Consumer complaint received 2023-08-29
Company: WELLS FARGO & COMPANY
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX and XXXX, XXXX, I received a response from Wells Fargo saying a refund for the wire transfer scam that occurred on XX/XX/XXXX was denied. The scam occurred through the Wells Fargo customer service phone line, where the scammer had access to multiple facets of my personal information. I ultimately lost. {$13000.00} due to this number spoofing scam. I spoke with XXXX Office Complaint XXXX XXXX XXXX days after the original denial, and though his examination of my complaint was thorough, he did not address ALL of my issues, nor was there a proper resolution to my problem. I am requesting to speak with a new XXXX preferably someone higher up to solve this issue that was not addressed. 
The main issue that was not mentioned throughout the resolution email was the fact that Wells Fargos customer service number was the main impetus behind the fraudsters scam. 
It is under Wells Fargos agreement that : Wells Fargo may automatically send you certain alert messages via email, text message, push notification, and/or by other means, including to your mobile device or to any phone number you have provided to us. 
This means that the establishment is aware that their main mode of communication with their consumers is through the consumers phone number and/or email. This also implies that the establishment holds BOTH their customer service phone number and their consumers phone numbers/other contact information as sacrosanct, as it is the only way for Wells Fargo XXXX XXXX and respond to consumers when an issue arises. Because it appeared as though the trusted Wells Fargo number was contacting me, I was under the impression that my conversation was safe and secure because, as stated above, this is how your business contacts people. Not only was this trusted number spoofed, but there was clearly a breach of my information, as the scammers were well aware of my account information and connection to Wells Fargo, ergo the bank is responsible for their lax security surrounding their contact number and for my information being made so easily accessible. 
My number is supposed to be secure and safe within your domain, meaning no one should be able to contact me from any of YOUR ( Wells Fargos ) lines without being Wells Fargo themselves! To make matters worse, Wells Fargo has a history of defraudment of their OWN consumers : https : XXXX XXXX, how am I to know this was not some inside job? This information further proves my point that the institution is not on my side, nor have they presented themselves as a reputable establishment that cares for their customers in their time of need, despite THEIR lack of security. 
Ultimately, if your security is so lax that your primary form of communication is able to be breached, why am I the unsuspecting consumer being held responsible? How am I at fault for something that the establishment needs to get a better handle on? 
I am once again asking for the return of my stolen money posthaste as this money is needed for me to be able to pay rent and medical bills. I recently was involved in an accident which left me with a broken XXXX XXXXXXXX, and the fact that Wells Fargo, the establishment that I have been a part of my entire adult life, does not care about my money, my moneys wellbeing, or my own wellbeing is appalling. To say I am responsible for an issue that could have easily been avoided by the bank itself clearly shows that this bank does not prioritize the safety and security of its consumers.

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