Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #4551891
Complaint Overview
Complaint ID: 4551891
Company: Wells Fargo & Company
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
State: Florida
ZIP Code: 32218
Date Received: 2021-07-17T12:00:00-05:00
Date Sent to Company: 2021-07-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I filed a fraud claim on XX/XX/XXXX. On XX/XX/XXXX, I had forgotten and left my phone at a restaurant. Once I realized the phone was missing, I returned to the restaurant. Spoke with the manager, who advised no cell phone had been turned in that day. Therefor, my phone was stolen at the restaurant. I called the police, who said they would file a report, but without any suspect information, it could not be further investigated. Eventually, I was able to use my iPad at home and use the Find my iPhone feature to locate my phones location. So I showed up at the home where my phone was located and was able to get my phone back. The problem was, I had no passcodes on my phone and no FaceID enabled for personal reasons. This gave the thief access to all my stored passwords and the ability to add their biometric data like FaceID, which they used to get into my bank account and send a {$500.00} unauthorized XXXX transaction. When I discovered the unauthorized transaction, I filed the claim. I was told my claim is not covered under the Zero Liability Policy as Wells Fargo concluded this transaction was authorized. That is NOT the case. On XXXX, I sent a fax with an explanation of what happened in further detail along with my police report from XX/XX/XXXX. Wells Fargo sent a letter back to me stating they are continuing to deny my claim. I called their claims center as I wanted reasoning to why my claim was still denied. The Wells Fargo representative, XXXX, advised there was nothing that could be done and hung up on me when I requested a manager. I called back and spoke with a manager, XXXX, who stated the claim is still denied due to biometric data being used to log into my Wells Fargo app. This was explained in my original claim and in my fax : the thief added their biometric data into my phone. The manager then proceeded to victim blame me and say I was at fault for not having passcodes on my phone and that there was nothing he could do to get my money back. I have submitted a full explanation of the incident that explains every reason they gave me to deny my claim, as well as a police report from the incident. This is more than enough documentation to approve my claim and yet Wells Fargo refuses.
Frequently Asked Questions
What is Complaint #4551891 about?
Complaint #4551891 was filed against Wells Fargo & Company regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. It was received by the CFPB on 2021-07-17T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". 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 (Money transfer, virtual currency, or money service) 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.