Consumer complaint received 2023-12-07
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
We bank with Wells Fargo Bank since XXXX and on Friday XXXX XX/XX/XXXX, I received a call from the Well Fargo Fraud department phone number. They called me to confirm some questionable transactions with my account, we talked for over XXXX hours to discuss all the transactions. They asked me about atm transactions and XXXX transactions. I of course told them I didn't autheroize any of it. During the talk they did the normal confirmation its me, and they went back and forth on different transactions. After our talk, they told me my account access would be locked out due to the investigation and that if I used my card or accessed my account it would interfere with the investigation. They called again on Saturday XXXX to discuss more transactions and on Sunday during church, they called me over XXXX times, which I didnt answer because. After that, something felt wrong. I reset my account password to gain access to my account and found out that someone had depleted my checking and way to save account, totaling {$970000.00}. I called the Wells Fargo Department on the XXXX that evening, to tell them about it. They froze my account and started an investigation. They told me it would take 10 days. On Monday the XXXX, I called Wells Fargo to get any information or updates, I was met with someone who was short-tempered and wouldn't help. After 3 days, I called them back and spoke with someone who was more helpful. She helped me close the accounts where they couldn't take anymore. During our talk, she gave me access to my again and that's when I noticed the scammers had made cash advances out from my Well Fargo Credit card, totaling {$3500.00} with Fees. The first results came back from the investigation they said that I authorized it. I then called again to do another investigation. Once again the same results. I tried XXXX more time and found out the first XXXX fraud personnel didn't clearly state what happened. During the third try Well Fargo Fraud investigations, I spoke clearly and told them that in 72 hours the scammer spoof called me, and took {$13000.00} in 72hrs, No one from Wells Fargo contacted me and said anything, over $ XXXX of cash advances and they said nothing. No unusual activities call from Wells Fargo Fruad, nothing. Then after that, They determined it was me or someone that I gave access to, who took our money. I didnt take the money, but all I did was compile with who I thought was a Wells Fargo Fraud representative. They scammed me, by calling from the Wells Fargo Customer Service number a phone number that I was supposed to trust, phone spoofing, gaining access to my account, and taking our money. Even dealing with the correct people trying to get to the bottom of this, It was like XXXX, they asked the same questions like the scammers. I waited this long to ask for help because I truly thought Wells Fargo would see that I didnt do {$13000.00} of transactions in 3 days. Who in their right mind would do that?

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 monetary relief