Consumer complaint received 2023-08-05
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
As I've been in the process of attempting to use my personal bank to get my funds back this has been over a year since the incident. A police report was recommended for me to file by my bank but seeing how it's been a year there is no point. 

On XX/XX/XXXX I was attempting to buy a car off of XXXX for my brother the XXXX site was a fraud site that we unfortunately did not catch as a fake fraudulent site after communicating with this individual we came to an agreement of XXXX for an amount to buy the car. After I sent the money through a wire transfer through Wells Fargo a few days later I received a call on XX/XX/XXXX, from an agent with the fraud department from XXXX XXXX XXXX luckily the account that I tried to transfer money to was already being flagged for suspicion of fraud so the day that I sent the money, this agent froze the account in order for the scammer not to be able to take the funds out of the account. The agent then instructed me to go through my financial institution ( Wells Fargo ) and request a Hold Harmless Agreement, so XXXX  XXXX XXXX can then release the funds for the recall. I did as instructed and I called Wells Fargo, I explained my situation and was assured that they will attempt to do a wire recall as the agents did not know what a Hold Harmless Agreement was. Unfortunately all Wells Fargo did was asked for the ask for the wire recall and wait a few days before reattempting until they reattempted XXXX times within XXXX weeks and they shut down my case and gave up. I was not allowed to try to change the status and told by Wells Fargo to ask XXXX XXXXXXXX XXXX for help although I'm not their customer I was also told by Wells Fargo that maybe I should try to get in contact with the scammer to see if I can get the money back. This lack of support forced me to wait and stay in contact with XXXX XXXX XXXX Thankfully during this period the XXXX  XXXX XXXX agent who helped me continued to stay in contact with me to give me details and information on the XXXX  XXXX XXXX side of things this agent along with others. It was verified with these reps that the full amount of XXXX was still in the account and XXXX XXXX XXXXXXXX was delinquent 120 days and processing the whole harmless agreement but on XX/XX/XXXX I got confirmation from XXXX XXXX  XXXX by using the case number XXXX ( or XXXX ) that they tried to reach out to Wells Fargo to no avail . Wells Fargo had told me in the past that whenever XXXX XXXX XXXX will tend to reach out to them that my case would reopen this wasn't the case when I called them on Tuesday XX/XX/XXXX to either verify that one of my 3 cases opened, and if not I wanted to open another case so it's known that XXXX XXXX XXXX is attempting to return my funds. Wells Fargo is continuously not communicating or attempting to reach out to XXXX despite having the same credentials that I'm giving you now. All necessary documents have been signed it's literally Wells Fargo making this incredibly frustrating. 

Please don't hesitate to call me or email me if you want to hear more details. I currently have a case open with Wells Fargo where they are still telling me that there's nothing that they could do for me. 

XXXX - Being handled by XXXX XXXX XXXX 

Any other case numbers that can be in reference to this. 
Wells Fargo case number : XXXX 3 different case # XXXX : XXXX, XXXX, and XXXX XXXX XXXX - XXXX ( Best time to call between XXXX - XXXX ) Email - XXXX XXXX - XXXX XXXXf XXXX Fraud/Disputes XXXX XXXX XXXX XXXX XXXX ASSOCIATED WITH THISXXXX XXXX  or XXXX I've had luck with both numbers. 

XXXX XXXX and multiple other reps with XXXX have verified with me in person and over the phone that my FULL AMOUNT of {$5600.00} is still frozen in the account and the funds WERE NEVER WITHDRAWN and they are currently waiting for the recall to be accepted by Wells Fargo. Hopefully someone will take the XXXX mins - XXXX it would take to verify these things or even read this email fully.

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 monetary relief