Complaint Review: Wachovia fraud department

On March 14, 2011 we had a fraudulent



charge occur on our checking account in the amount of $671.00. We filed the



fraud with the bank and the started the investigation process, we also changed



account numbers to prevent any other charges showing up. We faxed all the paper



work requested over a matter of a month as we received. Then we received a



letter telling us that the case would be closed because we did not send the



paper work in. So we re-faxed the paper work again along with the transmission



verification report (TVR) from the other faxes, this time we called to insure



that the fax was received and took the name of the person that received it.



Then two weeks later we received a letter that the case would be closed because



we did not send the requested information. So we re-faxed yet again and called



and talked with the person looking into our case to make sure the fax was received



and it was. By now, with all the faxing and re-faxing, we are into the end of



June. Then on June 30 Wachovia took the $671.00 back out of our account and



caused four checks to be returned along with NSF fees. Called the investigator



Annie Johnson several time over a two week time frame, she never returns phone



calls and was told when I did talk with her that she does not have to return



phone calls. In addition, talked with her supervisor Tracey Naylor-Collins who



also said we only call once and do not return phone calls if there is no answer



of the number we call. WHAT? Long story short, we have been told that the fraud



case is over 60 days and cannot be reopened and for us to suck it up as a



lesson learned. Lesson learned, we didnt even approve the $671 charge to our



account. Also talked with Kathy B from the Online Services Team who now refuses



to provide a name and contact information of someone outside of the fraud



department that can handle the issue. I thought that we could go about this



issue another way. Here is the email I got from Kathy B,







Mr. xxxxxxx, as I explained in an



earlier response, your case xxxxxxxxxxx







has been closed. According to Annie Johnson manager, Tracey







Naylor-Collins, the Check Card number was provided to the merchant or company where



the funds were owed. This







type of dispute must be taken up with the merchant or company, not with the



bank.







We will gladly assist you with any other questions or concerns regarding







your account; however, we will not be able to reply to additional







messages regarding this fraud case, which has been closed.







I appreciate the opportunity to address your concerns.







Sincerely,







Kathy B







Online Services Team







We are being told that they will not communicate



with us any more concerning the matter. We are looking into legal actions



concerning this. If you bank with Wachovia or Wells Fargo you need to move it is only time before it happens to you.