Checking or savings account -- Managing an account -- Complaint #9366645
Complaint Overview
Complaint ID: 9366645
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: 90066
Date Received: 2024-06-25T12:00:00-05:00
Date Sent to Company: 2024-06-25T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hi there, On the night of XX/XX/XXXX, my wallet containing my Wells Fargo debit card ( as well as all my other cards, ID, and passport ) was stolen out of my car. The thieves subsequently used my cards on XXXX ( including my Wells Fargo debit card ) to attempt to make purchases at various retail establishments ( both inside and outside of California ). The thieves used my debit card to make a {$160.00} purchase at an establishment called " XXXX XXXX XXXX '' which was then flagged by Wells Fargo via email as a potentially fraudulent transaction. Immediately upon receiving the fraud notice email from Wells Fargo on XXXX, I went to my car and realized everything had been stolen. I reached out to Wells Fargo, informed them of the situation, and told them that I had not authorized the transaction in question. I was issued a provisional credit at the time ; however, a couple of weeks later, I received a letter in the mail stating that my claim had been denied and that the credit was being reversed. I then reached out to Wells Fargo again, re-told them the story, and I was assured by the rep that my claim had been denied because there had been a mistake on Wells Fargo 's end with the original intake of the claim. Once again, I was issued a provisional credit. Once again, several weeks later ( this time on XX/XX/XXXX ), I received a letter informing me that my claim had been denied and the credit was being reversed. I reached out to Wells Fargo again today ( XX/XX/XXXX ), and they told me that my claim had been denied based on a variety of factors, most notably the fact that the establishment where the fraudulent transaction occurred was close to my home, and the fact that the PIN had been bypassed when the purchase was made ( I'm unclear how that is a relevant factor - a PIN can be bypassed for pretty much any purchase by just clicking OK on the poinXXXX of sale system ). I was also told that I needed some sort of " supporting documentation '' to reopen my claim. I just filed a police report to submit to them to get the claim reopened ( I had not previously filed one because when I went to the police station, they told me that filing a report would not do anything and was really up to my discretion ). However, I suspect that Wells Fargo is trying to " outlast '' me in an attempt to effectively steal my {$160.00}.
Frequently Asked Questions
What is Complaint #9366645 about?
Complaint #9366645 was filed against Wells Fargo & Company regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-06-25T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with monetary relief". 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.