Consumer complaint received 2023-07-18
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
XX/XX/XXXX : received a call from Wells Fargo Fraud Detection ( that I later learned was most likely the scam ) inquiring about a wire transfer of {$9200.00} that had been initiated. The caller identified himself as XXXX XXXX employee # XXXX and proceeded to tell me he was putting a stop on the transfer and asked many questions regarding the supposed recipient - XXXX XXXX and referring to possibly a XXXX in XXXX FL. He put a stop on my ATM card and issued a new card and that this would be handled. I saw on the account that the transfer had been initiated. 

XX/XX/XXXX : received another call from the same number identifying as Wells Fargo Fraud Detection about another wire transfer. The caller identified herself as XXXX XXXX employee # XXXX. This was a transfer of {$7000.00} and also some XXXX XXXX transactions. I denied all of these and she said she was stopping them. This prompted me to go into my local branch and get some help. The local Wells Fargo verified the phone number that the calls came from and saw that the XXXX transfer had been stopped and the XXXX XXXX transactions were reversed. They also said the {$9200.00} transaction was in process of being investigated. I again adamantly denied any knowledge of the recipient or that i have EVER made a wire transfer. At that time we closed the compromised checking account and re-opened with a new account number. My on-line access was frozen at that time. 

XX/XX/XXXX : called Wells Fargo On-Line Banking and was able to re-establish my access with new user name and password after receiving the new ATM card. 
XX/XX/XXXX : locked out of my on-line access and had to wait until XX/XX/XXXX to return to the bank and re-establish on-line access and they issued me ANOTHER ATM card. 

XX/XX/XXXX : called the Wells Fargo Fraud dept to check on the status of the investigation and was told there was no claim in process as I didn't have a claim number. In all my phone calls and visits to the branch NO ONE had mentioned a claim number or asked if I had filed a claim. I was lead to believe the investigation was in process. I returned to the branch and asked why a claim had not been filed or why no one asked me about a number. The banker then filed an official claim and also filed an official complaint regarding the fact that no one had bothered to ask the simple question regarding an official claim/number. 

XX/XX/XXXX : called Wells Fargo Claims group and was told they issued a request to XXXX XXXX  to return to stolen funds. 

XX/XX/XXXX : called Wells Fargo Claims group to check status and was told the claim was closed stating XXXX said the money was gone and that account had been closed. Wells Fargo informed me that they had sent a letter on XX/XX/XXXX informing me of same but I had not received anything. They promised to have a Senior Escalation officer call me within 2 business days. 

XX/XX/XXXX : received e-mail regarding the Complaint and that they were still investigating and may take until XX/XX/XXXX to complete. 

XX/XX/XXXX : called the Wells Fargo Complaint dept and added the Claim closure notification to my Complaint. Told that I would be contacted in 1-2 days. Went into the branch same day and the banker also called Complaint dept and was told same. 

XX/XX/XXXX : received call from XXXX in Claims stating that they have been unable to retrieve funds and that I was scammed, case was closed and I should try reporting to local police. 

XX/XX/XXXX : received call from Wells Fargo Complaint to let me know they were working on second level investigation. My biggest complaint at this point is that not one Wells Fargo employee in person or on the phone ever asked about the filing of a claim and all stated they saw the investigation in process. 

XX/XX/XXXX : received call from XXXX XXXX, Wells Fargo Bank Senior Financial Crimes Investigator/External Fraud Investigations . She heard my concerns and saw all the documentation and that she is looking into it. Explained to her that we have been Wells Fargo Bank customers for more than 60 consecutive years and this situation has been poorly handled from a customer relation standpoint and we will most likely take our banking business elsewhere in the near future. 

XX/XX/XXXX : received an e-mail from XXXX stating they're responding to my concerns with a XXXX XXXX XXXX  message. I DID NOT click on anything and forwarded it to XXXX XXXX ( above ). 

XX/XX/XXXX : XXXX called and had received notice from a mandated reporter of elder fraud. They will send packet of info on next steps for resolution/restitution. 

XX/XX/XXXX : received packet of info. No response from WFB regarding e-mail that I forwarded.

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