Consumer complaint received 2023-07-26
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:
On XX/XX/XXXX at approximately XXXX I received a phone call from a number I recognized as Wells Fargo fraud department XXXX XXXX ) as well as text messages detailing the fraudulent activity and messages with 6 digit codes with a link to what appeared to be an authentic Wells Fargo website. I was advised that an attempted cash advance/wire transfer was being attempted on my credit card account with Wells Fargo in the amounts of {$1100.00} and {$9000.00}. I have banked with Wells Fargo since XXXX. I currently have a checking account, 2 savings accounts, and 1 credit card. 
I was advised to verify the 6 digit codes shown as well as some proprietary account info to verify my identity. I was told that there was an issue with my notification settings and this needed to be fixed. I was provided a link via text which directed me to what appeared to be an authentic Wells Fargo website where I was advised to log in with my online user credentials in efforts to fix my online account issues. I was then asked to connect another individual on the line by forwarding the call to XXXX. After speaking with the second individual for approximately 30 min I was advised a new debit card would be issued and I would receive a follow up call regarding this dispute. 
The night of XX/XX/XXXX at approximately XXXX I contacted the Wells Fargo fraud department as a follow up call to this dispute after reviewing my checking account and noticed I was missing {$2900.00}. The representative I spoke to had no information to any prior conversation. No notes had been imputed in their system and no case had been opened for this claim. I explained the situation in full detail advising that I had been contacted prior to this call. After discovering the agent was unaware of any prior conversation I then asked to speak to another representative. The individual whom I was transferred to suggested that I may have been a victim of a phishing scam and asked that I call back during normal business hours so I can start a claim. 
The morning of XX/XX/XXXX I contacted Wells Fargo customer support and spoke to several individuals including an individual in the fraud department to initiate my claims. I again tried to explain and detail the situation including the phone calls and text messages as well as the {$2900.00} missing from my checking account. I was advised that I needed to personally go into a local Wells Fargo branch to prove my identity before pursuing my claim. 

Once I arrived at the local Wells Fargo branch I was advised to have 2 forms of identification and then the banker proceeded to close my checking account to re open a new one, and gave me new user access to my online account. The banker contacted Wells Fargo fraud department and detailed the claim on behalf before speaking with them myself to provide additional information ( two claim numbers provided : XXXX & XXXX ). I advised that I only use my cell phone as my primary access point when logging into my online account portal and a home computer that is used but used infrequently. I was advised that they would be able to identify the IP address as well as the location of the individual ( s ) who accessed my account.

I explained to the banker what had transpired on the afternoon of XX/XX/XXXX. I provided phone call records as well as text messages. I was told that the text messages appear to be from Wells Fargo and I should have nothing to worry about. I tried to explain in detail what my concerns were and that I felt it was suspicious to receive an outbound call. I was reassured that Wells Fargo DOES in fact make outbound calls in some situations. I was them advised to wait a provisional period of 5 days before the resolution is made. I also explained my concern regarding the {$2900.00} taken from my checking account. I was advised that a total cash advance of {$10000.00} was transferred into my checking account and {$12000.00} was deposited into a XXXXXXXX XXXX account with an individuals name ( XXXX XXXX ) tied to the transaction which I did not recognize or authorized on my account. 
On XX/XX/XXXX at approximately XXXX I contacted wells Fargo fraud department again to try and discuss my case to further the investigation. I attempted to detail the same information as well as obtain additional info regarding the fraudulent calls. Again, I was told to wait until the investigation has been completed. 

On XX/XX/XXXX I received a certified letter from wells Fargo fraud department explaining, weve completed research of your inquiry about a wire transfer request initiated through online banking for {$12000.00} on XX/XX/XXXX. After reviewing all the information available to us regarding the online wire transfer you are disputing, we have determined the the transaction was performed by you or someone using your user name or password. Under our online Wire Terms and Conditions, Online Access agreement and password.

As a courtesy, we initiated a wire recall on your behalf to attempt recovery of funds. Unfortunately, the beneficiary bank responded that there were no funds available to return. As a result, we are unable to reimburse you and have closed your claim. 
After reviewing the letter I contacted Wells Fargo fraud department directly to asked for a comprehensive detailed report as well as information showing IP address info and each time stamped log in attempted on my online account. I was told the case was closed and theres nothing that can be done. I was also NOT provided the requested information. I explained that a representative informed me if the online account was accessed on a device NOT recognized by me and Wells Fargo the IP address would justify my claim and show I was a victim of fraud. Again, I was told the case was closed. 

On XX/XX/XXXX I contacted Wells Fargo fraud department and customer support In Hopes to get some clarity on the dispute/claim. I was told theres nothing more that can be done. 
Later that evening I came across a special report covered on XXXX news. The report detailed a case just like mine. Caller acting as a bank representative calling regarding wire transfer fraud on this individuals account. The XXXX was contacted and is aware of the phishing scam. As well as Wells Fargo. 

To date this has costed me everything, up to and including, possibly losing my apartment, my credit score, accrued fraudulent debt as well as XXXX XXXXXXXX and loss time from work. Im on the verge of losing my job as well as my home because of this.

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