Consumer complaint received 2021-10-01
Company: WELLS FARGO & COMPANY
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I am a Wells Fargo consumer checking and savings account customer in Pennsylvania. 
On XX/XX/2021 I received a call from a man named XXXX XXXX, who identified himself as a Wells Fargo representative and said he was calling to inquire about suspicious activity from my bank accounts. He called from number XXXX. Mr. XXXX reported that : {$7000.00} had just been transferred from my Wells Fargo saving account ( # XXXX ), to my checking account ( # XXXX ) A Wells Fargo Online Wires Enrollment had just been established for the account ; A Wire Transfer Recipient named XXXX XXXX had just been enrolled for my account ; and A Wire Transfer in the amount of {$23000.00} had just been sent from my checking account to XXXX XXXX Mr. XXXX then asked if I had taken or approved the above actions. I told them that I had not, and requested that the wire transfer be stopped and/or reversed immediately. 
Mr. XXXX asked for my online account password and Social Security number. I provided the former but not the later. He texted me several security codes to my cell phone and asked me to confirm them, which I did. 
Several hours after the above conversation, I received emails from Wells Fargo documenting each of the unauthorized actions Mr. XXXX reported : Tuesday, XX/XX/2021, XXXX XXXX  EDT : Your Transfer is Being Processed - {$7000.00} from savings account ( XXXX ) to checking account ( XXXX ) Tuesday, XX/XX/2021, XXXX XXXX  EDT : You signed up for Wells Fargo Online Wires Tuesday, XX/XX/2021, XXXX XXXX EDT : Your Wire Transfer Recipient has been added ( XXXX XXXX ) Tuesday, XX/XX/2021, XXXX XXXX  EDT : Your Wire Transfer is Being Processed - {$23000.00} moved to account XXXX from my checking account XXXX. 
Copies of the above emails are attached. I subsequently filed a theft report with the PA State Police case number XXXX. 
On XX/XX/2021 Wells Fargo closed both my checking and savings accounts and my credit/debit card account and opened new accounts. However, Wells Fargo did not re-credit my account for the unauthorized transfers. 
On XX/XX/2021, I called Wells Fargos Online Claim Office ( XXXX ) and was told that a fraudulent transfer claim had been initiated on XX/XX/2021, but they were unable to provide any information. On XX/XX/2021 Wells Fargo sent an unsigned letter to me denying my claim ( # XXXX ), asserting that after investigation weve determined that the transaction was performed by you or someone who had your authorization. A copy of that letter is enclosed. On XX/XX/2021 I called the Wells Fargos Online Claim Office ( XXXX ) and spoke with an agent named XXXX. I asked why my claim was denied. He provided the following information : XXXX said according to the notes in my claim record the claim was denied because the beneficiary bank had not responded to Wells Fargos request to return funds. Note that my letter from Wells Fargo ( attached ) states the beneficiary bank did respond to Wells Fargo saying there were no funds available to return. 
XXXX said he would re-request that Wells Fargo contact the beneficiary bank. I requested that I be informed of any outcome. 
XXXX indicated there was no record of Wells Fargo attempting to obtain the computer IP address from where the bank transactions were made. 

I believe Wells Fargo was negligent in their investigation and they should re-credit my account in the amount of {$23000.00}.

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