Checking or savings account -- Managing an account -- Complaint #4642407
Complaint Overview
Complaint ID: 4642407
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: 90025
Date Received: 2021-08-18T12:00:00-05:00
Date Sent to Company: 2021-08-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021 my phone, wallet, and keys were stolen. A debit charge of {$3900.00} and a charge of {$1600.00} were able to be made without my authorization, as well as a credit charge of {$880.00} at a XXXX store in XXXX XXXX. After filing the appropriate fraud reports with Wells Fargo, the credit charge was returned/re-credited to my account as it was determined to be fraud, but the {$5400.00} debit charge claim was denied as it was determined to not be fraudulent. This is clearly contradictory, as the incidents occurred simultaneously at the same location. Wells Fargo claims that I authorized the charges over the phone, but I did not have my phone as it was stolen. Additionally, it is impossible that the thieves would have known/been able to use my pin number as it is an arbitrary number that only I know and is not recorded anywhere besides my own memory. Wells Fargo allowed my money to be stolen from my account without proper authentication, and refuses to reimburse the amount that they allowed to be stolen from me.
Frequently Asked Questions
What is Complaint #4642407 about?
Complaint #4642407 was filed against Wells Fargo & Company regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2021-08-18T12:00:00-05:00.
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 (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.