Consumer complaint received 2023-10-08
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
To whom this may concern I'd like to say that I'm very disappointed with Wells Fargo and how my fraud claim was handled. I received the letter in the mail in regards to the outcome. On XX/XX/2023 I received a call from Wells Fargo to advise me of fraud on my account. Come to find out the person was an imposter. They said they were calling because they recived an alert about fraud on my account. They mentioned to be on a recorded line, and wanted to verify some transactions with me. However before proceeding they said they had to make sure it was me. I did not verify any personal information with them. The person sent me text messages and ask that I verify the one time code, which I did. Unfortunately I do not have those text messages as my phone deletes messages after so many days. He proceeded to ask me about transactions from somewhere in Texas which I declined that I did not do. I do have my call log still which I will be sending. Next after confirming the so called charges, the guy asked me about a Recipient for XXXX and I told the guy then I don't t know the person and he said he would remove it dor me and put in a dispute. Then he mention that he will be shutting down my debit card and sending a new one. Next he tells me about another transaction for a wire transfer and I'm like wait a minute hold up that's not me. I try logging into my account but couldn't get in. He said he was going to escalate and put in a ticket to stop the transfer. I was on the phone for over an hour with this person thinking they were helping me to protect my account. He gave me a temporary password to get back into my account because I was unable to log in while on the phone with them. Then when I logged in that's went I saw the {$3900.00} wire transfer to some company I dont know. I asked if I can go ahead and change the password the person told me no and to wait 24 hrs. That's when I got to thinking why would a banker tell me that I can't update the temporary password. So I changed it any way Hung up on them and called The real Wells Fargo to report what just happened immediately. I'm disappointed that Wells Fargo would say in your letter " Our research shows the transactions were made through a secure online banking session. By you or someone who had your authority and that No other processing errors occurred based on this information we determined the transactions were authorized. That statement is not true. I feel that they did NOT research my account correctly. I've been with you all for 10 yrs not to mention I was with yall when yall was XXXX. I don't use my savings to send any XXXX that should been a red flag if you researched my account. I also I don't use your wire services either with the exception of 1 time to pay my Rent to XXXX XXXX that went to a XXXX XXXXXXXX in XXXX in the amount of {$1300.00} only because I was ill and could not make it into the branch to get the cashier 's check that I get every XXXX of the month. I also like to mention that my account was not accurately reviewed, all my XXXX contact recipients are phone numbers not email addresses with the exception of 1 which was back in XXXX to company called XXXXXXXX XXXX to order a cake. This is a major inconvenience that was my income tax money that I finally received was taken out of my account with out my authorization. Those funds were part of my savings to buy a house.I had to close all my accounts including my kids accounts. I also filed a report for identity theft. I hope that my case will be FULLY reviewed and my funds returned back to my account.

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