Consumer complaint received 2019-01-06 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: CA

Complaint narrative:
Attention : Consumer Financial Protection Bureau Dear Sir or Madam : I am a victim of grand theft, I went to XXXX on XX/XX/XXXX, after I have travelled to other XXXX countries. I have been at transit zone at XXXX airport when I was returning to United States on XX/XX/XXXX. During waiting for my airplane, I was trying to login to my bank accounts XXXX  XXXX XXXX and Wells Fargo but there was bad internet connection I could not see anything! 

On XX/XX/XXXX I went to shopping and discover that my Wells Fargo Debit Card is missing! I called my bank and informed them that my card is missing. I told them that In XXXX I started to use my card in XXXX and XXXX there are authorized purchases for {$47.00} and {$5.00} on XX/XX/XXXX but that charges were posted on my account on XX/XX/XXXX. 

I told them that Last time I used my card was on XX/XX/XXXX in XXXX, XXXX for {$12.00} which was posted on my account on XX/XX/XXXX. 

They told me that after my last transaction there were other transactions. Ive marked other transactions as an unauthorized. As I informed from Wells Fargo the first unauthorized charge started on XX/XX/XXXX there was an ATM withdrawal for {$580.00} and last transaction was on XX/XX/XXXX which was posited on my account on XX/XX/XXXX. 

I have informed them that I came back on XX/XX/XXXX and as a proof I have sent them my statement from my XXXX  XXXX XXXX account. In that statement they could see that I made a cash withdrawal with my ID with bank casher on XX/XX/XXXX. And made some other deposits to my XXXX  XXXX XXXX account on XX/XX/XXXX and XX/XX/XXXX ( Please see attached document XXXX ). 

Wells Fargo opened simple claim by number : XXXX for total loss of {$9000.00}. On a first days of XX/XX/XXXX they denied my claim by mentioning that they are denning my claim because I have logged in at XXXX and there were no future transactions after my call to them! I explained them one more time that I have been at XXXX airport not in the city! And could not logged in because of bad internet connection and it not my fault that thief did not used my card after my call! 

After I decided to open a claim with Executive office of Wells Fargo. On XX/XX/XXXX I have received letter from XXXX XXXX ( Please see attached document XXXX ) saying that they are denying my claim, saying that card was used by my me or somebody else that I have authorized! 
Basically, they are calling me a liar! They are ignoring all proofs that I have provided. 

I did my researches and according FCBA and EFTA I`m fully protected! I want to mention website below and text part from there! 

If you report an ATM or debit card missing before someone uses it, the EFTA says you are not responsible for any unauthorized transactions. If someone uses your ATM or debit card before you report it lost or stolen, your liability depends on how quickly you report it! Within 2 business days after you learn about the loss or theft my loss will be {$50.00} if less than 2 days is {$0.00} XXXX XXXX   XXXX In my case it will be {$0.00} because I have reported on a same day of learn about the loss or theft! 
Thanks XXXX  Government is protecting me and my rights from thiefs and from my bank who instead of protecting me, is blaming me by calling me a liar! I have lost my {$9000.00} because of low protection of the bank to whom I have trusted my money! 

I appreciate your prompt attention to this matter and await your reply. 

Sincerely, XXXX XXXX DOB XX/XX/XXXX Last four digits of SSN XXXX

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