Consumer complaint received 2023-03-23
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XX/XX/2023 On Wednesday XX/XX/2023, I was the victim of identity theft. An individual posing as a Wells Fargo representative, called my personal phone claiming there was fraud on my checking account. This scammer called from a Wells Fargo phone number XXXX and even sent the OTP code to my phone. This code was also sent from a Wells Fargo phone number that comes through as ( XXXX ). This is the same number that I receive all Wells Fargo Free Messages to verify a code. The most recent time I received a message from that number was on XXXX, while at the bank on the phone, from a representative who needed to verify my identity. Having had my Wells Fargo accounts hacked in the past, I was thankful for the ( seeming ) intervention. The last hack was on XXXX amounts of {$1900.00} and {$2000.00}. The text came from WF ( XXXX ) on XXXX. The scammer said that due to consistent fraud, they would assign me a new account and proceeded to do so. 
It was not until the next evening, when attempting to log into my account, I discovered a problem. Unable to log in, I called the bank the next morning, XXXX and was advised I needed to go into the bank in person due to fraudulent activity. Once at the bank, the bank manager was able to gain access to my account and was able to identify all the scam related transactions. The manager was able to confirm all six of my accounts were compromised. The total amount moved around and wired out was {$44000.00}. 
While I was in the bank, I was told the accounts were blocked due to suspicious activity. The addresses and notification statuses were changed on each account so that I would not see or be notified of the transfers. The address was changed to another state and I had to verify my correct address. I saw two emails from Wells Fargo requesting confirmation of the wires. I saw the emails with the verification codes sent these are not the same codes that were sent to my phone. 
On XXXX during my time at the bank, I was informed there would be a 10-business day process for the fraud claims. After 4.5 hours spent on the phones with the fraud department and the bank manager, my accounts were changed. At my request, my credit card accounts were changed as well. The cards were closed for all accounts. The following week, on XXXX, I spoke with a representative who advised me the money was still at the bank, blocked due to the fraud claim. On XXXX, I was given the same information by a different representative when I called to check on the status. I was told I would be mailed a letter once the matter was resolved. I was also told by a different fraud representative, the investigation did not start until XX/XX/2023, a full 5 days AFTER I submitted my claim in person. 
On XX/XX/2023, I received a text message from Wells Fargo XXXX, informing me of a charge on my debit card. However, this card should have been cancelled on XX/XX/2023 when all my other accounts were closed. I called the bank, same day, and once again, told them to close down the card. The address was changed again to the false state that I corrected on XX/XX/2023. I changed the address once again back to my address. 
On XX/XX/2023, I received a letter indicating the completion of the investigation for the online cash advance from account and the funds would be returned to that account, however, there needed to be funds in the depositing account. Due to fraud, there was no longer funds in that account. The money was placed back onto the credit card, with the fees. The cash advance is accruing fees daily. Another charge in the same amount was placed onto my business checking account, now doubling what is owed. This resulted in my account being in the negative. They advised that the funds moved around in each account would not be returned because the depositing account, was negative. The wire returns were denied stating I was at fault for giving out my username and password. NEVER at any point did I provide that information to any individual. 
On XXXX I spoke to a gentleman in the fraud department who stated that they spoke to me personally to approve the wire. I asked them to prove it because no one spoke to me. They could not and would not even investigate it. I called and spoke to another representative and she said that there were no such notes about them speaking to me on XXXX or XXXX. 
As a customer, dealing with such a stressful situation, I was hoping to receive assistance, guidance, advice and perhaps a bit of compassion. However, When I called to speak to the investigator on XX/XX/XXXX, I was allowed to leave a message with a representative to have her return my call. When she called back on XXXX at XXXX, she was very rude and sarcastic, blaming me for it all. She questioned what kind of phone I had and why my calls did not go back for months. I advised her that I can call the cell phone company or look on my statements for the numbers that contacted me. She placed the call on mute and let the time run. When I called the next day to give her the numbers and prove it was a Wells Fargo number for phone and text, she rudely told me that it didnt matter and that she was not repeating what she said, the claim is denied. She verbally admitted that I was scammed and that it was nothing more she could do. I asked for her name and ID number and she questioned why and said that it was property of Wells Fargo and that she could not provide that information. She later said her name was XXXX but still refused to give me an ID or reference for the call. 
Since then, I have called the Fraud department several times to try and obtain documentation or proof that someone spoke to me about a wire. I have also called and reported the behavior of the investigator and the treatment that I received as a long-standing customer.

I received new bank cards for my business line of credit and was sent two cards and a user who I did not authorize. I called with my concern and sent a letter via fax and mail to have the user removed. I have also had four clients who have been hacked in the past three weeks and another member, who was in the bank on XXXX, complaining about a {$20000.00} hack on his account. This is proof that XXXX XXXX security practices are not secure, and they do not have the customers best interest at heart. 
It took me a while to write because of the emotional distress I have experienced from {$44000.00} being taken from me and leaving me with XXXX dollars, overdraft accounts and daily cash advance fees. I also had faith since being told that the money was still in the bank, that it would be returned to me. Every time I call, the customer service representatives are nice, but the fraud department is brutal. When I reminded them that two representatives told me that the money was still there, even after the investigation started, they disregard it. I filed a police report on XX/XX/XXXX. I have visited the receiving bank to let them know that someone wired money to them. 
I refuse to believe that after being a customer for over 15 years that Wells Fargo would treat me this way and not even do a proper investigation. When asked about the FDIC, the representative stated that would not cover the finances. They are supposed to call me and find out what happened before deciding. The letter I received said the claim was open on XX/XX/XXXX and closed on XX/XX/XXXX. They did not call me or ask me anything. The representatives also told me that the claim would be open until XX/XX/XXXX because they had 10 days from XX/XX/XXXX, five days after I filed it on the XXXX. I am at least looking for compensation for all of the in-house transfers that I was not aware of and all of the fees associated with any money moved. The wires and transfers were all fraud and the scammer posed as me, stealing my identity. 

Thank you for your attention to this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief