Checking or savings account -- Managing an account -- Complaint #4668112

Complaint Overview

Complaint ID: 4668112

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: Georgia

ZIP Code: 30101

Date Received: 2021-08-27T12:00:00-05:00

Date Sent to Company: 2021-08-27T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Problem is with Wells Fargo. My identity was stolen and four ATM withdrawls were made ( all withdrawls were made on Saturday, XX/XX/2021 in the following amounts {$200.00}, {$800.00}, {$700.00} and {$300.00} from two seperate locations ) Once I saw these transaction pending I called Wells Fargo and explanined these transactions were not made by me. The accounts affected were frozen immediately on Sun. XX/XX/2021. I called the next day to have both checking accounts closed, spoke with the Fraud Department to file a claim. By XX/XX/2021, Wells Fargo sent me two letters. My checking account that was pending an online transfer to my other checking account was resolved. Wells Fargo approved my claim for an fradualent onlinetransfer and I was not liable for that transaction and returned my funds to the appropriate new checking account set up. Second letter denied my claim in regards to the four transaction of ATM withdrawals that took place was denied. It was indicated in the letter " Based on the information available to us, and because the transaction were made using your card and Personal Identification Number ( PIN ), we found it was made by you or someone who had your permission ''. First, my ATM Card never left me the entire time. Second as I explained in my initial claim, I was never in the area where the ATM Withdrawals happened. No one from Wells Fargo Claims Deparment contacted me in regards to thses claims. On Mon. XX/XX/2021 I spoke with someone in the claims department to see if they can open my claim. It was escalated to the Executive Team to reopen my claim. At this time I made two more calls to speak with the Claim Case Worker " XXXX '' and each time I was told he was not available to speak with me and a decidsion would be made in 10 business days. I requested XXXX to call me to discuss my claim to clarify that my ATM Card never left my possission, nor I approved any ATM Withdrawals. " XXXX '' finally call me back to indicate that the claim was closed yet again and either I made the withdrawals or someone else did. Again I explained the withdrawals were not made by me, my card never left my possession. Then I told him that someone must have duplicated my card, he stated that was impossible. So I asked him, how were these withdrawals made? In my 23 years with Wells Fargo, I never made any ATM withdrawls in those amounts and why were these not flagged as a security breach? Why should my ATM Fruad be treated any differently than my Online Fraud, which the Online Claims Department approved my claim and indicated as Fruad. At this point " XXXX '' indicated he could do no more and the case was closed.

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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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