Consumer complaint received 2025-06-15 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: MD

Complaint narrative:
b'Dear Consumer Financial Protection Bureau,\nI am filing this complaint to report Wells Fargo Bank for failing to comply with the Electronic Funds Transfer Act (EFTA) and mishandling my repeated requests for help regarding 375 unauthorized transactions totaling approximately XXXXSUMMARY OF EVENTSXXXX XXXX XXXX XXXX, I contacted Wells Fargo for the first time after identifying unauthorized charges on my account.  Rather than immediately investigating the issue or filing a claim, they instructed me to contact the merchant (XXXX XXXX) directly.\n\tI followed their direction and attempted to resolve the issue with XXXX XXXX but received only generic, automated responses with no resolution.  I have many emails from XXXX XXXX, none of which address fraudulent activities on my account.  The emails address any XXXX XXXX account holder.  I have never opened an account with XXXX XXXXI continued to inform Wells Fargo of my efforts by calling customer service on XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. I was in consistent communication and did everything they asked.XXXX XXXX XXXX XXXX, I visited a Wells Fargo branch in person.  XXXX XXXX at the XXXX XXXX branch advised me to file a fraud claim. \n\tWells Fargo denied the claim, citing that I failed to report the fraud in 60 daysdespite my first contact being XXXX XXXX, well within the time required by the EFTA.\n\tAfter the denial, I returned to the bank again and spoke with XXXX XXXX to express my concerns. He filed an appeal for the denial to the fraud department. The branch could take no formal corrective action at that time.  \nWHY IM FILING THIS COMPLAINT:\nWells Fargo is ignoring the explicit protections under the Electronic Fund Transfer Act, specifically:\n\tI reported the unauthorized transactions within the required time.\n\tI followed Wells Fargos instructions and remained in contact.\n\tThey failed to investigate properly and wrongfully burdened me with the responsibility of resolving the fraud directly with a third-party app (XXXX XXXX).\n\tI have lost over XXXX  because Wells Fargo failed to act responsibly and legally. I continue to suffer complete financial hardship and have been unable to pay my bills for 3 months.\nRequested Resolution:\nI am asking the CFPB to investigate Wells Fargos mishandling of the matter and compel the bank to:\n1.\tReopen and properly investigate my claim.\n2.\tReimburse the XXXX of un-authorized transactions.\n3.\tProvide the evidence that I authorized the transactions and how their actions comply with the EFTA.\nI have supporting documentation and will provide it upon request.  The documentation is information that Wells Fargo has freely available and includes:\n\tEmails with XXXX XXXX  that match timelines with my contact with Wells Fargo.\n\tTimelines of communications with Wells Fargo\n\tCopies of my monthly bank statements.  Specifically, identifying the 375 unauthorized transactions and proving that this is completely out of character for my banking history. \n\tNotes from my branch visits.\n\nThis situation is URGENT because of the financial hardship I am suffering. I have not been able to pay my bills in 3 months. This has affected my ability to live my everyday life. My health and automobile insurance have been cancelled; my electricity and telephone are in immediate jeopardy. Wells Fargo continues to charge me overdraft fees while this lingers on. \nThank you for your prompt attention to this urgent matter.  I hope for your assistance holding Wells Fargo accountable and recovering my lost funds.\nSincerely,XXXX XXXX XXXX XXXX XXXX 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