Checking or savings account -- Managing an account -- Complaint #18357289
Complaint Overview
Complaint ID: 18357289
Company: Wells Fargo & Company
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: Nevada
ZIP Code: 898XX
Date Received: 2025-12-29T12:00:00-05:00
Date Sent to Company: 2025-12-30T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On Tuesday, XX/XX/year>, we logged into our Wells Fargo online banking account to make routine purchases and discovered multiple unauthorized transactions across our accounts. We immediately contacted the Wells Fargo fraud department to report the activity. The unauthorized transactions included : a {$5000.00} cash withdrawal completed in-branch on the XXXX XXXX ( while we reside in Nevada ) XXXX a {$2000.00} ATM withdrawal in Connecticut, a {$9600.00} in-branch check drawn from our savings account, a {$6000.00} unauthorized credit card charge, and a {$4000.00} unauthorized online transfer. We did not authorize, initiate, or benefit from any of these transactions. Wells Fargo did not notify us of any suspicious activity ; we discovered the fraud ourselves. A fraud case was opened after our report. On XX/XX/year>, we visited a Wells Fargo branch to take additional protective measures, including closing and reopening accounts with new account numbers, disabling online banking access, and ordering new debit and credit cards. On XX/XX/year>, we received denial letters stating the claims were denied because a secure login was used. When we contacted Wells Fargo, we were informed that the original claim had been closed and reopened under a new claim number due to how the account holders were listed. During this call, we were advised to have our phones checked for malware. On XX/XX/year>, a professional device scan confirmed malware on my phone, which was removed. This provides a credible explanation for unauthorized access consistent with an account takeover. That same day, we returned to a Wells Fargo branch in XXXX, Nevada, to dispute the denial letters and request escalation, but were told the matter would not be escalated at that time. To date, Wells Fargo has credited approximately {$5000.00} back toward the total losses of approximately {$24000.00} {$26000.00}. The remaining unauthorized transactions have not been reimbursed. At no point have we been provided with a clear explanation for the denial or evidence that the fraud was properly investigated as an account takeover event.
Frequently Asked Questions
What is Complaint #18357289 about?
Complaint #18357289 was filed against Wells Fargo & Company regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-12-29T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.