Consumer complaint received 2023-02-09
Company: WELLS FARGO & COMPANY
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/22 I was contacted by someone XXXX claiming to be from Wells Fargo, asking me about transactions that were being made in a different state by a women named XXXX, if it was me or someone I knew. I said no, then they proceeded on telling me that they will have to cancel my debit card and they will send me a set of messages to verify that it is me. I then received a text message from the phone number XXXX. The message alerted me that there was fraudulent activity on her account. The text message requested that provide my password for her account to prove it was her. I texted the phone number her password. I was advised that they would be freezing my accounts, so I would not be able to login into my online banking and canceling my debit card due to the fraudulent activity. Id have to wait for my card to come in the mail, then call the bank to reactivate my account and change login and password. I waited to receive a new debit card and when it didn't come in a timely manner XXXX XXXX XXXX XXXX I checked her online bank account. At this time, I realized I was not locked out of the account like the person claiming to be from Wells Fargo stated i would be. I then observed someone had requested a cash advance on my credit card for {$7400.00} to my savings account, which maxed out my credit card and wire transferred {$10000.00} from my savings account to a " XXXX XXXX ''. I went into Wells Fargo branch reported the incident on XX/XX/XXXX. The Banker helped me file a fraud complaint and cancelled all my accounts and advised me to freeze my credit, which I did. The next day we opened all new accounts and waited for the fraud departments response. About 2 weeks and half later Wells Fargo advised me via letter they could not prove it wasn't me doing the transfers due to the person knowing her banking information and that they tried to retrieve the money from the entity where it was transferred to they couldnt and therefore they could not reimburse me the money. I called Wells Fargo several time attempting to explain that it wasnt my doing and after being transferred to 10 different agents, I returned to the Branch where I talked to the banker, and he submitted an escalation for my complaint. About another 2 weeks and half after calling the representative about 5 or 6 times, I was then told that I needed to file a police report because they can not help me. So, on XX/XX/XXXX I went to the XXXX XXXX Police department, and I submitted one. The detective has tried to contact Wells Fargo several times and left a message, but no one got back to him. So I had to call them and figure out the right number for the detective to call. After being transferred to 2 other agents I was finally given the right number for him to call XXXX XXXX XXXX XXXX XXXX so I have provided the number to the detective who told me that they asked him to send and email and he sent it and he is waiting for an answer from Wells Fargo. It has been 2 weeks now and I have not obtained any update from the detective. The total loss is {$18000.00}.

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