Consumer complaint received 2022-03-15
Company: WELLS FARGO & COMPANY
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/22 I contacted the Wells Fargo Bank XXXX department to file a claim in the amount of {$710.00} for XXXX transactions via XXXX which occurred on XX/XX/22. 

Today, I received a letter stating that my claim was researched and their office found that the transactions were performed by myself or someone authorized to use my XXXX account. Therefore, the provisional credit I was given when I filed my claim would be reversed and my claim would be closed. 

I am writing to further explain the situation which occurred in hopes that I XXXX appeal their decision and receive a refund for the loss I incurred. 


On XX/XX/22 I found an item on the XXXX  app which I was interested in purchasing. It was a XXXX XXXX machine. The list price was {$500.00} by a seller named XXXX. 
I used XXXX to make the payment for the item as the seller informed me that he was unable to ship the merchandise using XXXX  shipping as there was a size/weight limit and the XXXX machine exceeded that limit. Therefore, I couldnt pay for the item through the XXXX app so I opted to do it through XXXX. 

Below is a series of screenshots from a text thread which ensued over the next couple of days. 
As you will see, he claimed initially, that my payment didnt go through, however, it was showing completed on my end and according to Wells Fargo XXXX payment was sent. The seller then told me his wifes account had limits so I would have to resend the payment to him instead. He also stated that their bank XXXX XXXX XXXX XXXX XXXX  told them I would be refunded in 3 days. He provided me another XXXX email. I told him I would resend the payment once I received my refund. He also sent me a receipt from a XXXX store showing the delivery charge. 
I agreed to send him the money for the shipping cost. He was not happy and at this point I began to suspect I was being scammed. The receipt he provided me from the XXXX store looked quite legitimate ( it is also included in the text thread attachments ), however I decided to call the actual store listed on the receipt to confirm my item was sent. 
The XXXX person I emailed informed me that it was indeed a false receipt. 

I decided it was best to inform my bank, Wells Fargo, as the fraudulent transaction occurred using XXXX which is a service that Wells Fargo provides its customers. 
When speaking with the representative who took my claim information, at no time did I deny sending the money to the fraudsters. My claim WAS NOT because someone else used my account without permission, but rather I was provided XXXX  different XXXX emails which I believed were legitimate XXXX customers and there was no flag or any indication that these individuals were suspicious. Although, I find it hard to believe that if they have been doing this awhile, no one had caught on and suspended them from using the XXXX service. 
I NEVER received the products/service which I paid for through XXXX so XXXX am disputing the fact that my claim was denied. 


I felt that I would have no recourse with XXXX as the transaction was done outside of their app and they are quite clear that buyer protection is only offered for transactions done through their XXXX app.

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