Consumer complaint received 2023-07-13
Company: WELLS FARGO & COMPANY
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/23 I was notified via email and the Wells Fargo mobile app that there was suspicious activity on the debit card associated with my personal checking account. Two transactions were not made by me. 

I called Wells Fargo ( XXXX ) to report the unauthorized transactions. A claim was filed ( XXXX ) and I was issued a new debit card. Nothing else was changed or updated. 

On XX/XX/23, I received a call from XXXX. I did not answer the first call but since they called right back, I answered. The man on the phone claimed to be from Wells Fargo alerting me to fraudulent activity on my account. I told him that it was already taken care of and that my card was already canceled he said this was new activity, listing two transactions for about {$750.00} each. I denied those transactions and asked how they would have been processed given that my card had been turned off the week before. He said that these people hacked into my online portal and got my new debit card number and used that. He said because of this, we needed to update my security settings because the thieves had turned the alerts off and I needed to change everything. He asked for my online user ID and my passcode, which I gave him. He then asked me to read off the security codes I would get to make sure the alerts are working and then walked me through steps to verify my XXXX set up to make sure I get necessary alerts which I now know was actually to forward my calls to a XXXX. He told me they were going to do a test to see if I got alerts and I did get several emails about a wire transfer that he said were tests and standard. He said that XXXX XXXX was a Wells Fargo employee and that his employee ID was XXXX. He gave me my new online ID and temporary password and that they would be active asap. He gave me a case ID of XXXX. We disconnected after that. 

I realized that night that no one could call and my phone had been forwarded. The next morning, I saw I was being charged a wire transfer fee and called to get it reversed. Diving into it more with the online fraud person, I saw that the money had been transferred from my Wells Fargo credit card and wired out to XXXX XXXX all without my permission. I reported all details to the online fraud representative ( Case : XXXX ). I was told that they would check IP addresses and could verify that it wasn't me who logged into my account to initiate the transfer. 

On XX/XX/XXXX, I made a report to the FBI about the case. I called about the Wire transfer issue ( separate from the credit card issue ) and was told it was still in progress and to call back in a few days. I did call back and told it was denied due to their online account access agreement - basically they had my info and it was my fault. I have never received a letter explaining this. I went into the bank branch on XX/XX/XXXX and spoke with a branch representative who said I was the fifth person that week she had talked to about similar fraud. She said she couldn't do anything, encouraged us to speak with law enforcement and that she would have their consumer complaints department call me. I have not heard from them at this time. On XX/XX/XXXX, I reported it to my county sheriff 's department. On XX/XX/XXXX, a second attempt was made to scam me using the same spoofed Wells Fargo number. 

I received a letter from Wells Fargo denying my fraud claim on my credit card. On XX/XX/XXXX, I called the credit card department and asked about payment arrangements and if we could get the interest reduced given that the money was stolen. I was told they couldn't make arrangements until I made the first payment and that the interest rate would be 21 %. She also said I could contact the XXXX XXXX for Credit Counseling as if I was having trouble paying rather than disputing whether I should have to pay. I was then transferred to a customer advocate where I expressed my frustrations about the lack of action when my first fraud happened and why couldn't the person I talked to on XX/XX/XXXX mentioned this trend of baiting then scamming. She said I should watch XXXX videos about online safety.

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