Consumer complaint received 2022-08-23
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I was contacted by someone who said they were calling from XXXX XXXX  Fraud department. They said there had been an attempt to wire {$50.00} XXXX out of my account, he said that the account was now frozen and in order for me to have access to my funds and release the freeze I had to log onto my app and fill out the wire section and put myself as the beneficiary so that the money would be able to come back to me. They provided the account number and the exact dollar amount that was in my account. I was apprehensive about providing information and they said that I could verify they were calling from XXXX  as the number they were calling from would match the phone number on the back of my debit card. I did verify this and it was a match. phone number was XXXX XXXX XXXX. I refused to provide any other personal information which he said he didn't need but that I needed to go onto my XXXX app and open the wire transfer section, he said I would receive OTP codes and to not read them out to him for my privacy and safety. He kept me on hold for almost an hour telling me he was running a scan to make sure that my account could only be accessed from my phone. I got a bad feeling and immediately hung up and called XXXX  fraud myself. I provided the name he provided and his ID number he gave me. He said his name was XXXX XXXX and ID number XXXX. XXXX told me this was a fraud and nobody with that name works at XXXX. We immediately flagged the wire and opened a claim # XXXX. We then went to the branch and spoke with a banker who advised us the wire was pending and they would try to stop it. The next day I logged into my account to see the wire of {$50.00} XXXX XXXX Dollars had been approved and gone through. I made contact with XXXX XXXX department daily over the phone and secure message and was given no information. Wells Fargo reached out to me on XX/XX/XXXX to ask if I had opened an account with them in my name and intended to wire {$50.00} XXXX to that account. I assured them this was not me and to please secure the funds as best they could as it was a fraudulent account and transaction. They told me they would do so providing me with the phone number to the prevention center XXXX XXXX XXXX and a reference number of XXXX and to let XXXX know they needed to send a recall for wire fraud to Wells fargo so that we could get our money back. I did this immediately and provided this information to XXXX XXXX on XXXX said they were sending us a Packet 43 to fill out and return, we have never received this. On XX/XX/XXXX I went to XXXX bank in person to have the banker print out the Affidavit, I signed it and he faxed it back. I have called XXXX daily to try and get an update, I am told " they are working on it '' We have had no reassurance that we will recover our money. On XX/XX/XXXX I contacted Wells Fargo bank again, they informed me they were waiting on XXXX bank to initiate contact and to request a recall for the wire fraud, they are not my bank so can not initiate the recall and need XXXX  to make the contact so they have a letter of indemnity on file. I called XXXX to find out what the hold up is and they say they are waiting for Wells Fargo! I'm not sure what to do at this point. It has been almost 3 weeks and we still don't have our money back. I have opened a complaint at the complaints and escalation department at XXXX XXXX. I am dealing with XXXX  and contact her on XXXX Ext XXXX My case number is XXXX XXXX. I was advised by her that reporting this to the authorities may help us recover our money. I require that the FBI investigate this fraud and endeavor to trace the perpetrator. Please let me know what further information or documentation you require to help in this case. 
I have been in constant contact with both XXXX XXXX  and Wells Fargo Bank but am receiving no real assistance. In my latest conversation with Wells Fargo today, they told me that there was a miscommunication on their part and that there was no account in my name, I then told them that the account that had received the funds was then the Fraudster. They informed me that they could not disclose to me the identity of the account holder to which the stolen {$50000.00} was wired from my XXXX account. They indicated that they could only disclose that information to law enforcement. Clearly this individual is the person who committed the wire fraud and I would request that you urgently contact Wells Fargo Bank to obtain his identity and possibly apprehend him. Both Banks are doing nothing to return my money and are threatening to close their files.Wells Fargo Bank state that they will only keep the matter open if they are contacted by law enforcement. Can I please make a very urgent appeal that you telephone Wells Fargo BAnk as soon as possible, as further delay could result in the stolen money being irretrievably lost. The contact details of the person at XXXX XXXX  dealing with the matter are as follows : Name : XXXX XXXX XXXX XXXX XXXX Police Report case NUmber 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