Consumer complaint received 2023-05-22
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I became a victim of elder fraud. This economic crime occurred when I was attempting to create an account on an XXXX website. A message accompanied by a loud voice popped up on my computer, telling me not to touch my computer. The page on the screen had a XXXX banner with a telephone number. The loud voice instructed me to call. I panicked, called the number, and then quickly hung up, but within seconds my phone rang. A male voice with an XXXX accent told me he was an engineer from XXXX, and immediately provided XXXX credentials. He said my computer had a virus, but he could help me. I hesitated but he showed me statements with wire transfers from my financial accounts with XXXX, XXXX  XXXX XXXX and Wells Fargo which I had not initiated. 

The hacker said he could help me retrieve the money but I needed to approve the transfers so they could deposit money back into my accounts. I questioned the logic. As we spoke, I could see more transfers of large sums of money being processed. 

The hacker told me my banks would be calling to confirm I had made the transfers and that he would tell me what to say to release the money. XXXX, XXXX  XXXX XXXX, and Wells Fargo called to question the wire transfers while the man stayed on the line, typing on my screen what he wanted me to say. He instructed me to say I knew the people in XXXX who were getting the money. He sent me this information to print out in case bank questioned details : NAME : XXXX XXXX Accout : XXXX ( male  ) Bnak name : XXXX XXXX XXXX  ( XXXX XXXX XXXX XXXX XXXX  Address : XXXX  XXXX, XXXX & XXXX, XXXX XXXX XXXX XXXX XXXX , XXXX XXXX XXXX  XXXX  : XXXX XXXX XXXX : XXXX Date : XXXX ID : XXXX Zip Code : XXXX Address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX and Wells Fargo accepted my explanation , fortunately XXXX  XXXX  XXXX refused to release any money. The man on the phone instructed me to go to a XXXX branch and demand the wire transfer be released. When I arrived, the XXXX  XXXX XXXX representative told me they could not release my money because the transfer was processing. She told me Id have to return the following day. I told this to the man on the phone, who insisted that I demand money be released immediately. The XXXX representative questioned me some more and then told me I was a victim of scammer fraud. She advised me to contact my financial institutions immediately. I disconnected the call with the hacker and drove across the street to a Wells Fargo office. The WF agent told me to go home and contact the office by phone because they were backed up with clients and it was also time to close. 

I went home and contacted all financial institutions immediately. The hacker kept calling but I did not answer. 

When I contacted XXXX, they told me they suspected the transfers were fraudulent and assured me they still had time to stop the wire transfer, but when I contacted Wells Fargo, they said it was probably too late. They refunded a fraudulent XXXX payment but declined my fraud claim for the {$25000.00} wire transfer even though the transfer appears to have been released on XXXX XXXX, XXXX. Wells Fargo informed me that I would have to file a claim through small courts in XXXX XXXX, even though they have the bank address and information where my funds were deposited in XXXX. This is information on my statement : XXXX  XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX  XXXX  XXXX Its been almost six months since this incident occurred. Life has become more turbulent with time. I was recently diagnose with XXXX  and am under treatment, as I take care of my XXXX mother. 

Im not asking to take anything from Wells Fargo, except what belongs to me. Aside from the financial loss, I am devastated by the lack of accountability by Wells Fargo. Financial institutions are very familiar with this economic crime and much more versed than elder clients who entrust them with our money. I believe Wells Fargo staff had enough time to stop this transaction. I am requesting they be investigated for failure to stop this economic crime.

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