Consumer complaint received 2022-02-12
Company: WELLS FARGO & COMPANY
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I received this text message : Wells Fargo Bank : Did You Attempt {$3500.00} At XXXX XXXX XXXX reply NO reply YES reply HELP for help or STOP to stop. Msg & data rates may apply. 

I replied, no. 

Within a few seconds the phone rang. It was an automated voice asking if I was available to take a call from Wells Fargo and to press 1 if I was available. 

Like I told me his name was XXXX XXXX from Wells Fargo and he was going to help me get my money back. 

He said we're going to XXXX and you're gon na send it to yourself. 

At one point I told him I wasn't sure that he wasn't a scammer and he told me look at the phone number I'm calling you from, it's the same as on your credit card. 

My mind is a bit fuzzy on what happened next but basically he had me going to XXXX to send the money back to myself and next thing I know a thousand dollars was out of my account and he hung up. Everything pointed to Wells Fargo. Up until that moment that is who I thought I was talking to and I was lured into sending money because I thought I was going to lose money and then it happened anyway. There have been many times on my email accounts where someone is trying to access them and I will get a notification and I've even had it happen with Wells Fargo when somebody was trying to fraudulently use my debit card. 

I immediately called Wells Fargo fraud department. I filed a claim and had to wait 10 business days for a reply just to be told that it wasn't fraud it was a scam and that I now needed to file a money movement claim. 

In the meantime, I had to change my username and password and they made me close my banking account even though I had not given any information about the account to the scammer. They were supposed to allow my rent check to go through and they did not and it bounced and I was charged {$100.00} in NSF and late fees. I notice came along with a notice to vacate if fees were not paid within the next week. I was not told that they refused payment on the check. As of today, I have not even received anything in the mail stating that they refused to pay my rent check. There was money in the other account to cover it just like all the other Auto pays for the next 90 days. 

Then on XX/XX/XXXX I got a letter stating that they were sorry about the theft of my checks. Which is not what happened. And on XX/XX/XXXX they denied my claim. 

XX/XX/XXXX, I filed the money movement claim and XX/XX/22 today I was told because I made the transfer they had no responsibility. 

I have spent more than four hours on hold trying to resolve this matter. I've had people give me the wrong information. They would transfer me to the wrong people. They put me on hold only to hang up on me. I even had someone at their executive office hang up on me. One Wells Fargo branch worker tried to tell me today that their phones were sketchy. The man had my information up on the screen all he had to do was call me back and he did not. 

No one could be bothered to give me a phone call or even to explain to me on the phone why the case was closed or what the disposition was. When I try to get the girl to get someone from claims on the phone, they didn't even want to talk to me. One woman even gave me the phone number for XXXX. 

I have reference numbers for Wells Fargo and for XXXX. 

Wells Fargo ref # XXXX XX/XX/22 Wells Fargo ref # XXXX XX/XX/22 XXXX case # XXXX

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