Consumer complaint received 2021-12-23
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On Wednesday, XX/XX/XXXX, I received a text message from Wells Fargo regarding fraudulent activity regarding my XXXX account through the Wells Fargo banking app. The text message stated, Wells Fargo XXXX XXXX XXXX : XXXX Transaction ( {$2000.00} ) and to reply yes or no if it was authorized or not. I replied noand I instantly got a phone call from someone claiming to be from the Wells Fargo XXXX department. The caller ID said Wells Fargo Bank so I did not think twice about checking the phone number and answered the phone. Again, the guy on the other end of the phone claimed to be a representative of Wells Fargo and that he was here to help me with the fraudulent activity on my XXXX account. He told me to log into my XXXX account and go to XXXX, which I did. He then said that I had to send the money to myself in order to cancel out the unauthorized {$2000.00} transaction. The name the money was being sent to was my name and same with the phone number so I believed him and did as I was told, thinking he was someone from the banking team. After I sent the {$2000.00} to myself ( the money actually went out of my account and to him ), he had me send an additional {$1000.00} because the last {$1000.00} didnt go through. So a total of {$3000.00} was sent. As SOON as the last {$1000.00} was sent, that guy hung up the phone. I IMMEDIATELY checked my savings account and {$3000.00} was gone. I called XXXX customer service and explained what had happened to a representative but was placed on hold for almost an hour so I hung up and called the next morning. When I called the next morning, I explained what had happened to the team member assisting me and he was kind enough to file a fraud claim on my behalf and said to give them XXXX business days to get the situation resolved. I also included the phone number I first got the fraudulent text message alert from and the fake Wells Fargo number the scammer had called me from. After not hearing any updates or seeing the funds put back into my savings account, I contacted XXXX fraud department on XX/XX/2021 and the lady on the other end of the phone said that someone was still working on my claim and that they need to have a resolution by the XXXX business day ( XX/XX/XXXX ). I called for the final time on the XXXX business day after filing the fraud claim, XX/XX/XXXX, and I was told my claim was denied without getting any reason as to why. I am truly upset with Wells Fargo and am at a loss for words.. Someone claiming to be from their company tricked me into stealing my money but they cant do anything about it or provide ANY type of compensation?! I shouldve checked the phone number when I got the initial call from the scammer but I had no reason to think I was being scammed.. The fact that it is almost XXXX. This whole situation is XXXX breaking to me.

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