Consumer complaint received 2023-05-04
Company: WELLS FARGO & COMPANY
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
You will see that I have sent a previous complaint, but this is an extension of an ongoing issue I am having with Wells Fargo. 

On XX/XX/2023 I was subject to fraud when I received a text message that was very similar to a previous fraud alert text from Wells Fargo, stating someone was trying to send money via XXXX from my account and asking if it was me. I called the phone number provided and the scammer repeated statements exactly the way a Wells Fargo customer service rep would have ( I know because it happened to me a few weeks earlier with my debit card being compromised ). The scammer was then able to obtain my information well enough to not only process this XXXX transaction but then also performed 3 wire transfers from my account totaling {$25000.00}. 

After my last claim with you was placed regarding the {$3500.00}, somehow Wells Fargo suddenly revoked their previous denial of my claim, " did another investigation '', and refunded me the {$3500.00}. Unfortunately I am still missing {$15000.00} from two remaining wire transfers completed that were NOT performed with my authorization and Wells Fargo is refusing to refund or help me in any way. 

A couple weeks ago a small business Wells Fargo agent at a nearby branch asked me to come in to sign a form, stating they found some of my money at another bank and said if I signed the form they would release the money to Wells Fargo who would then release it to me. I went in and signed the form, the agent said I should receive between {$4000.00} and {$6000.00} back in my account within 2 weeks. This never happened. Ironically, the week after signing this form I got another call from the same agent at the nearby branch then stating that the information on the previous form was incorrect and I needed to sign a new one because some of my money was " actually at a different bank ''. I went in and signed said form. It's been two weeks and yet nothing has happened. 

I presented to the same branch today to ask what the update was regarding the above and looking for answers, and they suddenly claimed they don't have any records of the above nor recent emails. They told me there is nothing in their control that they can do. Just leaving me hanging. So here I am again asking for your help. 

Wells Fargo already refunded 2 of the 4 transactions that all occurred withdrawing money from my accounts within the same day and within minutes of one another. If refunds were provided for 2 of the occurrences, why am I having to go through such a hassle to obtain the remaining 2? 

These transactions were never authorized by me. When I ask for investigative results from Wells Fargo as to what is guiding their decision making with my remaining claims, they will not provide such. I have been a customer of Wells Fargo for many years. I will again end my complaint with a statement made by the CFPB that suggests that if a consumer is fraudulently induced by a third party into sharing account access information that the consumer should receive the same protections as if the money were acquired from a stolen debit card or other banking access device, unfortunately Wells Fargo does not see things this way. I want my money completely out of Wells Fargo and do not trust them, yet here I am needing to keep an account open with them in the chance they eventually decide to give me my money back. I am a small business owner with a young family and this situation has been completely devastating for us. 

Thank you for your time and consideration to help me.

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