Consumer complaint received 2021-09-21
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I had a closing scheduled for a property she and her son were purchasing in South Carolina for on or aboutXX/XX/XXXX XXXX XXXX, 2021. Unfortunately, the law firm that was handling the closing for me and my son, XXXXXXXX XXXX XXXX XXXX, XX/XX/XXXX ( XXXX ), had a security breach shortly before this date. As a result, I began to get emails instructing me where to send purchase money for the closing from a scammer using an email account that was very convincingly impersonating the email account of the paralegal we had been working with at XXXX. Following the instructions in these fraudulent emails, I ended up authorizing a wire in the amount of {$24000.00} to the account number indicated therein on XX/XX/ 2021. The following day, as soon as I found out these emails had been faked and we had just wired the money to the wrong account number, I immediately contacted Wells Fargo and requested that a wire recall be sent. 

I also immediately reported this incident to the FBI, the FBIs XXXX XXXX, and the XXXX Police Department, and continued to communicate with the managers of both bank branches involved in the fraudulent transaction : XXXX XXXX, manager at Wells Fargo Bank, and XXXX XXXX, manager at XXXX XXXX. I provided all the documentation of the reports I had made to the police and to the FBI to both managers, as well as a copy of the actual email conversation that took place between us and the persons perpetrating the fraud through the impersonated email account. I was given assurance from both XXXX XXXX and XXXX XXXX ( both from XXXX XXXX  ), that the scammers bank account had been frozen, the money was still present in the account, and that we would be getting our money back. we expressed our gratitude and asked that they please contact me if they needed any additional information to help them in concluding their investigation. 
Subsequently, on or about XX/XX/2021, I had another phone conversation with XXXX XXXX, who again told me that I would be getting my money back either that same day ( XX/XX/XXXX ) or the following day ( XX/XX/XXXX ). He stated that they had been able to flag and freeze the scammers account because the account beneficiarys name was different from the actual name on the account. Me and my family were so relieved and grateful. I sent an email to XXXX XXXX following our conversation to confirm what was discussed ( also attached ). However, several days passed and I did not receive the money back as promised. 

I reached out multiple times to inquire about the status of the investigation and reversal of the wire. I spoke to XXXX XXXX again, but she informed me she could not reach the Wells Fargo investigator and implied that she was not able to do anything further. I did not believe MsXXXX XXXX was doing everything that was within her power to do. Therefore, I decided that I would try to make contact the Wells Fargo Fraud Investigation Department ( Fraud Department ) directly. I was finally able to reach the Wells Fargo Fraud Department, but when I did, I was shocked when they informed me they had not yet received any of the supporting documentation for this fraud claim investigation. I had submitted this documentation to Ms. XXXX at least ten ( 10 ) days earlier. The Fraud Department told me they would try to contact Ms. XXXX themselves to request she forward them all of the information. I spoke to the Fraud Department again shortly thereafter. They reported they had reached out to Ms. XXXX and requested she send them the documentation, but she had still not provided the same. 
I spoke to Mr. XXXX and Ms. XXXX XXXX again on XXXX XXXX, 2021. Now, in sharp contrast to their previous communications which promised me the account was frozen and I would be getting my money back, they now advised me, I have to go back to Wells Fargo for further help. I did not know what to think at this point, but I was understandably not happy with the back and forth both XXXX and Wells Fargo have engaged in with me at this point. I'm especially upset with MsXXXX XXXX apparent lack of initiative and failure to pass on important documentation that I had provided to her, which was intended to enable Wells Fargo to take whatever actions they could to stop my {$24000.00} from being lost. If the money is truly gone at this point, and Wells Fargo and/or its Fraud Department could have prevented this from happening if MsXXXX XXXX had promptly passed on the documentation I provided, to the investigator, It seems like both banks are treating me like a pendulum and not helping me. It seems like clear negligence of Wells Fargo employees and here is why I strongly believe that : 1. Wire transfer was done on XX/XX/XXXX. I requested a swift recall on XXXX but Wells Fargo failed to issue a recall until XX/XX/XXXX. 

2. The bank never asked for any documentation from me to send it to their fraud investigation team. 

3. I proactively sent an email to the branch manager Ms. XXXX XXXX few days later to forward my police report/FBI report/hackers emails and all the relevant information. 

4. 20 days later I heard from Wells Fargo Employee XXXX XXXX that Wells Fargo investigator never received the papers and he will email her to request these papers. 

5. Next day she reached out to me saying she never got them and I have to send it to her again which I did. 

6. 2 Days later when I reached the wire department, I was told they still do not have them. 

7. If the Wells Fargo investigator doesnt have my papers, they can not offer the papers to XXXX investigator. 

Obviously Wells Fargo dropped the ball in my case causing me to short {$24000.00} based on their negligence and poor work ethics. 
On the other hand XXXX and its management constantly assured me that I will get my money back and now are telling me to contact my bank as they can not talk to me.

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