Consumer complaint received 2024-12-10 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: ND

Complaint narrative:
XX/XX/year> I noticed that unauthorized purchases were made on my checking account debit card in a different state, so I called Wells Fargo Fraud Department to dispute the charges. Charges included : {$1300.00} on XX/XX/year>, {$970.00} on XX/XX/year>, and {$1300.00} on XX/XX/year>. I asked if Wells Fargo would shut off my card, they agreed, and they issued a new one to be sent in the mail. They said that they filed a claim for me, and they would get back to me in the next 10 days. I got an email confirming the claim was received and I was sent my inquiry number via email. On XX/XX/year>, Wells Fargo issued an email to me stating that they completed my claim and they have determined that an error did not occur and my claim was denied. They said they would send a letter in the mail with my denied claim information. On XX/XX/XXXX, I called Wells Fargo Fraud Department again to determine the reason for the denied claim as it was not clear or stated in the email. They stated that it was because some of the claims were past the 60 days of the fraud. I asked them to resubmit the claims for the fraud that was not past the 60 days mark, which would be the three charges I posted above. They said they were not able to do that and there wasn't anything they could do to move forward. I asked to speak to someone with the ability to resubmit the new claim for me, and they got someone on the phone, and then I was hung up on. I called again, and was put on hold for a long time, so decided to make an appointment with someone in person instead at a branch where I live. I was able to go to a Wells Fargo branch in person on XX/XX/year>. I wanted to schedule an appointment with a banker and brought proof of the fraudulent purchases on my account to provide them. I was told by the person working the front desk that walk-in appointments weren't welcome, but she asked if she could give copies of the proof of fraud and unauthorized purchases on my account to a banker working there so he could submit a claim for me. I gave her my information, the dates of the fraud, the amounts, and information regarding the unauthorized purchases so that they could file a claim. I was told it would take 10 days to hear back on the decision of the claim. I waited another 10 days and did not hear back. I could not find any evidence on my account that they submitted a claim for me like they stated they would, and I had received no emails or mail stating a claim was made. I scheduled an appointment with a Wells Fargo employee on XX/XX/year>. My appointment was scheduled for XX/XX/XXXX at XXXX. When arriving to Wells Fargo, I told the banker that was assigned to me that there were unauthorized purchases on my account. She looked over account details, called someone that was higher up in the department for more information regarding the denied claim and to see if they could submit another claim for the three charges above. The person on the phone stated that they are not able to submit another claim regarding the unauthorized purchased because they said my pin was used for the purchases, even though I had never given anyone my pin and the purchases were made in another state. I told the banker that I have never given anyone the pin to my debit card or the passwords to any of my banking information. After the call, she gave me yet another confirmation number from the phone call, but I never heard back from anyone regarding the claim yet again. I was told several times that someone from Wells Fargo would submit the claim for the unauthorized purchased on the three purchased above ( {$1300.00} on XX/XX/year>, {$970.00} on XX/XX/year>, and {$1300.00} on XX/XX/year> ), but have not received any additional information on the case. The original claim had several more purchases on it, but the only ones I am wanting to submit a claim for are the ones I stated. Those were for big purchases and were within the 60 days of me submitting my claims. The purchases were in another state, and I have proof of what, where and when the items purchased were ordered and picked up. I already gave that information to Wells Fargo in person, but nothing was ever done with it.

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