Consumer complaint received 2024-12-26 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: IL

Complaint narrative:
I would like to submit a complaint with documented evidence that Wells Fargo, a bank known for discriminatory shady practices against both XXXX people and women, has shown prejudice towards me while investigating my fraud case. They have denied my claim 3 times without doing a thorough investigation, without asking for police reports that Ive offered to email them, with physical proof of my medical records showing I was in the hospital the time the fraud took place, and while knowing my identity was stolen from an abusive ex partner who I have proof admitted to stealing both my identity and money, and harassing me throughout my duration at the hospital. 

Before I found out exactly who did this to me, I stated to Wells Fargo that I was in the hospital for a month due to an ectopic XXXX that had complications. I almost died. My purse containing my phone and wallet were stolen while I was in the hospital and at the time my phone didnt have a passcode or XXXX XXXX on it. Because I have a forgetful memory and I changed most of my passwords, all of my PIN numbers and passwords were stored in the notes app on my phone along with alot of other personal information. I even had screenshots in my phone of some of my passwords and pictures of my debit card for when I was too lazy to get up and get my wallet. I expressed this one my first phone call with Wells Fargo ( who wont give me a transcript of the call ) and told them my account was compromised and my money was stolen. At the time I had gotten a new phone and phone number so I couldnt access my account to see how much was stolen or the transactions and I asked the agent can they update my number so I can log into my account because it sends a code to the number 1st before you can log in. I changed my own username and password myself after. I also told them that I negligently had my information stored in my phone, PIN numbers, pictures of my card, passwords, account numbers etc. Common sense would say the account has been compromised but no, Wells Fargo didnt even tell me to change my password. I did it myself. 

Upon their original denial letter, they stated the rep transferred me to online banking where they changed my username and password and that is blatant lie which is why they wont give me a copy of the call. They also said I didnt state my account was compromised when I in fact stated my phone was stolen, my password and pin to my account were in the phone and a XXXX XXXX XXXX could easily figure out how to log in with that information. Its very vivid that my account was compromised and after my debit card was canceled, money was still being taken out from XXXX who I called and they said my account number was on file. So I opened up a new account on my own. This was discriminating action number 1. 

They also stated that my initial claim was denied because of the PIN number being used, when I started the PIN number was stolen with the debit card. XXXX XXXX XXXX explicitly stated you can not deny a claim based off of a PIN number being used. Especially because there are many ways to bypass a PIN number. XXXX XXXX, the bogus investigator from the executive office asked me to submit documentation proving I was in the hospital for majority of this duration and I emailed her and my claim was denied XXXX hours later stating that the purchases were made by me or someone with my permission. I was barely coherent during my hospital stay, I would never give someone to spend thousands of dollars of my money. Ever. It makes no sense. 

My hospital documentation also proves that I was in XXXX while these purchases were made in XXXX, XXXX which is XXXX hours away. I couldnt have been in both places at once. At the time I had never even been to Missouri. I asked Wells Fargo for documentation of their investigation and they stated they monitored my account AFTER the time period that was disputed and saw their were logins from XXXX different states including Kansas, Missouri, and New York. Ive never been to Kansas or New York and this adds further validity to my case that they did nothing to secure my account because I was completely unaware my account were accessed from these places, assuming my information was given away. And all of the login info that shows I was in Missouri, my medical records show I was in XXXX so how could I login from Missouri? Not that it matters when I have proof my phone was stolen and police reports to back it up. And all of the verified transactions they included were made online. Whats puzzling is what does me logging into my account after the dispute have to do with the time frame I was robbed? This seems like victim blaming and searching for any minuscule reason to deny my claim. 

XXXX of the times I actually logged into my account, it was to check my claim in my portal which had a significantly higher number for the same claim totaling in {$15000.00}. This was confusing to me because it said denied but all of my letters have totaled in {$11000.00}, showing me their is some sort of discrepancy on Wells Fargo end. There are too many inconsistencies in their research. 

I actually took the liberty of taking a train down to XXXX XXXX to go to their police station because I couldnt make a report over the phone. I also tried to gain footage from the XXXX XXXX my card was used to make a purchase and they wouldnt release footage without a warrant. Thankfully there was a consistent address used when making purchases online and I was able to go to that apartment and talk to the resident who had no clue their address was used to commit fraud. They had a package area in the front with no direct cameras so it was easy to steal packages. I did the best I could to prove it was not me who spent MY money. 

I have XXXX police reports. Which I told multiple representatives and not ONE asked for copies. When my case was reopened, I had learned who stole my purse at the hospital and I only found out because the person told me themselves through a series of threatening text messages mocking me and my family members from fake numbers. I had to access screenshots from my computer and XXXX to show the harassment because he stole my phone. And he had been harassing me as SOON as I checked into the hospital. He plotted this whole scheme. XXXX XXXX also dropped the ball on patient confidentiality. His name is XXXX XXXX and charges had been pressed against him for stalking, harassment, identity theft, and taking someones belongings without their permission. I also told the representative I do have proof of him coming to the hospital I was at twice, sending me screenshots of him calling every hospital in the XXXX area to find me under the guise that he was my immediate family member, and me begging my doctor to switch rooms. I never saw him at the hospital, I was fully aware he was on my floor and making a scene and knew what room number I was in and I was terrified and moved twice. Which is why I didnt see him steal my belongings, because like I said in my original call I was getting ultrasound X-rays taken when my belongings went missing, meaning I wasnt in my room. This person was a very upset ex partner who was the father of the child I lost and assumed I was aborting it because he could not comprehend an ectopic XXXX wasnt viable and he tormented me throughout the entire process. 

Upon learning this information that I was not only a victim of domestic abuse, but identity theft as well, Wells Fargo again denied my claim XXXX hours after stating that I did not enclose ANY NEW INFORMATION that would change their response, and that they have reviewed my account activity since the prior decision and their decision remains the same. I havent touched my account since this incident has happen. I havent even activated my new debit card belonging to the account that had fraud. There was been no money deposited or withdrawn from the account, there practically isnt any account activity. The only thing I did was open a new account and log in while I was at both the XXXX and XXXX XXXX police stations to show them the account and gain access to my account number. 

In their investigation documents that they sent to me, it was XXXX pages of my bank statements and ip addresses. Which would make sense that it came from my phone and ip address because the phone was stolen. It also showed several other ip addresses my account was accessed from. It also showed that XXXX and whoever else he shared my information with put Face ID on and used Apple Pay for over HALF of the transactions made, which doesnt need a PIN number majority of the time. Further proving it wasnt me. 

Wells Fargo stating that there was no new evidence when I called and emailed them every time I got new information, practically solving the case myself is heinous. All information I provided was damning and relevant. I truly believe that because I am a XXXX woman who was in a stereotypical relationship they are faulting me which is XXXX discrimination and victim blaming. I felt thoroughly judged throughout the entire investigation and I had an opportunity to do my own research against Wells Fargo and this has happened countless times to hundreds of consumers. Wells Fargo has a plethora of lawsuits including XXXX inequality, cross selling, fraud denials, freezing accounts etc. its literally their XXXX offices jobs to uphold these unconstitutional practices. I gave them all the proof needed on a silver platter and the most they could say during was it was a PIN number denial and when I told them thats an illegal reason to deny my claim theyre now saying my account activity after the fact is enough to not approve my claim and their team made XXXX mistakes. This is predatory and illegal. Their team made mistakes from the initial phone call and theyre covering their tracks. Before finding hard evidence on who it was it was very evident it was not me. Im basically a victim of multiple things, nearly lost my life and got robbed blind, and Wells Fargo has held me liable for it which is unethical.

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