Consumer complaint received 2022-02-01
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2022 At approximately XXXX pm I get a call from ( XXXX ) XXXX which caller I.D . says Wells Fargo. The voice on the other line was a man who identified himself as Wells Fargo Fraud dept. He informed me that they flagged someone trying to send money from my account to another account using XXXX in the amount of {$3500.00}. In order to put funds back into your account you must login to your online banking and add myself to my XXXX account and wire the money to a XXXX XXXX. He explained that this will be the person handling my claim. Next he says I would receive a text from Wells Fargo a six digit code in which he will need to verify and authorize the transfer. He gave me the XXXX number to call if I hadn't heard from XXXX XXXX in a couple of days. This process went very fast because at XXXX pm I called the Wells Fargo Fraud Department and told them what just happened and the agent said I had just been scammed. 

He filed a claim, closed my old account, assigned me a new one and said since money left my account I should get that back. He said it would be about 5 to 10 working days for them to resolve this issue. 
XX/XX/XXXX at XXXX I call Fraud Dept . and was put on hold for 46 min. and got frustrated and hung up! 
XX/XX/XXXX at XXXX pm I call fraud dept. asked this agent about my claim, she transfer me to another dept. and in the process I get disconnected! 
XX/XX/XXXX at XXXX to XXXX I call 9 different times because the wait was 30 minutes or more, I never spoke to anyone. People have things to do from day to day like work and take care of their families! 
XX/XX/XXXX starting at XXXX am I was left on hold for 21 minutes, XXXX am left on hold for 29 minutes, XXXX pm called twice and hung up when I find out the wait will be an excessive 30 min., XXXX pm on hold for 6 min. hung up the wait was another 30 min. 
XXXX XXXX at XXXX am waited 38 min. hung up, XXXX pm on hold for 14 min. hung up, XXXX pm waited 2 min. hung up the wait was 30 min. 

XX/XX/XXXX at XXXX am left on hold for 45 min. hung up, XXXX am on hold for 18 min, hung up, XX/XX/XXXX28 on hold for 7 min. hung up, XX/XX/XXXX at XXXX pm on hold 2 min. hung up, XXXX am on hold 2 min. hung up, XXXX am Finally spoke to an agent he says the claim has been closed by the fraud dept. because they do not see it as fraud so they sent the case to another dept. and proceeds to tell me to call back again when someone that handles this type of case is working. He tells me the times to call between XXXX am to XXXX am Eastern time. I am beside myself with the lack of communication and the fact that I have to spend most of my days calling about my case. 

I check my mail at around XXXX am and find several letters from Wells Fargo dated for the XXXX and XXXX. The final letter states that the case has been closed in the online fraud dept. because they find that there was no fraud and they will send it to another dept. to investigate and that they would like to return my money but it is not guaranteed. If I have any questions please call ( XXXX ) XXXX so I call this person right of way and she gives me the fraud number to call which is the number I've been calling all along!!! This was the last straw I will look for legal help, close my accounts and go to a bank that has their priorities in order!

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