Consumer complaint received 2024-07-25 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: FL

Complaint narrative:
Description of Incident and Appeal of Denied Fraud Claim I am writing to formally report the mishandling of my recent debit card fraud claim by Wells Fargo Bank. I have been a loyal Wells Fargo customer for nearly 20 years, and the treatment I have received regarding this issue has been extremely disappointing and frustrating. 

Incident Overview : On XX/XX/XXXX, I used my Wells Fargo debit card for the last time at a XXXX location. Later that afternoon, I received a text message from Wells Fargo about a suspicious transaction at XXXX. Believing this to be related to my earlier transaction, I did not immediately act. Unfortunately, it appears my card was lost at this location and subsequently used by an unauthorized individual. 

Fraudulent Transactions : The scammer made multiple fraudulent transactions at various locations, including XXXXXXXX XXXX XXXX XXXX. Despite my immediate action to report the missing card and fraudulent activity to Wells Fargo on the same day, my claim was denied. I was informed that my claim lacked " indicating factors '' of fraud, which contradicts the very nature of the notifications I received from Wells Fargo about suspicious activity. 

Details of Fraudulent Transactions : XXXX transactions at XXXX : {$40.00} {$17.00} {$20.00} {$20.00} {$20.00} {$24.00} XXXX transactions at XXXX : {$200.00} {$74.00} Police Report : I have filed a police report regarding this matter and was assigned case number XXXX. During my discussions with the Wells Fargo claims department, I encountered a lack of support and an unwillingness to provide necessary information, such as merchant addresses and phone numbers, which are crucial for the police investigation. I had to personally research the merchant locations : XXXX merchant : XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX, FL XXXX XXXX merchant : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX with Wells Fargos Response : The confirmation of my legitimate XXXX transaction has been misinterpreted as an indication that all subsequent transactions were authorized, which is not the case. This misinterpretation has led to an unjust denial of my claims. On the day the fraud took place, it was evident from my online banking statements that the scammer attempted to use my card multiple times at the same location, with some transactions being declined and subsequently approved upon repeated attempts. This raises concerns about possible collusion between the merchant and the scammer in these illicit activities. 

Lack of Support : Throughout this ordeal, the Wells Fargo claims department has demonstrated a lack of desire to assist me. From the initial call to file the claim to the most recent discussion on XX/XX/XXXX, I have encountered closed-mindedness and a dismissive attitude. Even basic information requests, such as the merchant 's address or phone numbers, which are vital for the police investigation, were refused. 

Conclusion : This experience has been horrendous, and I feel neglected as a long-time customer. If Wells Fargo does not rectify this situation, I will be compelled to close my accounts and take my business elsewhere. I hope for a thorough and fair review of my appeal to resolve this matter justly.

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