Consumer complaint received 2025-04-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
I previously filled a complaint and this was what I provided : On XX/XX/XXXX, my Wells Fargo account received XXXX transactions in the form of {$1000.00}, {$1000.00}, and {$4700.00} for a collective total of {$6700.00}. These transactions originated from casino winnings and eventual withdrawals occurring and placed on XX/XX/XXXX from the XXXX XXXX at XXXX XXXX XXXX XXXX through the XXXX  XXXX  XXXX. After which ( XX/XX/XXXX ), I immediately utilized the tools required by the XXXX XXXXXXXX XXXX XXXX to have XXXX XXXX immediately restrict any further gambling under my identity for a minimum of XXXX hours. From XX/XX/XXXX through XX/XX/XXXX, a total of XXXX fraudulent transactions posted to my Wells Fargo account for a collective total of XXXX by XXXX XXXX through the XXXX app. This also occurred while I was supposed to be frozen from further gambling ; however, thats an issue that will need to be addressed by the XXXX  XXXX XXXX XXXX. I believe I was the one who opened the account sometime last year, but only used it once for the deposit bonus before forgetting about it. However, I have since discovered accounts-I-did-not-create were fraudulently opened up using myinformation on XXXX and XXXX. I suspect the perpetrator is my brothers ex girlfriend, whom stole and copied all of his important financial paperwork. As I was the beneficiary to my brothers policies, the aforementioned files wouldve contained my personal information. I first took notice on XXXX and immediately contacted Wells Fargo and began disputing charges. I believe my card was frozen at this time, but I am not certain. I was informed that Wells Fargo would have a representative reach out to me for additional details ; however this never occurred. I continued to monitor the status of my claims and waited for Wells Fargo to contact me as I did not want to rush their investigation. Each day, they would close a handful of the disputes, but I would never received any additional information. I assumed that I would not know the outcome of the investigation until all claims were processed. I was never contacted about the issue nor given any form of update. When the final claim closed on XX/XX/XXXX, I began trying to initiate contact to inquiry Wells Fargo over the matter. Most representatives were unwilling to discuss the matter, let alone assist me. I was hung up on multiple times ; transferred into limbo, and made to jump through every hoop imaginable before finally receiving assistance on the sixth call. The rep collected my information; submitted my appeal; and informed me that someone should reach out to me within XXXX business days. Its now XXXX, and I have not received any further communication nor have seen any steps taken regarding the issue. Since it was XXXX XXXX weekend, I gave them additional time to investigate and follow up. As of this writing, Im currently on-hold with Wells Fargo XXXX but due my past experiences I dont have much hope. The response they provided 21 days layers : XXXX XXXX XXXX XXXX ( ECMO ) reviewed your concerns regarding the claim XXXX. You contacted us again on XX/XX/XXXX, to dispute the findings of our XXXX Assistance XXXX. Upon receipt of your concerns, the XXXX and XXXX XXXX XXXX XXXX conducted our own investigation. In doing so, we found compelling evidence supporting the decision that we have already communicated to you. As such, we stand by the decision made by our Claims Assistance Center to decline your request for reimbursement of the disputed transactions All throughout this entire ordeal I was requesting written evidence they used to determine their decisions ; it was never received. The only evidence that was ever supplied to me was during the initial calls disputing their decision where the representative stated they were valid due to the correct zip code being provided when the transaction was made. Reimbursement denial was stated as no evidence of fraud, but then account closure was stated as resulting from fraud. How can both occur?

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