Consumer complaint received 2022-12-15
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XXXX. At XXXX XXXX on XX/XX/XXXX, I received a text message from an unknown phone number stating to be Wellsfargo Fraud, asking for verification of whether an attempted XXXX payment in the amount of {$920.00} was authorized from my account. In response to receiving the above referenced text message, I called the Wells Fargo Customer Service phone number at XXXX ( the verified and correct phone number ). I informed Wells Fargo of my receipt of the above referenced text message and that I did not authorize any transfer of funds from my account. They informed me that there was no unusual activity on my account and that everything was okay. This should have been properly documented in the Wells Fargo accounting notes and should have triggered a fraud alert on my accounts. 
XXXX. After the XXXX minute phone call that I placed to Wells Fargo, at XXXX XXXX. I received an incoming call from the same Wells Fargo Customer Service Number that lasted XXXX minutes. The person who placed the call to my cell phone number was not a Wells Fargo employee but instead was a scammer. The Wells Fargo Customer Service number was used by the scammer to place a call to me, receive confirmation codes, and have discussions with me regarding my accounts. That customer service phone number was compromised and lead to further fraudulent action on my accounts. This can and should be verified by Wells Fargo call logs taking place on that date and time. 
XXXX. After receipt of that incoming phone call from the scammer, my personal cell phone was hacked, and all calls and text messages that were being sent to my cell phone number were then forwarded to the scammers phone number. We have proof of the call forwarding on my cellphone bill. Any and all calls and text messages attempts by Wells Fargo to call or text me on my cell phone number were now being forwarded to that unknown/scammers phone number. 
XXXX. Around XXXX XXXX after ending that phone call and realizing my cell phone was hacked, I went to the Wells Fargo Branch and alerted a XXXX XXXX XXXX of the attempted fraud and the series of events that have taken place. We spoke with the fraud team together that afternoon. The bank XXXX at the branch was included in all conversations that took place and had assured me that no funds had left my account. We filed a claim under claim number XXXX. 
XXXX. Later that afternoon, after speaking the support team on the fraud attempt and after filing a claim, I was informed me that Wells Fargo had approved of a transfer of funds from my account in the amount of {$25000.00}. We filed an additional claim for the recall of that wire under # XXXX. 

Despite having filed the initial claim under claim number XXXX, and a recall claim under claim number XXXX, the Wells Fargo Team still approved a transfer in the amount of {$25000.00} from my account without my permission. 

We were informed yesterday, XX/XX/XXXX, that Wells Fargo has refused to reimburse the {$25000.00} funds that were transferred out of my account without my permission. They stated that because they attempted to recall the funds from the receiving bank, XXXX, who didn't respond to Wells. Wells told us that we would need to bring this up with XXXX, who I am not a client of. Wells has failed to realize that it was their bankers and employees who allowed the wire to go through to begin with, despite me putting a fraud alert on my account, yet they refuse to insure the funds.

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