Consumer complaint received 2024-05-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
On the night of XX/XX/2024 I called Wells Fargo customer support line to report a mysterious overdraft charge on my checking account as seen online ( charged from XXXX ). The charge is from a company I do not have a active member ship with. 
A XXXX named XXXX XXXX answers the phone. I stated I do not want my card deactivated. I needed more info on the company and how they got access to my account or card info? She then proceeded to notify me of escalated service for verification purposes. She states an escalated work order takes up to XXXX business days to complete. She states she has deactivated my card even after I pleaded it is all I have. 

- I walk to the local branch to get further status and insure them of my identity and reissue of a replacement debit card. I waited in line for over XXXX mins to be told that the local branch can not help with that issue unless it was a pin issue etc to fix ant an while current card is activated. I replied that the card was deactivated by rep last night. local branch was unable to help me. 

On XXXX PM i CALLED Wells Fargo- I spoke with a rep named XXXX XXXX. He proceeded to ask authentication questions by asking for my full account number, which I found to be odd. 

I ask the rep if there was another way to authenticate. 
I then checked email and gave the verification code to XXXX XXXX. 
I politely asked the reasoning behind such personal questions, and the name of his supervisor, without receiving permission, he placed me on hold and then transferred the call over to a rep name XXXX. 

XXXX tell me she need to put me thru further authentication for identification purposes. I asked for the number to claims dept which she state is XXXX XXXX. 

She ask for my name for verification. I give her my name and she states that is all you need. I then ask what about my debit status? She responds by saying the last rep ( named : XXXX ) Improperly noted my debit card as stolen, which is a completely false and misleading statement. 

I responded by tell XXXX XXXX that the card was not stolen, there is a mysterious account overdraft my checking account estimated to almost {$400.00} dollars. She will submit mail request of a new debit card for activation. This misleading and carless attention to customer service cost me over XXXX days not being able to transfer funds. The following misleading acts includes a hold on my new transfer from last week from the savings to checking account online that would have prevented current negative account status. 

XXXX XXXX told me she will now send a notification alert to authenticate the new debit card mailout. 
I responded that I was unable to send a verification number. I then asked what was the proper procedure of verification an asked her to explain how it is bonded by contract to prevent me from accessing my account. She already had enough information to verify who I was. 

When I question XXXX XXXX on how her authentication/verification process is bonded in contract. She had definitive answer or reply. Thus leaving me with lack of proper procedure information. 

An addition to this lost of time and effort the rep could not explain by contract how a customer is bonded various implementation of authentication/ verification simply for a inquisitive questioning of account charges/debit card replacement. It is also necessary to note, an addition to the lack of consumer laws such as the " XXXX XXXX XXXX '' and lack of concern for the proprietor needs during service, I also did not authorize deactivation of my only Wells Fargo card. 

XXXX XXXX ended the call by hanging up on the consumer while I was being guided to the settings in the online 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