Consumer complaint received 2023-08-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
XX/XX/ Subject : Urgent Complaint : Identity Theft, Hacking, and Fraudulent Activities on Wells Fargo Account Dear Consumer Financial Protection Bureau Team, I hope this email finds you well. I, XXXX XXXX, am writing to report a distressing incident of identity theft, hacking, and fraudulent activities that have occurred within the confines of my Wells Fargo account. I am seeking your immediate assistance and intervention in this grave matter. 
On the morning of XX/XX/, I received a call from a number that appeared to be associated with Wells Fargo ( XXXX number ). The individual on the line identified themselves as being from the Wells Fargo fraud department and proceeded to inform me of suspicious card activity in Ohio. They stated that my account was compromised and that they needed to take immediate action to protect my account. I was requested to verify my identity by providing a one-time code that they sent to me. 
Being under the impression that I was communicating with Wells Fargo 's legitimate representatives, I complied with their request. During the call, they demonstrated knowledge of my email address and my online banking username, which led me to believe that they were indeed genuine Wells Fargo representatives. Regrettably, it has since come to light that this was not the case, and my identity was exploited and manipulated. There had been unauthorized transfers of funds from my accounts as outlined below : 1. From my savings account : - Around {$500.00} was transferred to my personal account. 
2. From my personal checking account : - A sum of {$2700.00} was transferred to my business checking account. 
3. From my business checking account : - An alarming total of {$18000.00} was wrongfully transferred to an unknown account. 

The repercussions of this incident have been severe. The perpetrators have gained unauthorized access to my email accounts, my online banking services, and even executed a XXXX swap, as confirmed by law enforcement during my official police report. All my phone calls were transferred to them, and they were answering all my calls from my bank and so on, until I found out what was going on and went to XXXX XXXX and asked them to transfer my calls back to my number. 
The extent of this breach is both troubling and distressing, and I fear that my personal and financial security has been irreparably compromised. I immediately reported this incident to Wells Fargo, and while they undertook measures to address the situation, I am facing an uphill battle in regaining control over my compromised accounts and retrieving my financial losses. I reported the issue and initiated a fraud case. 
I had to close all my accounts due to the fraudulent activity. This prompted me to visit the nearest Wells Fargo branch on XX/XX/ to address the situation in person. During my visit, a branch banker assisted me in opening new accounts and simultaneously contacted the Wells Fargo Fraud Department to discuss the situation. 
I must highlight a concerning incident that occurred during this call with the Fraud Department. I was asked if I was in Florida, a location I have never visited and was not present at during the time in question. I immediately denied being in Florida, as this was not the case. This raises significant concerns about the nature of the fraudulent activity and its potential scope. 
On XX/XX/, I received a letter from Wells Fargo. To my shock and dismay, I was informed by Wells Fargo that the bank could not accept responsibility for the transactions and was unwilling to refund the money. 
This response has left me in a state of distress and disbelief. I have been a loyal customer of them for many years, and I have always adhered to security measures to protect my account. The fact that fraudulent transactions were allowed to occur without any alert or notification from the bank is deeply concerning. 
Moreover, I find it unjust and unreasonable that I am being held responsible for the financial repercussions of these unauthorized activities. As a consumer, I rely on the bank 's security systems and protocols to safeguard my hard-earned money. The bank 's refusal to refund my money not only breaches this trust but also undermines the fundamental principles of customer protection. 
I had to visit the nearest Wells Fargo branch again to address an issue regarding the denial letter from Wells Fargo. 
During my visit to the branch, I had the opportunity to speak with banker, and I appreciate his assistance in trying to resolve this matter. I requested their help in contacting the fraud department to initiate an investigation regarding the unauthorized transfers. I was informed the same thing, that an investigation had already been conducted, and it had been determined that the transfers were authorized by me. 
According to the information provided by the bank representative, the funds were transferred to a XXXX XXXX account under the name of XXXX XXXX. The account was apparently linked to an address that matches my past address : XXXX XXXX XXXX, XXXX, Arizona XXXX. However, it's worth noting that my previous address was XXXX XXXX XXXX XXXX XXXX  XXXX, CA XXXX, and this change in state from California to Arizona is quite suspicious. 
I took the initiative to conduct my own research and could not find any record of an address matching the provided one in Arizona. It seems highly unlikely that such an address exists in Arizona. Moreover, I reached out to XXXX XXXX to inquire about the nature of this account and its legitimacy. Unfortunately, the response I received from XXXXXXXX XXXX  was unhelpful and uncooperative, as they declined to provide any information or assistance. I even requested that they send a letter to Wells Fargo confirming the fraudulent nature of the account, but they refused to comply. 
Given the circumstances and the inconsistencies in the information provided, I am deeply concerned about the security of my account and the potential implications of this unauthorized activity. I kindly request your immediate intervention to ensure that this matter is thoroughly investigated and resolved. 
I would greatly appreciate your assistance in liaising with the appropriate departments at Wells Fargo to reopen the investigation into these unauthorized transfers. Additionally, if there are any steps that I need to take or any further information you require from me, please do not hesitate to inform me. 

Thank you for your prompt attention to this matter. I am hopeful that, with your help, we can uncover the truth behind this situation and take the necessary actions to safeguard my account. 

Sincerely, XXXX XXXX XXXX. XXXX Email. 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 non-monetary relief