Consumer complaint received 2022-06-13
Company: WELLS FARGO & COMPANY
State: DE
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
ACCOUNT HACKED AT WELLS FARGO My name is XXXX XXXX XXXXOnline acct. hacked on XX/XX/22 for {$990.00} and hacked again on XX/XX/22 for {$990.00} and {$990.00}, {$83.00} in my checking-they went to my XXXX XXXX XXXX and took out enough to cover the {$990.00} and the Hacker on XX/XX/22 - 2 transactions {$990.00} and $ XXXX this time WELLS FARGO decided to take it out of my credit card which I have no knowledge it was connected-if there was no money in the checking account to cover the {$990.00} did they think it was ok to charge that account again and that didnt bring up some sort of a flag. reported info. to bank who told me to do a stop pymt., notifying me that the hacked took to money from my account and sent it over to my account at XXXX  XXXX and they were not smart at all, I said I don't believe hackers can do all that, to much hacking for me to believe, they said they would contact XXXX  XXXX and have them return the money, I contact XXXX XXXX and notified them numerous times and said no extra money has come over. 
I looked at the bank information and realized Wells Fargo had sent the money to acct. ending with XXXX which was not associated with my account., only having one associated acct. with XXXX XXXX. 
XX/XX/22 called customer to inform them of the last 4 of acct. ending XXXX was not my account and was informed the bank had close my case and blamed me or an associate for hacking my account and sending money to XXXX XXXX. 
XX/XX/22 went to a branch because it was hard getting info. from customer service other then notes that was read to me stating hacker send money to my account and closing my fraud case.The Banker XXXX XXXX XXXX XXXX stated to me a Fraud Case had never be established and no investigation was never done and Wells Fargo denied my Fraud Case talking to me over and over again and a fraud case was never established or one investigated, I REALLY THANK XXXX for all his help, got little help else where. 
I established 3 case for the $ XXXX $ XXXX {$990.00} with case numbers ON XXXXWells Fargo needs to be investigated, how many time has such happen to the consumers, when they send money from accounts and don't know where the money is going or were it should go to. 
WELLS FARGO sent money from my account to an account not affiliated with my account and as a consumer I should not have to wait for they to figure out who they sent my money to.XXXX  XXXX stated to me that Wells Fargo sent the money to acct. ending XXXX and should replace the money. 

Don't know if this is the standard practice, but this practice should be looked into, i'm waiting to hear from the bank. 
Problem started with the withdraw from acct. XX/XX/22 Contacted the Wells Fargo Advocacy Dept. XXXX Bill Pay Claims XXXXXXXX XXXX XXXX XXXX XXXX-Consumer Financial Protection Bureau 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 explanation