Consumer complaint received 2025-07-01 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
b'I dont know what else to do but I have on XXXX  1 filed a claim with the CFB or complaint. Im sorry.\nAnd on XXXX  2 was contacted by Rashida from the Wells Fargo Executive Office. It took a few times to get a hold of her to call back which I did spoke with her. Explain the situation of where I did not get a physical card when I opened up my Wells Fargo accounts my XXXX  was lost stolen. I mean, I left it behind and someone picked it up and stole it and with that use cards that were saved on my digital wallet, including my Wells Fargo I was not aware of this. I did not get another XXXX. I got a XXXX  and when I realize that my account that I created to save money for bills, Rent was empty. I immediately reported the situation while I was still waiting for my actual card from opening the account. The first claim was done incorrectly. It was not including transactions called again couple days later it told and spent an XXXX  and a half adding those transactions which were not added. Call the week later talk to another representative about an XXXX XXXX XXXX XXXX XXXX XXXX doing the same thing adding the missing transactions on the first claim once again and they were not included the third call the XXXX  decided to file a second claim to make sure that the transactions were being reported properly apparently that went to a different department than the first claim which made no sense because again was all done with the digital wallet since there was never a actual card the second department close that claim out denied it while the first claim was still be investigated, which was approved also because of Wells Fargos negligence and not advising me to change my account information change my passcode and my user ID update all that information I was unaware that I needed to do that thinking there was already security, alert, and fraud protection on the account activated from the original claim that a third claim had to be done because of transactions that arose again on a digital wallet because none of my information had changed The third claim was approved. I also escalated it to the highest escalation office within Wells Fargo twice providing documentation, providing calls, providing as much information as I possibly could to be denied again on the second claim, but again the first claim and the third claims those were approved, but because what I can only understand to bethe amount in question, it keeps being denied as well as I was belittled I was degraded. I was accuse  the amount in question, it keeps being denied as well as I was belittled I was degraded. I was accused and laughed at by the representative in this claim department who did the second claim.  Ive been trying to get a hold of XXXX  since I spoke to her I believe on the fourth or fifth I included screenshot and instead of her calling me from her number in North Carolina, which was saved XXXX  calling me from a one 800 number that my phone would ignore and send to voicemail that I didnt recognize. I have since added that number to her contact and advise that I did and since then havent gotten a call back. I have called and left messages. Ive called and it just goes straight to voicemail. Ive called And. It says that the voicemail box is full and doesnt accept voicemails. Usually that happens after she calls me and I try to call her back. I understand she works for the Executive Office but she assured me that it never takes her more than XXXX  days to do an investigation yet it has been a month. I have no idea whats going on. These are transactions from XXXX XXXX XXXX of this year. This has been a complete financial strain. I mean, theres just no way to recoup missing money like this and I just dont know what else to do I have been diligent. I have been patient. I have provided all that I needed. I have not once been asked by XXXX  to clarify information questions. Anything to me? It just seems like everybody is ignoringand brushing aside and its not important and as a XXXX XXXX, it has nobody better and brushing aside and its not important and as a single mom, it has nobody better herself but  XXXX  its a disheartening to know that a reputable bank thats been around for such a long time. It just doesnt seem like anything is a concern. I didnt know what else to do. Ive given as much time as I can and at this moment in time, I am up against the wall and I dont think its right that Ive had to wait for XXXX  fighting something that obviously shouldve already been taken care of and I just dont know what else to do XXXX  is very nice. She was very sweet. Thats why I guess its such a shock that I can never get a hold of her and this has not been worked on. I have a feeling giving it another XXXX is just going to result in the same information, no answers, except for debit card was issued, and a pin mightve been used, which has already been investigated and clarified screenshots evidence and everything has been sent. Theres no physical card never been activated. The only Physical card was the replacement card that was ordered when the first claim was filed, and the pin code was already answered because I used the pin code on everything and it is my daughters fathers birthday, which I even sent screenshots accessing on an old Apple device my what is left of my XXXX  account because Wells Fargo working with XXXX  was able to kind of security lock a lot of the features so the digital stuff wouldnt continue to keep happening and that was after the third claim was filed because of course, the first claim was still being worked on and investigated even when the second claim had been immediately denied like within a couple XXXX  it took I think a XXXX  for the first claim maybe even longer to be approved actually, I think it was approved once I escalated the second claim. So I dont want to state that XXXX  is not a wonderful person. I feel this is a Wells Fargo thing and I just Im tired of being treated like Im nothing and like everything is my fault and so sorry because the amount so much we cant help you but will give you the smaller amount instead it doesnt make any sense and then like Ive stated before during this whole investigation and sending the screenshots and everything else what I could I found an old one from before right before I ask Open the Wells Fargo account and then I was supposed to get a XXXX XXXX.bonus which was given and then XXXX  was taken by federal tax, which was insane considering that Ive been exempt for years and years and years and years again I can show proof I can show proof of my W-2s. I dont ever pay federal tax throughout the year, so I get back less at the end. I was not advised even in the email from the other escalated. Office still didnt answer the question of why randomly XXXX is taken because the IRS when I called them stated I didnt owe anything and they didnt have access to my Wells Fargo account so Wells Fargo took upon themselves to take XXXX of the XXXX  which was crazy and that one person would answer my question. I called immediately when I saw that you know other escalated Office and I dont know so the only thing I could think of was filing another CFB claim because I just I wanna make sure that is handled properly'

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