Consumer complaint received 2021-11-12
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2021. I received a phone call from what I thought was Wells Fargo. The caller Id on my phone said Wells Fargo. It was the same number that is on the back of my debit card. The caller stated he was from the fraud department at Wells Fargo. He said we were on a recorded line. He then stated someone was trying to add themselves to my XXXX account. He said Im going to send you a code plz repeat the code back to me.He said it was to verify I was who I said I was. I asked him, how could someone get into my account to add themselves. He said if you use public WiFi its possible. He gave me the persons name who was trying to access my account. XXXX XXXX. He said they were also trying to set up wire service to a bank account with XXXX XXXX Bank. Then he stated you need to change your password every so often. He said Im going to send you authorization to do so. Ever time he said Im sending you something it came through so I thought he was with Wells Fargo. Who else could send you codes. Every code came from from the Wells Fargo link. Why would I think it wasnt them. He also stated your going to get delayed emails and text from the automated system. You can ignore those because we are already in the process of stopping in further this transactions. He sent me a total of 3 codes. By doing this he was able to change my password, add someone to my XXXX account, and add wire service to my account and authorize {$5500.00}. To be wired to the account he claimed someone else was doing. After so long the call dropped and I got another call from Wells Fargo. It was a lady asking me about a wire transfer authorization for {$450.00}. I told her I just spoke with someone from Wells Fargo. She said yes, I see you just authorized a wire transfer for {$5500.00}. I said no maam I did not. She said you need to go to the bank immediately. So I did. When I got there I spoke with a banker. She was able to pull up my account info and shoe said she saw the transaction pending, bit couldnt stop it. She called the fraud department from the bank and they said the same thing. unfortunately wire transfers done online cant be stopped.The banker advised me to close my account and open a new one. They started an investigation. I have followed up with Wells Fargo about returning my funds and Ive been told my claim was denied. Then they reopened it to do further investigation and as of today Friday, XXXX XXXX. XXXX still waiting to hear from Wells Fargo. Ive been with Wells Fargo for 17 years and Ive never had any problems like this. They never even offered me any kind of Provisional Credit or any kind of extra assistance. Ive spoken to several people in the ACH department and no one seems to that Ive been a loyal customer for 17 years. I filed a police report with the XXXX XXXX XXXX police department. I have also filed complaints with several other governments departments. Thank you for your time.

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 monetary relief