Consumer complaint received 2022-01-28
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
On XXXX I received a fraudulent text message from Wells Fargo asking if I had authorized a XXXX transaction in the amount of {$3500.00}. I quickly responded " No '' and was called by a Wells Fargo agent impersonator whose Caller ID said " WELLS FARGO ''. This fraudulent agent said someone was attempting to send {$3500.00} through my WF AppXXXX , and that the way to ensure we prevent that was to XXXX myself and " reverse '' the transaction. The fraudster accessed my mobile banking app without my knowledge and was sending one-time text codes to my cell phone and asked me to read the code back to them. This is a known Wells Fargo authentication practice used with me in the past, and I was under the impression at the time I was speaking to WF representative. The fraudster had me push through the {$3500.00} transaction, then asked me to change the recipient to his bosses name to reverse the payment. I attempted to do so, and was limited to a {$500.00} transaction. I started to become suspicious that this was not in fact Wells Fargo, and hung up the call. I called the fraud department back the following day to follow up and was told I was speaking to a fraudulent representative. Wells Fargo has denied three claims I have submitted attempting to recover the funds, though they sent out a mass email to all WF users on XX/XX/XXXX identifying this as a popular scam on the rise, called the " Pay Yourself '' scam. This is a known issue and scam, and I am still being denied any repayment by Wells Fargo. Timeline with case details, dates, and WF representatives involved can be found below. 

XXXX opened original claim # XXXX which was denied XXXX escalated to executive line after XXXX claim was denied -Case XXXX was told I would get a call to gather the details -Called XX/XX/XXXX for an update, and to speak to case specialist XXXX. XXXX was unavailable, but was told he would call me back. 
-Called back XX/XX/XXXX for an update to learn the claim was denied, no phone call was made to me to gather details on the case. Asked to speak to Case specialist XXXX, was told he is unavailable again, and he would call me back. 
XXXX never called back. Called Wells Fargo back XX/XX/XXXX for an update and to speak with XXXX, or his manager, XXXX. Both unavailable, but told XXXX will call me back on XX/XX/XXXX. 
XXXX still no call backs, calling WF again to ask to speak to manger. Intake specialist XXXX. XXXX XXXX, XXXX manager will call back today. No call back provided afterall. 
XXXX I called Wells Fargo XXXX intake specialisXXXX XXXX, trying to get me in contact w XXXX or XXXX. Could not assist so opened a new case # XXXX XXXX I called WF back after no contact made, intake specialist XXXX XXXXcomplaint agent, not case specialist, assigned is XXXX XXXX - XXXX called to discuss XXXX XXXX XXXX ext. XXXX -will review the pay yourself scam email from Wells Fargo sent on XX/XX/XXXX -Case is now re-opened til XX/XX/XXXX XXXX XXXX XXXX called back to deny the claim, CFPB case opened.

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 non-monetary relief