Consumer complaint received 2023-06-15
Company: WELLS FARGO & COMPANY
State: AZ
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:
CASE NUMBER XXXX Timeline of events on XX/XX/XXXX XXXX I received a text stating MsgAlert : Wells Fargo activity. Declined transaction attempt for {$320.00} @ XXXX XXXX XXXX XXXX FL Reply Yes if recognized or No if unrecognized STOP to stop msgs Msg and Data rates may apply. ( Phone number was XXXX ) XXXX call. My caller ID said WELLS FARGO XXXX. I answered to a man introduced himself as XXXX XXXX with Wells Fargo to let me know there had been fraud charges on my account. Seeing as I got a text message I assumed he was from the bank. He told me my name, email address and last four digits of my account number. Said this was coming from my business account. ( Phone number XXXX, I was on this phone call for XXXX mins ) XXXX I was sent a code by Wells Fargo and given him the code to authorize who I was XXXX Text message-Freemsg : thank you for your response your debit card has been compromised and a XXXX will contact you. 
XXXX Text XXXX XXXX : sent a verification link. If you didnt request it, call XXXX tap to protect your accounts click on the link for verification purposes. XXXX & data rates XXXX apply. Tap to continue https : //wellsauth.cc/r/TJILXDc. 
XXXX I was sent another code XXXX I was sent another code Emails started coming in and I was told by XXXX that the hacker had changed my settings. 
XXXX email stating a recipient was added to my account XXXX email stating a wire transfer was made XXXX I got suspicious and hung up. 

XXXX Called Wells Fargo ( XXXX was on the phone for XXXX mins I WOULD LIKE FOR YOU TO REVIEW THIS CONVO. THIS IS WHEN SHE COULD HAD DONE SOMETHING OR SENT ME TO SOMEONE WHO COULD ) Spoke to a lady. She was sick and was talking about how she has no power and staying at her mothers house on the couch with her little boy. When she finally started talking about the account, she said she sees nothing on her end and it was being blocked. I received a text while on the phone with her that a ven was added to my XXXX. She told me to delete it and change my password. ( this is the time that she should had reported my fraud, looked into the wire, cancel the wire, called XXXX XXXX XXXX to freeze that account, or sent me to fraud if she wasnt the fraud dept ) After I got off the phone with her, again she said she saw no activity in my account, I saw the {$5800.00} come out of my savings account and I called again. 
XXXX called Wells Fargo again and this is when the savings account was closed and transferred and a case was made. Something that should have happened the first time I called about a fraud on my account. 



XX/XX/XXXX Spoke to XXXX XXXX at the XXXX branch about adding XXXX DBAs to my account and we discussed the fraud. I asked him if I should make a police report and he told me there was no need to at this time. To let the fraud dept do its job. If it doesnt go in my favor which is rare then I can go to the police dept. However, there's no need to waste my time till then. 


Reported Fraud to the Arizona Attorney General on XX/XX/XXXX Filed with the Federal Trade Commission on XX/XX/XXXX # XXXX Also if you look, account savings XXXX shows the whole {$6000.00} was transferred to the new account XXXX Also the wire transfer does not post until XX/XX/XXXX. 

I HAVE NEVER SENT A WIRE TRANSFER IN THE 20 YEARS I HAVE HAD AN ACCOUNT WITH WELLS FARGO Called Wells Fargo on XX/XX/XXXX to ask for information about my phone call on XX/XX/XXXX. She can confirm that she can see that I called and spoke to a representative, however will not give me any information about that phone call. Not even the representative 's name.

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