Consumer complaint received 2024-08-17 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: TX

Complaint narrative:
I was in XXXX XXXX on the night of XX/XX/XXXX. I had my phone with me and at some point around XXXX XX/XX/XXXX my phone was pickpocketed and I was unaware. I had gone back to the hotel and gone to sleep. I woke up in the morning and checked my pants where my phone should have been and it was missing. I thought that I may have left it at dinner or cesars casino so we retraced steps and nobody had it. At this point I knew it was most likely stolen and had reached out to Wells Fargo Fraud detection and sure enough there was an abundance of charges made that were unauthorized. I had Wells shut down my account immediately. The assailants had switched and locked me out of my XXXX XXXX. My wells debit card was attached to my digital wallet as well as my online banking app which was how the were able to transfer money illegally and without consent or authorization. There were XXXX charges totaling {$3400.00} from the suspect named XXXX XXXX via XXXX. These were noted as fraud by wells fargo and refunded. next, they transferred {$11000.00} via XXXX XXXX from my debit account after they gained access ( the same way they were able to XXXX. these were all done withing the same amount of time as each other. the XXXX XXXX XXXX  transfers were done consecutively with charges of the following amounts... XXXX. The claim for the {$11000.00} was under claim # XXXX for that total amount. I received a letter on XX/XX/XXXX that they would only be refunding {$1500.00} of the {$11000.00} even though there was not a charge of that amount and also, all charges that were made under that claim were made by the same person and at the same time. I asked why only a portion was being refunded and they only said that they have done an investigation and they had made their final decision that is final with no additional information as i was asking repeatedly. Furthermore, the thief was able to charge multiple transfers via XXXX close to {$5000.00}. XXXX was able to look into this and determined that it was fraud and had refunded my money in full. Also, they were able to open an XXXX XXXX via XXXX XXXX. They were able to get an immediate credit line and I was told they spent almost {$1000.00} at XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX. I let them know that this was fraudulent and they had the card shut down immediately and determined fraud so that I would not be charged. I also made a police report with the city of XXXX XXXX the same day i found out and the case or report number is XXXX. I have requested a copy of the report and am still waiting for it via mail as I am unable to pick it up because i live in Texas. I am looking to recover the funds totaling {$10000.00} for the unauthorized charges that were sent in bulk and in sequence via XXXX XXXX as this was clearly fraudulent and unauthorized.

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