Consumer complaint received 2023-02-13
Company: WELLS FARGO & COMPANY
State: VA
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:
RE : Fraud of my Wells Fargo accounts To whom it may concern, My name is XXXX XXXX XXXX and I'd like to share my recent nightmare with Wells Fargo. 
On XX/XX/2022, I received a message on my phone to call the fraud department of Wells Fargo. When I returned the call to the Wells Fargo fraud department, I was told that my account had been compromised. I was then instructed to change all my passwords and that my bank and credit card accounts would be frozen. I was assured that I would get new credit cards and my new account information within three days. After a few days I contacted the fraud department. It was then that I learned that my personal and business checking accounts had been compromised. In that same conversation I also learned that both of my credit cards were maxed out. To add insult to injury, I learned that a credit card that I had not seen or used in at least five years had wired {$9000.00} to a XXXX XXXX account. As the nightmare continued, I learned that both my credit cards had cash advances or money transferred to my business account which subsequently was wired to a XXXX XXXX XXXX account in the name of XXXX XXXX. To my dismay, I was informed that approximately {$28000.00} was stolen from me. This includes a credit card that has been dormant for years maxed out with cash advances and wire transfers by XXXX XXXX who said to Wells Fargo that she was my wife. The problem is that she lives in Ohio and I've never been married nor visited much less lived in Ohio. 
I've had numerous conversations with numerous people with Wells Fargo and given a number of different responses that ranges from " it's all my fault and there's nothing they can do '' to we're going to " restore my accounts to the pre-fraud balances '' then reversing that to it's my problem. 
I have the call logs from my phone carrier and have verified that all the numbers that I called are actual Well Fargo numbers. 
It is very depressing to have my life savings stolen only to find out that Wells Fargo is billing me for the cash advances and wire transfers that added approximately {$10000.00} to the total. So, not only does Wells Fargo refuse to accept any liability refuse to follow the money trail but sends me a bill with interest for the money transfers from my dormant credit card. 
I've asked how anyone including myself can have a card that's been dormant all of a sudden start a series of cash advances and wire transfers without any red flags alerting the possible fraud. I have the same questions about my personal and business checking accounts. 
Every banking institution or credit card company have algorithms that they use for creating additional business for themselves but they also have algorithms to protect against situations like mind. How can any financial institution not respond to the numerous transactions knowing that their customer has NEVER before initiated any actions like these. 
In closing I'm requesting that a true and thorough investigation to the handling of my complaints by Well Fargo be initiated. 
My contact information is : Email : XXXX XXXX : XXXX Sincerely, XXXX 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