Consumer complaint received 2023-10-26
Company: WELLS FARGO & COMPANY
State: ID
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2023 Wells Fargo fraud department contacted me ( recorded call ) about possible fraud on my savings account. There were 3 wire transfers scheduled to go out and they wanted to know if I did them. I was very clear that I did not initiate the wires transfers and they need to be cancelled immediately. The agent said he was doing while I was on the call with him. He then gave me a confirmation number and said I would be called on XX/XX/2023 with the results and how to unlock my online account. 
I waited most of the day with no call. I then called into Wells Fargo Fraud department ( recorded call ) and asked what the status was to have them cancelled and have my online account turned back on. They wouldn't give me an answer only that I needed to go into a branch to complete the process. 
I went to my local Wells Fargo Branch and was told that none of the wires had been cancelled. I gave them my confirmation number and they wouldn't say anything about it, but the local assistant manager called the fraud department and they were working on cancelling the wires. During the wait I was told again that none of the wires were cancelled. They were able to get one cancelled right away, but they had to work on the others. During the 2 hour wait I was told they couldn't get 2 of them cancelled and that I had approved them. Told them to listen to the recorded call where I told them they were all fraud, nothing was done to listen to call.

The 3 wires were for {$8700.00} - not cancelled, {$9800.00} - not cancelled, {$6400.00} - cancelled.

I was given 2 claim numbers for the wires that were cancelled # XXXX and # XXXX. Over 5 days later I was told that Wells Fargo was unable to stop the wires and couldn't get the funds returned. I filed a complaint with Wells Fargo Bank, and was told that I approved the wires so it was my fault and they wouldn't pay me the money lost from my account. 
Wells Fargo has recorded calls where they were told by me several times that it was fraud, that I didn't authorize the wires, and no one else in my family has access to my online Wells Fargo account. 
Wells Fargo Fraud department knew they were fraud AND had a recorded call with me on XX/XX/2023 were I said it was Fraud. They did nothing after receiving this information. No calls back to me as I was told I would get. If I hadn't call them all 3 wires would have gone out because of their failure to do their job. 
I filed a police report and they also tried to get the funds back to me - issued warrant to bank, but the accounts the wires went to - banks in XXXX and XXXX- did not have any funds. 
They did not request cancellation of the fraud wire transfers on they day I was told it was happening. Their failure to do this timely caused them to lose {$18000.00} of my hard earned money, which has greatly affected my financial situation. They just don't care and won't take responsibility for their errors and poor work.

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