Consumer complaint received 2023-05-12
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I was called from the number ( XXXX ) XXXX last Wednesday, XX/XX/2023 stating that they were from my bank Wells Fargo and that some fraudulent activity was occurring with my account. I checked to verify the number on XXXX and Wells Fargo security resource associated with the number popped up so I believed it was informing me of my account. The representative told me his name was XXXX and proceeded to tell me that some fraudulent activity was occurring and that someone in XXXX TX was trying to use my card information to buy some XXXX XXXX for the amount of {$37.00} but they were able to decline it and that someone named XXXX was also trying to wire transfer themselves my the money in my savings account for the amount of {$4200.00}. He then proceeded to ask me did I give permission to wire money to the individual and I stated NO then he asked have I been using my card at any outside gas stations and I stated yes since a couple of days prior I did use my card at an outside gas station and is aware that some people do leave trackers to steal peoples card information and recommend that I use my card inside of stores for future references so I honestly thought maybe someone could be using my card information. I then checked my account and noticed that everything was still intact and told him that and he then told me that he could still see the the processing of the wire transfer occurring and wanted to help me stop it from going through. He even stated that whoever was trying to use my account/ scam me turned off my notifications so I wouldnt be able to be notified of what was going on and stated that he can assist me with getting my account changed into a new one so the transfer can be stopped. He then sent me a link to my phone to verify my information and started sending other links and codes to my phone number, I would read out the code to him and he would tell me that hes taking a look at my account and trying to stop the process of the transfer. A few moments go by from being on hold and he tells me that hes almost done working on my account and trying to get everything situated as well as trying to turn back on my notifications that were supposedly turned off. He was even able to somehow send me the notifications to my email from Wells Fargo of the guy XXXX trying to wire transfer my money to himself and then tells me hes going to transfer me to his supervisor so he could look over some things before finishing up with everything. A few more minutes go by and I was greeted by another man who stated he was his supervisor whose name I genuinely dont remember and was told by him that everything had been updated with my account and everything was taken cared of as far as stopping the transfer from occurring and was recommended that I not log back into my online banking due to the new changes and that I would receive a phone call the next day @ XXXX to be assisted with signing back into my online banking. The next day XXXX came and past and I called the XXXX number and was greeted by the Wells Fargo operator and explained everything that occurred the previous day and was told that they couldnt find any documentation of any fraudulent activity going on and was then transferred to the fraud department and then explained everything to them once again and was then told that thats sounds like what I occurred was a scam and that my account looked okay and when I went to log into my online banking I noticed that the money in my savings were gone and that the money was indeed wire transferred, I was able to file a claim and now Im just hoping everything can be completed and the money can be given back. This has caused a lot of emotional distress this past week.

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