Consumer complaint received 2022-09-30
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been a customer of your bank for over 15 years. I was recently scammed by a seller that was impersonating the correct seller. Their XXXX profile was exact, including the same website and photos, including descriptions. I made three purchases with them through XXXX, and they told me to pay with XXXX XXXX XXXX  This is what I have done in the past with trusted sellers, and always received my items. One of my friends noticed the seller 's ID was different than the one she had, and immediately I confronted the seller who told me to stop the XXXX dispute and that they would refund me in full. At this point, XXXX had already denied my claim since the transaction was through XXXX XXXX XXXX. The scammer saw that the dispute was closed and blocked my account and never refunded me. I called Wells Fargo, the bank I trust with my money to rectify this situation, and instead was told since it was an authorized charge they can't do anything about it. This is close to {$1000.00} I was scammed out of and banks are supposed to have their customers ' best interest, and this is why we use them. I have already gone ahead and filed a claim with CFPB, Consumer Financial Protection Bureau, with the government for XXXX, and will be filing a claim with CFPB with Wells Fargo as well. 

Screenshots of transactions and conversations with the fraudulent seller : XXXX XXXX XXXX Dates : On XX/XX/XXXX message seller inquired about a product On XX/XX/XXXX purchased the product with the email, the seller gave me through XXXXXXXX XXXX XXXX  XXXX XXXX XXXX price : was {$440.00} plus {$4.00} XXXX fee XXXX 

On XX/XX/XXXX The seller told me my order was being prepared and that if I bought anything else it would be 30 % off. I got happy and placed another order for {$390.00} through another email the seller gave me through XXXX. 

On XX/XX/XXXX, I took advantage of the 30 % off and purchased one more item for {$110.00} plus XXXX XXXX fees through XXXX with another email the seller gave me. 

On XX/XX/XXXX, discovered the seller was a fraud and confronted them through wechat. They told me they would refund me in full once I cancel the XXXX dispute, which had already been denied. 

On XX/XX/XXXX continued to talk to the seller about refunding me until XXXX XXXX until they eventually blocked me. 

I called XXXX twice and emailed. Both phone conversations were with someone in another country who refused to help me. 

I called WellsFargo and made a claim and was transferred to the claims department where they told me they aren't liable for me being scammed and my claim will be denied. 

This was money I had saved and was thinking I was purchasing through a trusted seller. 

I would like this matter resolved immediately and for me to be refunded. XXXX also told me I had to contact Wells Fargo. How can customers trust banks that don't cover or protect them in these situations when we trust you with our money? 

I look forward to hearing from you and hopefully, this will be resolved in a quick manner.

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