Consumer complaint received 2022-01-20
Company: WELLS FARGO & COMPANY
State: CO
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX at XXXX I was awakened by a phone call from a person who identified himself as XXXX XXXX from Wells Fargo . The number on caller ID was in fact the Wells Fargo phone number. He stated that there was suspicious activity, that someone was attempting to wire {$15000.00} from our savings account and asked if I authorized the transaction. I told him that I did not and that I have never wired money as long as we've had the account. He told me that some steps had to be taken to secure the account to prevent the wire transfer from going through. The person had me log into my online account and verify the last several transactions from our checking account. XXXX XXXX then said that the money was being wired to a XXXX bank account. He put me on several silent holds and then said that he needed me to log out and log back in. XXXX XXXX then asked me to stay on the phone with him and if another phone was available to go get it, I would need to call Wells Fargo to tell them not to authorize the transaction. He provided me with the phone number, I called that number from my husband 's phone and it was the Wells Fargo main number. I spoke with a representative there who asked me to hang up the other phone as that was not a legitimate Wells Fargo representative and was likely a scam. She explained that she was able to stop a {$10000.00} wire transfer from coming out of our savings account but a {$15000.00} transfer had already gone through and that she could not get it back. The lady stated that she was submitting a claim for us and we would be contacted during business hours that day. After not hearing anything around noon, I called the fraud department. They stated that they had put a recall on the {$15000.00} and we would have the money returned within 10 business days and another claim was submitted. They provided us with a new checking account number. I received a few letters stating that the claim had been closed, however the money was never returned. My husband called after 10 business days and was told that they had opened the claim on the incorrect account number and that another investigation was now opened on the correct account and we would be contacted by an XXXX within XXXX hours. My husband was able to speak with an XXXX today ( XX/XX/XXXX ), and he was told that the fraudulent account with XXXX had been closed, there were no funds to be returned and there was nothing Wells Fargo could do about it. My husband then went down to a branch in person and was told that they usually require wire transfers to take place in person. He was also told that we should have been directed to a representative in the wire transfer department. She was able to see that the owner of the XXXX bank account was contacted and asked to return the funds, which of course they denied. The account was then closed shortly after. We have filed a police report with the police department and were provided the fraudulent account number that has been closed.

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