Consumer complaint received 2022-02-03
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, around XXXX XXXX I received a call from the " Fraud Department at Wells Fargo '' claiming that there was suspicious activity on my account at two pharmacies ' " unknown location ''. He stated an amount of {$140.00} was denied at XXXX and {$170.00} at a XXXX. He went on asking if I was aware of the situation and I responded no. So he said he would be creating a claim for those disputes. Somehow, he already had all my information because he knew my full name, and card information. He wanted me to confirm the basic information to move on with the claim. 
I attend a XXXX  church and my Pastor is XXXX. Every 2 weeks, I send {$100.00} through XXXX because that's my tithe. He always receives the money instantly with no problem. That night the scammer asked me to confirm if I knew XXXX. I did explain to him I did know him and the reason why I send him money. After confirming my relationship with him, an amount of {$1000.00} was sent to my pastor, without my authorization. It was the scammer on my account without me noticing it. He sent the money! Keep in mind I was just confirming that I knew him. While on the phone with the scammer, I told him that amount was sent to him, and he said, " Yes, I see that. It seems that they have your card information and I'll be making another claim for that. At this time, I will be blocking your mobile account and cards. '' Before hanging up I asked him how long will the claim take to be complicated, so Wells Fargo can return my money. He said, " Usually it will take some time and you will be received an email in 5 days with all my notation. '' which I never received. All the scammer gave me was a case number. 
When they send the {$1000.00}, my pastor called me quickly stating, " Son, did you send me money? I received a text message saying that you are wanting to send me money and in order for me to retrieve it I have to create a XXXX account. '' Obviously, he didn't create anything because he already has a XXXX account and I sent him money with no problem before. The problem here is that my pastor NEVER received the {$1000.00} dollars and that money is not in my account. 
On XX/XX/XXXX, I started noticing more purchases on my card, I was getting emails, this time from the real Wells Fargo. I tried logging in and was unable to. So, I called Wells Fargo and explain what was happen and they told me it was a Scammer. They end up making real claims about the {$1000.00}, and the other amount they took out. It took a while for them to return the small amount back to my card which was about {$30.00}. You can straight see it wasn't me sending money, especially at XXXX XXXX. I would not send big amount on XXXX either. 
On XX/XX/XXXX, Wells Fargo sent me a letter stating the case was close because it was either me who send the money or someone who had my permission to perform the transaction. I told them it was the SCAMMER and I never authorized anyone to send money. I called them today XX/XX/XXXX, and the response I got was, " Our case is concluded. ''

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