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

Complaint:
XX/XX/XXXX XXXX 3 missed calls from XXXX XXXX Mom calls to say Wells Fargo is trying to contact me but it didnt sound real XXXX Missed call from XXXX XXXX I call XXXX and speak with XXXX. I explained that this customer service number called me multiple times but I thought it sounded like a scam. XXXX confirmed that they didnt have a reason to contact me and that it was a likely scam. 
XXXX XXXX calls me saying something like, Hi maam, my name is XXXX and I am with the Wells Fargo Fraud Department XXXX My employee identification number is XXXX. We detected fraudulent activity with your account and wanted to review some of the recent charges. Please note that this call is recorded for quality purposes. She proceeded to ask me if I had traveled to XXXX XXXX because there was a XXXX XXXX and XXXX XXXX  charge from XX/XX/XXXX outside of my home area. When I said no, she asked me about actual purchases I had made in the last week. She said, Did you spend {$74.00} at XXXX or {$120.00} at XXXX on XX/XX/XXXX? Those were accurate amounts of money that I had spent at these places getting groceries the previous weekend, so I believed XXXX was looking up my information in some Wells Fargo computer to help me. I noted that XX/XX/XXXX was Monday, but I figured the transactions didnt get posted until the first business day after the weekend. 
XXXX XXXX I check my bank account on my work laptop to see the charges she was talking about. I didnt see any of them. I assumed they were still being processed by XXXX. 
XXXX I receive an email from XXXX that my card was declined at an ATM at XXXX XXXX XXXX XXXX XXXX - XXXX told me she was generating a claim number for my case after she flagged the purchases that I did not make. She also said that in the meantime we needed to cancel my current card and mail me a new one. To authorize your new card, XXXX told me she needed to transfer me to someone else for verification. When she did, I heard an automated message telling me to input my PIN to reset my number. I followed the prompts that it asked for and then was transferred back to XXXX. ( Key locking? ) XXXX XXXX  XXXX tells me the limits for the debit card need to be changed for the new card. She tells me that I will receive a text message to my phone number that ends in XXXX in a few seconds. I had to wait for a while. Finally, after XXXX told me she rebooted her system she got it to work. The message said, Verify Wells Fargo activity. Card XXXX {$860.00} @ ATM XXXX {$980.00} @ ATM Transactio Reply Y if recognized or call XXXX. I asked XXXX why I was being asked to verify something that I wasnt doing. She said, This is for the card limits, I know its confusing, you just need to send Y ( RE : Charges : {$120.00} withdrawn. {$860.00} removed three times, but re-deposited twice ). I double checked the phone number that I was talking to and noted that it was the one listed in the message I was just texted. Why would I call the same number back when I was already talking to someone? I resigned to getting more details about the card. She said, You have the option to wait for the Postal Service to deliver it in 7-10 business days, or we can Priority ship it with FedEx. Normally, there is a {$12.00} charge but we are going to waive that for you. Please confirm the address for shipping. I told her that would be amazing and I would love to have it FedExd to my place, so I gave her the address associated with my account. She gave me a tracking number and date that it would be available # XXXX when it was shipped around XX/XX/XXXX. We ended the call. 
XXXX Email received from XXXX stating that my daily limits changed to {$2000.00} for my card ending in XXXX. 
XXXX I turn my card off and receive an email from XXXX confirming so XXXX I call Mom to tell her whats going on and she immediately calls the same number XXXX I receive an email from XXXX saying there is unusual activity on my card. I thought this was regarding my recent phone call with XXXX. The email detailed the ATM activity and I remembered her saying this was related to the previous fraudulent charges. 
o This same minute, I received another email saying my card was declined at the XXXX XXXX Smiths for {$730.00} XXXX I receive an email from XXXX saying my card was declined for {$63.00} at the XXXX XXXX XXXX XXXX Mom calls me to say she thinks I got scammed because the claim number is not long enough XXXX- I receive an email from XXXX saying my card was declined for {$12.00} at the Downtown XXXX NOTES : They were elaborate enough to do this immediately after I got paid and had the most money in my account. The limit that was set is near the amount that was in the account I could tell XXXX muted her microphone when she wasnt talking XXXX explained the FDIC to me and how I would get my money back

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