Consumer complaint received 2023-05-16
Company: WELLS FARGO & COMPANY
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2023 someone gained access to my Wells Fargo Online Banking. This person called me on the phone number listed on my Wells Fargo account and already knew my account login name. I have never shared that login name with anyone and it is not my name or easily guessed. This person stated that they were a representative of Wells Fargo. I do not know who the person is, and I never gave anyone access to my account or account information. Between XXXXXXXX XXXX and XXXXXXXX XXXX ( in a different time zone than mine ) a " total account wipeout '' ( as described by a Wells Fargo employee ) occurred. 
This includes the following actions and time stamps in the time zone that the fraud was committed in. 
The time zone that I was in is two hours later. 
Account password was changed XXXXXXXX XXXX Online transfer initiated XXXXXXXX XXXX ( all funds from my savings account transferred to my checking account ) Wells Fargo Wires Enrollment Confirmed XXXX ( new enrollment for online bank transfers ) Wire Transfer Recipient Add XXXX Wire Transfer Initiated XXXX Your XXXX Deposit Account Has Been Updated XXXX Your Mobile Number is no longer active XXXX Transfer with New Account Number XXXX In addition to these actions, there were additional actions taken by the fraud doer. 
They used my Wells Fargo credit card and did a cash advance for the entire available balance of the card and transferred that to my checking account. This is a card that I do not use and have never done a cash advance with. 
In this short time my credit card was maxed with a cash advance and transferred to my checking, my savings was transferred to my checking, my checking account was enrolled in wire transfer and XXXX, a new recipient that I am not familiar with and have never interacted with was added to the transfer list. The entire contents of my checking account was transferred to this unknown person 17 minutes after and 28 minutes after I reported fraud to Wells Fargo. 
All of these items were not initiated or done by me and I did not give anyone permission to access my account or act on my behalf. 
I became aware of the fraud at XXXX XXXX in my time zone, which would have been XXXXXXXX XXXX in the scammers time zone. I contacted Wells Fargo instantly when I became aware of the fraud, and there is still fraudulent account activity that is time stamped 17 minutes after my initial contact with Wells Fargo. 
I have reported all of this to Wells Fargo. I was told by a Wells Fargo employee named XXXX on a recorded line on XX/XX/2023 at XXXX XXXX that the credit card activity was recognized as fraud and the funds would be revered and all late fees and interest will be reversed in 1-2 business days. This did not happen and is now not being acknowledged as fraud. I have repeatedly attempted to resolve this with Wells Fargo and received contradictory information and misleading information. 
A local Wells Fargo branch manager was able to detect that the IP address with which the wire transfer was made is connected to Wells Fargo. It is his opinion that this was done inside of a Wells Fargo Branch office. 
The recipient of the stolen funds is XXXX XXXX and the funds were transferred to XXXX XXXX, which is located in Texas. 
Why was this not recognized as fraud? I seldom use Online Banking, and I seldom use the credit card. I never use wire transfers or XXXX and I have never done a cash advance. My password and contact info were changed and all my funds were depleted entirely and none of this was flagged or considered to be suspicious to Wells Fargo? I want the funds reversed, I want the credit card fees refunded, and I want my credit report amended.

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