Consumer complaint received 2023-05-05
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I received a phishing email from service XXXX  XXXX on XX/XX/XXXX saying invoice updated amount due {$390.00} to cancel or get a refund called number XXXX XXXX I called as I did not make any transaction but it was a scam. I was asked to download XXXX app to get my refund. Through that app they make me transfer money from my savings to checking but I did not notice. I was asked to check my bank account and I found a credit {$39000.00}. I was shocked, panicked and shaking. Through the app when you type {$390.00} the dot does not work and the amount will be {$39000.00}. On purpose the scammer will guide you during the refund process and asked to type {$390.00} After that incident they told me that I have refunded myself unduly and knowing that I am a honest person I will return the money. I was told to go to the bank and wire the difference {$38000.00} which I did. 
When I returned home I had a bad feeling that it was scam. I immediately called the bank to stop the wire. I was told that I have to go back to the bank to recall it. I drove back to the bank and the banker recalled the wire. The banker said he dont know when I will get refunded no timeframe no guarantee but the bank will contact the beneficiary bank. 
My bank is Wells Fargo and beneficiary bank is XXXX XXXX XXXX XXXX 
I have been going back and forth to WF to get my refund. Feedback from WF is that XXXX is not responding to any messages. As at today I still did not get my money back. I filed a complaint on XXXX website on XX/XX/XXXX and they replied on XX/XX/XXXX acknowledging that they have received my complaint. In short they said that they are an intermediate and the beneficiary account belongs to XXXX. In the same email XXXX responded too they mentioned that WF should contact XXXX directly via XXXX with a hold harmless letter. 
I went to WF XX/XX/XXXX and forwarded that letter to the banker but it looked like the letter is USELESS. Nothing change. 
I was out of country from XX/XX/XXXX - XX/XX/XXXX so no follow up to my case. 
When I came back I went to WF on XX/XX/XXXX and I officially received a reply from WF on XX/XX/XXXX where it says that WF has contacted Beneficiary bank on XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX but the beneficiary bank did not acknowledge to any messages. Please consider your claim as closed. So the letter that I received on XX/XX/XXXX from XXXX and that I forwarded XXXX times to the bankers ( each time I visit its a different banker ) is not of any concern to WF. 
As I did not get any help & support from WF I sent an email to XXXX but I received an automated reply saying -if I am a customer please use in-chat app -if I am not a customer please direct your case to your bank and request your bank to contact us. I am desperate WF has closed my claim who should I see to get help. I also filed a complaint on FBI internet crime complaint center and FTC. After filing FTC I found out that I can also file a complaint on consumer finance.gov. So I just filed my complaint. 
Looking forward to hearing from you

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