Consumer complaint received 2025-01-01 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
My money was stolen the day after I received payment and a bonus! 
I called my bank and informed them, Wells Fargo, that I was robbed. I also called the Merchant XXXX XXXX Bank to inform them on that very same day that my phone was stolen, unlocked, and used to transfer money out of my funds into the woman and her boyfriend 's account. 

I called the Wells Fargo Branch 2 weeks after, and a guy said that he would put in another claim. But the issue here is that he used the wrong card, a card that wasn't even activated yet. He kept talking over me and wouldn't help me understand the questions he wanted me to answer as they did not make sense nor pertain to my situation. 

Today I was told the claim was denied by Wells Fargo. That I can not resubmit another claim and pretty much got told that their zero-liability policy is a rule they don't follow. 

Another issue is, with XXXX XXXX Bank, they also denied my claim and told me because this person, who they dubbed a " friend '' when they were strangers who stole my phone and unlocked, the XXXX XXXX bank employee stated I allowed them to use my phone. 

How can you say I allowed them to authorization by letting it get stolen from me? Everything is automatically signed in but their reason was basically because I somehow " allowed '' my phone to get stolen this " friend '' was basically given authorization. This was stated by a supervisor of XXXX XXXX Bank, they kept asking for supporting for documentation. But how can I support this? What documents will inform you that this was not authorized? 

The XXXX time stamps are practically one minute after each transfer. Why would I clear out my savings and checking and give it to some unknown contact??? 

" Dear XXXX XXXX Support Team, I am writing to report unauthorized transactions that occurred through my XXXX XXXX  account on XX/XX/year>. My phone was stolen, and the individuals who took it gained access to my bank account using my passcode. They made unauthorized transfers totaling {$1700.00} through XXXX XXXX. 

Details of the Incident : Date of Theft : XX/XX/year> Amount Taken : {$1700.00} Circumstances : My phone was stolen by a former associate and her boyfriend I had met on the way to a friend 's house at night. It was cold, my phone dead and I met them by chance thinking they were nice people. They charged my phone, but due to an eerie feeling I decided to give them some money as thanks for their help. I could see that there was a XXXX in the boyfriend 's pocket. 

They dropped me off at my friend 's, but then a sudden issue arose where my friend became upset at me due to reasons and kicked me out. And there they were again. waiting on me. I should've called a XXXX, but my brain was just overloaded by my previous situation that I somehow ended up letting them take me home. 

The girl had wanted to use my phone to play " music '' allegedly and made me sit up front seat with her boyfriend 's older brother who drove. Little did I know, they accessed my account without my authorization and transferred funds via XXXX XXXX to their device. Because I am automatically logged in, when I found out after the theft, I was able to recover my phone through a third party who exposed the individuals involved ( the brother ). However, by the time I regained possession of my phone, my bank account had already been cleared out. 

I have reported this incident to my bank Wells Fargo and I am seeking your assistance in recovering the funds or investigating the unauthorized use of my account. Please they left me with nothing, I just got paid this week and you're telling me I have to suffer the consequences. I need my money now, like yesterday. '' Lack of Consent : Allowing temporary access to my phone does not equate to authorizing financial transactions. These individuals exploited my device without my knowledge or permission.

Unauthorized Activity : The transactions were initiated by third parties using deceptive means. Federal Regulation E clearly defines such activity as unauthorized and requires financial institutions to investigate and resolve these disputes.

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