Consumer complaint received 2024-09-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
My complaint is regarding negligence and incompetence of protecting me as a client. There has been inconsistent and incorrect information provided to me regarding funds in my account and requests for clarification on an existing claim was denied and ignored. 

On XX/XX/XXXX, I was robbed in my car at a parking lot in XXXX. An amount of {$2300.00} was charged to my Wells Fargo checking account through my virtual wallet on my phone to a fake vendor by the man who robbed me. Within 5 minutes of the unauthorized charge, I called Wells Fargo to report the robbery and close my accounts. Wells Fargo has these calls on file. I submitted a police report as additional evidence to my claim which was created and submitted within a few hours of the unauthorized charge. 

Over the course of the past 4 months, Wells Fargo has denied the claim over 5 times. 

The second time they denied the claim, I escalated it to the office of escalated complaints. The last rationale for a denied claim from XXXX XXXX, Escalations Representative, XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX. This was provided on XX/XX/XXXX and on XX/XX/XXXX. I still have not received a response from her. 

" As previously communicated to you, our Claims Assistance Center determined that based off your account activity, the transaction was authorized or that a processing error did not occur. The card was in your possession during the time the disputed transaction occurred. There were no attempts to swipe the card after it was closed ; indicating the person using the card knew it was invalidated. As such, your claim was denied and closed, and the provisional credit that was given to you on XX/XX/XXXX, will be reversed on XX/XX/XXXX. '' I immediately messaged back both times requesting to speak to the case XXXX XXXX. In the message, I asked her questions for the reasoning since it did not align with any of the events or details of my claim. I was robbed through my phone, not through my card, so I wanted more information on why I was being denied based on having possession of the card. I also asked for a phone call. No communication, call, or message occurred. 

Saying a transaction was authorized when I was a victim of deceptive practice and have provided evidence for this, shows that they have not investigated this case at all. If they did, they would've seen that the " vendor '' that charged me does not exist. 

I have called the office of complaints and XXXX different representatives have reopened this case XXXX different times. They have done this because they also agreed that the rationale provided did not align with the evidence I provided and what they had on record. Claim ID # XXXX provided for each time the claim was reopened are : XXXXXXXX XXXX XXXX ( Most recent and currently open ) XXXX  XXXX The most recent note told me she included a note within my claim to assign my case to a new case manager ( not XXXX ) so I hopefully " get lucky. '' Lastly, I spoke to claims requesting to not remove the credit of {$2300.00} from my account which had been provided to me for the claim until it was resolved. Claims reported the funds would not be removed and actually stated that the " funds had already been removed back in XXXX when it was first provided as credit and originally denied. '' He also said he made a note of this on my file. 

Today, on XX/XX/XXXX they removed the credit previously provided to me although a claims representative verbally stated and wrote down in my account that funds would not be removed.

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