Consumer complaint received 2024-10-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Discovery of Account Theft Upon returning to the United States on XX/XX/year>, the plaintiff visited Wells Fargo on XX/XX/year>, to review their account status, only to find that their account had been compromised. The plaintiff filed a claim on XX/XX/year>. However, even after the claim was filed, the bank permitted fraudsters to change the account 's phone number and home address. Severely infringing upon the plaintiff 's financial security and privacy rights, in violation of California Civil Code 1798.81.5, which requires financial institutions to implement reasonable security measures. 
Unauthorized Activities While the plaintiff was abroad, Wells Fargo 's gross negligence enabled fraudsters to execute multiple unauthorized transactions : XX/XX/year> : Fraudulent withdrawal of {$10000.00} at the bank counter. 
XX/XX/year> : Fraudulent withdrawal of {$10000.00} at the bank counter. 
XX/XX/year> : Fraudulent withdrawal of {$8000.00} at the bank counter. 
XX/XX/year> : Fraudulent withdrawal of {$6000.00} at the bank counter. 
XX/XX/year> : Fraudulent withdrawal of {$600.00} at the bank counter. 
These incidents have been reported to the XXXX Police Department for investigation. Based on the claim report, it is believed that these activities occurred at the XXXX XXXX branch, and the bank 's headquarters is requested to verify this. The bank 's failure to verify the identities of those making these withdrawals violates California Financial Code 2101, which emphasizes the responsibility of financial institutions to ensure proper identification of account holders. 
Subsequent Losses Following the initial claim, Wells Fargo took no corrective action, leading to further unauthorized transactions : XX/XX/year> : Fraudulent withdrawal of {$400.00}. 
XX/XX/year> : Fraudulent withdrawal of {$40.00}. 
XX/XX/year> : Fraudulent deposit and withdrawal of {$1500.00}. 
XX/XX/year> : Unauthorized purchase of {$200.00}. 
XX/XX/year> : Fraudster used a fake credit card in the plaintiff 's name ( last XXXX digits XXXX ) to make a {$400.00} purchase. 
Fraudsters also opened multiple credit cards under the plaintiff 's name using forged identification, without the bank verifying the plaintiff 's identity, in violation of California Civil Code 3260. The last XXXX digits of these fraudulent credit cards are XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX, From my records, I see that the criminals opened XXXX credit cards.while the plaintiff 's legitimate credit cards end in XXXX and XXXX. 
Additional Notes All other bank activities after XX/XX/year>, except the following two transactions, were perpetrated by criminals : XX/XX/year> : XXXX XXXX XXXX  deduction of {$130.00}. 
XX/XX/year> : XXXX XXXX XXXX  deduction of {$260.00}. 
Wells Fargo Claim Details and Issues Case Overview : Case Number : Loan Claim XXXX XXXX XXXX Phone : XXXX Online Service Claim : XXXX XXXX XXXX Credit Card Fraud Claim : XXXX Withdrawal Claim : XXXX XXXX XXXX XXXX Claim Number : XXXX Claim Date : XX/XX/year> Visit Date : XX/XX/year> Account Number : Ending in XXXX Wells Fargo Case Number : XXXX Case Date : XX/XX/year> Account Status : Uncertain whether the bank has completely closed the case or if fraudsters are still using the credit card. 
Case Status : Case closed ; request to reopen the case is pending ; no processing or compensation received. 
Bank Representatives : Banker : XXXX XXXX XXXX Phone : XXXX Email : XXXX XXXX : XXXX XXXX Phone : XXXX Email : XXXX Branch Address : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Note : XXXX is the manager responsible for handling the claims. He has been very helpful and supportive in assisting with the resolution. However, when the claims were escalated to the Wells Fargo headquarters, the headquarters refused to take further action. 
Escalations Representative : XXXX XXXX XXXX Number : XXXX Fax : XXXX Key Issues : Multiple claims have been submitted, including those related to credit card fraud and unauthorized withdrawals, but Wells Fargo has failed to address them in a timely manner, leading to significant delays and a lack of resolution. 
On XX/XX/year>, the plaintiff visited the bank branch to address these issues. The branch manager, XXXX XXXX, provided great assistance and actively worked to resolve the claims. However, once the cases were forwarded to the banks headquarters, no further action was taken, and the cases stalled. 
The bank has been dismissive and unresponsive, and the plaintiff has struggled to get clear answers regarding the status of their claims. 
Calls to various departments often result in transfers that do not connect, and there are some missing claim numbers that the bank has yet to provide. 
The status of the credit card account remains unclear, raising concerns that unauthorized use may still be ongoing, as the bank has not taken definitive measures to prevent further unauthorized activity. 



Total Loss Amount Total losses from the savings account amount to $ XXXX total losses from the credit card are unclear.

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