Consumer complaint received 2023-04-22
Company: WELLS FARGO & COMPANY
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/, at XXXXXXXX XXXX  Imposter who identified as a Well Fargo Fraud Department employee was calling from a number, I saved in my phone contact XXXX ( XXXX ) XXXX. Imposter reference to the reason of the call is regarding two suspicious credit card purchases was being made in XXXX and an online wire transfer was setup in my bank account ( I have never heard of an Online Wire Transfer options in my account ). She advised will sent an Advanced Access code text message to verify my identity as well giving her permission to use the security code access to my bank account. At the same time that I've tried logging into my Wells Fargo online banking account, but I wasn't able to login to my account. Therefore, I've reset my online banking password on my personal computer without her notice until I couldn't login to my account with my new password. Then, I asked her why I couldn't access to my online banking account with my new password. The imposter said due to the suspicious activities in my account and your account was being locked. She tried to provide a temporary password and I refused to use it because I reset my password again. During our conversation, I asked her why I havent received any security alerts and she said because my online wire transfer alert wasn't setup. The she provided me with a number to dialed and I heard the recording said your online wire transfer alert has been activated. Later that evening, I found out my calls was being forwarded to the imposter. 
Finally, I was able to login to my account with my new password. Then I followed her instructions how to send the money back to her so she can reverse it. Her instruction was select the Online Wire Transfer column, enter {$19000.00} USD and send. Therefore, I did exactly what the imposter instructed me to do. After that, she asked to speak with my spouse reasons because this is a joint account. Imposter put me on hold and call my spouse on her mobile #. Shortly after my call was disconnected and she was on the phone with my spouse requesting her the advanced access code. While my spouse was on the phone, I asked my spouse do not hang up the phone because she didn't give the case/claim # before the call is disconnected. Suddenly, my spouse 's call is being disconnected as well. We waited 10 minutes, and my wife pressed the same phone number which the imposter is calling from. The call went to Wells Fargo Fraud department which the number is legit. This is our very first time we've contacted the Wells Fargo Fraud Department spoke with the real Wells Fargo representative at XXXX from my spouse 's mobile phone. The real fraud department representative said our account was already being locked due to a pending online wire transfer case was being filed. He asked, " did we setup the online wire transfer '', and I referenced to a call from your fraud department at XXXX regarding the ID Theft and an online wire transfer fraud. and I told the real fraud department representative I was instructed by the imposter to send the suspicious the Online Wire Transfer to her so she can reverse it. That time, I'm realized we were being scammed and I told the fraud department representative do not release the transfer because we didn't intent to send it. He advised that we must go to the Wells Fargo branch to show any prove of our identity and he couldn't disclose any information with us. Then we left immediately to the nearest Wells Fargo branch in our town. After we met the manager, we were being questioning about did we receive call from Online Fraud department, do we have relatives in Florida, do we know the name of the person. Wells Fargo branch manager/banker have never disclosed to us any information but initiated a new checking and saving accounts. The banker said will take 10 days for the investigation. After I spent 4 days to update all my other account 's password and making sure the security alerts were setup correctly. Finally, I have time to go through all the email alerts in my account. Apparently, they took over my online banking account, changed my password, enrolled the online wire transfer, added two recipients and setup the online wire transfer from two of my credit card accounts total of {$16000.00} USD and {$2900.00} USD from my checking account. On XXXX XXXX XXXX I scheduled an appointment meeting with the Wells Fargo banker to find out what exactly going because Wells Fargo didn't disclose any information, they have not told us about the money was being transfer from 2 of my credit cards and cash was being transferred as part of the Online Wire Transfer. The Wells Fargo banker found out at the same time we called to the Fraud department on XX/XX/2023, at XXXXXXXX XXXX The fraud department called the number that was being forwarded to the imposter, and the last person who had control of my fund is the representative from Wells Fargo who released the transfer base on some questions they asked. I asked the banker what kind of questions you guys are asking but she didn't know, and I wouldn't be able to find out. Also, I said why the fraud department didn't request the imposter to show the prove of identity at the branch like us. 
Long story short, Wells Fargo have not taken any of our statement, each time they referred someone will contact us in 24-48 hours. Until today Wells Fargo fraud department representative had never contacted us but only received two claim denial letters, two claim denial emails from Wells Fargo bank regarding to no evidence found for the online fraud. That's the reason I contacted the Office of the Attorney General Identity Theft Program for advice. Also, led me to this complaint I filed today. 
I have all the call logs, test message, security email massage alerts and notes from the banker are documented so is my credit report checked found no breach or leaks of my Wells Fargo username. I have scanned every single device and found no virus, malware, or spyware either. Police report was filed yesterday per the Office of the Attorneys General recommendations because Wells Fargo said it wasn't required. On XX/XX/2023, I did file the XXXX and FTC reports because that what I researched online. 
The police report was filed on XX/XX/2023, at XXXX. Police report case # 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