Consumer complaint received 2023-03-20
Company: WELLS FARGO & COMPANY
State: MS
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
To start, my friend XXXX XXXX, she was XXXX at the time this happened. We had been friends for 5 years or more. In XXXX of last year she started to become ill, and I would run errands for her and she would pay me in XXXX, and put what the transactions were for on XXXX. She was diagnosed with XXXX XXXX XXXX XXXX XXXX XXXXXXXX, when I finally made her go to the doctor. While XXXX XXXX was in the hospital she would XXXX me money to pay her bills, and buy household things she would need when she gets home like XXXX XXXX XXXX XXXX XXXX buy food for her pets and the house, and bring her things to the XXXX she wanted whenever I could because I was working, and I lived in Mississippi and she was at XXXX XXXX in XXXX i could not go see her everyday but I would call and check with the nurses, because she listed me as her daughter and they woukd tell me how she was doing. She would always XXXX me the money it was a total of XXXX. XXXX over a period of 2 months. By the time she came home from the hospital her XXXX was worse. She lost her bank card, i believe at the hospital, and whenever she got home. She called to get another card, and they asked her about the XXXX transfer to me, and she said no she did not make them. XXXX XXXX had been in the XXXX  for a XXXX XXXX XXXX XXXX before she came home. She did not remember those transcactions. She could not even remember personal information on herself. I tried to call the bank with XXXX XXXX on the phone after I found out they reported it as fraud and took XXXX from my account. I had just received a large amount of money that month and how could the XXXX be fraud if you have to use your phone to send someone else the money, you have to verify pin numbers etc before you can complete the XXXX transfer. But both Wells Fargo and XXXX kept blaming it on each other. I have calls when I called customer service and XXXX XXXX telling them she doesnt remember saying that the money was fraudlent, and that she made those transactions on XXXX XXXX the time table consists from XX/XX/XXXX to XX/XX/XXXX. I had tried to several times to call with XXXX XXXX on the the phone, and she could not remmeber her login credentials, or her security questions and she got so agitated because the rep kept asking her questions over and over again.. She had XXXX off course whe would not remember. All wells fargo calls are recorded and Im sure they still have them on file. My XXXX was deactivated and my money was never returned. XXXX XXXX died last year so I do not know how to resolve this. She could not write checks any more, me and her landlord had one that the bank did not want to cash because her handwriting had gotten so bad it was readable. The only reason they did because she had written us checks before and knew who XXXX XXXX and I were. XXXX XXXX could no longer walk. XXXX ambulance brought her home because she could not stand to get into my XXXX XXXX XXXX So they had to bring her home, and carry her up the stairs to the trailer. She sat in her recliner until I called the XXXX  for her again because she could not get up to go the bathroom. She eventually died in XX/XX/XXXX from XXXX XXXX XXXX  I need to know what to do aboult getting my XXXX that wells fargo and XXXX took from my account. Like I stated in orde4 to transfe4 money feom XXXX to XXXX you have to do it by phone. So there is no way possible those transactions were fraud. I have several witnesses, and people who said they were suppose to investigate before taking my money. I GAVE A DETAILED EXPLANATION OF WHAT TRANSPIRED, AND IT STILL WAS NOT TAKEN INTO ACCOUNT. I ASKED THEM HOW CAN IT BE FRAUD IF XXXX XXXX HERSELF HAD TO SEND THE TRANSFER FROM HER ONLINE BANKING ACCOUNT. NO ONE ELSE CAN SEND IT ONLY HER, WE HAVE TO KNOW OUR USER NAME AND PASSWORD BEFORE WE CAN GET INTO OUR ONLINE BANKING, AND THAN PUT A COD3 IN TO DO THE XXXX TRANSFER. NO ONE COULD GIVE ME AN EXPLANATION, OH ONE REP AT XXXX TOLD ME SHE CAN TAKE HER MONEY BACK IF SHE WANTS. MY PROBLEM WITH THIS WHOLE THING NO ONE THOUGHT ABOUT HOW THE XXXX PROCESS WORKED, IF THEY DID THEY WOULD KNOW IT WAS NOT FRAUD. I WOULD LIKE MY MONEY BACK AND MY XXXX ACCOUNT BACK OPEN. I ONLY KEEP ENOUGH IN MY WELLS FARGO BANK ACCOUNT TO KEEP IT OPEN, BECAUSE THEY ARE SCAMMERS ALSO. SO PLEASE HELP ME RESOLVE THIS. XXXX IS A LOT TO BE TAKEN FROM YOU WHEN YOU HAVE NOT DONE ANYTHING WRONG. YES I HAVE BANK STATEMENTS AND TIMES AND DATES. I will fax my bank statements in whenever asked. Personal information and I want to make sure I send it to the correct individual. My phonenumber is ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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