Consumer complaint received 2023-04-18
Company: WELLS FARGO & COMPANY
State: SC
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
The afternoon of XXXX XXXX I was on my computer getting ready to check my work schedule. XXXX contact support message came up. It said they had locked my computer for protection and I needed to contact them. I contacted them at XXXX XXXX on the XXXX. The employee name that he gave me was XXXX XXXX employee number XXXX. I was on the phone with him for over an hour and a half, he tried to help me fix my computer. First he had me trying to hit R and ctrl at the same time to unlock it. When what he was doing didnt work he told me I would have to try to fix it from another device. He had me download the app XXXX XXXX. He said that would allow us to fix my computer from my phone, or at least figure out where the virus came from. The address for the XXXX XXXX was XXXX, he had me also look at my IP address so that way he could help me get into my computer. He helped me go through my phone and check all the security settings. We got an XXXX XXXX verification code. He told me not to tell anybody, not even him. We went through my emails trying to figure out where the virus could've come from. I found two emails from XXXX warning me about XXXX, XXXX on XX/XX/XXXX and XXXX. He also told me that theres something wrong with my XXXX deposits in my bank. After that he told me he was going to continue to work on my computer but I need to to get in touch with my bank to make sure my money was safe, he said that he would connect me which he did. 
My phone was connected and the regular, Wells Fargo introduction played. I followed all the prompts that I always have when I called Wells Fargo. I asked the Fraud department. The Wells Fargo employee that came on stated I was speaking with XXXX XXXX. XXXX asked the reason for my call and what was going on. After explaining to him, he said he would have to verify this XXXX employee which he put me on hold and did. When he came back on he said he would call me back from a secure number a few minutes later my phone rang. It said WELLS FARGO with the phone number appearing on the back of my card ( XXXX ), and he had told me that they did find two transactions. He knew my account numbers and the balances in each account, ( who would have the information except my bank ). They stopped one transaction that was from XXXX for XXXX because there was not enough money in my account, he said but they did approve an {$8200.00} purchase from XXXX. A lady had called the day before at XXXXXXXX XXXX and had all my contact information, my social security number, address, birthday, phone number and the Wells Fargo employee approved the purchase. I asked if there was anything that we could do to stop it and save my money. I was crying at this time, freaking out. Told him that was all the money I had to support my kids and myself for the rest of the year. The bank said it was too late because I had already been approved, but he would try and see what we could do. He put me on hold so he could contact the XXXX XXXX and XXXXXXXX XXXX 
When he came back on the phone he said there was something that they could do to help me. They could put my money in a safe deposit account while the bank investigated the XXXX transaction, but they would have to prove to XXXX that the money had already been spent so that way they could reject the purchase, He told me that I had to go down to the bank and get my money out of my savings and that way I could put it in the deposit account and get a receipt. Then they would be able to prove to the XXXX bank that the money was not there. I really got so scared, crying to him about being a single mom with XXXX kids. I needed that money to support them. He told me to breathe and calm down. He said this is your bank, I'm here to help you but can not unless you calm down. He told me to not trust anyone, at this point not sure how the person that was using my Identity got the information. That my phone lines were probably not safe and I had to be extremely careful with moving the money. He also said how he hoped that he was really speaking with the real XXXX XXXX. I asked if setting the account up would take long due to my kids having the last soccer game of the season, which he also talked to me about later on to calm me back down when I was freaking out scared. 
He told me to go to the bank and pull out the amount of the purchase XXXX. I asked if I should just pull out the total of my savings which was XXXX he said no just need the amount of purchase that is being disputed. He said to keep him on the line while in the bank for safety reasons to just put in my purse. I requested the withdrawal from the teller, she never asked me what I needed the money for and allowed me to pull it all out at once. After I got the money like the Wells Fargo employee told me to. He gave me two addresses to figure out which one was closer to set up the safe account. XXXX XXXX XXXX or XXXX XXXX XXXX XXXX XXXX XXXX XXXX up going to the XXXX XXXX XXXX XXXX, it was located in a XXXX XXXX  station. He told me to breathe and be careful driving, everything was going to be okay. He said he was going to put me on hold while contacting the Investigators with the XXXX XXXX so they could send me a link to set up the safe deposit account while they worked on disputing the transaction with XXXX. 
Once I got to the location he did send me a link/Qr code, and told me that it would be on the right hand side when I walked in the store. He knew the location of the machine. I used the link then I set up my own account using my own ID and my own social security number, so I thought it was my own account. He said for my safety to wait in my car until it was verified. After I put my money in it to the safe account that was set up. I was so scared at one point while putting in the money some guy came in and threw a black backpack beside me. Also I thought I heard someone say she's at XXXX when I was putting money in the safety deposit account. One of the XXXX Dollar bills would not go into the machine, had the employee try to exchange it and she could not. He said he would contact investigators to let them know why XXXX short once done. He told me once we got the receipt thats what we could use to prove to XXXX that the money was not in my account and that he would be back in contact with me within an hour. Once all the processing had been started and that my money should be back in my account in 24 hours. 
I was trying to make it to the end of my kids soccer games and I had called my boyfriend freaking out and he said, what did you do? At that point I realized what a mistake I had made. I contacted the XXXX company. They said that it had already been completed. My money was gone. Contacted Wells Fargo again, asked them to freeze my accounts, and had credit people freeze my accounts. I put in a claim with Wells Fargo and after I called the cops. XXXX XXXX XXXX from XXXX XXXX Police came to my house and took a report. He told me also to fill out an XXXX report which I did. 
I dealt with Wells Fargo many times over the next few days, shaking and crying every time I called the same number and followed the same prompts I did the night all my money got stolen. It is so hard to trust them now. 
On XX/XX/XXXX I went down to Wells Fargo to unfreeze just my check to pay my mortgage. When the lady at Wells Fargo checked she said they never freezed all my accounts, just the savings that the withdrawal was made out of. I said that account is empty. Why would I be worried about them stealing from that account? I was so upset they just left all my accounts that had money in them open so the scammers could steal the rest of my money after I had called them on XX/XX/XXXX to have everything frozen. They even disabled my online banking option. I did get all the accounts frozen in the end except my Checking. 
Wells Fargo said they denied my claim, I asked if they could look at it again, I did as the bank instructed me to and I lost all my money. I trusted them. I have had an account with them since XXXX. He sent my claim to the XXXX Office Case Specialist. XXXX XXXX was the employee assigned my case. Case number XXXX. He took a statement from me and said would contact me with any other needs. On Tuesday XX/XX/XXXX, I received a secure message from Wells Fargo. I called XXXX XXXX to verify it was them. I freak out with any emails. He verified I and discussed the claim with me. He was awful. He even chuckled at me saying I'm not going around in circles with you, no one stole your money, you were scammed and gave it away. I said no they stole it, I thought I was doing what my bank told me to do to save my money. He chuckled at me at least one more time saying sorry but it was my fault. 
I called the advocacy dept but they said nothing else to help me with. So I researched the Attorney General 's office. I spoke with XXXX XXXX who told me who else to reach out to. I have to keep trying. That was all my savings for my family. 
Thank you for any help you can provide

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