Wells Fargo & Company - No Alert
Debit Card - Complaint
COLORADO -- My husband banked with Wachovia and of course they were purchased by Wells Fargo in 09. They told him to use his card (Wachovia) until it expired which was 2013. That was last August.
Last week he gets a letter in the mail from Wells Fargo. They sent him a new debit card! They never called to tell him one was being sent out. When he looked at the letter enclosed it read, “In fulfilling our commitment to detect fraud on our customers’ debit cards, Wells Fargo regularly reviews cardholder activity to identify unusual purchase and ATM transaction patterns. As part of this review process, your debit card number and/or Personal Identification Number (PIN) were identified as being at risk for unauthorized transactions.
As a precautionary measure, we will be closing your current card and issuing you a new debit card with a different card number and expiration date.”
They just sent a card in the mail without his knowledge. He was so shocked to get that. Being that he didn’t know it was coming, the fraud department opened him up to fraud. They never called and asked him about the charges at all. He had not used his card in any places that he had never used it and the charges were the normal, books, groceries and other small purchases at places that he had used his card at for more than two years each.
Notice that after saying he may be open to fraud that they didn't call him and suspend his account. Therefore, if there was fraud, he would have been wiped out before he got the card they sent without telling him.
The worst part was that the letter stated that they would shut off his old card this week (about two weeks after the letter was received). What if we were out of town as we take a lot of trips during the summer? His card would have been shut down when we actually needed it without any explanation from the bank.
Also, it could have gotten misdelivered (our USPS has miedelivered a number of things within the last year). Not that it could have been activated without other banking information but, it would have left him without a card because without the letter, he didn't know his card was going to be shut down. Plus, if it were delivered to the wrong person they had a lot of his information, i.e., name, address and who he banks with.
He went to a local branch near our home to complain and the lady who was helping him started playing the blame game. She started with, we sent the new card because we changed your account (also without notification, it was included in the letter with the card) to a different kind of checking. He says yeah, if I don’t keep my balance up then I would have to pay, she says, no, you have a free account because you were grand fathered in. He tells her that the letter said they would start charging him $5 a month if he didn’t keep his balance higher than $1,500. She disputes this again and then looks at his account (never read it before but she was trying to explain to him that he was wrong) and says, well, you don’t have to worry about that, your account is within the parameters and you have a platinum card now (I guess she thought that was supposed to make it ok).
He goes on to ask, why did you all send a card without my knowledge? She says it was the back of the house… He asks why they sent a card without his knowledge that would make his old card null and void within a two-week period. She says she doesn’t know. He asked if that was their normal policy, she says she doesn’t know what the back of the house policies are.
He transfers most of his money and tells her to close his account. She, as she’s taught, tries to get him to stay. He tells her that he doesn’t want a bank that would send a card in the mail without notifying him opening him up for fraud, a bank that calls at least every two weeks trying to get him to purchase life insurance that is through a third party (a Wells Fargo associate calls and says that if you want the product she will put you through to the company that sells it) or one that charges him if his checking account dips below $1,500.
After that she did not say another word to him. I guess she just gave up and finished closing his account. Beware if you have Wells Fargo they may send you a debit card that cancels your current card without telling you.
In the end I believe they were just changing his account and they lied about why they sent him a new card. However, if they would have just said that to begin with, he may still be a customer. I just don’t get why these companies think it’s better if they be sneaky and lie rather than be upfront.
** Update** I just got an automated call from Wells Fargo (not 20 minutes after I wrote this review). The message said that Wells Fargo is sending a new card because my husband's card is "at risk for fraudulent charges." Aren't all cards at risk for fraudulent charges?
As a bank they should have things in place to minimize that risk. Instead they send a card without his knowledge. This call came almost two weeks after he received the card in the mail and almost a week after he closed his account.