Consumer complaint received 2022-08-09
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2022 ( at XXXX XXXX ), someone called me from Wells Fargos customer service number XXXX ( XXXX ) XXXX. The person said they represented Wells Fargo and was investigating fraudulent activity on my account. In sum, by using the same number as Wells Fargo 's Customer Service " XXXX ( XXXX ) XXXX '', by claiming to be an agent of Wells Fargo who was working on resolving/investigating the fraudulent activity on our account, this person was able to trick me into sharing my usemame and access codes. While I never gave the person my password, he was able to access and take over my account within minutes. I also believe the person also simultaneously called Wells Fargo, and was able to convincingly pose, as myself to Wells Fargo. This way, the person was able to trigger Wells Fargo to text access codes to my account while intercepting and misdirect any verbal messages communicated between myself and Wells Fargo discussing what the codes were actually for. The man took a {$19000.00} cash advance from my credit account, transferred it to my checking account, and then subsequently wired {$20000.00} to a person by the name of XXXX XXXX XXXX ( at XXXX XXXX XXXX Bank ) who I don't know, and conduct other smaller transactions. In sum, all available credit and any available money was drained from our accounts on XX/XX/2022. 

We call the Wells Fargo bank right away, ( w/i 30 minutes of the transactions being initiated ), and after being disconnected with the man who I though was Wells Fargo XXXX I was told that a fraud claim was opened on my account ( # XXXX ), and I would now need to verify my ID in person in a branch due to the flagged activity. At this time, I requested confirmation that all transactions from XX/XX/2022. But, Wells Fargo continued with the transactions anyway without waiting until I verified my ID in person like I was informed I must do. Likewise, I also later discovered Wells Fargo 's online fraud team left a message on my cell that fraudulent activity had been flagged while I was on the phone with the fraudster posing to be from Wells Fargo. 

After working with wells fargo non-stop since XX/XX/2022, their resolution was to reimburse all claims, except for the {$20000.00} wire transaction. Wells Fargo states based on the online access and other agreements the transactions I am responsible for the transactions because I provided the man information ( i.e. username and access codes ) regardless if the man gained the information fraudulently and the transaction weren't actually authorized by me ( or my wife ). 

Worse still, Wells Fargo made several errors in the investigations, and including also deducting {$19000.00} from our checking without reimbursing the money to our credit card. Specifically, in addition to the man stealing $ XXXX from our account, Wells Fargo took about an additional {$19000.00} from our account after concluding the {$19000.00} cash advance should be reimbursed. So, our account is now a negative balance and our credit card balance still remains maxed out.

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