Consumer complaint received 2023-07-13
Company: WELLS FARGO & COMPANY
State: NE
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/23 toward the evening, I started getting texts asking if I charged $ XXXX at a XXXX in Florida XXXX me saying no to it, then I got another one ... ... ..said no, then got an XXXX phone number, XXXX which I did NOT answer. I looked at my debit card and saw this was the Wells Fargo number calling me ... ..so they did call back and I answered it this time thinking it was Wells Fargo XXXX The person ( man, no accent ) on the line said he was from Wells Fargo and asked if I was getting charges on my card, and I said yes. So, in order to verify me he text a six digit code to me which I told him what it was. He then put me on hold, and then he transferred me to another number. I did not know this until I hung up. He got into my account, approved a person in there ( XXXX XXXX ) to wire transfers from my account. I have an XXXX XXXX XXXX  credit card ) set up to cover any overdrafts, etc. on my checking account. They transferred {$9900.00} to my checking account. I had {$5400.00} in my checking account, so with the {$9900.00} plus {$5400.00} ( {$30.00} for transferring from XXXX ), they transferred {$15000.00} out of my account to a XXXX account and left me XXXX cents. Now Wells Fargo wants me to pay off the {$9900.00} on my VISA card they transferred. 

I went into my account and noticed everything they did in my account. I called the Fraud dept at Wells Fargo immediately and told her what just happened. I think her name was XXXX. I told her that what happened was pending in my account and for her to stop it, do something to stop the fraud from going through. She did nothing. The next day it went through and they said they requested it back but the girl already came in to get the cash. Can't the bank be called to put the transfer on hold or something until this was figured out? This was way too easy to happen. I have claim numbers for both transactions, and she said they'd look into it. Again, she did nothing!!

I have received 4 different letters and phone calls from Wells Fargo fraud people stating it was my fault. This is NOT true. How did this guy get into my account?? How did he get Wells Fargo phone number and use it to call me? I think it was an inside job actually ... ... ..way too professional.

After about a week, I was told to be sure and put a claim into the XXXX XXXX  XXXX. so I did. I met with XXXX XXXX # XXXX and put a claim with him. A few days later, XXXX XXXX called me to follow up. I have been researching for help from XXXX, which they sent me Regulation E which Wells Fargo needs to abide by. I sent this to her which she appreciated in case other people could use the info. 

After I went to XXXX, I went to the FBI and put in a claim with Agent  XXXX XXXX. He also has the Reg. E notice. This was a long conversation and so far nothing has happened with the FBI. From what they say, they need the person to do it again ( now that they have all the info ) so they can catch them. Needless to say, this doesn't help me at the moment. 

i called XXXX XXXX, a case specialist from Wells Fargo and left a message that I wanted a copy of the phone call when I called in the fraud dept. the night of the XXXX. I'm sure it was recorded...... I haven't heard anything back from her. I called and left a message with her 3 separate times. Why is this??? 

I really believe if I was a wealthy person, they'd have taken care of the problem. I couldn't even make my house payment until today ( XXXX of XXXX ) because I get my social security check the second XXXXXXXX of the month. I have no money ... ... ....

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