Consumer complaint received 2020-07-27
Company: WELLS FARGO & COMPANY
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XXXX I had made a money transfer using XXXX app through my bank, Wells Fargo. I was purchasing a XXXX puppy from XXXX XXXX  supposedly out of Texas. There was numerous emails back and fourth with the breeder and I regarding the pup. He sent several pictures to me. After receiving pictures, he called me to let me know that his XXXX  passed away in CA, and that he needed to get there asap. So I sent the {$450.00} to XXXX. The money was received by the so called breeder, Breeder 's contract was sent to me to sign. Sent contract back to him. Did not send him final {$400.00}, told him it would be sent soon after pup was received. He was forceful. Sent me the proof that pup was at the courier and emailed me the shipping number. At this point I was becoming skeptical about this transaction. I then got an email from the company that was supposed to be the courier that would be delivering my puppy saying I had to pay them XXXX the final payment. Told them I would deal with XXXX. I sent them numerous emails because I started to feel like I was being scammed. Even had my Husband call and try to communicate with them. They told me I would have to send the rest of the funds by debit card only by XXXX XXXX. I knew then something was up. They told me that my puppy was being held at their facility until they received my XXXX. I refused to send the money and they said my puppy would be held there until they got the money so they were in on the scam as well. The next day, I was to be at the Airport to pick up the pup, and them send final payment. The Pup never showed up. I checked my Wells Fargo accounts, and noticed that my SAVINGS ACCOUNT WAS MISSING {$400.00}. I NEVER MADE ANY ONLINE TRANSACTION OUT OF MY SAVINGS ACCOUNT. Tried calling XXXX and no answer. At this point I immediately contact XXXX Wells Fargo and informed them that 1 ) I was a victim on Fraud, and 2 ) my saving account was hacked. I was told that WF would open a fraud claim and that it would take up to 10 days. Never heard from them until I called to get an update. I was also told that the reason my case was closed was because they stated that their IT dept said that I was the one who made the transaction from my IP address. NOT POSSIBLE. I reopened this case 2 more times, and they keep telling me the same thing over and over. Same IP address. Didn't happen. There are scores and scores of bad people out there that hack into another computer, online, and over mobile phones. I simply feel that my bank, WELLS FARGO should not support a company like XXXX, when they know what XXXX  's  policies are and if something happens the customer doesn't have any recourse through XXXX  or even my own bank. I have been a customer with Wells Fargo for over 12 years and for them to treat me this way is unacceptable.. I called them the minute I realized I had been scammed and they said there was nothing they could do for me and that I was just out the { {$450.00} } I paid for a puppy I never received, AND the {$400.00} FRADUANTLY taken out of my savings account. WHEN a customer STATES they DID NOT do a transaction, RESPECT them when they say they didn't.

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