Consumer complaint received 2025-02-28 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On XX/XX/year> {$3100.00} was fraudulently stolen out of my Wells Fargo account. Earlier that week I fell for so the on-going toll scam and was called by Wells Fargo , being assured that the scam would be handled. As mentioned earlier, on the XXXX I then lost {$3100.00} in XXXX ATM transactions of {$2100.00} and {$1000.00}. The transaction in question occurred at an ATM in XXXX XXXX, while I was physically in XXXXXXXX XXXX working with my debit card on hand. After checking my account and realizing what happened, I immediately called Wells Fargo. I was then told, after having to wait over XXXX hours to speak to the correct person, that there were XXXX claims to be made and I should receive my money back within XXXX business days as well as a new card. I was also told to not use my new bank account for transactions until all of my money was deposited back into my account. I eventually received my new debit card and the missing {$2100.00} but there was no word at all on the {$1000.00}. On XX/XX/XXXX, I called Wells Fargo as I had received no word at all on when my stolen money would be returned. Wells Fargo then told me that I will not be receiving my {$1000.00} as though I did not provide sufficient information and the fact that the {$1000.00} was withdrawn at an ATM with a chip card. Despite this, I frequently said on the phone on XX/XX/XXXX that I had my card on me, I have never been XXXX, I do not know how to use an ATM, as well as the fact that I am at work and I am able to provide witnesses or even my location during the day to prove that I was not the one who withdrew that money. I was never informed that my {$1000.00} claim was denied, or that I was able to use my bank account. Due to them not telling me, I was reliant on using only cash for over a month, having to ask friends and family constantly for help as I would wait for Wells Fargo to get back to me on when I would receive my promised money. Even after all of this, I informed Wells Fargo that I would be able to prove that it was not my card used physically to take the money out of the ATM by having witnesses, documentation, and my location advocate for my innocence. Nonetheless, Wells Fargo informed me the most I could do was submit a complaint. My money was fraudulently stolen out of my account and Wells Fargo has denied my claim. The attached documents is proof that my card was being used while not in my possession even after the scammers withdrew the majority of my money. I then turned off the card when I discovered how much I lost. Wells Fargo never contacted me or told me what was happening to my account, even after reassuring me earlier that week that everything was handled. Losing this money and being falsely promised that Wells Fargo would return my stolen money has been detrimental as this {$1000.00} is almost a third of my wealth and I have needed it back to pay the friends and family that have helped. I am extremely disappointed and hurt by the treatment of Wells Fargo.

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 monetary relief