Consumer complaint received 2019-10-26
Company: WELLS FARGO & COMPANY
State: NE
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On Tuesday XX/XX/2019, I purchased tickets to an event on XXXX. Tickets were sent to me via XXXX ticket transfer and verified as real tickets into my account ( I even have a receipt from them ). I then proceeded to transfer XXXX $ into a fraudulent account via Well 's Fargo transferring service XXXX. Around 10 minutes later, I received a message from XXXX  saying the original tickets were purchased fraudulently ( using a fraudulent credit card ) and that the tickets in my account were cancelled. I contacted Well 's Fargo immediately, notifying them of the fraud that occurred and to ask them to return the money into my account. I informed them that the account on the other end of the transaction was either fraudulent or that someone stole their identity and that they shuld freeze that account immediately. The gentleman on the phone replied that it was a XXXX XXXX XXXX account that the money was sent into and that he would file a Fraud claim to get this resolved. 

That same night, I contacted XXXX to ask why they would send me verified tickets to an event that I purchased and then cancel them. They responded that they can only guarantee tickets that are bought on their website, but can not honor transferred tickets even though the tickets I purchased were legitimate seats that were just purchased from XXXX. 

That same night I filed a police report informing them of the scam and giving them any information about the individual who I bought the tickets from. 

Well 's Fargo never contacted me back, so tonight XX/XX/2019, I called them requesting an update. Supposedely my claim was never documented as a fraud claim and they never froze the fraudulent account on the other end ( even though I filed a police report, I offerred to show them the report, but they did not want it ). They said the customer care claim had been closed ( even though I was not notified ), and that I would not be getting a refund. They would not tell me anything regarding the fraudulent individual 's account or where my money went. I know Well 's Fargo had many issues in the past with them allowing fraudulent accounts and having millions of individuals ' account information stolen. I asked if this individual was one of those accounts, but they refused to give me any information. I spoke to them for 2 hours on the phone, being bounced around and given the run around. In the end they said nothing could be done and that I was wasting my time because I authorized the transaction. This is furthest from the truth, I did not authorize a transaction into a fraudulent account that should have never been allowed to be made. XXXX is apart of a XXXX XXXX  that requires photo ID and social security numbers to open. If the fraudulent account was never opened or never got stolen, the transfer of my funds would have never went through. It is something Well 's Fargo should have prevented. I have a Well 's Fargo claim number if needed ( although it is closed apparently ) I have a police report number if  needed

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