Consumer complaint received 2021-12-28
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/21 I received an email from XXXX alerts saying my card was declined at XXXX PM at XXXX & XXXX landscaping. 

I called XXXX customer service at XXXX PM and spoke to an agent named XXXX. I spoke to him about the card decline email I received and the fraudulent XXXX transaction attempt that I got at XXXX PM text saying a {$3500.00} XXXX transfer was attempted and he confirmed that my account was compromised, so he would put a replacement on my card. He asked me to confirm my mailing address and I did. He asked if I had my card on hand or if I lost it somewhere. I told him that I did not lose my card and had it on hand, which is why I was confused about how someone could try to use it. 

The employee confirmed that there was suspicious activity and said he would close my card and send a new one. I asked what they might have access to and if I should change my online info and he recommended that I should and offered to do it with me on the phone. He said he would help me update my username and password over the phone. I proceeded to give him a very new and unique username over 6 times, but he continuously told me that no mam these arent available- which I find very hard to believe. After I attempted to try again with a new username the real XXXX employee abruptly hung up the phone at XXXX PM. It is highly unusual that this real Wells Fargo employee offered to update my username and password over the phone - even more so when he kept me on the line saying that these unique usernames were all taken, then to suddenly hang up while I was speaking. I attempted to call back at XXXX PM but I was unable to get a real person so I hung up. At XXXX PM I got a missed call back from Wells Fargo with the spoofed number ( XXXX ) XXXX -- I did not realize this was a spoofed number at the time, as the number matched Wells Fargo 's real number and I was waiting on a call back from the Wells Fargo agent because the last one hung up on me. 

The caller said his name was XXXX XXXX with the Wells Fargo Fraud department. He asked if I have recently been in IL or NC and I said no ( this is where XXXX XXXX XXXX XXXX XXXX XXXX is located, which further made me believe he was a real employee and saw the card attempt ). He said they were notified of fraudulent activities on my account and would help me secure my account by updating my username/password, as well as process the XXXX reversal. He said that he was going to help me set up my new username and psw but first he would take care of the fraudulent XXXX  transfer. He said although I cant see the XXXX  attempt in my bank activity it was pending in the system and he could view that it went through. 

He asked me to confirm my mailing address- which I did. Several times throughout our interaction he assured me my information was secure and that he understands my concerns. He said that because XXXX is a third party he would have to process the refund manually with me over the phone. He sent a verification number to my email and had me repeat it back to him. 

I asked why it said XXXX  XXXX XXXX and he said thats how the fraud department secures my account because the Wells Fargo account was compromised. He told me to confirm and add my email as a XXXX  contact to start the reversal process ( XXXX which I also thought would be the email linked/ associated with my XXXX account. He told me to add the new contact with the first initial of my first name and then the two beginning letters of my last name ( X Xx ). 

After I added my email address as a contact, the name XXXX appeared above my personal email. 

I asked why that name popped up and he proceeded to tell me that was the account manager 's name which I spoke to someone by the name of XXXX. I asked him to verify that he works with Wells Fargo and he told me that the number hes calling from should match the number on the back of my debit card- which it did. He walked me through the XXXX  steps and asked me to confirm the amount of money in my checkings account. I sent the payment and he said I will be receiving my new username and password link via email to secure my account. After we continued to question him he began to taunt me, laughing, saying " gotcha '' etc. 

After this I immediately hung up and attempted to call back XXXX 3 times ( XXXX PM, XXXX PM, XXXX PM ) but I was unable to reach an operator. My mother called and we got in contact with XXXX in the fraud department. I provided her my last four ssn and she proceeded to explain that she cant file fraud bc I was the one who sent the money -- even though it was a person impersonating a XXXX employee just 6 minutes after we spoke with a real employee. She said that scammers are now able to spoof the XXXX number and it has been an ongoing problem that executives have been made aware of. She said a money movement claim resolution will be disclosed in 10 business days. I told her about the former employee XXXX hanging up and she proceeded to apologize and said Im not sure why. I asked if she could see if I actually have a card coming to me and she confirmed that the first person I talked to was a real employee, and that I do have a new card coming. 

I find it extremely alarming that just 6 minutes after I was speaking to a real agent, a scammer claiming to be with Wells Fargo with a spoofed Wells Fargo number called me ( as I was currently waiting on a call back from the real employee ). The XXXX  name that appeared above my email address was XXXX, which I find even more suspicious because that was the name of the real employee I spoke to. I also find it unsettling that after sending my replacement card, the real Wells Fargo employee offered to reset my username and password on the phone. I gave him multiple usernames and each time he would respond with sorry that is not available- which I dont believe is true. Any other time I spoke to an agent and needed my user/psw reset I would receive an email with a link to do so - not get baited by the employee to give a new user and psw to them over the phone. Then the phone call suddenly ended with him hanging up or disconnecting the call. The phone call with the scammer seemingly picked up where my first Wells Fargo call ended by starting with Hi my name is XXXX XXXX with the Wells Fargo fraud department, Im going to help you secure your account by updating your username and psw and also process the XXXX reversal for the fraudulent transaction. '' Thank you for your help with this matter

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