Consumer complaint received 2022-10-05
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Dear Wells Fargo Executive Team, I XXXX XXXX ( XXXX ) have been a Wells Fargo Customer for over 30 Years. I am an upset customer and a resolution to this nightmare of having been a victim of online XXXX fraud. I would appreciate a call back today and need Wells Fargo to resolve this issue. 

Recently my daughters account was a victim to XXXX XXXX. We are frustrated with the XXXX fraud investigators concluding we approved these transactions and are blaming us. Why would we be calling to report this if this is something we approved. We are escalating this as we have exhausted ourselves and are getting no where. We reported the issue as we noted it. We shut down the account that had the issue. We closed all online access for my daughter XXXX XXXX so she no longer has any access until we can get this resolved. 

We have been hung up on several times with the Wells Fargo agents not calling us back and us to initiate a new call and spend more time on the phone. We have spent time with agents that fail to note the account when they say they have updated the account notes. Now I am taking badge numbers. I am promised a call within 24 hours today. I am very disappointed with Wells Fargo. I will have rethink who we will bank from moving forward as Wells Fargo is is claiming it does not see an issue with the online fraud that we have become a victim of. Well why are we reporting this as an issue. 

We have spent over 20 hours on with several calls and visits to the Bank to open up complaints and asking for assistance as we are missing {$7100.00} that we did not authorize in XXXX transactions. The perpetrators also attempted depositing fake checks into the accounts at the same time. Which were rejected. 

My daughter XXXX XXXX is a fulltime XXXX and XXXX XXXX XXXX. This money was for my daughter who is a XXXX and the XXXX XXXX stripped her account down to a negative $ XXXX. Her account dropped and than came the attempt to deposit fake checks. XXXX XXXX XXXX is paying her for what. In the Memo it reads XXXX. 

We got alerted on the fake checks being deposited and an email of the negative balance. That is when we reported the issue to Wells Fargo. XXXX did not approve these XXXX transactions. She does not know these people. She never used XXXX only XXXX. 

XXXX TO XXXX XXXX - We do not know this person who has a XXXX Account linked to Bank XXXX XXXX and has withdrew money stripping this one account. 
XXXX TO XXXX XXXX - We do not know this person who has a XXXX Account linked to XXXX and has withdrew money stripping this XXXX account. 
XXXX TO XXXX XXXX XXXX do not know this person who has a XXXX Account tied to Wells Fargo and has withdrew money stripping this one account. ( This one we noticed now as we left on vacation on XX/XX/XXXX and returned on XX/XX/XXXX. We did did not get notification of these XXXX withdraws via text or email. When this all happened in XX/XX/XXXX we went looking into all the activity that was happening with this account. 

I am about to get an attorney involved now and report this to to the better business bureau if I do not get a resolution and our money returned as Wells Fargo is blaming the victim us as the perpetrators. 

I know over the years Wells Fargo has experienced fraud issues but I have been a devoted customer of Wells Fargo but now am not so sure I want to continue to be a customer. 

The number of cases I have opened. The last agent I spoke to today I got their Badge Number XXXX XXXX. We called on XX/XX/XXXX and the notes of that 2 hour call were not in the case # XXXX. 

History of Calls with Wells Fargo. 

1. Initial complaint opened on XX/XX/XXXX - XXXX - Denied stating they did not find fraud 2. XX/XX/XXXX, XXXX to Wells Fargo XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX. He helped us reopen the case and Faxed the complaints department explaining to them we did not authorize these transactions or know these individuals that the money was XXXX too and did not get notifications or authorize these transactions. He escalated the case and filed a complaint XXXX. We did not getting any calls or resolution with this. 
XXXX. Went into Branch in XXXX and worked with XXXX XXXX XXXX XXXX Associate Personal Banker NMLS ID XXXX. She opened a new case XXXX. 
XXXX. XX/XX/XXXX. Still not hear back from Wells Fargo. We called and spoke to an agent on XX/XX/XXXX, XXXX Who interviewed my daughter for about 1 hour gathering information on all the transactions and asking her about the transactions and completing the information so it could be assigned to the fraud agent for review as they needed to complete that step. 
5. Spoke to another Wells Fargo agent and he took down our frustration notes and said he would personally not bank with Wells Fargo because he can not trust the security. 
4. XXXX XXXX. Called to get status on this case XXXX Again same conclusion no fraud identified. The agent escalated the issue and gave is a new complain number XXXX. Than the call disconnected and agent never called back. Another 1.5 hours with no results. 
5. XX/XX/XXXX, XXXX Called back now got agent XXXX XXXX XXXX XXXX He has created the new case ( XXXX ) to capture the additional XXXX K that the agent on XX/XX/XXXX was suppose to do and this agent could not find the notes or the new case number for the additional funds that were not noted in the previous case. XXXX opened another complain with case number XXXX. He was helpful. 
Wells Fargo in the News. 
7 News reported this in XX/XX/XXXX. I will reach out to them as well. Wells Fargo quietly replaces money customers lost in huge XXXX scam. 

https : XXXXXXXX XXXX, XXXX 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 non-monetary relief