Consumer complaint received 2022-08-11
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I've submitted a complaint to XXXX  XXXX XXXX to amend the situation and received the letter of explanation that " On XX/XX/2021, after receiving your fraud statement, XXXX XXXX  XXXX made a recall request to the beneficiary bank Wells Fargo to return the funds. On XX/XX/2021, as a courtesy, a second recall request was made to Wells Fargo as they never responded to the initial request to return the funds. '' -- -- " On XX/XX/2021, claim number XXXX was denied, as we made multiple attempts to recover the funds and we have not received a response from the beneficiary bank Wells Fargo XXXX XXXX I am submitting a complaint that Wells Fargo did not cooperate and just ignored their responsibility. Below is 1 ) what I originally submitted to XXXX  XXXX XXXX, explaining about my Fraud/Scam and second portion is XXXX ) what I received from XXXX XXXX XXXXXXXX as a response. 

1 ) My letter to XXXX XXXXXXXX XXXX I was threatened by a scammer who impersonate themselves as police and investigator. They threatened my bank account is being used for this highly vicious scam work and looking to arrest me for a fraud activity. They said they need me to proove that Im not associated with this. They threatened me to cooperate and went through all this interviews, they assigned a lawyer for me, they started three people call to investigate whether Im involved or not. After that, they said Im clear and need my cooperation. They went though all action items I must take and one of them was to put/wire my money to safe place. However, this police activity is being investigated under high confidential unit, I can not reveal this situation to anyone even with my family and they advice me to transfer money to an account information they shared which belongs to governement ( hence safe ). I went to XXXX XXXX XXXX and followed their instruction and sent them. I realized it was all scam after 3 hours or so and called XXXX XXXX  XXXX. Ive filled out and signed both document they provided to proceed the fraud claim. I also went to police next day to file the case. They said investigation will take about 70days and came back they couldnt resolve it. Im also attaching document I signed for XXXX XXXX  XXXX ( scame victim acknowledgement, fraud statement of claimant, and supporting material during I was on a call with scammer to visually present how they appeared on my phone and what kinds of documentation they sent me. XXXX XXXXXXXX XXXX Case Number : Fraud claims XXXX Scammed on XX/XX/2021 Filled XX/XX/2021 Investigated started : XX/XX/2021 Total amount of money scammed : {$26000.00} 1. Scam Victim Acknowledgement Signed 2. Fraud Statement of Claimant Filled out Signed Also includes : Detailed explanation of circumstance & Police Report & Receipt of wire transfer 3. Supporting Materials for claim Additional supporting material to backup my circumstance. 

2 ) XXXX XXXX XXXX XXXX Response. 
On XX/XX/2021, a wire transfer in the amount of {$26000.00} was debited from the deposit account ending in XXXX and sent to the beneficiary XXXX XXXX. On the same business day, a {$30.00} wire transfer fee was assessed. Please refer to the Personal Schedule of Fees brochure for details regarding our fee policies and pricing, available to all clients on our website at XXXX On XX/XX/2021, you contacted XXXX XXXX XXXXXXXX to dispute the above referenced wire transfer as you informed our claims department you were a victim of a scam. As a result, claim number XXXX was opened on your behalf in effort to recover the funds on your behalf. On XX/XX/2021, after receiving your fraud statement, XXXX XXXXXXXX XXXX made a recall request to the beneficiary bank Wells Fargo to return the funds. On XX/XX/2021, as a courtesy, a second recall request was made to Wells Fargo as they never responded to the initial request to return the funds. Wire transfers are considered guaranteed funds. Once a wire has been sent and the initiator attempts to recall it, the approval of the recipient is required to have the wired funds returned. Without this approval, a recall can not be completed. Our Deposit Agreement and Disclosures publication ( the Agreement ), which forms part of the contract between our clients and the bank, states that clients may not amend or cancel a payment order after we receive it. If you ask us to do this, we may make a reasonable effort to act on your request. However, we are not liable to you if, for any reason, a payment order is not amended or canceled. Please refer to the section titled Amending or Canceling Payment Orders for further information. The Agreement is available to all clients on our website at bankofamerica.com/deposits/resources/deposit-agreements.go. On XX/XX/2021, claim number XXXX was denied, as we made multiple attempts to recover the funds and we have not received a response from the beneficiary bank Wells Fargo XXXX After reviewing the circumstances of the wire, we have concluded that XXXX XXXX XXXXXXXX handled the wire in accordance with the law that governs payment orders by crediting the account bearing number that we were directed to credit. In order to debit the funds from an account that was not deposited in error by the bank, we must receive a debit authorization from that account owner. While we are sensitive to the effect this matter has had on you, our review has not identified any bank error in the handling of the wire transfer. As a result, XXXX XXXX XXXXXXXX respectfully declines your request to return the funds in the amount of {$26000.00}. We regret learning that you may have been the victim of a scam. Although no one expects to be victimized, it is important for consumers to be aware of the circumstances under which they transact business. We recommend that you file a police report if you have not already done so. We encourage you to continue to work with law enforcement to recover any losses from the transaction. XXXX XXXX XXXXXXXX will fully cooperate with any law enforcement agency if we are contacted about a fraud investigation. XXXX XXXX, thank you for sharing the details of your experience. We regret any inconvenience you may have encountered as a result of this matter and apologize for any service provided that did not meet your expectations.

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