Checking or savings account -- Managing an account -- Complaint #18718987

Complaint Overview

Complaint ID: 18718987

Company: Wells Fargo & Company

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: California

ZIP Code: XXXXX

Date Received: 2025-11-19T12:00:00-05:00

Date Sent to Company: 2026-01-14T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

On or about XX/XX/year> {$43000.00} was fraudulently taken from my Wells Fargo Account. In Wells Fargo 's response dated XX/XX/year>, Wells Fargo denies multiple fraud claims. They indicate that although the transfer of {$43000.00} from my savings account to my checking account was unauthorized, the funds were not in my checking account and thus could not be returned. They state that transactions withdrew the funds but did not explain how the transactions were determined not to be fraudulent despite the fact that I was in a different state during the time of certain transactions and the transferred balance did not appear on the ending balance of my checking account ending in XXXX. Additionally, Wells Fargo Verified fraudulent activity on my account, reference number : XXXX and reference number : XXXX, and issued credit for these transactions. There are others transactions that Wells Fargo identified as fraudulent during this time as well. It is unclear how Wells Fargo can verify some transactions as fraudulent and others as not being fraudulent during the same period of time. The letter dated XX/XX/year> also states that multiple claims were submitted for transactions on cards ending in XXXX, XXXX, XXXX, XXXX. And it each case it was confirmed that the card was either mailed to me or in my possession at the time of the transactions. This is an insufficient explanation and doesn't indicate the evidence used to determine the transactions were not fraudulent. In reference to the cards listed above, card numbers XXXX, XXXX, XXXX were not activated and although may have been mailed, had not been actually received by me. Because of the reported fraud, a restriction was placed on my ability to activate these cards which required me to physically go into a Wells Fargo branch location to activate which was not done. And especially in the instance of any transaction that was done using card number ending in XXXX, there were transactions being made at an ATM location while I was sitting in the branch with an account representative reviewing claims. The Wells Fargo response is neither complete nor accurate. The letter contradicts itself, doesn't provide accurate information and doesn't address the inconsistencies where fraud was found regarding some transactions and not others during the same time period of the fraud claims outlined in this complaint. Wells Fargo has made this process confusing to the point, where as a consumer trying to navigate the system, they have made it so convoluted that I am unable to track what they have done to date. Additionally, they have not responded to my request for the investigation file with the evidence they used to make their determination.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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