Consumer complaint received 2022-02-01
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I submitted my original complaint to CFPB XXXX regarding the following fraud/scam issue that is currently pending with Wells Fargo : on XX/XX/XXXX XXXX received a phone call that showed up on my phone as WELLS FARGO and had the Wells Fargo phone number XXXX XXXX They were calling acting as if they were wells fargo to report suspicious fraudulent activity in my account. I also received a confirmation text from wells fargo ( XXXX ) stating : " WELLS FARGO BANK : Did you try to use your Wells Fargo Debit Card for {$500.00} at XXXX # XXXX XXXX FM XXXX TXUS ' on XX/XX/XXXX? Reply YES or NO. '' The phone call seemed legit because I have gotten calls like that before from Wells fraud department. They person on the phone stated my checking and savings were compromised through a third party XXXX, linked to my wells account and banking app. Someone named XXXX XXXX from XXXX Texas. They instructed me to prevent the funds from leaving my wells account, i needed to add myself as the recipient within XXXX on my wells fargo app, adding my own name and phone number - and to send myself the following amounts of money. DUring the phone call i was disconnected and moments later all of my funds from both my checking and savings were gone. I called Wells Fargo immediately to discover this was a scam and i made a fraud claim to them. The told me it will take 10 days to process, but it is possible i will not have my funds returned. I contacted XXXX who has no fraud protection. 

The following transactions were taken from my wells fargo accounts, both checking and savings through my XXXX account on my wells fargo page {$380.00} {$580.00} {$420.00} XXXX Over Draft protection transfer of {$560.00} Overdraft fee XXXX Since the XXXX i have accumulated additional overdraft fees and insufficient fund fees since my accounts are at XXXX ( now negative ) and because wells fargo fraud process takes XXXX  days and they state they can not do anything during that time. I have reached out to my automatic payments, but a few of them have already processed. 
XXXX {$35.00} overdraft fee XX/XX/XXXX {$35.00} overdraft fee The response CFPB received from Wells Fargo for the initial complaint is attached. It states : " We were able to locate XXXX related Online Claim with claim numbers XXXX, XXXX, XXXX and XXXX. We reviewed these claims and found all are open. Our claims office is currently reviewing this matter and will respond under separate cover once the investigation is complete or if further information is needed. " " Regarding overdraft protection transfer fee Refunds are granted to an account due to a bank error. If no bank error has occurred typically no refunds are granted. Because you are a valued customer, we have refunded {$9.00} in Wells Fargo Bank Fees to your Wells Fargo XXXX Checking account ending in XXXX as a courtesy on XX/XX/XXXX, for being a loyal and valued customer. '' I was give {$9.00} as " relief '' and the complaint from CFPB was closed. I continue to ask for the original {$1900.00} to be refunded to me, as i did not approve a transfer of this money to go to anyone besides myself through the XXXX App. 
In addition, i also am requesting the {$70.00} fee of insufficient funds be returned and any future fees that are charged to my accounts during this processing period. I would also please request wells fargo refrain from charging additional fees while they are in the processing phase. 

The relief amount of {$9.00} is simply unacceptable. My account continues to increase in the negatives ( currently - {$450.00} ) and accumulating fees while i am helpless to do anything to stop this while waiting for wells fargo to process my claims account.

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 monetary relief