Consumer complaint received 2024-07-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
Complaint against Wells Fargo XXXX was Zelled from my account after my phone was stolen. 
The claim was denied because " Either myself or someone I know made the transaction and per my phone call with them on XX/XX/XXXX it " had to be you sir because they used XXXX. '' I am writing in response to a denial of a claim submitted because of online fraud for my 2 accounts with Wells Fargo. Enclosed is all the account information. 

On XX/XX/year> my phone was stolen, I was pickpocketed. The person who stole my phone was able to access all of my financial information which included Wells Fargo. They were able to charge XXXX to XXXX XXXX, XXXX to pay my XXXX card so they would have more available credit, and XXXX was charged as an ACH payment to XXXX. I called Wells Fargo immediately and filed a claim for those transactions. I asked the gentlemen from Wells Fargo if I needed to close my accounts and he said Well I dont see any other evidence of fraud so I will just cancel your ATM card and send you new ones. He said I did not need to cancel or close the accounts. That same night is when the XXXX transactions occurred in the amount of XXXX. If my account was closed when I first called they wouldnt have been able to access my checking account. Furthermore when I spoke with the Fraud department to check on the status of the claim I was told that Sir it was XXXX so it had to be you. The letter you sent states that either I or someone I know accessed my account. Basically Im being called a liar! 
Enclosed you will find a letter that was sent to me from Wells Fargo regarding my XXXX claim. The letter from Wells Fargo states that the Transaction was not made by you which indicates that they acknowledged fraudulent activity. 

I have enclosed proof of fraudulent activity from my accounts which has forced me to close and open new accounts. I have enclosed documentation from 2 police reports. I have had my credit frozen and have enclosed the documentation from all 3 credit bureaus. 
The following are other accounts that were accessed where fraud was committed : XXXX. They paid my city bank bill and Wells Fargo notified XXXX that I did not make the payment. 
XXXX XXXX. They tried to change my Billing and mailing address. 
XXXX. They tried opening a checking Account. 
XXXX. They attempted to withdraw XXXX from my XXXX and transfer it to an IRA. 
XXXX XXXX. XXXX. XXXX  XXXX identified fraud. 
My XXXX account was commandeered and hacked and I no longer have access to that account. 
My XXXX XXXX was commandeered and I can no longer access my XXXX XXXX I was a victim of theft of my cell phone and Fraud on all of my accounts. I have had to cancel all of my credit cards and request new ones. I have spent the last 4 weeks managing this fraudulent event and did not appreciate that I was basically accused of being a liar, that biometrics was used and it had to be me or that I made the transaction from my account using XXXX for the XXXX or someone else I know did. I have been a loyal customer with Wells Fargo for 21 years. I am a XXXX XXXX XXXX XXXX XXXX XXXXXXXX with a XXXX XXXX XXXX and I must and have always upheld the utmost Integrity.

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