Consumer complaint received 2024-07-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
when I noticed a unauthorized XXXX of a {$1000.00} was sent from my account to a man I do not know, I reported the fraud to Wells Fargo & I even call backed that day to make sure that everything was completed & that my account had been secured from any more fraudulent transactions coming out. 
Wells Fargo assured me that my account was Secure & everything had been completed But the very next day Wells Fargo allowed another {$1000.00} to be XXXX  out of my account to the exact same person I had just reported as fraud, causing the damage to double from XXXX to XXXX. 
This should have been flagged as fraud from the beginning Considering I have never XXXX  or made purchases this large in the 25 years I have banked at this Bank. Plus I had never XXXX  anything to this person in the past. 
Nobody that makes barely over {$2000.00} a month like I do, is going to be XXXX that much money in less than a week None of this makes sense. A transaction that is four times the amount I normally spend being sent to a person I have never sent money to, should have been flagged and stopped unless I called to verify it. That's what other Banks do to prevent these kinds of fraud issues and the way Wells Fargo has handled everything in this case has severely damaged my trust in this Bank.. Dealing with Wells Fargo has continued to be a nightmare. I have been hung up on 7 times from the fraud department, forcing me to have to drive to the bank every time I call in so I don't get hung up on. And even the escalated complaints team is just as bad. The first one called but would not respond for 5 minutes when I answered & then hung up on me without ever saying a word the entire call. After I complained about that I received 1 phone call from him then never heard from him again.. There was no follow-up after he'd 'supposedly ' looked into it and there was no resolution. The 2nd escalated complaint no 1 contacted me at all. I was told with all 4 fraud claims & both escalated complaint claims that I would receive an email or a phone number that I could talk directly to them which never happened with any of the 6 claims that were open. 
I've never dealt with a company that causes as much stress and damage as wells Fargo has done. They didn't even do the most basic part of their job by securing my account when I reported fraud on the first {$1000.00}. My money would have been safer in my house then it was in this Bank I have spent more than 40 hours dealing with them and it has all been a complete waste of time Wells Fargo wants people to believe that their money is safer in their account claiming it will be returned when there's fraud because they want to make money off of other people 's money like they've done with my bank account for 25 years but when it comes down to it they do everything they can to avoid returning money from a fraudulent charge. 
My account being compromised because of a stolen phone is no different then someone stealing your bank card. I submitted a copy of the Police report & it is unreasonable for Wells Fargo to say they will only refund the money if I can show proof that someone's been arrested because I have no control over that & cops are not always able to find the people responsible. I hope they do but it should not be the determining Factor on whether or not Wells Fargo honors this fraud claim. I have been treated like I'm a liar the entire time I have been trying to process this claim. I do not have a history with filing Lots of fraud claims at this Bank and I have no police record so there is no reason for me to be treated like I'm the Criminal And after hearing so many stories about Wells Fargo employees using XXXX to steal money from people 's accounts Plus them opening unauthorized bank accounts & loans without people 's permission, it has made me begin to wonder if my phone being stolen is really how my bank account got hacked. Because I have asked for a copy of their investigation into this fraud claim & still have not received it. 
Either way allowing money to continue to be fraudulently stolen from my account after I reported it makes Wells Fargo just as bad as the person stealing it. Their suppose to secure and protect people 's money and Wells Fargo clearly did not do any of that when I reported the first {$1000.00} and they want me to eat the damage of them not doing their job by continuing to allowing money to be stolen from my account

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