Consumer complaint received 2022-12-08
Company: WELLS FARGO & COMPANY
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
My XXXX account was hacked so i called XXXX XXXX about XXXX i XXXX  XXXX  customer service and called the number listed ( sent picture of what i called on XXXX ) .the so call XXXX tech said he could help me . He asked me to download XXXXXXXX XXXX XXXX  so he could help me on the phone.he said someone was trying to buy off XXXX using my XXXX XXXX and he said he could secure it.so he had me go to XXXX XXXX and asked if my wife had XXXX XXXX  i said yes.he said to put these numbers in XXXX and transfer from hers to mine, this was about XXXX XXXX and he said it looks good. Now put in XXXX and transfer from hers to mine again and it worked. So he told me to take my bank card out and put these numbers in..i forget but the last 4 waXXXX XXXXof card from XXXX XXXXXXXX XXXX He tried but it sent alert to wells fargo about high daily withdrawal limit so he had me change it, which i had no ideawhat was going on.i got text from wells fargo and he said to text y, actually i was accepting to change daily limits.so he said to put {$7300.00} and hit instant transfer which he would pay the {$52.00} for the instant transfer.he said that looks secure, then said to put in {$3000.00} and did instant again and he said dont worry Ill transfer your money back.then he said for my wife to put in {$2900.00} and transfer to my XXXX XXXX then to put this number in under card # ( dont remember any of the # s ), he said it worked.so now he took about $ 13000.in between he transferred {$990.00} and {$1900.00} but failed thats when he changed credit limits, also other amounts that failed.i guess to make it look good. I included pictures of transfers.so then he said he was going to refund me {$15000.00} for fees and everything but he was having trouble doing it he said.he said hell call me back tomorrow XXXXat this time i figured i got scammed. He told me to write down these phone numbers and save in my contacts under his name XXXX XXXX the numbers are ( XXXX ) XXXX and ( XXXX ) XXXX and so call ID # XXXX. I included these screenshots.he did call back next day and said to download XXXX again to help me on my phone and i said no.just XXXX XXXX my money back he said he couldnt without downloading XXXX.so i hung up and called wells fargo fraud and filed claim.. the {$10000.00} claim number is XXXX that goes to large claims department and claim for $ {$2900.00} # is XXXX. They denied the {$10000.00} claim and still supposely working on other.then i cancelled my debit cards and got new ones.i reported to XXXX XXXX but they denied my claim also.i filed police report the # is XXXX from XXXX XXXX XXXX filed FTC complant ( complaint # XXXX ) .. i reported it to FBI on their website.the police and bank said if they contact you again to not to respond they trying to get more money.the next day XXXX he texted again but i didnt reply. I included the text messages.i call wells fargo to reconsider the {$10000.00} claimbut they said they cant. So i asked if i can appeal but they said theres no way to appeal.i sent them the info but theres no way to tell if they received it or not for their investigation.

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