Consumer complaint received 2023-06-30
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX at XXXX, I received a text alert that my Wells Fargo checking has been hit with an attempted wire transfer for {$390.00}. I responded to the text that I did not authorize the charge and a fraud specialist called me within the hour. While on the phone with XXXX XXXX from the fraud department, he alerted me that not only did they attempt to hit my checking, the thief also had attempted to hack into my savings account and tried to wire transfer money out from there. He promptly shut everything down ; online logins, my debit card, and both account numbers. However, even though the fraud specialist noted that the thieves had attempted to withdraw from my savings while on the phone with me, he could not keep them from transferring out $ XXXX from my savings account in real-time at that moment. Also, he failed to confirm the transaction had actually gone through ( the {$390.00} to checking did not, not even a pending notice ) and he confirmed with me that the two accounts were at their correct totals. 
The next day it wasn't until my online access was restored did I see that they actually did take the money from my savings. 

I called on XX/XX/XXXX for an update on my claim and WF told me the claim is closed because they could not retrieve the funds from the beneficiary account and all I can do is file a police report. I asked the Bank Manager to escalate the claim and the only recourse seems to be that I keep requesting WF to continue to attempt to return those funds to the account. The Branch Manager told me sometimes it takes a few attempts, but I'm not convinced they'll retrieve it. I filed a police report with XXXX XXXX as well as an online FBI report. 

On XX/XX/XXXX, I was told to expect a call from Exec Office within 2 days. I heard nothing and called myself on XX/XX/XXXX. The call to the Exec Office was pointless. Basically, that's the highest level of complaint, which really does nothing for a fraud case. Even the new claim number I was given didn't work, so all he could do was transfer me to a fraud specialist who just went back to the script about WF Online Agreements and why the claim was closed. She did apply the XXXX XXXX Police case number to the claim notes and said that it may assist in convincing the beneficiary bank to return the funds and if the claim was ultimately reopened, then it could be used for a potential insurance claim. She also said it was still noted that they would continue to attempt to retrieve the funds from the wire transfer. Not feeling all that positive, I went ahead a filed an official complaint with the CFPB right on XX/XX/XXXX. 

At XXXX on XX/XX/XXXX, I received an automated email from WF that the full amount of my wire transfer was returned. I called fraud to confirm this and I also made sure they noted that money would need to go to the newly opened savings and not the old one I closed due to theft. More than one banker assured me the funds would be returned. I did receive a credit that day for {$74.00}, which looked to be the beginning of an initial transfer back into the savings. 

I circled back with Wells Fargo on XX/XX/XXXX because I've still not seen the $ XXXX to the new savings. WF only returned {$74.00} on Monday and I thought we were waiting for the remainder of the fraudulent wire transfer to be returned. Even though multiple WF bankers have assured me the money would return, today the wire transfer fraud department informed me that the {$74.00} was the TOTAL of what they were able to return from the beneficiary bank. 

They've elevated my complaint and the bank branch manager seems to think that the delay has to do with the fact that I had to close the original savings account that was hacked and open a new one, so the wire return is attempting to go back to a closed account and they need to adjust it. I'm not confident though. I should be hearing from someone due to the elevated complaint in 48 hours and that's where I currently stand.

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 monetary relief