Consumer complaint received 2021-09-15
Company: WELLS FARGO & COMPANY
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
At XXXX ( CST ) on XX/XX/2021 I received a text message from ( XXXX ) XXXX that stated " Wells Fargo XXXX XXXX We declined {$2000.00} with card ending XXXX at XXXX XXXX Was this you? Reply YES or NO. If yes, you will not be charged unless you try again. If no, we will close your current card and send you a new one. Msg & data rates may ap. '' At XXXX ( CST ) on XX/XX/2021 I was called from ( XXXX ) XXXX from a person claiming to be the Wells Fargo XXXX Department XXXX She said she was calling in regards to a potential fraudulent charge on my account regarding the {$2000.00} spend at XXXX XXXX Florida. Since I am a Minnesota resident they were calling to verify the charge. I told her that I did not authorize that charge. She asked whether I had the card on me, I said yes. She then said Wells Fargo would be sending me a replacement card. She said she was going to start the work to lock my account in order to prevent future fraud and move the assets to a new account. At XXXX ( CST ) I received a text message from XXXX that said my password had been changed. I asked the women on the phone about the text message and she said that was her making sure no one could access my account and asked what I wanted as a temporary password. At XXXX ( CST ) and XXXX ( CST ) I received two text messages from XXXX with two codes. I did not know what these codes were for. They said DON'T share it. I told the woman on the phone I would not provide the codes as they said do not share. At XXXX ( CST ) I received a text message from XXXX with a code to verify my identity. The women on the phone asked for the code so she could take appropriate steps in my account. I gave her the code ( it did not say do not share ) and then was locked out of my account. At this time I hung up and re-called the same number back ( XXXX ) XXXX and was directed to the actual Wells Fargo XXXX Department. That woman that answered said although this was the correct number to call in and report fraud they do not make calls from that number, which was unknown to me until that time. I told her that before I was locked out I could see a pending {$25000.00} wire transfer that I did not authorize. She put me on hold and told me she was calling the receiving bank to notify them of the fraud and freeze the wire. Apparently that was not a true statement as I received a letter from Wells Fargo on XX/XX/2021 stating the money was gone and it was my fault and the money would not be refunded to me. I have since called and spoke with the Wells Fargo investigator ( XXXX XXXX ) who said that they can't freeze wires and since they were able to initiate the wire it was pretty much my fault. I did not authorize Wells Fargo to wire that money. I did not approve of the authentication process they used. The XXXX said he would reopen the claim, but I do not trust that Wells Fargo will do anything about it. My Wells Fargo claim # is XXXX. I have also filed a police report ( # XXXX ) with the XXXX XXXX, Minnesota police department. They said there was nothing they could do. 

The only information I can see regarding the transaction is : XXXX XXXX # XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX # XXXX XXXX # XXXX. Wells Fargo has not been overly helpful in providing information or resolving this issue.

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