Consumer complaint received 2025-02-26 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: CA

Complaint narrative:
I was out of the country in XXXX, the day of the XXXX of XXXX I was in an incident where I was XXXX, assaulted, and all my belongings were removed, to include a silver necklace, silver bracelet, a gold guess watch, a white gold/white gold with three diamonds ring, a white gold with a ruby stone ring, my US passport , a hat, a back pack with earbuds, glasses, and XXXX XXXX XXXX XXXX, my wallet that contained my California ID , my ATM card from Wells Fargo , a Credit Card from Wells Fargo , and a credit Card from XXXX. 

I was unfortunately XXXX  during my birthday celebration, I was found XXXX  on the streets by the local police and was taken to a nearby hospital, upon waking up ( about 8 - 10 hours later ) I opened my eyes to be found in a hospital bed, not knowing how I got there. 

The Hospital did a XXXX XXXX  and determined that I was XXXX, the report from the hospital talks about how and what condition I was found I mentioned this as this is the reason for the complaint against Wells Fargo, during the time I was on the hospital and after with no phone, no money, and access to my accounts, the people who XXXX  me got into my bank accounts ( business XXXX XXXX, XXXX, personal Account, and my Wells Fargo Credit Card, XXXX, XXXX, XXXX XXXX ) and drained my accounts to XXXX in less than 24 hours. I was not able to get back into the states until I was able to get an emergency passport from the US Embassy in XXXX XXXX. 

Upon my arrival in XXXX XXXX, the very first thing I did was to visit my local bank on XX/XX/year>, where I filed multiple complaints for fraudulent activity. 

I showed up at the branch, and while I waited to be seeing, I also was on the phone filing my claims, ( I probably spend over 3 hours at the branch ) Ive explained my situation to the person on the phone ( multiple people ) and to the banker ( XXXX XXXX ). My bank accounts were all drained ( {$16.00}, XXXX from my business account, {$1400.00} from my personal account, $ XXXX from my credit card ), and there numerous transactions back and forth between my credit card, personal account, and business account. 

It was determined that indeed there was fraudulent activity, and the branch requested copies of the reports which were rendered and provided to the branch ( a copy of my police report, hospital report, copy of my emergency passport ) to only find out on the XXXX of this XXXX that the claims department never received the full story and never received any of my reports. 

On this day my bank accounts and credit card were closed, and new accounts ( business and personal ) and credit card were open. This was on XXXX of XXXX, Ive left with the instructions that the bank will open an investigation. Come the XXXX, I could not access my online banking, and was asked to go back to the branch so they can verify me. I was not able to get into the branch until the XXXX of XXXX and unfortunately there was not much to be done as the department that could help me was closed and was asked to come back on Monday. I came back and that was another lengthy visit to the branch as I was somehow flagged in the system as XXXX  and therefore I had no access to my online banking. The banker at the branch spent a lot of time trying to get an answer for me and was not able to get anywhere and the branch manager got involved. It took over 12 people to get my situation figured out, there was a huge lack of incompetence at the customer service level, where we were being bounced back between tech, XXXX, and online department. As a matter of fact, the branch manager was also frustrated with the lack of service from her own company and filed several complaints on my behalf. Nevertheless, my only access was finally granted, and now it was a matter of waiting on the response from their investigation into my numerous claims. 

As the days went by, I had not received any new ATMs for my personal and business, or even a new credit card. I came to find out again someone dropped the ball as those never requested to begin with, again the level of incompetence and attention to detail to my matter and or case. Now, all these are the least of my worries, I was very surprised to see correspondence from the bank saying that they did their investigation and found that the transaction was authorized and therefore did not find any fraudulent activity. I immediately called customer service to inquire as to why they closed the case and came to find out that one they will not re-open and two they had never received the details of information I had given to numerous people over the phone or at the branch level and said they never received the documents, banking up my case. 

I feel that they have not done their due diligence and investigated this matter as if they should or give this the level of importance that they should be. To begin with they could clearly see that the activity that took place on the XXXX has never happened on my account, to completely clear my account to zero and not just my personal also my business. If someone was truly investigating this with the back up documentation and with the type of activity they would clearly see this was fraud and my money should be protected. Never have I done in less than 24 hours ( probably even less than that ) have Ive done one wire transfer, nine XXXX transaction, moving money from my personal to business, from my personal to my credit card, from my business to my personal, looking at ways to just drained my account. 

As a consumer, and a victim of fraud, being XXXX, and assaulted, I am requesting some help and assistance in recouping what was taken from me, and at the minimum a fair review and investigation. 

I am requesting a further and in-depth review, and for all my money, if not some, to be returned to me under the protection and insurance that the bank has for its customers. The bank has been unresponsive, with lack of competence and little to no attention to this matter.

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