Consumer complaint received 2024-04-07 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: CA

Complaint narrative:
On XX/XX/XXXX, I contacted Wells Fargo to cancel my debit card that I had on my person ending in XXXX, due to suspicious activity. I called and I explained to the representative over the phone that I was out of the country at the moment and would not be home to receive replacement card. The representative initially reassured me that my card will be safe and won't be able to be activated by anyone but myself. I hesitated ; however the representative assured me that my card would be safe. My replacement card, had updated on XX/XX/XXXX, that it was on the way. My daughter was headed to my home for the weekend, XX/XX/XXXX, to pick up mail due to me not being in town. I received notifications on my phone that on XX/XX/XXXX, that my new replacement card ending in XXXX, was denied due to an incorrect pin being entered at a local Wells Fargo ATM machine. I received a couple more attempts and denied transaction notifications at the same ATM machine within seconds apart due to an unauthorized individual making attempts at activating my replacement debit card. There was an unauthorized online transaction at XXXX which was also declined by the amount of {$1.00}, XXXX USD, on my account on XX/XX/XXXX. Shortly after, there was another unauthorized declined transaction due to insufficient funds by the amount of {$970.00} USD made online at XXXX on XX/XX/XXXX. There were two fraudulent checks deposited to my account by use of the card that was stolen from my mailbox. This falls under claim number ending in XXXX ; one check deposit slip by the amount of {$240.00} USD. The second fraudulent check image states the amount of {$3700.00} USD, however the ATM read the amount as, {$3200.00} XXXX, this check was returned unpaid and over drafted my account to, - {$350.00} USD on XX/XX/XXXX. On XX/XX/XXXX, there was an unauthorized transaction by the amount of {$400.00} USD at a local WSS store. On XX/XX/XXXX, there was an unauthorized transaction by the amount of {$75.00} USD at a local XXXX gas station. On XX/XX/XXXX, there were XXXX unauthorized transactions that declined due to daily limit exceeded by the amount of {$600.00} USD at a XXXX XXXX Wells Fargo ATM in XXXX XXXX, CA. The individual/s responsible for these unauthorized transactions also withdrew {$600.00} USD in, " ATM cash approved in overdraft using lost replacement card. I called Wells Fargo customer service on XX/XX/XXXX, to make claims to report every single XXXX of those unauthorized transactions committed with the replacement card. I have XXXX claim numbers pertaining to the unauthorized fake check deposits. Wells Fargo stated they received my inquiry regarding my Wells Fargo card and they were working to review as soon as possible. The bank also stated it would contact me for further information and that I should receive an answer within XXXX days. On XX/XX/XXXX, I received a notification of XXXX of my claims being completed. Wells Fargo denied my claim and stated they, " determined that an error did not occur and have sent you a letter by mail with additional details. '' The letter I received from Wells Fargo postmarked on XX/XX/XXXX, stated that, " Based on the information available to us, and because the transactions were made using your card and personal identification number, we found it was made by you or someone who had your permission. Please consider your claim closed. '' There were multiple attempts made with declined transaction notifications due to incorrect pin number attempts prior to card being used fraudulently. I was out of the country during this time, my replacement card was stolen out of my mailbox and used before my daughter arrived at my home on XX/XX/XXXX, to collect my mail. I contacted the bank within XXXX days of these unauthorized transactions and expected the bank to review all notifications, fake check deposits and unauthorized withdrawals and assure me that my money will be rightfully returned to my account. I am a senior citizen who has had an account for decades with Wells Fargo. I am sincerely disappointed and frustrated at the fact that after years of being a loyal customer, Wells Fargo denies my claims and accuses me of committing these transactions myself or authorizing someone to do so. I had to return back to the United States on XX/XX/XXXX, after failed attempts at a resolution or help from Wells Fargo. I also printed out and submitted my return itinerary when I visited a Wells Fargo branch on XX/XX/XXXX. Once in person at a local Wells Fargo branch, I was able to speak to a representative in person and give a timeline. I explained to the representative that I left the country by car starting on XX/XX/XXXX, I also submitted my bank statement and labeled the transactions I made on XXXX XXXX across the border into XXXX starting from XXXX to XXXX  to XXXX  then XXXX, XXXX to my destination in XXXX, XXXX. I informed the representative again, in person, on XX/XX/XXXX, that I wanted those transactions and charges with stolen card ending in XXXX removed because I did not commit those, nor authorize another person to do so. I am suffering financial strain from my Social Security check being reduced due to my account being over drafted and into the negatives from unauthorized transactions. I left caring for my mother in XXXX due to the seriousness of this matter in hopes to resolve it when speaking to a banker at Wells Fargo. I changed my mailing address to prevent further mail theft pertaining to Wells Fargo matters. My ending daily balance before my card was stolen was, {$830.00} USD on XX/XX/XXXX. My ending daily balance after all fraudulent activity posted showed as, - {$350.00} USD on XX/XX/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