Consumer complaint received 2022-10-19
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XXXX XXXX, 2022 I got a text that my son ( who also has a Wells Fargo checking, savings and credit card account ) had sent me {$3500.00} via XXXX. I immediately called him, and he said he had just received a text from " Wells Fargo '' asking if he authorized a {$200.00} transaction at XXXX XXXX. He replied " XXXX '' and right after received a phone call that came up as " Wells Fargo '' on his phone. He answered and the person on the phone said he was a Wells Fargo representative and my son confirmed he did not authorize a Home Depot transaction OR a {$3500.00} XXXX transfer from his Wells Fargo credit card to my checking account. The " representative '' ( scammer ) said he would help him fix this. They contacted me on a 3 way call. The man said he was a Wells Fargo representative and that in order to fix my sons account, I needed to send that money back thru XXXX to my sons checking account and they would credit it back to his Wells Fargo credit card. I told him I could only send {$1000.00} a day on XXXX, so he told me to send {$1000.00} a day until I had paid back the {$3500.00} to my son 's account. He said once the funds were all received, it could take up to XXXX business days to get back into the right account. So, on XXXX XXXX, I sent {$1000.00} to my son, on XXXX XXXX, I sent another {$1000.00} to my son, on XXXX XXXX, I sent another {$1000.00} to my son and on XXXX XXXX I sent {$500.00} to my son via XXXX. After 10 days it still was not credited back to his account. He called Wells Fargo. They told him his claim was somehow closed. He told them he did NOT close it. They had to re-open the claim and wait AGAIN! After XXXX waiting period, his account was still not credited, until XXXX XXXX when Wells Fargo took {$3500.00} from MY checking account to credit back to my son 's account by online transfer reversal. I only had {$1000.00} in that account so that made me {$2500.00} overdrawn. I have been dealing with Online Claims, Fraud Dept and Escalation Team ever since and have been treated HORRIBLY by a bank I have been with for over 20 years. I have cried over the phone, and in the branch, and become hysterical and been snickered atm blocked from my account because I refused to give MORE personal information over the phone to Wells Fargo and I still have recevied NO resolve for almost 3 weeks now. The Branch manager at one of the branches says he filed a complaint for the way I have been treated and forwarded my case to Escalation, but nothing has been done. Wells Fargo has taken my last 2 paychecks and I still owe over {$400.00}. I keep being told to give them 10 days but it keeps getting stretched out! I can not get answers to exactly what happened but they way my son and I have gathered is that this scammer somehow took posession of his accounts and stole the initial {$3500.00} I sent to MY SON. No one can tell us where the " original '' {$3500.00} has went.

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