Consumer complaint received 2018-03-16
Company: WELLS FARGO & COMPANY
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/18 I was involved in on online fraud scam with individuals who said they were from XXXX. I was informed that my computer was hacked into and was being used for setting up accounts in child XXXX, and that i would need to purchase software to get the hackers out of my computer. They told me that it would be free of charge to me and that they were transferring XXXX dollars into my account for me to buy a best buy gift card to purchase the software. They said it needed to be a gift card because they did not want me to enter my information into my computer since is was " hacked. '' I looked in my account and saw the XXXX dollars extra in my account. I never gave them any of my account information but they were on my computer by remote access so this is how i am assuming they got my information. I saw that everything else in my account looked normal. I did not want this money that was not mine in my account so i bought the gift card. I gave them the numbers to the gift card and after them " installing '' the software they said it was not going to work and that they needed some stronger software and then XXXX dollars appeared in my account for the next software. They were transferring money into my account without me getting a chance to say no. I did not want this extra money in my account as I saw that would be stealing from them. All of my accounts still looked normal at the time. So I purchased the XXXX on my credit card and was going to transfer the money in my account over to pay for the transaction. I gave them the numbers of the gift cards for the total amount of XXXX. 

This is when I had a gut feeling that something was wrong and called the real XXXX and found out that I was involved in scam and had to get them out of my computer right away. I then went into the Well Fargo   Branch to file a claim on fraud activity in my accounts. The banker could see that there were the two transfers for a total of XXXX dollars but we could not see where they were coming from as they were still pending. It was not until two days later ( XX/XX/18 ) that I found out that they transferred money from my own credit card as a cash advance to make me believe it was money from somewhere else. I went back into the branch on XX/XX/18 and talked with a banker who put me through to the credit card fraud department they refuse to help me because I was the one who bought the gift cards. I understand that I bought the cards but I bought them thinking that it was not my money in my account. Because the credit cards transactions are not posted right away there was absolutely no way for me to know that the money was mine. Wells Fargo has protections against fraud activity and say they will help out their customers if there is fraud activity in their account as online or credit card. 

The online department acknowledged that the transfers were fraud and not made by me but the credit card company still refuses to refund any of the amount because i was the one who made the transaction. These transactions I never would have made if I could have seen at the time, that the money was from my own credit card. When checking my account online the money transfer were only coded as " transfer '' and I could not see where the transfer was from until two days later.

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