Consumer complaint received 2024-01-12
Company: WELLS FARGO & COMPANY
State: SC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
YOUR COMPLAINT On XX/XX/ I was contacted by the Wells Fargo fraud phone number and someone either posed as an employee of Wells Fargo or was an actual Wells Fargo employee. They knew of the fraud activity that had been occurring on my account since XX/XX/ and gave me names of two people in XXXX GA that were attempting to access XXXX from my business account. They asked if I knew them and I responded no. I was then told that they were the same people who had been doing fraudulent transactions on my account and that they knew where they were and that they would be able to get them arrested. I was told that a special fraud agent was now in charge of my fraudulent activity and would be able to have them arrested. I was instructed that I had to repeat in the same increments the amounts that they were trying to access. I unfortunately believed this because of all of the fraudulent activity on my account and all the times I had recently spoken to this department. I did as I was instructed and I have never made a wire transfer ever so this should have appeared suspicious to Wells Fargo and I should have received a suspicious activity alert which I didnt. I reported all of this on XX/XX/2023. The XXXX transfers were credited back the next day after receiving Wells Fargos response they had listed that the wire transfer case was started on XX/XX/ this is inaccurate. It makes no sense that I would open a fraud case on the XXXX  transfers on XX/XX/2023 and not also opened the wire transfer case on the same day. This was all from the same fraudulent activity and I opened all three cases on XX/XX/. I have requested all information including employee notes that was used to investigate the wire transfer because this appears as negligence on Wells Fargos part or employee negligence that all three were not opened the date I reported them on XX/XX/2023. I Requested information used to investigate my case and was denied. I am requesting the information again due to the date being wrong on my case and the obvious mishandling of the case which had it been handled when the case was opened on XX/XX/2023 when I was given a case number the fraudulent wire transfer could have been stopped as it was not scheduled to go out until XX/XX/2023. Instead they are claiming it was opened on XX/XX/2023 which is false. I am not even being provided with the receiving financial institution which prohibits my ability to have the scammer who presented themselves as a Wells Fargo employee from being criminally charged. The response from my latest complaint has two different responses with two different dates proving that the person taking the claim on XX/XX/2023 did not handle the claim correctly. The response also stated that the claim are handled within XXXX business days but on XX/XX/2023 the fraudulent XXXX transfers were credited back to my account. If the XXXX transfers were credited back on XX/XX/2023 how is it possible that they were credited back the same day as Wells Fargo is stating the claim was open. It was opened on XX/XX/2023 this is proof as to why the XXXX transfers were credited back on XX/XX/2023. The wire transfer also reported on XX/XX/2023 was not handled properly because if it had been handled properly it was not scheduled to transfer until XX/XX/2023. It could have been stopped as well considering the claim was opened on XX/XX/2023. I provided the call log proving I made all three claims on XX/XX/2023. Wells Fargos response also suggested I contact law enforcement however I can not even provide law enforcement with the information of the receiving financial institution and the identity of the individual who obtained the funds. Wells Fargos response also stated that I did receive an alert regarding these transactions and that is absolutely not true. Had I received an alert on XX/XX/2023 I would have recognized that these were people posing as Wells Fargo employees and that this was not legitimate. I feel there was a breach of my information because I had been experiencing frequent fraudulent transactions on my account throughout the month of XXXX, which each time I received an alert. I had frequent contact with the fraud department of Wells Fargo because of all of the fraudulent activity. Because of all the fraudulent activity I had been experiencing and the communications with Wells Fargo employees the people posing as Wells Fargo employees communicated exactly the way all other employees had on other activity. This along with the refusal to release the information used to investigate my claim appears now as if they were actually Wells Fargo employees either accessing my account information for fraudulent activity or releasing my information to someone. The refusal to disclose the information and the two conflicting dates of the opening of the claim appears very suspicious. This is either an employee or incompetence in handling the claim. I have reported this to the FBI cybercrime division and the FTC and I will continue until I am compensated. It is the responsibility of a financial institution to protect the information and funds of a customer and Wells Fargo did not protect my information and my funds. This is a Small Business account and my small business has suffered because of this fraud.

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