Consumer complaint received 2023-12-23
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/23 I was contacted by someone who identified themselves as a XXXX  of the Wells Fargo XXXX Department stating there had been a large request to XXXX  money via XXXX in the amount of {$3500.00} and multiple transactions for XXXX Case transactions via XXXX XXXX for {$2500.00}. The number they called from was verified by XXXX  to be the same number that was on the back of my Wells Fargo XXXX XXXX. I told the man on the XXXX  I did not approve XXXX  XXXX XXXX or XXXX transfers. He told XXXX  XXXX  had to be posted to the account in order to refund them and that he would push them through and to wait XXXX minutes after XXXX  posted to initiate the reversal process. During this process XXXX  call was disconnected and I called them back only to discover Wells Fargo stated they did not initiate the XXXX  about the transfers and that it appeared XXXX XXXX a victim of fraud. They immediately closed my account and we opened a new one on the phone and transferred what was left of XXXX  money to the new account. The rep stated they would open a XXXX claim for me for the apple cash transactions and the XXXX  transfer and she and transferred me to the XXXX  department. I explained what happened and they put the dispute in and said XXXX  would refund the stolen money. The next day there was still no claim for the XXXX, only the apple cash transactions. I called them back and was told it takes XXXX business days for the refund process and they did not handle XXXX, and transferred me to yet another XXXX That XXXX put the XXXX claim in and asked me some questions about if I had lost my phone or was it stolen and if I had a laptop and if so was it stolen. I dont remember all the questions. A few days later they denied XXXX  refund stating I authorized the transaction. I called back and the rep put in an appeal ( i believed she called it ) and that the other transactions were still under XXXX  but would issue a XXXX  credit in the meantime. They denied my appeal XXXX  later stating they believed I authorized the XXXX  transaction. Today XX/XX/23 I received a letter in the mail stating that they were taking the money back that was credited for the apple cash transactions because they beleive I authorized the XXXX XXXX transactions. I am a single mom with XXXX kids and would under no circumstances voluntarily give away over {$6000.00} of our money to XXXX. They did not " investigate '' any of the charges or they would have provided me with the reports I asked for the XXXX  time they refused to refund XXXX XXXX. And they would know that I did not and would not have made those transactions. They also stated they were not responsible or liable for XXXX fraud. I just want my money back which would be very easy to track down since this was all done virtually and you know they can trace where the money went. XXXX of the reps even said to XXXX  after my XXXX or XXXX the daily call to them that XXXX  " should be happy with XXXX  crediting XXXX  the {$2500.00} because at least XXXX got something back ''. Which XXXX  now are taking back from me and leaving me with over {$6000.00} of money 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