Consumer complaint received 2023-01-27 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: CO

Complaint narrative:
On XX/XX/XXXX I received a call from someone impersonating a Wells Fargo employee. They called from a Wells Fargo number and said that my account has been compromised and that I needed to change my PIN. They had listed off charges that were on my account and asked if they were mine or not etc. It sounded quite legitimate. They then sent me to an automated operator to change my PIN where I entered PIN and then my new PIN. Told me that they would send me a card in the mail. 

Two days later on XX/XX/XXXX, while I was at work in XXXX, CO. I received a call from the same Wells Fargo number and this time it was a real Wells Fargo employee and they notified me of suspicious activity on my account, unusual withdrawals/charges and an attempt to have a card rush shipped to an address in XXXX XXXX XXXX FL. The unauthorized withdrawals totaled to {$4000.00}, two charges at XXXX XXXX XXXX XXXX for {$500.00} and {$520.00}. Also two withdrawals at a Wells Fargo branch bank ATM for {$900.00} and {$2000.00} on XXXX Ave. in XXXX XXXX, FL. I stopped talking to the person on the phone because I realized how this happened right away and went to a branch bank in XXXX, XXXX My banker was great but had to do all of this over the phone with the fraud department. Filled a Claim with the fraud department and had very little chance to explain my story to them and had very little help explaining what I need to do next except close my old accounts and open new ones. I was not offered any money back at all at this time and was told to wait 10 business days and that someone would call me before then. I called the next day to try and explain what happened more and it seemed to mostly fall on deaf ears. During these 10 days Wells Fargo never called me. 
Fast Forward through the XXXX Holidays and on XX/XX/XXXX I received a letter from Wells Fargo dated XX/XX/XXXX ( 8 days after the claim was filed ) stating that Based on the information available to us and because the transactions were made using your card and PIN, we found it was made by you or someone who had your permission. Please consider your claim closed.. This is far from what I was explaining on the phone and was never contacted with any questions about this. First of all I explained to Wells Fargo that my PIN number has been compromised in a phishing scam and there is no way that I could have used my card in Florida since I live in XXXX, CO. I even was in person at the bank on the same day that the unauthorized charges were made in FLORIDA. Second of all no one but me has my permission to use my card. Lastly and again, I was scammed, and my PIN and account had been compromised. 
That same day I immediately called Wells Fargo and was told that there is nothing else I can do. So, I went back to the same Wells Fargo bank in person and had my lovely banker call the fraud department again. They said they were unaware that this was a scam and that they have escalated the claim and I would hear back from them within 10 business days and that they would call me. On the 10th business day XX/XX/XXXX, I had to call them and ask about the claim. They told me there is nothing new on the claim and that they are very busy. I asked if I could have my money refunded to me in the meantime, they said since the claim is closed Wells Fargo is not refunding money to me. I still have not heard anything from Wells Fargo and they have not ever reached out to me ever concerning this claim. 

I am making this complaint because Wells Fargo did not thoroughly investigate my claim and failed to obviously see that these were fraudulent charges on my account. They were out of my normal type of transactions and were in a state that I have not set foot on in years. Wells Fargo says that they provide a 0 % liability on all unauthorized transactions that I report promptly. I reported these unauthorized transactions within a couple hours of them appearing on my account. NO ONE FROM WELLS FARGO HAS EVER REACHED OUT TO ME CONCERNING MY CLAIM. 

Any and all documentation is available upon request.

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