Consumer complaint received 2023-01-30
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I received a text from Wells Fargo Bank around XXXX Friday morning XX/XX/XXXX and then I got a call from Wells Fargo Bank Fraud Department XXXX with Wells Fargo XXXX ). A guy by the name of XXXX, said he was calling from Wells Fargo Bank Fraud Department and wanted to check to see if I was trying to charge XXXX transactions amount at XXXX in XXXX, Florida. XXXX for {$430.00} and the other was for {$580.00}. He asked if I was on vacation. I told him NO, Im home in XXXX, CA and on the phone with and those were not my charges. 

He proceeded to say that he will start a Fraud claim on those 2 transactions. I said, good, its not me. He said I should have a text coming from Wells Fargo with a code to authorize the claim, and for me provide him the code to get the claim going. I provided the code and he said, I will put you on hold and get the claim started. I will be right back with the claim # for you. He did the same with the second transaction. As he was processing the XXXX claim, He then informed me that someone is doing a wire transfer to a XXXX XXXX in Florida, and was that me? I told him, Im on the phone with you and Im not on my mobile app or on my laptop. I told him to stop it and denied it becomes it was not me. I said make sure they did they the money wired. He said they didnt, we caught it in time. I asked how much was in my account? He said about {$27000.00}. 
How they trying to wire. He {$25000.00}. I told him to stop it. I did not authorize it, not me. 

He then said we will do a fraud claim for this XXXX one too. Again said Wells Fargo will text me another code for this Fraud claim and will need that code to get the XXXX claim filed. Put me on hold and came back and gave me claim #. He proceed to say that he will put my account on hold/freezed so XXXX XXXX get access for XXXX. Can not use my debit card and can not log into my account. Said someone from the wells Fargo Fraud department online will call me Monday about XXXX to reset my online account and also get me new debit card. 

I believed the guy and didnt check. Everything was Wells Fargo, the XXXX #, the music, the XXXX claims #. He put my account on hold. Went to work as normal Monday morningafternoon came no calls. 

Tuesday morning after a few repairs, stop by my local Wells Fargo Branch about XXXX and spoke to a banker. Gave her all the info and what took placed. She looked into my account and the money was wired and posted Friday, $ XXXX dollars gone from my account. No notes from their Fraud Department.

While speaking to the banker, I was upset and had some concerns about their process security.

My accountnever signed up or done bill pay, never set up wired transfer.

It would been a RED Flag on their end to call me to make sure I was actually doing these things. 

Out of the blues why would this account do that? And for {$25000.00}? Wells Fargo didnt have any good safeguards in place to protect their customer. 

I asked for the XXXX XXXX  XXXX where the money was transfer too? Banker refuse give me info so I can call directly to see if I can stop it. Or if I can get more info so I can file with the police. They put a recall and gave me a claim number and said some will get back to me 3-45 days after they do their investigation. 

Case recall # XXXX Wells Fargo. 
I just got the letter from the bank and they denied my claim. They said it transaction was from a new hardware ( not my phone or my laptop. ) and they are not liable if some have my log id and passcode. 

I at a lost, and I need help. My saving is now gone and not sure what to do. 

Note. 
My debit card has been stolen several times in the last year it was just hacked on XX/XX/XXXX thanksgiving and charged for XXXX new iPhones. I just got the recent card. When they texted and called the their XXXX #. I believed them. 

At this point, {$25000.00} just gone and I have no help on how to resolve this. 

Thanks, 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