Consumer complaint received 2026-01-19 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: TX

Complaint narrative:
This is DIFFERENT ISSUE. This COMPLAINT Is for Elder Financial Exploitation, Violation of Consumer protection rights/ Failure to recognize POA on file, Failure to provide provisional credit and Privacy Breach Account Holder XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Perpetrator info : Known name is XXXX XXXX XXXX XXXX to police on XX/XX/XXXX Total Loss : $ {$13000.00} + XXXX ( online and In store purchases + ATM/In Bank transactions ) COMPLAINT Subject : Urgent - Elder Financial Exploitation, Violation of Consumer protection rights/Improper Investigation, Failure to recognize POA on file, Privacy Breach I am filing a complaint against Wells Fargo on behalf of my XXXXyear-old mother who has XXXX XXXX XXXX XXXX XXXX XXXX XXXX Her account was targeted by a known perpetrator, XXXX XXXX, who gained access to the home, obtained my mother 's debit card/PIN, and stole over {$15000.00} over a XXXX years period. 
I, the XXXX, was bedridden during this period of time due to XXXX illness and could not review statements, a circumstance that falls under exceptions to the XXXX reporting rule. As soon as I was able to review the statements, and discovered fraud I filed a police report ( Case XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and fraud claims with Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX Also, I filed on XX/XX/XXXX ' a Request for Preservation of Evidences with WF XXXX Department. However, Wells Fargo denied claims for transactions made online ( {$13000.00} appr./ And for ATM, inBank withdrawals ( {$1600.00} ATM ) stating that because the PIN was used, the transactions were authorized. This is a denial of reality, as the card was stolen/compromised, and the victim is medically incapacitated. Not saying that suspect is known and police is involved, which directly contradicts the bank 's assertion of " permission ''. Furthermore, the bank refused to acknowledge my valid POA on file stating that my name is not listed on my mother 's debit card by thus preventing me from handling this fraud in an efficient manner, and demanded I go to a branch despite being told on multiple occasions I am XXXX 
Failure to Properly Investigate & Recognize Elder Abuse : Wells Fargo denied the claims simply because the PIN was used, insisting my mother or someone she knows permitted the usage. Given her XXXX XXXX XXXX she is legally incapable of authorizing such transactions. The bank failed to recognize obvious signs of elder financial exploitation either. 
Additionally, the bank assertion that my mother authorized transactions totaling over {$15000.00} between XX/XX/XXXX and XX/XX/XXXX is incorrect and feels like a spit in face because I stated many times to the Claims rep.what my mother 's and my own medical conditions were and also stated that In my previous complaints. I can repeat again : My mother suffers from XXXX XXXX, diagnosed by XXXX XXXX in XXXX, XXXX. A copy of the medical diagnosis was sent to bank on multiple occasions and also is enclosed for your review. Due to this condition, ( in case if my mother would indeed authorized those transactions ) she would lacked the XXXX XXXX to understand and or authorize the use of her funds. The transactions were made by XXXX, XXXX XXXX, who had access to house, stole the information from the card and used it for online purchases and used a card itself in person which constitutes financial exploitation as defined under XXXX XXXX XXXX XXXX. I previously filed claims for fraud with XXXX XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, but claims were denied based on the FALSE assumption of consent. Even more, under XXXX ( b ) ( XXXX ). Negligence by the consumer CAN NOT be used as the basis for imposing greater liability than it is permissible under Regulation E. Thus, consumer behavior that may constitute negligence under state law, such as writing the PIN on a debit card or on a piece of paper kept with the card, does not affect the consumer 's liability for unauthorized transfers. I can repeat again, the card ( it's information ) was stolen and physical card was used by XXXX for ATM and inBank withdrawals ( I am assuming that it was taken out of my mother 's purse, and placed back after it's use without my mother noticing it ), I also did not use my mother 's card due to being .medically incapacitated at the time the transactions were made and due to fact that I am not an authorized user on my mother 's account. 
Failure to Monitor/Stop Suspicious Activity : The bank failed to trigger fraud alerts despite large, unusual transactions ( {$1000.00} and {$5000.00} online purchases ) that deviated completely from her history of spending less than {$200.00} a month. 
XXXX. Misrepresentation of Regulation E Rights : Wells Fargo lied in its denial letter, stating if even I submit my mother 's and my own medical records proving extenuating circumstances, they can not recover funds due to their system not allowing to enter into database late claims, and/or process chargebacks beyond XXXX  days. While the XXXX rule exists, financial institutions have flexibility regarding extenuating circumstances, particularly when incapacity prevents earlier reporting.See XXXX. XXXX ( b ). 
XXXX. Under Regulation E, if Wells Fargo fails to properly investigate a claim within XXXX business days it requires to provide a professional credit.In order to avoid it WF simply closed claims citing that cardholder did authorize transactions. It seems that it is Wells Fargo 's habit to deny legitimate claims to their customers without investigating It by thus violating consumer protection rights and law and shifting liability to a consumer. As you can see on Wells Fargo Denial Letter to another person they employed a the identical language such as " it was made by you or someone who had your permission. Consider your claim closed ". From XX/XX/XXXX till present time XXXX XXXX failed to properly investigate the claims stating that transactions were authorized because PIN was used despite that facts suggests otherwise, that it was a theft and fraud and that I sent a police report on multiple occasions, still Wells Fargo declines to provide me with a proof of authorization such as communication records which would show that my mother or someone on her behalf gave her consent and/or IP address which would show what location the transactions were originated from or what device was used for making the transactions, or signed slips for InBank withdrawals XXXX that a Request for Evidences Preservation was sent on XX/XX/XXXX ', and the case is in law enforcement 's working progress. If Wells Fargo made investigation as it is required by the Law, it would revealed that ALL online transactions were made from IP which shows a location in XXXX XXXX, the city where XXXX resides. Or, if Wells Fargo would Inquire an online merchants listed on bank statements such as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX who online merchant 's accounts belongs to, the merchants would confirm that account belongs to XXXX XXXX and registered with her cell.number XXXX and email XXXX. and that on line purchases and orders were delivered to her home address at XXXX XXXX XXXX XXXX XXXX XXXX. If Wells Fargo reviewed video footage from XX/XX/XXXX and other early dates they would see that it was NOT my XXXX XXXX XXXX mother doing a withdrawals but a woman in her XXXX, with XXXX XXXX XXXX XXXX XXXX XXXX Even more, a few weeks ago I received from Wells Fargo the print out of ATM/Debit card information which shows that on XX/XX/XXXX a new digital card number was issued. That means that someone added my mother 's card to their XXXX XXXX. See attached Screenshot. If my mother nor myself did not add a card to wallet, it means that XXXX would have done it. My mother does not know how to use an internet, much less she knows how to use an ATM. I, personally, also did not do it because I did not use an internet at that time and had established an access to online banking through an app on XX/XX/XXXX : only. 
Wells Fargo failed per my request to investigate that issue, citing that I am not authorized to conduct a business because I am not an authorized user on my mother 's account, ignoring the fact that I am POA and legally I am authorized to do so, and that POA document is still on file. 
XXXX. Refusal to Accept Evidence : The bank refuses to provide an email address to submit medical documentation proving my mothers incapacity and /or my own illness, forcing a slow, archaic, and difficult fax and/ or regular mail process. See attached screenshots of my requests being already sent to WELLS FARGO with no avail. See attached screenshots. 
XXXX. Privacy Breach/Disclosure of Private Info : In their denial correspondence, Wells Fargo sent me the paperwork, account numbers, and personal details of another customer, someone XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for {$3000.00}. Receiving another person 's private information caused me to suffer with emotional distress due to fact that my mother 's and my own sensitive information might be jeopardized as well which could lead to devastating consequences for my mother and myself from identity theft up to stolen funds again from my mother 's account .This is a major breach of privacy and negligent handling of sensitive information indicating a massive failure in Well 's Fargo data privacy controls. 
Desired Resolution : I request that the CFPB investigate this case as Elder XXXX XXXX. I demand that Wells Fargo reopen All denied claims, review them in light of the victims incapacity, and fully reimburse the $ {$13000.00} XXXX in stolen funds. Furthermore, I request that the privacy breach be investigated and properly addressed. 

PS. Evidence Attached : XXXX ). Police Report ; XXXX ) Preservation Evidence Request regarding evidences of fraud ( video ATM and in Bank footages ) sent to Wells Fargo XXXX department XXXX ). Preservation Letter XXXX ). Medical proof of XXXX 's memory impairment. 
Documentation about POA illness was sent on multiple occasions but I am ready to submit it again at provided electronic address XXXX ). The wrongly disclosed private information of the other party ( to prove the breach ). 
XXXX ). Screenshots of my XXXX Requests for providing me with electronic communication for submission of medical records. 
XXXX ). Screenshot of provided record of ATM/Debit card information showing fraudulent activities on the account. 

If there is any attachment is missing, please, inform via my email! I will provide it per your request. 
Police report XXXX initially was filed on XXXX/XXXX/XXXX regarding fraud on my debit card with XXXX. It was amended on XX/XX/XXXX including Unauthorized transaction on my mother 's debit card as well. XXXX XXXX XXXX XXXX XXXX XXXX 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 explanation