Consumer complaint received 2023-11-20
Company: WELLS FARGO & COMPANY
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX. 2023, around XXXX XXXX my son got messages from his bank informing him there were some online money transfers from his checking account : first {$1900.00} was transferred out of the account to XXXX, and then same amount of money was transferred onto his account ; later on, an amount of {$1900.00} and an amount of {$1900.00} were transferred out of his account. He called me immediately. His bank account has been linked to my bank account since he was a college student. We checked each other and we were sure that we never did any kinds of purchases or merchandise and we never requested any money transfers. We realized that these transfers could be fraud activities. I let my son immediately log into my bank account. However, he couldnt log into it. he checked the username and password, and was very sure they were right. We realized that his bank account was invaded, and the username and password of his bank account were changed by the invader. We then went to a bank branch nearby. We reached the bank branch in XXXX, Tennessee, around XXXX XXXX. The branch staffs including the manager met with us. We asked them to stop the money transfers. When we got there, the transfer situation was Pending. The bank staffs did file request to dispute the transfer activities. We were told that our money should be refunded since that money transfers were still in Pending and we responded quickly. We had the claim no. ( XXXX ). We were told that the bank would need ten days to investigate. When I logged into my bank account around XXXXXXXX XXXX in XX/XX/166 and the next day ( XXXX XXXX, 2023 ), I found the money transfers was still in XXXX. 
On XX/XX/2023, around XXXXXXXX XXXX, my son and I went to the same bank branch. We wanted to know an update about our case. The same staff met with us. We made a lot of phone calls and finally got an update : the investigation was to finish in couple days, and someone would call us to once the investigation was finished. We also got some information : someone called the bank to ask the money transfer by using a phone number that was not mine or my sons. However, On XX/XX/2023, because nobody called us since then, I went to the same bank branch. The same staff met with me. After several phone calls, I was told that our claim was denied. The bank didnt believe that those money transfers were fraud because all the information provided in the money transfers were right. We knew that we never did any merchandise and requested money transfers. They definitely were internet fraud. Then the bank staff asked the branch manager to meet with me. The bank staffs including the branch manager and I filed an Escalation Complaint. 
On XX/XX/2023, I got an email letter from the bank XXXX XXXX XXXX XXXX telling that the bank would respond to my case within 10 business days. 
On XX/XX/2023, I called the bank XXXX XXXX XXXX XXXX asking the update about my case. I was told that the case was still in the investigation, and the bank would call us once there was a result. 
On XX/XX/2023, I called the bank XXXX XXXX XXXX XXXX again, and I was told the bank still think there was no any internet fraud. I told the bank it was an internet fraud because we never did any merchandise or any requests for the money transfers. The bank got wrong conclusion and made a wrong decision to let the money transfers finished. Also, I asked where our money was and I was told that the money already moved out my account. I then wanted to know when the bank finished the money transfers because the money transfers were still in Pending when we got to the bank branch on XX/XX/XXXX, around XXXX XXXX and maintained the same situation Pending the next day ( XX/XX/2023 ). I was told that those transfers were done in XX/XX/XXXX, around XXXX XXXX. We never understand that why the account information showed that the money transfers in Pending when the transfers were done. 
The money transfers were definitely internet fraud because we never did any purchases and requested the money transfers. My bank account was invaded and my personal and bank information were stolen. The invader used our information for the money transfers. The bank sent us two letters, one in XX/XX/XXXX, and one in XX/XX/XXXX, informing me that there were unusual unauthorized activity or updates on our account ( attached please the copies of the two letters ).

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