Consumer complaint received 2025-12-02 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: FL

Complaint narrative:
Subject : Formal Request for Executive Review and Reopening of Fraud Claims From : XXXX XXXX XXXX XXXX Account Number # XXXX To : Wells Fargo Executive Office / Claims & Fraud Department Dear Wells Fargo XXXX XXXX, My name is XXXX XXXX XXXX XXXX, and I am urgently requesting your direct intervention and review regarding several unresolved fraud cases associated with my accounts. I am submitting this request pursuant to my rights under applicable federal consumer-protection laws, including the Electronic Fund Transfer Act ( EFTA ) and Regulation E, as well as my constitutional right to due process in matters concerning financial harm and identity theft.

1. Background and Prior Verified Fraud Case In 2024, I reported unauthorized ACH transactions on my account. Despite my immediate notification, the Fraud Department took no effective action. I was forced to involve legal counsel, who contacted XXXX XXXX directly. After XXXX XXXX conducted a full investigation, it was determined that the transactions were unauthorized, and the funds were ultimately returned to my account. 

This issue was documented under : Wells Fargo Case Number : XXXX This case has been resolved, and I am providing it as a documented example of similar misconduct and mishandling. 

XXXX. Current Fraud Claims Requiring Immediate Reopening I am now facing the same pattern of fraudulent ACH activity and the same lack of timely and appropriate action from the Fraud and Claims Departments. 
I respectfully request that the following cases be reopened, reconsidered, and fully reinvestigated : # XXXX # XXXX # XXXX # XXXX # XXXX Additionally, several unauthorized transactions were never listed or included in the initial claim files. All related transactions should be added to the investigations as required by federal law when new evidence or supplemental documentation is provided. 

XXXX. Evidence Provided by XXXX and XXXX Regarding Fraud Both XXXX and XXXX have independently confirmed fraudulent activity involving my accounts. They attempted to issue refunds, but the refunds were rejected by Wells Fargo due to account closure, leaving me financially harmed despite their acknowledgment of the fraud. 

I have full documentation supporting these findings, including : Written confirmations from XXXX Written confirmations from TikTok Refund attempt records Identity theft evidence Prior case documentation XXXX. Concerns of Mishandling, Negligence, and Discrimination Based on repeated delays, lack of follow-up, and inconsistent information, I believe my claims have not been handled with the level of diligence and impartiality required by federal consumer-protection standards. 

Given my past experience and the similarity to the XXXX  case, I feel discriminated against, neglected, and deprived of proper protections afforded by federal law. The emotional distress caused by this extended situation has been severeespecially as my son has been XXXX XXXX XXXXXXXX treatment for the past three weeks, placing an overwhelming burden on my family. 

XXXX. Request for New Case Management and Executive Oversight I am respectfully requesting : Immediate reopening and full reinvestigation of all listed claims.Removal of all previously assigned staff, including Case Manager XXXX XXXX XXXX, due to lack of effective communication, incomplete reviews, and failure to act on provided evidence.

Assignment of a specialized, senior-level investigative team or executive-level claims specialist to handle my case.

A full written explanation of : Why the refunds from XXXX and XXXX were rejected Why my claims have not been addressed for months Why required steps under Regulation E were not followed 6. Legal Protections and My Rights as a Fraud Victim As a consumer who has been a victim of fraud and identity theft, I am protected under : The Electronic Fund Transfer Act ( EFTA ) Regulation E The Fair Credit Billing Act Federal Identity Theft Protections My constitutional right to fair treatment and due process Under these laws, Wells Fargo is required to : Conduct a timely and thorough investigation, Provide provisional credit when warranted, Consider new or supplemental evidence, And correct any errors or failures in handling my claims. 

7. Final Request Given the documented pattern of errors, mishandling, and previous validated fraud on my account, I request immediate executive-level review and written confirmation that these cases are being reopened and escalated.

Based on the handling of my fraud claims, I believe the following rights and protections have been violated : Violation of my rights under the Electronic Fund Transfer Act ( EFTA ) Failure to conduct a timely, complete, and good-faith investigation of unauthorized electronic transactions.

Failure to provide required updates and explanations regarding the status and outcome of the investigation.

Violation of Regulation E ( 12 CFR Part 1005 ) Failure to provide provisional credit within the required timeframe after I reported unauthorized transactions. 

Failure to consider new or supplemental evidence ( including documentation from XXXX and XXXX ) as required. 

Failure to re-open or re-evaluate claims despite the emergence of new proof confirming fraudulent activity. 

Improper denial of refunds and improper closure of claims without meeting the regulatory standards for dispute resolution. 

Violation of my rights under federal identity-theft protections Failure to take reasonable steps to protect my account after reporting identity theft. 

Failure to properly investigate identity-theft-related transactions when credible evidence was submitted. 

Failure to assist in clearing fraudulent activity despite third-party confirmations ( XXXX and XXXX ) supporting my claims. 

Potential violation of the Fair Credit Billing Act ( FCBA ) Failure to rectify billing errors and unauthorized transactions in a timely manner.

Failure to comply with obligations to correct inaccurate or invalid charges once evidence was provided.

Denial of my right to fair treatment and due process Repeated mishandling, delays, and inconsistent communication that deprived me of a fair and impartial review.

Failure to provide clear written explanations for rejected refunds, claim denials, and procedural deviations. 

Failure to provide equal treatment and adequate protection compared to my prior validated fraud case ( XXXX XXXX. XXXX ), raising concerns of discrimination or negligent disregard of my claims. 
Failure to properly handle third-party refund attempts Wells Fargos rejection of refunds from XXXX and XXXX both parties confirming the transactions were fraudulentresulting in preventable financial harm. 

I am prepared to provide all documentation, communications, identity theft affidavits, and evidence supporting every aspect of this complaint. 

Thank you for your urgent attention to this matter. I look forward to a prompt and lawful resolution. 

Sincerely, XXXX XXXX XXXX XXXX

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