Consumer complaint received 2023-08-12
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On Monday XX/XX/2023 at XXXX I got a phone call from what appeared to be WellsFargo. The caller ID read WellsFargo and the number was XXXX. As I answered the phone call they stated it was XXXX from the WellsFargo Fruad dept. They wanted to speak to XXXX XXXX that this was in regards to a credit card of mine and they gave me a number that matches one of my cards. I told them it was me speaking and they went off to tell me that there was a red flag on my account, a transaction for {$350.00} by XXXX XXXX if it was me that approved the transaction. I told them no so they said they were going to send me a text to the phone on file to verify my identity and stop this transaction. They sent me a text and I gave them the security code that was sent to me. This is a text I have seen from Wellsfargo before to identify my Identity. I will attach picture of how it came in through the same text log that wellsfargo has sent me before so i honestly thought this was Wellsfargo. I logged in to my wellsfargo app and noted there was a wire transfer for {$13000.00}. I immediately asked them about it and they said there were sending me another text to stop online banking so they this fraud transactions would stop. They sent me text and I read the code back to them then they told me I had to press certain numbers on my phone so that they could activate the alerts on my phone. I had to dial XXXX. Then I noticed there was another wire transfer for {$9100.00}. At this point I got very nervous and I did let them know I was not comfortable with the situation that I suspected something didn't seem right and they said there were cancelling my card associated with these transactions and that they would give me a tracking number for me to stay on the phone. I hung up an called wellsfargo myself. When I hung up i got text messages supposedly from WellsFargo asking them to call back at XXXX that fraud representative was trying to reach me. Once I called WellsFargo myself I asked if they had called me and they asked me what number was i called from and I gave them the number and i will attach a photo of the caller ID where the call came from and phone number the Wellsfargo rep even stated yes that is our number. But then she looked in my account and told me they had not called and that there were not red flags she could see or fraud stops, then this Rep also sent me a text to to my phone that came under the same text history as the hacker had just done, this text was so that I would allow her to make changes in my account. Wellsfargo now shut down my accounts and online activity and filed a real claim. So I personally nor physically did not send money to anyone. However this money was transferred out of my account. So for the purpose of the report I will say that money was sent/paid out but it was not done on purpose by me. Also 2 days later I realized my phone was not ringing since I got off the phone with the scammer. I spoke to a XXXX associate and they asked what I had pressed with the scammer and they told me my phone calls had most likely been forwarded to the number I pressed. They helped me to unforward my phone calls. The bank is telling me they won't help me unless law enforcement investigates. They have even closed my case in less than 48hrs. 
The name of the person the wire transfers were done was XXXX XXXX to a XXXX XXXX. Acct # : XXXX Routing # : XXXX. 
{$13000.00} transaction has a XXXX  XXXX # XXXX {$9100.00} transaction has a XXXX XXXX # XXXX Agencies notified : WellsFargo Claim # : XXXX Reported XX/XX/2023 at XXXX ( ph : XXXX ) FTC Report # XXXX. Reported on Wed, XX/XX/2023, at XXXX PM ( via online ) XXXX XXXX Police Department Case # : XXXX, Reported on Thursday XX/XX/2023 ( ph : XXXX ) FBI XXXX XXXX Complaint Referral Form filed XX/XX/2023 at XXXX

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