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Understanding the claims process
To help you understand what you can expect, we are providing information on how we process your claim. Please continue to monitor your account and contact us immediately if you identify any additional transactions that we should add to your claim.
Important information
Within 10 business days, your claim will be resolved or your account will receive a temporary credit if additional investigation is needed. We will also reverse related fees and adjust interest as applicable, if temporary credit is issued or upon the resolution of your claim.
Status of your claim
If we need more information, a claims specialist may contact you. Please keep the claim number for your records. You can view the status of your claim by signing on to Wells Fargo Online®. When we complete our research, you will receive a final resolution letter.
What you can expect if your claim involves an unauthorized transaction with your ATM/ debit card
- If the transaction involves a debit card, your card will be closed to prevent additional unauthorized usage; therefore, you can no longer use that card to make transactions.
- You should receive a new card, if requested, within 5 to 7 calendar days.
- To help avoid interruption in any one-time or recurring payments you have scheduled for your debit card, please give your new card information to companies you have authorized to directly bill your card.
- If you added your debit card to a digital wallet and the digital wallet transactions are associated with fraudulent transactions, you should remove the card from the digital wallet immediately.
What will happen when your claim is resolved
- When we complete our research, you will receive a final resolution letter.
- When the claim is decided in your favor, any previous temporary credit will remain in your account permanently. In addition, any associated fees assessed to the account will be refunded once the claim is settled, if applicable.
Safeguarding your information
- Change your PIN at least every 6 months to help protect your account, and immediately change your PIN anytime you suspect it has been compromised. If you have forgotten your PIN or want a new one, visit your nearest Wells Fargo branch.
- When selecting your PIN, don't use any word or number that can be found in your wallet, such as your birth date, name, or address.
- Memorize your PIN. Don't write it down anywhere, especially on your card, and never share it with anyone.
- If you are at an ATM, ensure no one sees you enter your PIN. Print or email your ATM receipt or securely dispose of it. If you print it, be sure to remove your receipt from the ATM.
- Don't give your card number via email or over the phone, unless you initiated the call. Use only legitimate phone numbers to contact Wells Fargo – such as contact phone numbers found on the company's website; your bank statements; and those listed on your ATM, debit, or credit card.
- Look for secure transaction indicators before you shop or bank online, like “https” in the address bar when you shop online or a lock symbol in the lower right-hand corner of your browser.
- After you make a purchase or payment using your card, sign off from the site and close your browser to prevent unauthorized account access.
- Don't let others use your personal computer. Always password-protect your computer.
- Whenever you leave your computer, sign off or lock your workstation.
- Change your passwords regularly. Use combinations of letters, numbers, and special characters such as # and @. Don't use your Wells Fargo Online username and password for other online accounts or activities.
- Don't write down, store, or give your passwords to anyone. However, if you must write down your passwords, don't store them in an easy–to–find place and be sure to store them separately from your credit card, debit card, or ATM card.
- If you notice suspicious activity in your accounts, report it immediately.
- Install a personal firewall on your computer, and keep anti-virus software definitions updated.
- Be wary of suspicious emails. Never open attachments, click on links, or respond to emails from suspicious or unknown senders. Learn more about fraudulent emails. Ensure your computer operating system, software, browser version, and plug-ins are kept up to date. Before downloading any update to your computer program, first go to the company's website to confirm the update is legitimate.
Questions?
If you have questions regarding a claim involving your debit card, please call us at one of the following numbers:
- For transactions you authorized by providing your signature, Visa® card purchases, or unauthorized transactions, please call us at 1-800-548-9554, Monday – Friday, from 7:00 am – 12:00 am Eastern Time.
- For ATM transactions and PIN-based purchases that are not fraudulent, call us at 1-877-230-8708 Option #3, Monday – Friday, 7:00 am – 7:00 pm Eastern Time.
- For any other type of claim, please call 1-800-TO-WELLS (1-800-869-3557).
