Consumer complaint received 2022-06-10
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am a XXXX XXXX XXXX widow and have banked with Wells Fargo for over 30 years. I was a victim of fraud and ELDER ABUSE, Wells Fargo bank failed to recognize several red flags as will be described below and this has caused severe distress and financial ruins based on their lack to take additional steps and stop to identify clear red flags. Based on my age that is in the account record locator it should have been obvious that this was a fraudulent Transaction. This is elderly financial exploitation!!! 
XXXX XX/XX/2022 I received an email XXXX  XXXX stating I was being charged {$350.00} for a defender service. The email stated that I call a number if I didnt want the service so I did. The gentleman proceeded to tell me that he would need to access my account through my computer. He then said he would refund the money in doing so. I then received a wire transfer to my account from him for {$35000.00}. He said he made an error, and that i needed to go to the bank right away to send the money back. He told me what to say. At XXXX I proceeded to Wells Fargo Bank . XXXX XXXX was the advisor that helped me. The international wire transfer of {$34000.00} was initiated at XXXX. I proceeded back home where this gentleman XXXX XXXX called me again. He then told me i could not access my computer OR my bank account until XX/XX/2022 at XXXX, and that if i did i would lose all my money. I called my daughter at XXXX to tell what had happen. She immediately went into distress. 30min later she was at my house. I was on the phone again with XXXX and he kept telling me NOT to do anything but wait. My daughter also spoke to him and he told her the same, not to do anything. We hung up and called Wells Fargo Bank to report this fraud. We tried to go into the branch but it was already XXXX, and the branch was closed. We called back the fraud dept and XXXX was helpful to close my accounts. XXXX said we would have to visit the branch in the morning to discuss the wire transfer. Today XX/XX/2022 i visited the Branch at XXXX. XXXX was there to assist again. My daughter explained to him that this is Elder abuse and that proper protocol was not followed given the extensive training for these situations. This is my life savings. I am retired and have minimal income. I feel i was not profiled enough to see that i was in distress as an elderly woman. My banking history was not pulled to see that XXXX XXXX I am a XXXX XXXX XXXX widow and have banked with Wells Fargo for over 30 years. I was a victim of fraud and ELDER ABUSE, Wells Fargo bank failed to recognize several red flags. My history was never pulled to see that Ive never wired money in the 30years of banking with them. 
Ive had to change my accounts, phone number, email and take my computer to get restored. This is complete elder abuse

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