Consumer complaint received 2023-08-24
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX to XX/XX/XXXX, I was involved in a scam. Over XXXX, an account posing as an artist account DM 'd me and asked if she could do a painting commission of me for free by using a picture I posted on my account. Her " client '' who funds her art would issue multiple checks to me that I would deposit into my bank account and then transfer back to her to account for her painting supplies, and for using my likeness, she offered a compensation of {$500.00}. I agreed after browsing the account, seeing multiple convincing posts of artwork. The scam worked like this : I depostied the checks into my bank account and then immediately transferred the money back to the scammer over XXXX through the Wells Fargo app. After a few days, the bank notices that these checks are fictitious and returns the money, taking out the amount from my bank account, but since I already transferred the money out to the scammer, there is none of that money left and the money is taken out from what money I originally had. In total, I depostied multiple checks worth {$3000.00} into my checking account. I am currently at around - {$2300.00}. 

On the fourth, my parents had notified me of the first few checks that were returned and I called Wells Fargo to file claims ; I also filed a police report. The customer service employee issued the claims and then told me it would be resolved within 10 business days but was so vague and did not attempt to understand what I was wanting to do. On XX/XX/XXXX, I recieved 29 letters in the mail from Wells Fargo, each individual claim letters regarding the transactions and transfers done on my account, with some saying it was sent to a differenet department. They were processed on the same day written in the top corner of each letter, and the uttter confusion of which letters corresponded to which and the results prompted me to call Wells Fargo and ask for transparancy. For almost two hours I was on call, transferred to at least XXXX different departments, only trying to find out the reasoning and updates for their report, and in the end, the department could not update me for any reasoning available. 29 letters opened and read, on call for two hours, and no explanation if Wells Fargo would help or was on my side at all. On XX/XX/XXXX, I recieved a letter for only one of multiple claims about the check deposits that concluded since the transaction was authorized, it would not be considered, as if it was not part of a major scam. 

I was affected by a major scam and asked Wells Fargo to investigate, but Wells Fargo refused to consider my complaint and supporting documents. The company was inept and unhelpful in reviewing the transactions, directing me to the proper channel for questions, and did not take into account at all the fact I was scammed.

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