Consumer complaint received 2023-07-24
Company: WELLS FARGO & COMPANY
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2023 at XXXX am, I received a text message from a number : XXXX ( XXXX ) XXXX that stated " Wells Fargo Bank : Did you attempt a transaction for {$3500.00} XXXX Reply Yes or No. Reply HELP for help or STOP. Data & Msg rates may apply. '' I replied NO and shortly received another message stating " Wells fargo Bank Fraud Department : Due to The ( No ) Response, A Representative will be contacting you shortly. Msg & Data rates may apply. I immediately called Wells Fargo Customer Service ( XXXX ) and during the phone call, I received an incoming call from the same Wells Fargo Customer Service number ( XXXX ) ; I hung up the first call and proceeded with the second call ; I was told that I was talking to a representative named XXXX XXXX who was going to help me get my money back. During the conversation, he already had my card information and was explaining to me the process of how the {$3500.00} was going to be refunded. XXXX minutes later into the call, he transferred the line to another number ( XXXX ) while I was being put on hold from the first call. He then instructed me to go through my Wells Fargo XXXX banking app and add the recipient named XXXX XXXX ; he stated XXXX XXXX works for the XXXX XXXX Department and will be returning the {$3500.00} back into my checking account. Before the transaction, he brought up my debit card number to make sure that was the card that was being used. He repeated the first XXXX numbers on my debit card and then asked me to repeat the rest of the numbers. After exchanging the debit card information he then instructed me to send {$3400.00} to XXXX XXXX with the number ( XXXX ) through XXXX. After the transaction, the representative XXXX told me my account will be on hold and I will be receiving a new debit card in the mail. The conversation ended with XXXX stating I will be receiving a call from Wells Fargo Customer Service about the update on my account. The official call ended at XXXX XXXX. At XXXX XXXX, I called Wells Fargo Customer Service to see any update on my account; finding out there was no call recording the scam incident. I then had to file a debit fraud claim through the Wells Fargo fraud department explaining the incident. On XX/XX/2023, I received my fraud claim letter from Wells Fargo stating the case is closed because I made and approved the XXXX transaction to XXXX XXXX ; Wells Fargo Fraud Department stated they contacted XXXX for the refund. However, XXXX declined the refund because their policy stated they dont cover buyers protection. After contacting a Wells Fargo management branch, I was told to file a police report. On, XX/XX/2023, I reopened my case again to send the police report. However, my police report was put on hold because only the Wells Fargo Fraud Department could request the report instead of me submitting it to them.

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