Consumer complaint received 2025-07-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
This complaint involves fraud committed on a XXXX patient involving a Home Equity Loan, a credit card and a checking account. The patient was diagnosed in XXXX with XXXX XXXX XXXXXXXX at which time XXXX XXXX wrote that he was unable to handle his own finances. I hold the power of attorney. In XX/XX/XXXX, XXXX XXXX wrote a second report stating that the XXXX was incurable and irreversible, and that the patient would never again be able to handle his own finances. XXXX XXXX  XXXX is distinct from XXXX related to XXXX or other forms -- the patient can appear " normal '' but have no understanding of what a financial scam or that he has been scammed. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The patient 's conditions is continuing to worsen and he has been scammed several times. 
1. On XX/XX/XXXX I went to Wells Fargo and gave them a copy of the Power of Attorney and XX/XX/XXXX report by XXXX XXXX I specifically asked that they do not provide the patient with a credit, debit or other card or online access to the accounts. I spoke with XXXX XXXX and XXXX XXXX. 
2. On XX/XX/XXXX I went into the online banking to check the accounts. I noticed an unauthorized charge of {$5000.00} and another of {$100.00} to the HELOC. Both amounts had been transferred to the checking account. The patient denied any knowledge of the transactions. In the past, however, he has shared financial data with strangers. The {$100.00} was used to " pay '' the credit card. I immediately went to the bank and spoke again with XXXX XXXX but she said I had to call the loan department and did not address the unauthorized access to the checking account and credit card. 
3. I immediately telephoned the loan department on XX/XX/XXXX. Wells Fargo froze the HELOC. I asked to get a new HELOC account number and transfer the existing account to a new number because I would need funds to do home repairs. Wells Fargo said they would send me a " packet '' so that I could transfer the existing HELOC to the new account number. To this date, XXXX XXXX XXXX, I still have not received the packet. They also issued a replacement credit card to me. 
4. One XX/XX/XXXX I again check online banking. There was an unauthorized {$50.00} cash advance with a related fee on the new credit card. The patient denied any knowledge of the transaction. I again went to the bank. While with the banker I spoke to the fraud and credit card departments. Wells Fargo froze me completely out of online banking, saying that the charge had been on my login. [ They later admitted it was not on my login. ] 5. Later that same day, XX/XX/XXXX, there was another {$50.00} transfer and related fee. I couldn't get into the account because Wells Fargo had frozen me out. Wells Fargo finally closed the the account and also issued my a replacement card. 
6. On XX/XX/XXXX. I went back to Wells Fargo and asked the banker to assist me to log onto the account. While with the banker I spoke on the phone with the credit department at which time they notified me of the second {$50.00} charge. The credit department then admitted that the transactions had been on the patient 's card, not mine, and that they had not locked that card. Wells Fargo reversed the fees on only one of the two fraudulent charges. I was transferred to online banking. They corrected my online login but I had to wait until XX/XX/XXXX to call and actually be able to sign in. They had said on XX/XX/XXXX that they would freeze the patient 's card and that they would lock the patient out of online banking. 
7. On XX/XX/XXXX, I logged onto Wells Fargo and saw an unauthorized {$2500.00} transfer from my credit card to the checking account and an ACH payment to an unknown XXXX credit card in the amount of {$1000.00}. Neither the patient nor I have a XXXX account. In addition, {$800.00} was transferred from my savings account to cover the " overdraft '' and additional fees were accessed. I again called the credit department and told them that the fraud was still occurring and that the charges were not authorized. I told them not to issue a new card, but they refused and issued a new card. I wanted the credit cards cancelled and closed. They then transferred me to the fraud department and I spoke with " XXXX ''. He said the ACH transfer occurred on XX/XX/XXXX and was " caught '' by Wells Fargo. He said that Wells Fargo should be reimbursing the " overdraft '' and other charges and reimbursing me for the fraud. This has not been done. 
8. On XX/XX/XXXX, Wells Fargo closed by HELOC rather than sending me the paperwork as promised on XX/XX/XXXX so that I could roll the HELOC over to a new account number.

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 non-monetary relief