Consumer complaint received 2023-11-20
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023. At XXXX XXXX I received a phone call From a Wells Fargo phone number XXXX XXXX XXXX. This number comes up on my phone as Wells Fargo, and when you call it back it is a Wells Fargo number not Spam. I was on a phone call with a gentleman who said he was a representative of wells fargo, regarding my bank account activity that was flagged as suspicious activity. Once the gentleman said that I personally locked my card while he was on the phone explaining to me. He was going to freeze the card and send one out immediately. I did not see anything wrong with that. Considering that is protocol with any bank. The gentleman knew about my account. He told me about the transactions that were in my account. He Placed me on a brief hold came back and said I'm going to send you a text message to your phone number. I never received the messages at which time I went to my email account and saw that my card had been turned back on as well as another email stating a approval for an increase for withdrawal amount. The gentleman that I was still on the phone with at this time he did not know I was seeing my emails. I never told him I was seeing my emails. He asked about text message once the text message came on my phone I said I received a text message. All I was supposed to do was text the letter. Y. For a purchase that was done on the date that he me gave on XX/XX/XXXX or sometime prior to this phone transaction. He asked did I receive another text I said no Then placed me on another hold, he came back saying your new username is and your temporary password is which now is not normal and Right at that moment another email came about my contact information was updated to last XXXX # XXXX phone number which definitely is not mine. The person came back and the call mysteriously dropped. 
I call the exact same number right back XXXX. Another person answered the phone I stated what had just happened only about the last representative and that the call dropped, the new representative was told by me I was locked out of my account while the other person before him was helping me. He helped me with the issue however, when I got into my account it was emptied of all of my money from disability that was just Deposited. I told him that right away and he said it was going to put in a claim as well as saying he also could see the emails. 
The next day XXXX the thirteenth, which was a Monday XXXX. I went straight to a Wells fargo branch XXXX XXXX In XXXX virginia and ask to speak to the branch XXXX. XXXX XXXX branch XXXX of Wells Fargo took me in her office. I explained to her that an employee of Wells Fargo had emptied my bank account. She proceeds to tell me that oh, you were hacked. My number gets hacked a lot and I told her no I was not hacked I showed her the phone number as well as the emails. However, it was more of it couldn't been someone that worked here. You had to be hacked. I then said to her. Maybe you all were hacked and you all don't know it yet. Maybe I was the first to bring it to your attention. Maybe that could be the case. So she sent me to the front to talk to a representative at the front desk so she could start a claim and Close my account. My question is why couldn't the branch manager do? The same thing since I felt more comfortable in a closed room. Giving out information I even told her I know my social security number has been compromised since my information is in your system She said doubt it. XXXX XXXX proceeds to write me a letter stating that the above client has her banking accounts with Wells Fargo, and she's a victim of online fraud scam. A fraud department is in the process of investigating the scam. 
On XX/XX/2023 at XXXX XXXX I received a phone call from an XXXX. This number comes back to a Wells Fargo as well. This is the compliance management office the person named XXXX left a phone message. With a case number of XXXX. Not knowing who or why this particular number showed up. I let it go to voicemail. I got the voicemail. Return the phone call no answer. I left a message. I called on the XXXX of XXXX and left a message. I called on the XXXX. Of XXXX and still did not speak to a miss XXXX. On XXXX the XXXX at XXXXXXXX XXXX I received a phone call from ( XXXX ) XXXX. That number comes back to Wells Fargo phone number. The person, on the other end, stated his name was XXXX. He was an XXXX working for me. He told me that he saw the complaint and to tell me what happened. I explained everything to him. He goes on to say that that number doesn't call anyone. That number is only for people to call into and I told him. I've received several calls before coming in from that phone number told me that I couldn't have then I said im looking at my call log. XXXX XXXX then told me that Wells Fargo Doesn't tell anyone this, but that number can not be used to make phone calls to you, He then proceeded to say that the number could have been hacked. And I told him when the phone called disconnected. I just hit the redial number and got Wells Fargo again. I then proceeded to tell him that. I believe that my social security number is compromised. He goes to tell me no if it was an inside person. They would have had to sign into this thing. And that thing and what makes you think that 1 person can do this and I told him. It's not a 1 person thing, it's more than 1 person. He then proceeds to say to me. Well, why would they pick you when we have customers that have hundreds andcthousands of dollars? Why not Take money from them why pick you out, I said when you XXXX somebody is your first job gon na to be XXXX XXXX first or are you gon na try small to see if you can get away with it. He told me that they were gon na do an investigation. He also said that they will get in contact with me and he will let me know what's going on because he again works for me. 
On XX/XX/2023 at XXXX. I tried once again to contact miss grace from the XXXX XXXX XXXX XXXX XXXX to no Avail. She wasn't there. I got transferred to someone named XXXX. What's the person answer the phone? He introduces his self as XXXX XXXX I said well. I don't know if you're the same person I talk to before. However I haven't been able to get a contact XXXXXXXX XXXX regarding my claim, he goes to tell me. XXXX is short for XXXX and I said to him well. I wouldn't have known that he said. I spoke to you before and they are still investigating your case. And I go to tell him that I am out here with no money. XXXX funds during the holiday. Why is it that No one can tell me what's going on. At this time, I'm really feeling like it really doesn't matter to them that my money was taken from me when I'm sitting there. Telling them it was done while talking to someone from your company with emails to back it up. So I'm at my wits end with Wells Fargo, and how they're handling my case. I have sent complaints to the XXXX XXXX XXXX the Federal Trade Commission as well as the XXXX XXXX XXXX XXXX. My next complaint is to your establishment and then on the the Attorney General 's Office. And if I have to I will go to the news. I will try to find a lawyer who will Help me if they can do it with no Money out of my pocket unless I WIN. I am disabled and get a monthly check so what am i supposed to do tell the bill collectors hold on Wells Fargo is taking their time investing a crime against me by them.Because if they done this to me they've done this to a lot of other people. This needs to be dealt with to the fullest extent of the law Civilly and criminally.

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