Consumer complaint received 2022-11-12
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/2022, I experienced a very unusual case of wire fraud through the Wells Fargo XXXX Banking platform. 

As I left a target store, I received a text from Wells Fargo asking me to verify a recent purchase. 
The text was not legitimate but at that point I had no idea. I responded with NO, since I did not make the purchase. 

I then called wells fargo and heard my current business checking balance through the automated system. It was {$4000.00} dollars short so I continued to hold for a banker. While I was on hold, a XXXX number kept calling me. I assumed it could be the bank so I answered. A man claimed to be from the Wells Fargo Fraud Dept and needed to confirm suspicious transactions. 

He asked me to confirm my identity by sending me a text message to my cell. This is something that wells fargo does do so I still did not think anything was suspicious. I gave him the XXXX digit code. He then proceeded to read off my recent transactions. Apparently at this point, the person I was speaking to had hacked into my online banking using my username and password which I NEVER gave him. He made a {$4000.00} transfer from my business checking to my business savings before I began speaking to him on the phone which is why my balance was incorrect and the scam was more believable. 

Since the person was inside of the Wells fargo online banking platform, he immediately changed my password, turned on the wire transfer feature, added himself as a recipient, then transferred my entire business savings balance to himself in under XXXX minutes. I realized what was happening because wells fargo sent me XXXX emails showing the changes being done in my account. There was a slight delay so by the time I saw the emails it was too late. 

The worst part of this scam was right before I realized what this person was doing he had me enter a code. I thought it was strange but he said it was a new security feature to link your cell phone to security updates. I entered the code ( # *XXX** # ) symbols and numbers then realized this person gained remote access to my cell phone. I hung up and tried signing on to my online banking but couldnt because my password was changed. My phone settings were different as well. 

I called Wells Fargo and reported the incident. I was on the phone with a person from the wire fraud dept for over an hour sharing the details. The person said that she would attempt to do a wire recall and fraud investigation. 

Once again, I never gave anyone my online banking user name or password. In fact, I dont even know my password since I have it saved in my XXXX XXXX chain. This must be an inside job of some sort since the perpetrator already had all of my information before I began speaking to him. Without my online banking information, this person would have never been able to complete a wire transfer. I dont know how the person could have obtained my info since I only sign on to my wells account from my computer at home and through the app on my phone and neither device had been stolen. I also had both my debit cards in my possession. 

When the perp gained remote access to my mobile device, all calls and text messages intended for me were being sent to him. XXXX of my clients happened to call and she ended up speaking to the scammer. He told her I was being held hostage and if she ever wanted to see me alive again, she would need to pay him money. My client panicked, hung up, then called the XXXX XXXX  XXXX. She reported the issue resulting in XXXX police officers doing a wellness check at my home. I have proof of this incident, police officer testimony, AND multiple witnesses. 

The worst part is that wells fargo never asked me for the police information. They never called to verify the wire was being done by me. I have never used the wire feature in the 10 years I have had my account. I have also never logged in from an unknown device located outside of where I currently live. I have never made a transfer to a domestic XXXX account and have NEVER added the recipient 's name to any other transfers. Basically, this entire situation should have been red flagged immediately since several things were very different compared to my usual banking habits. No one called me, no one verified the transfer. 

After 30 days of wells fargo pretending to investigate the transfer, they sent me a letter saying since my user name and password was used, I am liable for the funds. This is absolute rubbish!!!!! I have proof that I am a victim of fraud. I want my money back! This happened because of the banks platform being compromised and wells allowed this to occur without my approval. 

I have tried going into the bank to escalate the claim and speak to management. Each time I do this I am told someone from wells fargo will contact me. No one calls. No one is allowing me to appeal this issue. I have never been treated so poorly in my life. The total amount stolen was {$24000.00}. 

I need your help to try to get the funds reimbursed but at the very least, to tell others about this scam so they can protect themselves. Please help!!!!! 

_____________________________________________________________________ List of Actions Taken/Timeline/Witnesses : XXXX XXXX XXXX My online banking was hacked XXXX Reported incident to wells fargo immediately. Filed Claim & Wire Recall ( Claim # XXXX ) ( Wire Recall # XXXX ) XXXX XXXX XXXX XXXX XXXX Police XXXX report kidnapping ( case # XXXX ) XXXX Phone Wiped to remove malware from XXXX @ XXXX XXXX XXXX Contacted FBI- They rerouted me to FTC to report a claim XXXX Reference # XXXX ) XXXX Went into XXXX ( XXXX XXXX ) location to check on claim status-no info given. Original accounts FROZEN, opened new personal & business accounts XXXX Called Fraud Dept to check on claim-no info given XXXX Called to check on claim- Agent read me the investigation results ( letter attached ) stating I am responsible for the wire XXXX My father and I go to XXXX XXXX ( XXXX XXXX in XXXX, CA ) I add him to my accounts so he can speak on my behalf. We make a formal complaint to the bank regarding the investigation and I demand the funds be refunded. 

XXXX Receive an acknowledgement email regarding my complaint. States I will receive a call within XXXX business days XXXX I sign up for ID XXXX monitoring website, freeze all XXXX credit reports XXXX Removed all funds except for {$25.00} in each WF account. Opened new accounts at a different bank XXXX Contact XXXX on your side for mediation assistance and public exposure of XXXX Wire Fraud XXXX XXXX XXXX XXXX XXXX XXXX XXXX calls ( Over 10 days later ) references case XXXX ( Phone # XXXX ) XXXX I called XXXX two times and left vm. Have not heard back XXXX Formal complaint written to Consumer Financial Protection Bureau ( Wire is covered under regulation XXXX ) Identity Theft Affidavit sent to IRS and accountants Identity Theft Affidavit sent to Social Security Contacting Bank Negligence & Wire Fraud Law Firms Writing Letter to XXXX XXXX CA Attorney General _____________________________________________________________________ Witnesses : XXXX. XXXX XXXX XXXX client of mine who called my phone while all calls were being forwarded to scammer. ( XXXX ) Police XXXX XXXX : 1. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX 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