Consumer complaint received 2022-04-11
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2022, I was a victim of a Fake Support Scam. 
While reviewing transactions in my Wells Fargo checking account online on my computer, I noticed an unidentified transaction for {$300.00} from XXXX, phone XXXX. I did as my bank ; Wells Fargo had instructed me to do in the past and called the number next to the merchants name to try to resolve the situation. The person that answered the phone apologized for the error and said that he would help me reverse the transaction. While still on the phone with him, I provided my name and email address and only my name and email address so he could send me confirmation of the transaction reversal. I noticed that he had somehow taken control of my computer. I immediately turned off my computer and hung up the phone. 
I called Wells Fargo at the number on the back of my debit card. I spoke to XXXX and explained to her what had just happened. She said that we needed to file a claim, cancel my checking account and debit card and I needed to change my password. She gave me the claim # XXXX and said that I would receive a new debit card in 3-5 days. 
I checked my WF bank account using my laptop and noticed a wire transfer for {$25000.00}. I panicked and immediately called the number on the back of my debit card again. I spoke to XXXX in the WF Fraud Dept. and told him about the unauthorized wire transfer for {$25000.00} and a wire transfer fee of {$30.00}. XXXX filed a claim and gave me the claim no. XXXX. 
I later found out that the scammer tried to send ( 2 ) wire transfers of {$25000.00} each. 
For the 1st wire transfer attempt, my bank, Wells Fargo, did not send me a text message with a One Time Passcode to approve or cancel the transaction. They sent the {$25000.00} wire transfer without my approval. For the 2nd wire transfer attempt by the scammer, Wells Fargo did send me a text message with a One Time Passcode. I did not enter the authorization code and the transaction was cancelled. 
Wells Fargo should have sent me a One Time Passcode for both wire transfer attempts, not just one. 
Four weeks later, Wells Fargo sent me a letter ( attached ) saying that my online security claim was denied and the case was closed because the transaction was requested during an online banking session and because they sent me a One Time Passcode. I believe that Wells Fargos reason for denying my request is not justified because they only sent me one pass code for one of the ( 2 ) wire transfer attempts for {$25000.00} each. They sent the other wire transfer without my approval. I do not know what else I could have done to prevent this scam. 
I am XXXX XXXX XXXX, retired and living on a fixed income. This {$25000.00} was part of my life savings. I feel that Wells Fargo did not do enough to fulfill their legal responsibility to protect my money. 
My Attorneys name is XXXX XXXX XXXX. Please let me know if you have any questions or if you need additional information.

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