Consumer complaint received 2023-07-17
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023, I was on my computer searching for the flight status of my wife. The computer started flashing stating that it was compromised. I panicked because I needed to track my wife 's flight. It showed a telephone number I should call and XXXX will help me sort it out. 
I called the number showing on the screen. It was immediately answered by a male voice identifying himself as XXXX support. It coaxed me so he could take hold of the computer. I did and he said that a virus was in my computer and proceeded to show me a lot of computer information including transactions taking money from my Wells Fargo savings account : {$4500.00} & {$9800.00} from a XXXX. He said that it shows that I approved the payments. I started panicking even more! 
He said he can help me call Wells Fargo and alert their Fraud Unit to stop these transactions before they are taken from my account. Another male voice came on the phone stating that his name is XXXX XXXX and that his telephone no. is XXXX. He assured me that there are protocols that need to be followed to help me. He kept on telling me not to panic and they will do everything to help me and that I will keep my cell phone open to give me instructions. I was already in panic mode and he kept on saying that I should relax. After some time he told me he will transfer the call to his supervisor and gave the number to call if we were disconnected, which was XXXX. We got disconnected and I called the number. It was answered by another male voice who said his name was XXXX. He said for me to follow his instructions so he can connect to my computer. He was able to bring out my bank account with my current balance of {$28000.00}. Then he asked me if I have a checking account and I answered yes. He told me to transfer {$28000.00} to my checking account which I did.

He said that the Federal Reserve has protocols to ensure that my accounts wont be taken by creating an alias account that will be computer generated while they are investigating and 3 to 5 days after they completed their investigation my money will be returned to my bank accounts. 
He kept on telling me that the Feds had to be involved. He told me that my computer and my cell phone were compromised so keep my line open while he was in contact with the Feds.

He said not to tell anyone about this until the investigation is completed because they suspected that people close to me were being monitored and the employees of the bank that I go to are also included in their investigation. He came on the line again and and gave me instruction on how the alias account that I would transfer my funds to would be handled, that I should ask the bank teller for a domestic wire transfer to XXXX XXXX XXXX The details were as follows : Beneficiary Name : XXXX XXXX Account Number : XXXX Routing Number : XXXX Bank Address : XXXX XXXX  XXXX, XXXX XXXX, CA XXXX Beneficiary Address : XXXX XXXX XXXX, XXXX, CA XXXX Amount of wire transfer : {$26000.00} He said that when the bank asks the purpose of the transfer, I will state that I am helping my XXXX with his business. So when the Banker asked for the purpose of the transfer I said exactly that. 
After I got home from the bank, he told me to scan the receipt of the wire transfer and also my my drivers license, which I did So when my wife woke up the next day, I told her everything that transpired. Immediately, after breakfast ( XX/XX/XXXX ), we went to the bank to claim a wire recall. We were in the bank until after closing, about over 3 hours, but all the banker did was to change my bank account numbers because the fraud person that she called kept on putting her on hold and then transferring to another employee until closing time. All we got was a claim number, but the banker who was helping us said it is very slim that I get back my money.

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