who claimed he was new, did not speak clearly, and was truly incompetent. This employee 's incompetence is best illustrated by the fact instead of transferring my call, they just put down the phone ( minutes of background noise ). I hung up. 

Third call, I got an employee who gave me information that conflicted with the first call : my claims, as I was now being told, had not been combined, but had both been assigned new case numbers. 
Next I asked if we could make a note in the claims about the police report being filed. I was given an email where I could send this information. 

The email address provided was XXXX@wellsfargo.com I sent an email to the email address provided, and it was undeliverable ( return to sender ). My email was brief, text-only, no attachments, nothing strange, no reason why it should not deliver. 

At this point, I trust no information that I have gotten from Wells Fargo because the information I have received is conflicting, and as a company they apparently have gaps in their training. I can only trust what I can see. 

What I see is : My claims have been closed with XXXX transparency, and were documented with an inaccurate reason in the first place. 
Wells Fargo 's fraud detection missed numerous fraudulent charges. 
Wells Fargo is refusing to work with me. 
Wells Fargo gives me email addresses that don't work. 
Wells Fargo says they'll transfer my call, but they just put down the phone. 
Wells Fargo gives me conflicting information about things that should be easy to interpret on their end. 
Wells Fargo thinks that an acceptable way to update a financial claim in XXXX is to close said claims and send snail mail, with no other transparency or notification.

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