Consumer complaint received 2025-12-04 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:
I have been a loyal customer to Wells Fargo for almost 20 years. I have a checkings account with them and my account has always been in good standing. Last month I had a lot of problems as far as fraud with 2 different accounts, one account being with Wells Fargo. XXXX XXXX I received a call about my account with XXXX having a transaction that needed approval. I answered the call and I immediately realized it was fraud so I got off the phone. Not even an hour later my account was plagued with transactions that I didnt approve. I immediately changed my card number. Im thankful that XXXX  was able to give my back what was taken from me. Fast forward to XX/XX/year> I receive a call about my Wells Fargo account. I didnt answer because of what happened with my XXXX  account. I thought that me not answering will stop the fraud from happening, but I was so wrong. With my Wells Fargo account I am an authorized user for my mothers account so her account shows on my online banking. I was at work and I received a text from the real Wells Fargo about a transaction. It was a small transaction but I wasnt familiar with it so I replied to the text that it wasnt me. I then went on my account to see outrageous transactions. I was hacked. The hacker was able to login to my online account and transfer money from my mothers account to mine and make {$900.00} in transactions. I screenshot the transactions and sent them to my mother and asked her whats going on. She immediately called Wells Fargo about what happened. I called when I got a chance while I was at work. I explained everything that happened and they put in a claim. I also told them that this person was able to login so my mother and I not only changed our username and passwords, we had to get new accounts. I explained everything to them. They gave me a provisional credit which I wasnt familiar thankful for. It took a lot of calling to make sure they were really trying to help me. I thought they did until today XX/XX/year> I received notification that my account was back in the negative because the transactions that I put a claim for were back on my account. I was being charged for something I didnt do. I called Wells Fargo to get an explanation. I end up talking to XXXX who said there was proof that I had my card during the transactions. Mind you I never said the card was lost. He was not explaining anything correctly and he did not try to help at all. I asked him is there anyone else I can talk to and he said theres no one that can change the denial of my claim. A company Ive been with for my entire life wouldnt believe me. I told them to look at my history with the company. My account has been in good standing for many years. I have had an overdraft in over 10 years. I am devastated. I receive direct deposit to my account and my money will be gone. Not only that, I will have overdraft fees that they dont care about. Wells Fargo DID NOT investigate my claim thoroughly. I can tell by the incorrect information I was receiving from XXXX. This is taking a toll on me. I am a provider for my family and I cant provide if my money is being stolen and my bank isnt concerned at all. I have been on the phone with Wells Fargo for almost 3 hours total since this happened and still no help. I will also report to ftc.

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