Consumer complaint received 2024-01-18
Company: WELLS FARGO & COMPANY
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I received a text message that looked exactly like the text I usually get from Wells Fargo when someone has tried to use my credit or debit card. The text asked if I XXXX  a person for {$3500.00} and I replied no, as I usually do when contacted. The Wells Fargo Fraud Assistant called me to inquire about this transaction and proceeded to tell me his name and ID number. He also stated that he would never ask for my bank account number or any other private information or it would most likely be a scam. He won my trust in a short period of time. He also told me that I could lose all the money in my account by end of day if I didn't take action. He put me on hold while he talked to the Wells Fargo Bank Manager. Her name was XXXX XXXX. He then told me that I would need to XXXX {$3500.00} to his Wells Fargo Bank Manager, XXXX XXXX, and would get it back after midnight. I then did that. The next morning, I received a phone call from this same guy who stated he was from Wells Fargo Fraud and would need to protect my savings account. At that point, I realized it was a scam and told him I was going to the bank to talk to a bank person. I then hung up and he continued to try and call me back. I went to the bank on XX/XX/XXXX, and filed a report in the Wells Fargo Bank and told the fraud representative on the phone, I had documentation and could send it to her. She was not interested in getting anything from me and didn't seem interested in anything I had to say. I also went to the police department on XX/XX/XXXX, and filed a police report. I received a letter from Wells Fargo Bank stating that my claim had been researched, and there was no evidence of a scam, and my claim had been denied. On XX/XX/XXXX, I called the Wells Fargo Fraud Department, and requested the research they had done, since they had no documents from me. It is XXXX XXXX, and I am still waiting for the research in the mail that they did. On XX/XX/XXXX, I made an appointment with the Wells Fargo Bank Manager in XXXX XXXX North Carolina, my bank. She requested from them, that she send my documents so they could see what I had done and how this happened. They said come back to the bank on Tuesday, XX/XX/XXXX, I came back to the bank. We called the Wells Fargo Fraud Department again. This time the man on the phone stated he did not want my documents. They did not need them. They will run the claim again from the first investigation they had done. The personal banker went and discussed this with the general manager and offered us to file an escalation report since the fraud department at Wells Fargo was of no help to me. We then preceded to file an escalation report to Wells Fargo. He wrote everything down, and also included, we also asked him to write down the following : The CFPB stated that banks can not consider consumer 's negligence as a factor or claim that consumers waived their protections in their bank account agreement. As of XXXX XXXX, our bank and credit union participants must reimburse consumers for qualifying imposter scams. 
XXXX XXXX XXXX XXXX XXXX, has now confirmed a policy change on XX/XX/XXXX that requires XXXXXXXX XXXX XXXXXXXX bank and credit participants to reimburse customers for what it calls qualifying imposter scams. XXXX states on its site that imposter scams may include someone pretending to be calling from a business the government, a bank, or a utility company. " Our bank and credit union participants must reimburse customers for qualifying imposter scams, including scammer impersonating a bank to trick a customer into sending them money with XXXX. '' Our personal banker then sent all of this to Wells Fargo Escalation Department. He stated they are supposed to send me an email communication within 48 hours. It has been more than 48 hours and no email as of XX/XX/XXXX. I will be calling tomorrow and all next week to find out if they are going to send an email. I do have a complaint number for the escalation report, and a reference number for the 1st claim filed and the 2nd claim filed. I contacted the second tier team at XXXX on XX/XX/XXXX. They recorded the XXXX scam report, but stated their hands are tied and they can do nothing for me. This would have to come from Wells Fargo and not them. I will also be filing a report with the Federal Trade Commission and the XXXX XXXX XXXX and they were told that, also. 
Thank you for researching what I have told you. I do have my documents if you would like to see them and can email them to you. Attached below are all the documents that Wells Fargo would not accept.

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 explanation