Consumer complaint received 2025-07-31 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: FL

Complaint narrative:
I recently switched banks because my entire identity was stolen via XXXX  ( which you are aware of ), I sent a complaint about XXXX lack of reimbursement of my approved time spent dealing with all the fraudulent transactions and nonsense involved ( with documentation ). I am owed from XXXX  XXXX hours of time ( {$25.00} per hr ) that was approved. I shouldve had it in a check form. YOU DID NOTHING to help and closed my claim. Not sure if you even take complaints seriously but I do believe that is what you get paid to do. 
Revisit my XXXX  claim and do not close my claim until XXXX  reimburses my time, which was approved, and I get my judge ordered time spent XXXX. 
Regardless, I switched from XXXX to Wells Fargo in hopes that the fraudulent purchases on my bank account would stop. Unfortunately, it didnt. On XXXX XXXX, a fraudulent purchase was made on my Wells Fargo account from XXXX for {$54.00}. I called XXXX immediately on XX/XX/XXXX and the order was cancelled. I then called Wells Fargo, filed a fraud claim, and was credited for the fraudulent charge. I thought the situation was resolved, yet it wasnt and still isnt. 
XXXX XXXX, over a month later, Wells Fargo reversed the credit and took {$54.00} back out of my account saying they needed more information. I called the claims department at Wells Fargo XX/XX/XXXX, and was told that they needed to know exactly what was ordered from XXXX ( for example how many shirts, pants, and the color/size ). Please correct me if I am wrong, but how am I supposed to know that information? I did not place the order nor did I receive a package from XXXX. A supervisor informed me that a detailed list of items ordered was needed for reimbursement on a fraudulent purchase. I have had tons of fraud on my accounts, since XXXX  devastating data breach, and NEVER have I been asked to provide information that is absolutely impossible to obtain. 
After the weekend, XX/XX/XXXX, I went to a branch and sat down with a customer service agent. She also thought that asking me to provide information about items that were fraudulently purchased made no sense. After spending over an hour with her, she actually called XXXX and found out somehow what was purchased. She then called the Wells Fargo claims dept. The claims department did reimburse me ( again ) only because the had the list of items gathered from someone who actually does their job. Although none of this was necessary, if handled by the claims dept. correctly, I thought this was settled. 
Then, I went to the doctor and attempted to pay him for his services ( still XX/XX/XXXX ) and my debit card was turned off. I was not notified on the app, in an email, nor by any other means that my debit card would be turned off by Wells Fargo. There was NO reason to turn my card off. 
Again, I called Wells Fargo. I spent XXXX minutes on hold. When a representative finally got on the phone, I was told it was turned off due to fraud. Yet, there was no fraud in XXXX, the fraud occurred XX/XX/XXXX as mentioned above. The representatives name was XXXX. XXXX also informed me that I am not eligible for a digital card, the bank doesnt offer digital cards anymore and I would receive my new card in XXXX business days. Obviously, in todays world that is not acceptable whatsoever. All of my bills are linked to the debit card that they, without my knowledge or consent, turned off and I was unable to receive a digital card??? That made no sense, all lies, so I went to yet another Wells Fargo branch on XXXX XX/XX/XXXX. At this point, over XXXX hours was spent trying to deal with their error. 
On XX/XX/XXXX, I spoke to the Wells Fargo branch XXXX, XXXX XXXX XXXX ID ; XXXX. The branch address is XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX  email address is XXXX. XXXX was also astonished that I was asked to give a list of items purchased in a fraudulent transaction to receive my stolen money back. That is an insane, unheard of request. Furthermore, XXXX informed me that Wells Fargo does offer digital cards, yet after attempting to add XXXX to my account unsuccessfully he claimed my PHONE is having problems ( another huge lie ). After spending another wasted hour with XXXX, I had to leave the branch, so angry and frustrated that I didnt want to cause a scene. XXXX did however expedite my new debit card and assured me it would arrive on XX/XX/XXXX. It didnt. 
I called Wells Fargo customer service AGAIN, hold time XXXX min. because the branch was closed. Someone in customer service actually gave me that digital card, that I was told they dont use anymore, that I was ineligible, and then that my phone wasnt working. 
Lastly, today my new debit card arrived. I thought that finally I was done dealing with the most unknowledgeable, unhelpful, lazy, employees ( from customer service on the phone to actual bank managers ) working under Wells Fargo. I went to activate my card that XXXX, so proud of himself, had expedited, yet the card couldnt be activated. 
Apparently the CVV code is incorrect and doesnt match their records. Wells Fargo needs some major help from you. 
At this point, I still have no debit card ( unbelievable ). I do however have a digital card that can not be used for online purchases, bill pay, at XXXX and other merchants that I need. I recently had back XXXX and am unable to grocery shop ( lifting, bending etc ) due to the pure foolishness of Wells Fargo employees and management. I did call XXXX today, when my expedited card couldnt be activated. He told me to come to the branch, which I refused to do. I am trusting my financial wellbeing to Wells Fargo? A bank filled with a bunch of ignorant, unknowledgeable etc. people. 
I have spent about XXXX hours of my time and have gotten nowhere with Wells Fargo. This is blatantly unacceptable for a financial institution. I need to stay with Wells Fargo for about another month, due to my direct deposits, yet will switch banks again asap. And all of this is truly due to XXXX  giving the world my entire identity to use at their leisure. How do you allow XXXX  and/or Wells Fargo to simply get away with this nonsense. Especially after XXXX  was ordered, by a judge, to reimburse their crime victims. Still waiting for that and for Wells Fargo to send me a debit card actually connected to my bank account.

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