Consumer complaint received 2025-11-21 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: GA

Complaint narrative:
I filed a fraud claim with Wells Fargo on XX/XX/year> after my phone, wallet, and debit cards were stolen and I was hospitalized XX/XX/year>. The unauthorized transactions include {$770.00}, {$860.00}, {$600.00}, {$720.00}, {$10.00}, and {$40.00}. Since filing, Wells Fargo representatives told me that submitting documentation ( police reports, hospital records ) is " incriminating '' and refused to request any documents even when I offered to send the documentation over and they also refused to assign an investigator or allow supervisor escalation. After a phone call today, Wells Fargo closed my claim within 10 MINUTES without assigning an investigator, reviewing my documentation, or verifying my police report. This is a premature closure, and violates Regulation E ( 12 CFR 1005.11 ), which requires a reasonable investigation and consideration of all consumer-submitted evidence. The reason they closed it is because I requested that my file be escalated and send to the office of the president for review for my provisional credit so I could make sure I can pay my rent on time so I don't face any hardship during the holidays after coming off of a XXXX  furlough. I was robbed and hospitalized and punished by my trusted banking partner for requesting an escalation. The Timeline was XXXX I was robbed, XXXX I noticed the discrepancies after receiving a new phone from my family and reached out to Wells Fargo to cancel my card and was told I can not dispute anything or order a new card until the transactions stop pending but transactions kept coming out so I used the mobile app to request a new card because mine was stolen, XX/XX/XXXX I was discharged from the hospital and immediately called after the pending stopped to report the fraud as well as get my police report. I then called and followed up to make sure they received my claim and ask them for the email to send needed documents to ( police report and hospital records ) I was told by Wells Fargo reps that my account would be audited instead of investigated and to call back in 24 hours but before that I XXXX  the claims document intake email and sent my police report and hospital records to XXXX and called back and verified they received it which they verified they did receive it. XX/XX/year> XXXX est on the dot I called back and asked about an update and was told there was no audit and that my claim had not been assigned to an investigator, I I also asked if they had looked at my police report or supporting documents sent and to my horror they said that they don't review documentation or ask for any because they don't look at it or verify it. I then requested my case be escalated to the president office for review and got refused. Right after we got off the phone call at XXXX est from a call that lasted 24 minutes they closed my claim at XXXX XXXX without assigning my case, escalating, verifying or reviewing it or any supporting documents.

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