Consumer complaint received 2021-07-03
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/2021 approximately XXXX I tried to log onto an unsecured site for Wells Fargo Bank on my XXXX. I had an error message : " Your account has been temporarily disabled. Due to suspicious activity. we have blocked your account. To avoid suspension, Please call support team XXXX '' another number from same fraudulent login I found later was XXXX. I called the number from my land line thinking I was talking to Wells Fargo the whole time. The person had an XXXX accent. They told me they would have to check my account for suspicious activity. They got control of my cell phone and email by having me open XXXX XXXX  on my phone and authorizing access. Then gave me a " Reference Number '' had me read it back to them. They wanted a picture of my debit card and driver 's license which I gave. They then had me take a selfie all while having control of my phone. They kept me on the phone for 45 minutes with control of my phone, email and text messages while saying they were fixing my account. The person gave me to his " Supervisor '' who told me not to log onto my Wells Fargo account until XXXX the next day before finally releasing the call. I then called Wells Fargo immediately, around XXXX. They had deducted 5 payments from my checking account, attached to my debit card ranging from {$1000.00} to {$1500.00}. All 5 payments were to XXXX. Wells Fargo immediately closed my checking account and transferred me to debit fraud department who canceled my debit card and submitted what I thought was a fraud report as an " INQUIRY ''. But they posted all 5 payments 3 days later anyway for a total of {$6300.00}. I was able to check my emails and text messages after I spoke to Wells Fargo. The emails were order placements and " authorized '' payment messages from XXXX. Also an email from XXXX of 2 declined payments. Several text messages were from Wells Fargo with authorized " codes '' to release the funds to XXXX Wells Fargo denied my " claim '' for my " inquiry '' stating the transactions were authorized and not a mistake. This was not authorized by me because scammers stole my identity with my cell phone and email. Wells Fargo also told me they would send me replacement checks for my new account but after 10 days I called Wells Fargo customer service again and they were never mailed. So they reordered the checks and mailed them but charged me {$26.00}. They also asked me several security questions to verify it was me. XXXX of those included a name of a person whose first name I dont know XXXX " XXXX '' ). It apparently is the daughter of my ex husband who I have had no contact in 23 years. She was born long after my contact with the ex husband. So of course I didnt " pass '' the security part with that particular fraud customer service agent. Wells Fargo refuse to close an account opened fraudulently under my name with XXXX with my cell phone number and email. Keeping it opened has resulted in ANOTHER attempt by the scammers to transfer money to a fraudulent person on XX/XX/2021. This resulted in my login being frozen by Wells Fargo again.

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