Consumer complaint received 2022-07-16
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/2022 I received an e-mail notification from my XXXX account saying You have submitted an order at XXXX XXXX XXXX XXXX in the amount of {$830.00} USD. I was still on the clock at work so I was stressing over not having time to deal with this. I hurried and called XXXX number provided in e-mail. I told them I made no such purchases please stop payment. He said ok I will do best to help you. He said sign on to my bank ( Wells Fargo ) account that is connected to my XXXX account first to see if charge has been taken. I was rushed and didnt suspect anything because he knew a lot personal information. When I logged on I was relieved the funds hadnt been taken yet. He then instructed me to open an application so he could possibly stop transaction. This app. provided him control of my screen I guess. He then transferred funds {$830.00} from XXXX app. he said it would be returned. I was confused but he gave me his extension so I could call him as soon as funds were returned. I did what he said because I had to finish working. I called him back because the funds werent return yet. I checked my XXXX credit account and saw {$460.00} had been charged. I called him back and asked he answered so I was suspicious but thought he wouldnt be answering his calls if it was a scam. I asked him is this a scam he said most definitely not. Then asked if I had any other credit cards. He told me to hold. While on hold I hung up and called Wells Fargo to tell them I think Ive just been scammed and to please stop payment on the fraud payment of {$830.00}. They said they will transfer to someone that can help me. I told the next person the situation they said they can not stop payment and transfer me to someone else. I am fully stressed and crying. The next person said they will note it and be in contact. I said shouldnt we close the card in case they can still get more funds? They said we can do that if you want? I said absolutely because the work paycheck was going to be deposited on XX/XX/XXXX. They said dont worry the fraud dept. will contact me for for details of claim. They never called. I called because I didnt want to answer calls I didnt know in case of more scams. They said we understand and my claim is under investigation they will notify me by mail. I said no one ever called to get the details of scam. They said not to worry your funds will most likely be refunded and to watch for that and wait for letter by mail. I received a letter XX/XX/2022 saying it is still under investigation and they will keep me updated. I called again and again and finally someone told me case closed. They said a letter was sent. No letter was sent of notification of that. I said I want to make complaint she said I will put a concern on my account and someone will contact me within XXXX hrs. No one called! I called back they put me on hold, after XXXX minutes on hold the phone disconnected. I called back and was on hold waiting in line again. Then I had to tell the whole story again. Then transfer again. Then they said oh I need to get you to the online fraud dept. I had to tell them what I was calling about. I gave them the claim number. They said we are so sorry for your frustration but the funds will most likely show up in your account. They have notified XXXX of the fraud and Wells Fargo has done there part and when XXXX completes their investigation and return the funds we will return them to your account. I complain to XXXX. It is now XX/XX/2022. 
The only thing that has been done is a new warning posted of Wells Fargo about XXXX connected scams and beware. No Help. 
Thank you, XXXX XXXX

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