Consumer complaint received 2021-07-09
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I would like to claim negligence by XXXX. They should protect me as their client ; however, they failed to protect me and fail to investigate the claim. They did not live up the expectation that such big company is expected to give to their client. 
On XX/XX/2021, I was victim of voice phishing. The scammer had spoofed XXXX XXXX  number and I was scammed for {$2000.00}, by XXXX. Right after I realize that was scammed, I called XXXX and was put in hold for more than an hour, so I had no other choice than going to the local XXXX XXXX to explain my situation. They put hold on my account, and I was told to wait that they will investigate my claim. They also told me that I need to go to Wells Fargo bank and to talk to them because the recipient is an account holder at Wells Fargo. I knew this because the person at my local XXXX XXXX  was able to me track the recipient and found a Wells Fargo account as well as the last 4 digits of the account number, also I received multiple emails saying to confirm my account to receive money. We went to Wells Fargo and after checking my info in their databases they concluded the person who scammed me was using my name and email but after checking my socials I did not have any accounts with them, they gave us a phone number to call fraud department. We called and they told us to wait for XXXX XXXX, that they will communicate with each other to investigate the case. I told Wells Fargo that I am certain that the money was transferred to Wells Fargo bank account, because they used my email to open a new account at Wells Fargo. They fraudulently opened an account at Wells Fargo to steal money from me. Thus, Wells Fargo Bank also must be responsible for this claim. 

The next following morning not even after a full 24 hours in the morning, I had received a statement from XXXX through my XXXX mobile app stating that under my authorization and agreement that they will not be taking any action and the inquiry was now closed. This especially confused me since I have never discussed not taking any action and have agreed to close the inquiry. I was assured over the phone by XXXX XXXX  that they would work hand in hand with Wells Fargo and update me on any finds regarding my claim, but I received no updates, no resolutions, just a statement stating that the inquiry was now closed, and they will not be taking any action. I even called after receiving the statement and was put on hold for more than 2 hours and called back the following day, and the lady I was speaking with could not explain in her own words what the resolution was and why my inquiry had been cut short without any investigation. Just repeating the same thing over and over again and I was not satisfied with the answers. It seemed to me that they just wanted to cancel my claim without any right of fair investigation. 

XXXX CLAIM # 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