Consumer complaint received 2022-01-19
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/21 I was contacted by Wells Fargo Fraud department via text about suspicious activity on my account. Given it was just past XXXX I thought maybe one of the retail stores I visited that possibly my card/account info was stolen. As this scenario has happened in the past but was swiftly resolved by closing the card and issuing a new one via my bank. In the midst of this thought process and starting to look into this on my end, I then received a call directly from Wells Fargo online customer service number XXXX. The agent went through a typical speil that I would typically hear from Wells Fargo. After a few minutes, I did hang up and call Wells Fargo number directly XXXX and waited going through the initial system as usual and ended up getting the same person that originally called me and at that time I assumed I was dealing directly with Wells Fargo. They told me there was suspicious activity on my account and they are working to resolve it. In this process I was manipulated into providing a code that I was told was a verification code ( now knowing it was not ). This allowed the scammers access to send an unauthorized fraudulent amount of {$1000.00} using zelle from my account to the scammer 's XXXX XXXX XXXXXXXX account. They made it look like the payment was sent to myself and told me I should see a credit. When I logged in I only saw a debit and they said they were going to re-do it again at the same time I received an email with a different Wells Fargo number XXXX showing the XXXX transaction and if it was not made by me to call the number. At this time this didn't feel right so I changed my password on my account and I hung up the call. I called the number immediately after this happened. After speaking with a rep at Wells Fargo they indicated that I was initially dealing with someone not with Wells Fargo but a scammer and they would submit a claim. Claim number XXXX. Under this immediate distress call, I was trying to explain what happened not knowing at the time really what happened and hoping to find support from my bank and to have them contact XXXX XXXX XXXXXXXX to look into the account the funds were fraudulently sent to, to hopefully freeze or hold the account to investigate the account owner. The person did look at my account to ensure my password was changed and they re-adjusted the XXXX settings back to my account. I was told it takes about 10 days for the claims process and someone in the department would contact me to discuss the details. I called Wells Fargo 3 days later to follow up. I was told the claim has been submitted and they are in the process of reviewing and takes about 10 days and someone will be contacting me to discuss details. After not receiving a call on day 10 I called Wells Fargo and a rep told me that the claim was closed. I disagreed with this action and asked for it to be re-opened and re-considered and that someone that was working on my claim contact me as I was told they would discuss details of what happened. They said they couldn't re-submit the claim as it would just automatically be denied. I was then assigned a customer relations claim number ( XXXX ) and assigned to someone to help me further and told I would be contacted within 2-3 days. After not being contacted I stopped in at my local branch to speak with the banking manager. She looked into this issue and contacted the new claim person/department. She was told they were actively looking into it and I would receive a call within 24 hours. I did receive a call from my now appointed customer relations rep to only be told they couldn't do anything and to contact the initial fraud department with my original claim number. They transferred me over to this department only to be hung up on by the system. To this day XXXX, I never received a call from the fraud department that was assigned to my claim to discuss this case. In my exuberant amount of hours of dealing with this, I have been passed off to Wells Fargo reps who have been nice but have no authority to help in the situation. Not only was I a victim of fraud I now feel like a victim to Wells Fargo and exhausted with this situation. This is not how long time clients or any clients should be treated. Looking into this matter to understand what happened so it doesn't happen to me again or anyone I know I now understand that this specific situation is covered under regulation E per the CFPB Docket No. XXXX and funds should be restored which is the resolution I am seeking. Thank you

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