Consumer complaint received 2024-04-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On XXXX XX/XX/XXXX around XXXX XXXX  I looked at my Wells Fargo online banking app and realized the amount of money in my account was half of what it should be, and the money was not in the account I usually kept it on. I started to look at the transaction history and saw there was 3 or 4 separate XXXX  to a recipient I had never sent money to before. At this moment I realized my online banking account had been compromised. After this I started to check my email and saw my personal information for my bank account had been changed from XXXX XXXX  to somewhere in XXXX where I have never lived, and the main phone number was changed to a number I have never owned before. I called the bank immediately and opened a fraud claim, and explained everything previously stated. They told me there would be and investigation and they would call me back within 5-10 business days. After 5 days ( XX/XX/XXXX ) I called back to see if there was an update as this is a very large sum of money for me. They assured me there was no updates but once again told me they would get back to me with a phone call once they reached a decision on the claim. After 5 more ( XX/XX/XXXX ) days I once again didn't receive any phone call or email from the bank so I decided to call again which is when they told me my claim had already been closed. I asked for a superior and explained to them I had been waiting for a call back but never received it and I also questioned how they came to the conclusion of denying the claim. They told me they really couldn't give me much details about how they did their investigation and how they came to the conclusion of denying my claim. I asked for more information on the person the money in my account was XXXX  to and they told me they couldn't give me a name or phone number of the person. I asked them if there was any way to escalate this higher and prove this was in fact fraud that happened and the agent told me there was no there way to escalate this and I had lost my money. She told me I could request a call back from the bank in between 24-48 hours which I did and once again I did not receive a call back. I was also told my online banking app would be temporarily disabled so I would be able to log in when they were done with the claim but in reality the shut my whole online banking down and I am no longer able to log in my account or to create a new accounts so I am not able to access the funds in my accounts through online banking. 


When I first looked at my online banking app there was a few transactions I could see in the history in my panic of trying to get the bank to help me I did not screenshot these transaction and they disappeared the next day after I reported it to Wells Fargo, They no longer appear on my account but I am sure they have it in their records.

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