Consumer complaint received 2023-03-06
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:
On XXXX, my on-line checking account with Wells Fargo Bank was hacked by means of a XXXX virus. I logged into my account to balance my checkbook and noticed- {$37000.00} was being deducted. I received a warning message that my laptop had a XXXX virus. I attempted to hit the escape key to clear screen with no success, all keys were locked. Message on screen stated that I should dial number on screen which was for XXXX XXXX XXXX. I later learned the the XXXX XXXX XXXX and the man posing as a Wells Fargo Fraud Department employee were both imposters. I was told that an employee working for the bank sold customer 's information and my money was in the process of being taken. I was in the process of purchasing a home and needed to hold on to my money. I was told that I needed to move my money into a fictitious account just until the investigation is completed. I was provided with information needed to process a wire transfer through Wells Fargo Bank to a company in New York. The individual ( XXXX XXXX XXXX kept in contact with me, during the ordeal I was scheduled for XXXX XXXX ( entirely too much was going on ). Approximately three days after my XXXX I was contacted again by the individual who informed me that the money that was moved to the fictitious account back into my Wells Fargo checking account. I was asked if I knew an individual who worked at the branch I visited named XXXX, I told him the I did not know anyone working at the branch. He informed me that XXXX had been arrested, but he may have been working with others. Approximately two or three days later I was contacted by individual again informing me that I needed to process another wire transfer, but that it must be at a different branch and that I should not discuss this matter with anyone because there could be others working with XXXX. I was unable to drive since I had XXXX XXXX, my daughter drove me to another branch, every time I was contacted by XXXX XXXX I was reminded to not discuss the investigation with no one including my family. I visited another branch and processed a wire transfer to a different company in New York, I was told to tell the individual at the desk that the previous wire transfer was reversed because the company was unable to do the work I wanted done. This second wire transfer was for a little less money {$36000.00}, keeping in mind that he assured me that money would be returned as it was previously. Approximately three days later I was contacted by XXXX XXXX again and was informed that the individuals are trying to take my investment money. It was suggested that I contact the investment office and have my investment money deposited into my Wells Fargo account. I became a little suspicious, I called the office regarding my 401K savings, a verification code was sent to my cellular phone after the individual was able to verify that I was the holder of the savings account. I was assured that no one had made any attempts to withdraw any funds from my savings, and would not be able to without physically having my cellular phone. I was furious and called XXXX XXXX and told him that I would not be withdrawing nor transferring another penny. I told him that I needed my money returned immediately so that the purchase of my home can go through, the call was disconnected. I forgot to mention that I was also told that my cellular phone had also been compromised and the number he calls me from is a secured line. I had gone to the store and purchased a pre-paid cellular phone along with minutes for usage. It was late in the day my bank was closed, I obtained the number for Well Fargo Fraud Department using XXXX and filed a claim. The very next day I visited the branch used for the initial wire transfer and explained my situation again. I also visited XXXX XXXX to have my XXXX XXXX laptop scanned and cleaned. I recently received a letter from Wells Fargo Fraud Department informing me that the company DOES NOT WANT TO GIVE MY MONEY and that I should consider my claim CLOSED. This is unacceptable. The money was withdrawn from my 401K and was to be used to purchase my home. Now I don't have the money, but must claim the money as part of my income when I file my taxes. I lost the house I was going to purchase, I am now retired and have no finances and the condominium I am currently living is being sold. I have not received my first retirement interim payment yet. 
Retirement is not looking good as of right now!

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