Consumer complaint received 2021-05-01
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On Tuesday, XX/XX/XXXX at approximately XXXX hrs., I logged onto my personal computer and XXXX XXXX XXXX It brought up several possible sights and I clicked on XXXX XXXX Web Site. My account popped up and showed my last transactions/purchases made. Due to an e-mail I received the night before, which indicated that a package from XXXX was attempted to be delivered but no one was available to accept the package, I went to a tab that appeared on this XXXX web page that said customer service. An XXXX toll free number popped up and I dialed it. A gentlemen answered the phone, XXXX Customer Service how may I help you. I inquired regarding the attempted XXXX delivery because I was home the entire day before. The male identified himself as XXXX XXXX, a customer service rep. He asked me to hold briefly, came back on the phone and stated that he did not see any attempted delivery, although inquired if I had made any recent purchases of a large sum. Upon inquiry, he stated there was over a {$10000.00} pending purchase for materials that related to XXXX. I stated I made no such purchase and that it was definitely a fraudulent purchase. He reviewed my recent transactions and they were exactly the same as the purchases that I had made and were looking at on my XXXX screen. He stated he would put a hold on this transaction and indicated he believed my account was hacked. He further stated they were experiencing a lot of fraudulent transactions on Wells Fargo accounts. At no time did I state I had a Wells Fargo account, although he clearly knew I had one. He then provided me with XXXX XXXX XXXX # XXXX for any future referrals. He recommended that he transfer me to the Wells Fargo Fraud Unit to report said claim and 3 way telephone conference me in with an individual who identified himself as XXXX XXXX from the Wells Fargo Fraud Unit. Mr. XXXX then exited the call stating that the Wells Fargo Fraud Unit would be able to look into the situation. 

Mr. XXXX advised he was a member of the Wells Fargo Fraud Management Team advising that they had been experiencing a lot of fraudulent claims with the Wells Fargo XXXX in The XXXX XXXX. He stated that their unit believed there was a compromised employee at the branch and they had been working for weeks on attempting to identify the employee. He stated that my IP address on my computer had to be compromised and advised me to run a security scan on my system. I performed said scan with XXXX XXXX XXXX. He also recommended that I download a software program called XXXX so he could look into my system for any compromises to identify the IP address where my system was being compromised. At all times I believed this individual was from Wells Fargo Fraud Unit. He said he was going to scan my system in an effort to identify the IP address where my system was compromised. He asked me to go to the bottom of my screen and type the word SCAN into my system which would allow him to remotely scan the system. He indicated that it would take a while and that he would call me back later that day. After several hours, I received a call from the number he said he would call me from which was XXXX XXXX ( XXXX New Jersey # XXXX. He telephoned me four times later that afternoon and early evening, although I did not answer all his calls. He also sent me text msgs. and left me several voice msgs on my cell #. I do have these text and voice msgs. 
On Wednesday, XX/XX/XXXX at about XXXX hrs. he telephoned my cell again and stated that I needed to allow him to keep checking my computer system. He also wanted to know why I had a large sum of money in my checking account that he could see. Again, because he appeared to know this information, I truly believed he worked for Wells Fargo Fraud. At advised him I was about to refinance my home. He very calmly stated I need your help in identifying this person at the Wells Fargo XXXX in The XXXX and stated he was going to set up a dummy account and dummy wire transfer from my account to this dummy account, although everything would be a shell for them to utilize catching the employee from inside the Wells Fargo XXXX He further stated that the money would not actually leave the Bank and would be temporarily shown as a withdrawal but placed back into the bank w/in the end of the business day. He came up with the amount of {$48000.00}. Again, I believed he was being truthful. He stated he would be sending me an e-mail instruction with all the information to perform the dummy Wire Transfer and that he wanted me to take the instructions to the branch on XXXX XXXX in The XXXX  and ask them to make the wire transfer. On Wednesday, XX/XX/XXXX around XXXX hrs. I went to the XXXX Wells Fargo XXXX, XXXX XXXX, and handed the instructions for the wire transfer to a representative at the Branch. The Representative identified herself as XXXX XXXX. Ms. XXXX asked what the wire transfer was for and I stated a start up import/export business, just as directed by XXXX XXXX. No other questions were asked of me by Representative XXXX XXXX. She typed up the Wire Transfer and asked me to sign off on the appropriate form. At about XXXX hrs. Mr. XXXX telephoned me again and asked if the Transfer was completed. I advised him it was. He stated he was still running a scan on my computer, although he could not locate any hacking information as of yet. He remained in contact with me for several hours that afternoon. On the same evening I checked my banking information and did not see that the money was placed back into my account. 

I stopped the scanning on my computer and did another XXXX search for XXXX. In logging onto my account I had difficulties locating the Customer Service Tab. Late in that evening I telephoned the number on the back of my Wells Fargo debit card and asked if there were any recent transactions on my account, especially for {$10000.00}. I was advised there was not. I advised the gentlemen that I believed I may have been the victim of a fraudulent scheme from the day before and provided a brief synopsis of the situation and he advised me to go back to the bank the following morning and file a report at the same branch of a possible fraud on my account. On Thursday, XX/XX/XXXX, I telephoned the same number on the back of my card and stated that I believed I had just been scammed out of {$48000.00} by wire fraud from the previous afternoon. He also directed me to go back to the same branch where I had make the wire fraud transaction the day before and report a Fraud Scheme to the branch in The XXXX XXXX. 

At about XXXX hrs. on Thursday, XX/XX/XXXX, I responded back to the same branch and contacted the same Representative, XXXX XXXX. I advised her that I was in the afternoon before and performed a wire transfer that I believed was part of an elaborate fraud scheme as the money was no longer in my account. I explained the entire scheme to Ms. XXXX and she immediately picked up the phone on her desk and telephoned the Wire Fraud Unit for Wells Fargo. She advised them of the prior days Wire Transfer I conducted and asked them to terminate the transaction as it was a fraud scheme. XXXX XXXX Wire Transfer. She was apparently advised that they would have to send a WIRE RECALL for the funds to be seized by the XXXX bank. They provided her and me with case # XXXX as the case number assigned. They advised the case would be upgraded to an Investigator. The Investigator from the fraud unit would immediately send out a RECALL request to the bank ( XXXX XXXX XXXXXXXX XXXX XXXX XXXX and request for the funds to be returned due to fraud. While she was on this call, I also telephoned the number on the Wire Transfer Fund form and spoke with an Investigator, XXXX XXXX, regarding the situation. Ms. XXXX stated, based on the recall they should be able to get the money back and should be able to have it resolved, hopefully by Friday, since the case was being escalated to an Investigator. 

Additionally, on Thursday evening I telephoned XXXX after having to enter a security code on their home page at which time they called me. 

On Friday morning, XX/XX/XXXX, I telephoned the Wire Fraud Unit regarding any updates on my claim. After answering several questions, I was transferred to another department in the Fraud Unit and my call was disconnected. I did not receive a return call, so at approximately XXXX hrs. I returned to the Wells Fargo XXXX on XXXX XXXX to ascertain if any updates were available. I contacted Ms. XXXX again who telephoned the Wire Transfer Fraud Unit who advised her they had not heard from the beneficiary bank ( ( XXXX XXXX XXXX XXXX XXXX XXXX and that the bank had five ( 5 ) days to respond to their request at which time they would initiate another WIRE RECALL request and continue to do so every 5 days for 15 days. I also inquired with MsXXXX XXXX about the Wire Transfer form since the form advises on the specific line item that the funds would not be available until XX/XX/XXXX. This same information was pointed out to me on the evening before when I went to the XXXX XXXX, XXXX Sheriffs Department and spoke with Deputy XXXX XXXX XXXX XXXX XXXX advised that they could take a complaint for XXXX, although it would not do any good as it was out of their jurisdiction and all up to Wells Fargo to have the funds retracted. She directed me to file a complaint with the FBI, WWW.IC3.gov unit on-line at IC3.gov as my best solution to resolve this issue. A complaint was therefore not documented by this Agency. I then directed Ms XXXX to the Wire Transfer Form again which states under this line item that the funds would be available on XX/XX/XXXX. While at the bank I had MsXXXX XXXX XXXX Wells Fargo Rep ) contact the Wire Fraud Unit on two other occasions over a period of almost 2 hours to inquire about what additional action they could take to seize the funds or have them retracted. All they would say is that a report was taken and a RECALL notice sent to the beneficiary bank and they had to wait 5 days for a response. They would send a RECALL to the bank every 5 days. I felt that due to the urgency of this situation and that time was of the essence that further action should be taken, although I was advised that they were doing everything possible to recover the funds. I later learned that this was truly not the case. 

During the course of that day I telephoned the Wells Fargo Fraud Unit at XXXX to see if there were any updates on their ability to recall the funds. In each instance I was advised that they were awaiting a response on the RECALL. I asked why they couldnt call the bank to put them on notice that a RECALL on the Wire Transfer was sent and that the transaction was part of an elaborate fraud scheme. I was advised that they could not contact the XXXX  bank. On the same date at about XXXX hrs. I telephoned the Wire Fraud Dept. again to inquire about the status. In doing so, I spoke to a XXXX XXXX from the Wire Fraud Unit who advised that the case was upgraded and a new case # XXXX  XXXX was assigned to my complaint. This was now the 3rd case # I was assigned from Wells Fargo Fraud Unit. He advised that the RECALL msg was sent on XX/XX/XXXX and that wire transfers typically take 3-5 days to make it to the XXXX  bank, especially in foreign transfers, and that they believed that the funds would be recovered since I reported the incident so quickly. He advised that the process was that Wire Transfers and Wire Transfer requests went through a system called XXXX XXXX out of N.Y. and then to an XXXX bank who would forward the requests on to the XXXX XXXX This was the first time that any explanation was provided to me. In fact, every time I inquired, which I did numerous times, no one would explain the process. 

On the evening before, Thursday, XX/XX/XXXX, I went on line to XXXX again and opened up the XXXX web page that popped up. In doing so, I was unable to find a customer service tab but located a tab that said need help. After clicking on this tab, another tab popped up that directed me to enter a security code that was sent to my cell number. I entered the code and sent the msg. back. About a minute later I received a telephone call from XXXX. I answered the phone and the person on the other line identified herself as XXXX from XXXX. I explained the situation to her and she upgraded my complaint to XXXX XXXX XXXX XXXX advised that XXXX did not have a Customer Service number listed on their Official site, although he also advised that there are numerous bogus web sites when you XXXX XXXX and they are identical images of their Official Web site and are very difficult to tell the difference, but are placed there by scam and/or fraud artists. 

On Saturday, XX/XX/XXXX, I telephoned the Wire Fraud Unit on multiple occasions, spoke to several different individuals, who advised that my complaint had been upgraded. Although in each instance I was advised that the only thing they could do was to wait until they heard from the XXXX bank. See Attached Wire Transfer. I advised each Representative that it was believed that they would her something by Friday, Saturday at the latest, but that no news was being received. I was then advised that since it was the weekend that they would probably definitely her something by Monday. 

On Monday XX/XX/XXXX I telephoned the Wire Fraud Unit several times for updates, although in each instance I was advised that they were still waiting a response from the RECALL. At approximately XXXX hrs., date, I telephoned the XXXX XXXX XXXX again and reached an individual who identified herself as XXXX XXXX Upon questioning her extensively, she advised that I could call Wells Fargo Fraud at XXXX as my case had been escalated. She also provided XXXX XXXX # XXXX as the verification # on the recall. She confirmed that Wells Fargo forwarded a RECALL that the transfer was part of a fraud scheme. She also located XXXX XXXX XXXX XXXX telephone numbers for the bank and recommended that I telephone them. These numbers were : XXXX, XXXX, and XXXX. She indicated that they could not call the XXXXy bank but that I could try and hopefully one of the numbers would allow me to talk to someone. I dialed these numbers repeatedly for several hours but could not get anyone to answer the phone. 

On Tuesday, XX/XX/XXXX, approximately XXXX hrs. I telephoned the XXXX bank at XXXX and spoke to a representative at the bank. This female only spoke XXXX which made conversation very difficult as I am not bilingual. I stated Fraud to her several times when she asked me to hold and transferred me to another person. This person was bilingual although her XXXX was broken and very difficult to understand. I explained that a Fraudulent Wire Transfer was sent to her bank under the name XXXX XXXX XXXX XXXX and provided the account # on the Wire Transfer Form. She advised that I would have to send them a letter detailing the transaction before they could do anything. I advised her a Wire RECALL was sent to them from Wells Fargo Bank in the XXXX She seemed to understand but repeated that I needed to send them correspondence. I then asked about sending an e-mail to them and she provided me an e-mail address that I reviewed with her at least a half dozen times to verify its accuracy. She confirmed that the address was correct and I did send an e-mail, although it was returned as undeliverable. What was interesting to me was that on XX/XX/XXXX, I spoke with a Wells Fargo XXXX XXXX in the XXXX Department by the name XXXX XXXX XXXX XXXX XXXX who indicated that she was bi-lingual and would have been able to communicate effectively with the bank days before, but she indicated i was against Wells Fargo policy for her to do that. 

On the evening of Tuesday, XX/XX/XXXX at about XXXX hours I spoke to a female from the Wells Fargo XXXX XXXX, XXXX Department, XXXX XXXX XXXX XXXX who stated she was in XXXX, Oregon. She confirmed that the XXXX bank notified Wells Fargo that the RECALLS were received and forwarded on to the XXXX bank and they acknowledged the RECALLS. As you could imagine, this whole event was very traumatic and with all the telephone calls and people I spoke to it was becoming difficult to keep names, dates and events in sequence even though I was documenting everything. I believe that it was XXXX who indicated that the notes in their system reflected that the funds had been removed from the beneficiary account holders name. I asked how this could happen when they already had two ( 2 ) wire RECALL notices sent and received before this date. She apologized and said there was nothing they could do. 

On Wednesday, XX/XX/XXXX, at about XXXX hrs. I telephoned the Wire Fraud Unit to inquire about the status of said RECALL. I was not given any information and requested to speak to a supervisor. The individual from the XXXX XXXX Department advised again that the case was being escalated and that I was being transferred to XXXX XXXX XXXX XXXX. I was transferred and a subject answered the phone. He asked if I was XXXX XXXX and I responded affirmatively. The other bank representative advised they would be leaving the telephone call. I asked this individual if they were XXXX since it sounded like a male voice. They stated no, this was XXXX. I stated that I was told I was being transferred to XXXX. The subject stated that their name was XXXX. I again advised that I was told I was being transferred to XXXX. XXXX then stated this is XXXX. I was stunned and asked what is your name. The subject stated that technically their name was XXXX, but they go by the name XXXX. I immediately questioned whom I was talking too and XXXX indicated that they are XXXX but refers to themselves as XXXX. I questioned him again and asked to be transferred to their supervisor. I was advised that there supervisor was not available and I would receive a returned telephone call from their supervisor, XXXX XXXX I was also advised that XXXX XXXX XXXX was XXXX XXXX On XX/XX/XXXX I attempted to reach someone from the Executive Department on four ( 4 ) separate occasions, although I consistently became disconnected from my telephone calls to receive an update. 

Finally, on XX/XX/XXXX, I spoke to XXXX XXXX XXXX asked her if she was bi-lingual and she stated yes. I asked why she could not be used as a resource/tool in these types of situations to make a telephone call to banks with XXXX  speaking people to put them on notice that a Fraudulent transfer had occurred and a RECALL had been sent apparently two times now from my phone call on Monday with XXXX who advised that another RECALL was sent on Saturday, XX/XX/XXXX. She just stated it was against Wells Fargo policy. She advised that she was escalating my complaint further up in their Executive Dept. I also spoke with XXXX XXXX from the branch office in the XXXX  XXXX, who advised that she escalated the complaint on XX/XX/XXXX, Friday, and a new case # XXXX was assigned to my situation. 

On Friday, XX/XX/XXXX I telephoned the Wire Fraud Unit again and spoke to XXXX XXXX Department from the Executive Department Team. She advised that the case was escalated to XXXX XXXX, XXXX in the XXXX Department. She took all my information and assigned me a new case # XXXX. She said he hadnt contacted me yet because the situation is still being reviewed and that he would be in touch with me in a couple days. To date, I have yet to receive any telephone calls from XXXX XXXX nor anyone else regarding the review of this loss of {$48000.00}. 

Between Thursday, XX/XX/XXXX, and Tuesday, XX/XX/XXXX I received numerous telephone calls and text msgs. from Mr. XXXX XXXX XXXX the scammer identifying himself as a XXXX from Wells Fargo Fraud Unit Management Team ). I have those text msgs. and voice msgs. on my phone. I did not respond to any of these calls as directed by Wells Fargo Fraud Unit. It was there opinion that he was just trying to keep communication going since the transfer had not taken place yet and that it was a good sign that the money was not actually deposited yet., a RECALL was sent on the morning of Thursday, XX/XX/XXXX, the morning following the afternoon of Wednesday when this whole nightmare started and supposedly a second RECALL was sent again on Saturday, XX/XX/XXXX. 

It is my opinion that a simple phone call by Wells Fargo Fraud Unit by a bi-lingual employee, which they apparently have, could have created a totally different outcome in this situation and that the beneficiary bank could have at least froze the account pending further investigation and evaluation. It is also my opinion that if the FBI would have gotten involved and made a telephone inquiry that the bank would have been aware that the account and the transfer were all part of a fraud scheme. Last, I went to another Wells Fargo XXXX XXXX XXXX, XXXX Where I had resided until just recently and inquired with a banker representative there as to their protocol in processing Wire Transfers. This particular representative was sick to her stomach that no questioning of me was performed by the other bank. The first thing she questioned was the printout I handed her with all the directions on them regarding the Wire Transfer. She immediately asked me If I had ever met this individual who requested the transaction and I stated no. She asked if the other banker asked this question and I said no. She immediately stated that she would have told me it was a fraud scheme and to not make the transfer. She then asked if I had ever sent money to this person before. She then asked how I knew this person and how did I talk to the person. I advised her that it all started through XXXX and XXXX referred me to Mr. XXXX who identified himself as a Manager in the Wells Fargo Fraud Unit. She just stated that she believed that there was due diligence that should be exercised by all employers and especially in large Wire Transfers. She further stated that all bankers should ask several questions due to the high volume and sophisticated nature of all the Fraud Schemes occurring today. 

Unfortunately for me, Wells Fargo was unsuccessful in recovering the majority of my life savings I was going to utilize to live in retirement. I do believe that Wells Fargo did not perform their due diligence and did not inquire appropriately at the onset to ensure that the transaction was being done voluntarily and not part of a fraud scheme. I do believe that a couple simple questions by the institution would have red flagged this entire scheme and I would not have been further victimized. Obviously, I am very disappointed that I cant even receive a telephone call from the FBI. I did telephone the FBI in XXXX, XXXX, XXXX, XXXX, and XXXX, XXXX only to be transferred in an automated system that disconnected my telephone call every time. I also telephoned the FBI in XXXX, Md and again became disconnected. I did telephone the FBI XXXX in XXXX, Pa on Wednesday afternoon, XX/XX/XXXX, and spoke to a male individual there who stated he would have an experienced Agent call me either by the end of the day or the next morning. Again, I have yet to have anyone respond or a response from my IC3 Fraud Complaint on the FBI Fraud government web page. Although Im sure there are a lot of Fraud Scams in our country, I believe that the timeliness I identified this scam and my immediate actions to have the funds seized/recovered should have been much more successful-even as was stated to me by several Wells Fargo employees. I have been a Wells Fargo customer now for over 30 years and have always trusted their processes. It would be honorable for Wells Fargo to see their lack of due diligence and provide a full refund of my loss. As a large financial institution making hundreds of millions of dollars, I believe that the right thing to do would be to compensate me. Obviously, some form of reasonable compensation in my opinion would be the professional thing to do. I have reached out to two attorneys and am awaiting further direction and guidance. I am also in the process of contacting the Florida XXXX of the Attorney General to see if they are capable of providing and further assistance. I have also received resistence in being given the CEO of Wells Fargo, XXXX XXXX, although eventually did obtain same. I will be forwarding him correspondence at XXXX XXXX, XXXX XXXX, Ca. XXXX and plan to reach out to see if he would consider personally getting involved in this matter. 

I am praying everyday that Wells Fargo will help me in some manner. I can be reached at the address and telephone number listed below. Further, there are several attachments of records to this complaint process. I look forward to an amicable and conciliatory resolution to this matter. Although, with all the phone calls and contacts I have already made, it seems apparent that follow up calls are not going to be conducted by Wells Fargo. 

Unfortunately for me, Wells Fargo was unsuccessful in recovering the majority of my life savings I was going to utilize to live in retirement. I do believe that Wells Fargo did not perform their due diligence and did not inquire appropriately at the onset to ensure that the transaction was being done voluntarily and not part of a fraud scheme. I do believe that a couple simple questions by the institution would have red flagged this entire scheme and I would not have been further victimized. Obviously, I am very disappointed that I cant even receive a telephone call from the FBI. I did telephone the FBI in XXXX, XXXX, XXXX, XXXX, and XXXX, XXXX only to be transferred in an automated system that disconnected my telephone call every time. I also telephoned the FBI in XXXX, Md and again became disconnected. I did telephone the FBI XXXX in XXXX, Pa on Wednesday afternoon, XX/XX/XXXX, and spoke to a male individual there who stated he would have an experienced AgenXXXX call me either by the end of the day or the next morning. Again, I have yet to have anyone respond or a response from my IC3 Fraud Complaint on the FBI Fraud government web page. Although Im sure there are a lot of Fraud Scams in our country, I believe that the timeliness I identified this scam and my immediate actions to have the funds seized/recovered should have been much more successful-even as was stated to me by several Wells Fargo employees. I have been a Wells Fargo customer now for over 30 years and have always trusted their processes. It would be honorable for Wells Fargo to see their lack of due diligence and provide a full refund of my loss. As a large financial institution making hundreds of millions of dollars, I believe that the right thing to do would be to compensate me. Obviously, some form of reasonable compensation in my opinion would be the professional thing to do. I have reached out to two attorneys and am awaiting further direction and guidance. I am also in the process of contacting the Florida XXXX of the Attorney General to see if they are capable of providing and further assistance. I have also received resistence in being given the CEO of Wells Fargo, XXXX XXXX, although eventually did obtain same. I will be forwarding him correspondence at XXXX XXXX, XXXX XXXX, Ca. XXXX and plan to reach out to see if he would consider personally getting involved in this matter. 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fla 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