Checking or savings account -- Managing an account -- Complaint #8347213

Complaint Overview

Complaint ID: 8347213

Company: Wells Fargo & Company

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Banking errors

State: California

ZIP Code: 92027

Date Received: 2024-02-14T12:00:00-05:00

Date Sent to Company: 2024-02-14T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2023, I went with a friend to the XXXX XXXX XXXX in downtown XXXX XXXX. I had XXXX drinks. After an hour the bouncer asked us to leave. He said it was because we were only purchasing drinks and not food. We were at the bar. We chose to go quietly. Halfway to the exit I remembered a picture frame I had bought. I asked the bouncer if I could go back and get it. He said no. I asked if he could escort me back to the bar just to grab it. Again he said no. He seemed to be in a big hurry to get us out the door. It was almost as if he was worried something would happen to us inside the restaurant in the next few minutes. My friends and I started walking towards the XXXX night club nearby. Along the way I lost awareness of my surroundings. I remember not being able to take care of myself. The same thing happened to my friends. We were roofied. Somehow we became separated. XXXX individuals approached me and asked if I needed help. I said yes. Please call my brother. I remember unlocking my phone so they could make the call. The following day I woke up in a sobering facility in XXXX XXXX with none of my belongings. Some time after XXXX XXXX my purse, phone, car keys and debit and credit cards were all stolen. I filed a police report and submitted evidence of everything the thieves had stolen using my credit and debit cards. XXXX XXXX and XXXX XXXX XXXX credited me back for all the fraudulent charges that went through them. Only Wells Fargo refused. Once the thieves had access to the lock screen of my phone they were able to get into my online bank account and make XXXX transactions. Both occurred on XX/XX/2023. Both were funds transfers from Wells Fargo. XXXX was through XXXX XXXX for XXXX. The other was through XXXX for XXXX. At no point did I authorize either of these transactions. I have been in regular contact with Wells Fargo since then. I submitted all the evidence, police reports and receipts to prove it was not me who made the XXXX transactions. Wells Fargo denied my claims. The reasons they gave were insufficient evidence and their assertion that they made no mistake. If insufficient evidence is the problem, I would appreciate Wells Fargo letting me know what additional evidence they need. If made no mistake is the standard for deciding accountability, then, clearly I was not at fault. I made no mistake. There are things Wells Fargo could do to avert situations like this. I had no idea thieves were using roofies to defraud banks. Wells Fargo, because of their size and sophistication, should be aware of the problem. They have some responsibility to protect their customers from problems like this. They could, for example, send out a warning to their depositors. Or they could require voice verification for transfers of {$1000.00} and above.

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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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