Consumer complaint received 2024-09-02 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: NV

Complaint narrative:
On XX/XX/year> I accidently left my Wells Fargo debit card in the Wells Fargo ATM machine located at XXXX XXXX XXXX XXXX at XXXX pm after completing my first transaction. I did not know it was missing at the time. I made another transaction at XXXX pm using my XXXX  XXXX debit card after letting the XXXX lady standing behind me use the ATM machine. After my second transaction I left the Wells Fargo Bank located at XXXX XXXX XXXX XXXX. I arrived home at XXXX pm. About XXXX minutes later while giving the money I got from the bank to my spouse, I noticed my Wells Fargo debit card was missing, and immediately got into my car at went back to the Wells Fargo Bank XXXX XXXX XXXX XXXX where I made my transaction. I arrived at the bank between XXXX XXXX pm. Once I got to the window, I notified the bank teller of what happened and asked her to cancel my debit card. She stated that I could go on my phone and use the Wells Fargo app and cancel my card. I told her I forgot my phone at home and to cancel my card before someone uses it. As we were going over transactions, I had made earlier she asked me if I had withdrawn {$3500.00} from my checking account at XXXX pm. I told her know and to please stop the transaction. I asked her where the transaction took place and she said in branch at another Wells Fargo bank. She didnt know where the bank was located at the time. I asked her again to please stop the transaction. She stated she needed a bank XXXX to do that. She called for a bank XXXX, but she said they were all busy and for me to go home and call the XXXX number and file a claim because I had forgotten my cell phone at home. I immediately went home and called the XXXX number at XXXX pm and talked to XXXX, Ref Claim # : XXXX. On XX/XX/year> I talked to XXXX in fraud department. She wanted to asked me a few questions about my claim, but she stated she needed XXXX minutes to read over my claim. When she came back on the phone about XXXX minutes later, she told me my claim was denied based on information she saw in the claim. I asked her what information did she see that would make her deny my claim. She then stated that since the individual that fraudulently withdrew the {$3500.00} from my account had my debit card and my PIN number, that the transaction was not considered fraudulent and that I had either made the eWithdrawal or gave the thief permission to use my debit card and PIN number to make the eWithdrawal from my account. I dont know how the individual could have gotten that information unless she saw me put in my PIN number during my transaction because thats the only way she could have gotten it. I would never give a stranger my debit card or PIN to steal from me. 

I filed a police report with XXXX XXXX XXXX Police Department, XXXX XXXX XXXX, Case # : XXXX, XXXX XXXX, because the theft took place in their jurisdiction. XXXX XXXX then instructed me to file a police report with XXXX XXXX XXXX Police Department because the {$3500.00} XXXX took place at the Wells Fargo bank located at XXXX XXXX XXXX, which is their jurisdiction. The bank on XXXX where the fraudulent transaction took place is about XXXX minutes from my home and took place at the time I was in the Wells Fargo bank on XXXX XXXX XXXX, XXXX minutes from my home, while I was trying to get my debit card cancelled. I filed the second police report with XXXX XXXX XXXX Police Department on XX/XX/year> with XXXX XXXX, Badge XXXX, Case # : XXXX. On XX/XX/year> I refiled my police report because the question-and-answer session did not produce the correct and accurate information that it was supposed to. It was amended by police clerk XXXX XXXX at the department, same XXXX XXXX. XXXX XXXX, XXXX, contacted me on XX/XX/year> to inform me that he was assigned to my case. 

On XX/XX/year> I received a letter from the Wells Fargo XXXX XXXX stating they has denied my claim and that it was denied because it was determined the transaction was made by me or someone who had my permission to make the transaction. I called and requested copies of all available documents showing I made the transaction and/or gave permission to this individual to fraudulently withdraw {$3500.00} from my checking account. On XX/XX/year> I sent my Appeal Letter to the XXXX XXXX XXXX online to Wells Fargo in Minnesota by XXXX Mail, and on XX/XX/year> I received a large white envelope containing my ripped open Priority Mail envelope with copies of my Appeal Letter and accompanying documents with no return address on the large white envelope. I immediately called the Wells Fargo XXXX division at XXXX pm and talked to XXXX, fraud division XXXX and asked him why I got all of my Appeal paperwork back. And what was the correct address that Appeal Letters should be sent to. He stated he didnt know and didnt have that information on hand, but that he would send my inquiry back to XXXX of the fraud investigators who would get back to me in XXXX to XXXX days. As of today, XX/XX/year>, no fraud XXXX has contacted me, nor have I gotten a response from the XXXX Department acknowledging receipt of the appeal letter I faxed to them on XX/XX/year>. 

On XX/XX/year> I received documents from the XXXX Department and none of the documents show that I made the eWithdrawal from the XXXX XXXX nor does any of the documents contain surveillance photos that show I was in the bank making the transaction. There were no photos that I requested of surveillance video of my transactions at the XXXX XXXX XXXX ATM and my interaction with the Bank XXXX at the time the XXXX was taking place at the XXXX Wells Fargo bank XXXX. 

I feel Wells Fargo is being dishonest and did not do a thorough investigation because if they did, they would have checked their surveillance video and saw that I was not the person making the {$3500.00} eWithdrawal at the Wells Fargo Bank on XXXX XXXX. And if they check the surveillance videos at the Wells Fargo bank XXXX XXXX XXXX XXXX, they will have the exact times I was there, when I made my transactions, and who the XXXX lady was that was standing behind me that got my debit card information.

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