Consumer complaint received 2022-11-02
Company: WELLS FARGO & COMPANY
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
XX/XX/XXXX I was told by Wells Fargo that I am a victim of a cyber spoofing scam. Wells Fargo told me, someone using my username and password was able to access funds from my Wells Fargo credit card account, transfer funds into my checking account and then wire those funds to another bank account. 
XX/XX/XXXX date of the cyber attack, I received a call from XXXX XXXX, a man explained he was an agent of Wells Fargo and XXXX XXXX report suspicious activity with my checking account. XXXX, the agent I was working with said he needed to send a six digit code to me to verify my identity. He explained I needed to repeat it back to him, which I did. Not at any time did I give my username or password. I logged into my account using my laptop to investigate. Thats when I became aware {$11000.00} had been withdrawn from my Wells Fargo credit card and the transferred into my checking account and then {$11000.00} was wire transferred to a XXXX XXXX XXXX XXXX account. I wasnt aware by giving the initial six digit code this agentwould be able to enroll me in wire transfers, add a recipient, withdraw the funds from my credit card, deposit those funds into our joint checking account, only to have those funds wired to another bank. The agent gave me a claim number for the fraud and advised me they would be calling me back within 24 hours to update me on the claim. He suggested I would then order new cards and go to our bank to close the hacked account. 
XX/XX/XXXX I had not heard back from the agent so I called Wells Fargo to confirm the claim number and they couldnt verify the number. I proceeded to explain my situation to the claims agent and he issued two claims one for the wire and one for the transfer of funds from my credit card. Every claim takes 10 days to investigate. 
I have been diligent about contacting Wells Fargo claims, stressing I didnt enroll in wire transfers! Here are dates of contact XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 
On XX/XX/XXXX my husband and I went to our local Wells Fargo Bank closed our checking and opened a new one. 

On XX/XX/XXXX I filed a police report XXXX XXXX XXXX XXXX case # XXXX. 

We received a letter in the mail on XX/XX/XXXX from Wells Fargo saying the claim was denied and the case was closed. I allergy our local bank and tried 3 times to get an appointment but the local manager was short handed and could not meet with us. A Wells Fargo manager called me and set up an appointment for XX/XX/XXXX to discuss my case. The morning of our appointment, someone had hacked our brand new checking account and made two fraudulent charges. We had to close the new account and open another new account. The Wells Fargo manager called the claims department while we were at the bank and had a new agent reopen the case. The Wells Fargo manager gave us a new claim number and told us we should hear back within 10 days. Ive filed three claims of fraud with Wells Fargo but they are firm on the wire transfer agreement. It states whether or not we authorized the transaction we are responsible. They said someone else used our username and password and we are liable for the wire. 
Ive asked what code, username and password were given on XX/XX/XXXX and no one at Wells Fargo claims could tell me that information. Not one time did any of Wells Fargos agents call and ask me any questions about this investigation. All of their findings are based on the wire policy agreement ( even though Ive denied signing up ) and the use of my username and password. 
I have a log of correspondences between Wells Fargo XXXX and myself. 
XX/XX/XXXX I received a secured email from Wells Fargo referencing claim # XXXX. It states in the claim there was evidence of fraud with my credit card but not with the wire transfer. When the claims department tried to get the funds back from the recipients bank they were gone. 

XX/XX/XXXX received a phone call from XXXX XXXX, an executive with Wells Fargo, stating their findings havent changed. Wells Fargo denied my claim because my username, password and a code was given to authorize the wire transfer. I only gave one code, the same type of code every real Wells Fargo agent asks for, never did I give anyone my usernames or passwords. 

XX/XX/XXXX I filed an FBI, Internet Crime complaint with XXXX I will continue to fight this illegal, fraudulent wire. 

I have shut off all my credit cards with Wells Fargo.

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