Consumer complaint received 2025-02-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
XX/XX/XXXX Whom It May Concern ; My name is XXXX XXXX XXXX, and I would like to report fraud and poor customer service for both XX/XX/XXXX and Wells FargoXX/XX/XXXX is my internet provider and, at one point they were my cell phone provider, which I am no longer with. 

On XX/XX/XXXX, I received a call on my cell phone from XX/XX/XXXX representative informing me that my account password had been reset. XX/XX/XXXX sent me a code to my cell phone that prevented me from accessing my account. 

On XXXX XXXX, XXXX, I called XXXX directly to complain that I could not go into my account because of the new password code. Where I was informed me that they had never contacted me and that I was a victim of a XX/XX/XXXX. They claimed that an ex-exployee from XXXX had gained access to their system between XX/XX/XXXX and XX/XX/XXXX, and compromised numerous customer accounts, and that I was not the only one who experiencing this fraud. 

On XXXX XXXX I discovered that my XX/XX/XXXX cell phone had been comprised, in which the thief than went to myXX/XX/XXXX account, and charge several calls to myXX/XX/XXXXmobile device using the old number ( XXXX ), and made several calls, out of the country to XXXX to some place called XXXX, which I did not authorize.. 

After I informed XXXX of the event, it's fraud department continued to charge me for the long distance calls that I had not made. 

Since I do not own car, my friend XXXX XXXX took me to my destination on XX/XX/XXXX. She and her husband, who reside in XXXX, an hour away from me, traveled all the way to XXXX to take me XXXX and Wells Fargo to investigate the fraud that was committed against my accounts without my knowledge. 

On XX/XX/XXXX, after returning fromXX/XX/XXXX to get a new cell phone number, I went to straight to Wells Fargo with my friend XXXX who is my witness to report thatXX/XX/XXXXaccount had been compromised and that XX/XX/XXXX phone number had been hijacked. 

Also on XX/XX/XXXX, due to the online XX/XX/XXXX Thief manipulating my Wells Fargo account through my cell phone, I was unable to access my Wells Fargo online account, which is why I visited the branch in person that day, Which I described the events that took place that day below : " I brought my XXXX friend into the bank today, and she just go robbed online through her cell phone, and the phone hacker got into her Wells Fargo account, which was compromised by someone posing as XX/XX/XXXX employee, '' my friend XXXX said aloud to XXXX XXXX, a Wells Fargo branch employee, " Can someone please help my friend? '' The statement from Wells Fargo branch Employee ; " I would never let someone hack into my cell phone, what sort of idiot is your friend like? '' was reponse by XXXX XXXX. 

" I am the idiot that you are indicting about regarding that cell phone issue, '' I remarked as I approached XXXX XXXX, at that moment, I went on to say,, " What is wrong with you for acting in this manner towards a Wells Fargo client such as me, you would be expecting a Wells Fargo employee to be more understanding. '' " I assumed what your friend was saying was a joke. How can I help with today? '' said the Wells Fargo employee. I received a rather chilly response from XXXX XXXX that was NOT an apology. 

XXXX XXXX did a poor job at her job and kept berating me about how foolish I was to allow someone to get into my cell phone. In order to address this Wells Fargo theft done to my account involving my checking account, both my savings accounts, and Wells Fargo Credit Card. 

I took the abuse of XXXX XXXX that day, because I did not have many resources at the time. As of XX/XX/XXXX, all account numbers had been transferred to new accounts, with exception of my Wells Fargo Credit Card, which XXXX XXXX did not take care of at that ime after telling her my credit card was stolen as well, she said, " it wasn't her job to take care of htis matter. '' XXXX XXXX verbally abused me, which was the worst thing I have ever experienced. She never really paid attention to me and blamed me for everything related to the thief on my Wells Fargo account. She also promised that by XXXX XXXX Wells Fargo would return the money that had been stolen from me, but that NEVER happened either. 

What assets were stolen from my Wells Fargo account, by a Spectrum phone hacker on XX/XX/XXXX, a sum of {$990.00} was deducted from my previous checking account, which ended in XXXX. 

Wells Fargo credited my check account with the sum of {$990.00} by XXXX XXXX, and then on XX/XX/XXXX it was taken out again a second time from Wells Fargo stating that I am the blame for my Spectrum phone theft. 

When I called XXXX, a Wells Fargo employee online, I discussed the matter with the problematic employee, XXXX XXXX, and she informed me that on XX/XX/XXXX XXXX XXXX had made multiple mistakes on my Wells Fargo Accounts, without correcting them accordingly. 

I filed a claim, ( claim number XXXX ) for my Wells Fargo checking account on XX/XX/XXXX, to re-address the matter at hand. They claimed it would take two weeks to investigate, yet they did nothing. I have yet to receive reimbursement for the theft of my checking account. 

Wells Fargo Bank XXXX XXXX XXXX, called the XXXX XXXXXX/XX/XXXXt on XXXX XXXX XXXX as a courtesy check to inquire about my well-being in relations to the phone claim I made about stolen funds from my checking account in the amount of a {$1000.00} '' Who authorized this courtesy check? '' I asked the sheriff who appeared at my residence on Saturday morning after XX/XX/XXXXXXXX. 

'' Wells Fargo Bank XXXX XXXX XXXX, regarding {$1000.00} was taken out of your checking account on XX/XX/XXXX, and the branch manager XXXX XXXX called the XXXX XXXX XX/XX/XXXX to check on you today, '' The Sheriff responded to me. 

I did not know or had never met XXXX XXXX the branch manager, and I was perplexed by her courtesy check regarding me, because I do not know her, and I was very offended about this without warning, and my money to my checking account for the sums of {$1000.00} has not been returned promptly. 

On XX/XX/XXXX, I had to start another claim for Wells Fargo Credit Card, which is now collecting interested from the phone theft regarding XX/XX/XXXX Theft. 

The claim number ( XXXX ), for my Wells Fargo Credit Card, two charges were made in the amount of {$990.00} giving a stolen amount of {$1900.00} which was stolen from my old credit card number ending in, ( XXXX ), I was told on XX/XX/XXXXXXXX, XXXX over the phone by Wells Fargo that the claims will not be refunded until 60 days from now, its well over 60 days, and my funds have not been taken care of correctly still. 

I NEVER made any purchases for XX/XX/XXXX, I never authorized a {$100000.00} from my Wells Fargo checking account ending in XXXX to be taken out. 

I never made any purchases from XXXX, I never authorzied a {$1900.00} from my Wells Fargo credit card ending in XXXX to be taken out. 

I do not know anyone on XXXX or from XXXX. As a XXXX XXXX XXXX XXXX lady who has been taken advantage by the system, I am requesting your assistance after being taken advantage of byXX/XX/XXXX and Wells Fargo, Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXXXXXX, XXXX CA XXXX ( XXXX ) XXXX XXXX XX/XX/XXXXXXXX ) XXXX XXXX XXXX Wells Fargo ( XXXX ) XXXX XXXX XXXX XXXX Branch Manager on XXXX XXXX. 
( XXXX ) XXXX Wells Fargo Bank XXXX XXXX

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