Consumer complaint received 2021-05-08
Company: WELLS FARGO & COMPANY
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I used an online resale app to advertise dining furniture in XXXX XXXX. I am a student and because I was in financial peril due to the pandemic, I needed funds to pay upcoming school fees. I listed the furniture for {$500.00}. On XX/XX/XXXX at XXXX user responded to listing saying he was interested in the furniture and would like to send money in advance to reserve the items. We shifted communication off the app to text message ( buyer 's number : XXXX ). XXXX He sent {$1000.00} via e-check ( attached below ) from his financial officer  XXXX XXXX ( XXXX ) and claimed the additional {$500.00} was to pay movers who would be picking up the furniture. I deposited the check via Wells Fargo mobile ( XXXX ) and confirmed the check was received into my bank account. The next day ( XX/XX/XXXX ), I received confirmation that the funds from the check were available in my account. At XXXX the buyer requested I pay the moving company ( {$500.00} ) via a zelle account XXXX belonging to a XXXX XXXX . XXXX is a payment option offered through WellsFargo 's online banking service so I was led to believe it was safe. Per are agreement, he was to tell me the pickup time and come get the furniture. After I sent the payment, the purchaser began taking more time to respond and sending sporadic texts. The movers never arrived for the furniture. At XXXX I messaged him for an update on pickup time and he said he was no longer able to get the furniture. He requested I return the remaining balance through XXXX XXXX, bitcoin or a XXXX wallet card to XXXX. I didnt feel comfortable using these methods as I had heard they were commonly used by scammers so I googled the owner on the e-check and it looked to be a shell company. I contacted my bank ( WellsFargo ) immediately and while on the phone with them, saw that the e-check Id deposited was being returned and my bank charged an additional {$12.00} for a counterfeit check. WellsFargo withdrew the funds from the bounced check on XX/XX/XXXX. I am now missing {$510.00} because of the money sent to the movers + the charge for the counterfeit check. While on the phone, the Wells Fargo Banker said that since the transaction happened through Wells-Fargo 's linked account to XXXX, they should be able to help me. She also recommended filing a police report as it would help my case. I filed the police report ( Report # XXXX ) that same evening. I have attached the counterfeit check as well as my text messages with the scammer to prove the check cleared initially. I also attached emails from the seller 's " finance officer '' as well as WellsFargo when they received the check and when it later bounced. 

I contacted Wells Fargo again on XX/XX/XXXX to submit the police report and request an update. They said my claim was still processing and they would call me with an update. After not receiving said update I contacted them again on XXXX, but I was informed the claim was closed on Wednesday XX/XX/XXXX. They said they attempted to call me via phone but did not leave a voicemail. I have gone through my call history and email and have not received a single call from Wells Fargo or XXXX. The only calls I received that day were from my family and my phone was with me the entire time. I explained this to Wells Fargo and they said there is nothing they can do because it was a XXXX transaction. XXXX is not offering restitution either because they say it has to be addressed with my Bank. I have been contacting Wells Fargo since XXXX when I first filed the claim and they keep re-routing me through different departments only to not give me an answer or offer to reopen my account claim. All I want is to be able to pay my school fees and every representative I've spoken to has been callous towards my situation and unhelpful. I called Wells Fargo again for their XXXX Claims Dept number and they routed me through different departments only to drop the call 3 times. As of now I've been in contact with their bankers from Online  customer service, Debit Card Claims, ACH check claims. I finally got re-routed back to Online Customer Service on XXXX and they said there is no recourse and refused to escalate my claim. The banker 's reasoning was that that XXXX is valid considered a cash/ATM transaction so they can't help me. I am aware that I am at fault for falling for a scam but the transaction was made under the guise that the check the person sent was valid. I only sent the {$500.00} because I received an email from wellsfargo confirming receipt of the deposit and a notification from their app confirming the availability of the funds. It clearly wasn't a valid transaction given that I have explained the situation countless times and even went as far as to file a police report and inform all parties that it was fraudulent. Now no one from Wells Fargo is attempting to help me or offer recourse.

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 monetary relief