Consumer complaint received 2021-08-09
Company: WELLS FARGO & COMPANY
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
This is in reference to Wells Fargo : On XXXX XXXX I purchased for {$850.00} what was suppose to be and engine ; paid for through Wells Fargo 's app using XXXX. XXXX ; the representative ; phone number XXXX ; calls back on XX/XX/21 and stated that the engine had no compression, thus they needed to refund me back. He sent me to his " refund dept ''. They took 2 hours to /supposedly refund my money back, but turns out ; they were using the XXXX app to obtain another {$850.00} and {$970.00}. 

I caught the last two transaction BEFORE they were complete and called Wells Fargo to tell them to stop the transactions they were a scam. Wells told me they could not due to the money was going through XXXX. Wells Fargo told me to file a fraud case and I did for all of these transactions. I was then told that Wells couldn't promise that i could recover my money ; all the while they were packing on overdraft payments left and right!!! 

I then called my local Wells Fargo. I explained to them how their representatives were so rude and how they told me I probably would not get my money back. They filed a complaint to their complaint department due to the disrespect I incurred from various Wells Fargo representatives as well as for the way the fraud case was being handled. 
After waiting almost 2 weeks ; I then contacted the " complaint Dept '' and was told via XXXX, one attorney that basically I was screwed ... They would not/ could not get my money back. She stated that it was evident that I was scammed but they could not recover my money. However, she gave me a number to XXXX. I reached out to XXXX ; the rep from XXXX informed me that they usually don't work with customers of the Banks ... But then she went on to say Wells filed the case improperly, it should have been filed as scam transactions. 
I then called the complaint line back and asked to speak with XXXX 's supervisor, and spoke with XXXX. I explained to him how rude XXXX was and what the XXXX representative stated. He reopened the case and instructed them to file it as a scam case. 
I spoke with XXXX, another of Wells Fargo lawyer ; today, she told me that they tried to get the money back from the bank that the money was sent to and that bank refused the refund. I asked if she filed it through XXXX as the scam case ; she stated that I would need to reach out to XXXX. I explained to her that the last time the XXXX Representative told me that Wells Fargo should be the ones reaching out to them. 
I, However, did try to call XXXX, multiple times today, XXXX is unreachable. 

Wells Fargo has within their app, and advertises to send money using XXXX, assessable vie the Wells Fargo app. However, after using the way they suggest to send money the first time to buy the engine and then loosing more money they declare that they are not responsible for returning my money back. 
Wells Fargo is misrepresenting this app to customers and refuses to stand behind the transactions using the app that they suggest AND have attached to their app. As a matter of fact, i thought XXXX was apart of Wells Fargo, at least that's the way it is presented. Only, now when there is a problem do they say basically " it's not our problem ''.

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