Consumer complaint received 2022-03-17
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, XXXX pm : voicemail message from Wells Fargo Bank Fraud alert department. XXXX pm : email message for fraud alert of an attempted transaction from my checking account with Wells Fargo. I called to say it was not authorized by me but the wait time was an hour. Within that hour, a call came in from the same Wells Fargo number : ( XXXX ) XXXX. I was asked if I had made a transaction for {$110.00} at XXXX XXXX. I asked how I could be sure the caller was from Wells Fargo. He said the number on my caller i.d . was on the bank 's website. That was true. I did not authorize the {$110.00} attempted transaction which was reimbursed instantly to my online account. I turned off my ATM card myself online and securely logged off. 
The caller said he would set up alerts on my account. He sent me text messages during our call. Each one had a code that I read back to him. Each one said : Wells Fargo will NEVER call or text you for this code. DON'T share it. Enter code XXXX online to change your password. I was not online and did not do this. 
Next, came a message that I had added a new XXXX recipient, XXXX XXXX, XXXX. I do not know this person. I told the caller. He said that was one of the alerts I had not seen previously. 
Next two text codes, XXXX and XXXX, said to enter online ( I was not online ) to send {$290.00} and {$300.00}. I did not approve this, and I did not go online to do this transaction. Not then, not ever. The caller said Wells Fargo would send me an email link within 30 minutes to change my password and account information. We hung up. 
Then another call came from the same Wells Fargo XXXX number. I verified it was me but was abruptly cut off. Immediately a call came from ( XXXX ) XXXX. I recognized the same caller by his foreign accent. He said he needed to add XXXX more code XXXX by text that had the same Wells Fargo warning and directions : enter the code online to send {$300.00}. I was not online and did not enter this code or any of the other codes. Ever! I never went to my online account during the phone call. 
The link from Wells Fargo did not come. An email alert came that my account had fallen to $ XXXX money stolen had been a direct deposit earlier on the same day from social security XXXX XXXX source of income at age XXXX. 
Immediately, I called the XXXX department XXXX Wells Fargo. It took XXXX hours to close the account, and file a claim that I will hear the results of by letter within 10 days. Wells Fargo will not take responsibility for my loss from their banking institution though I am a twenty-year account holder. 
I filed a complaint with the " resolution '' department because Wells Fargo did not stand behind me the account holder. I asked to speak to an official. I have been placed in a call back queue and have not received that call. While I was filing the complain over the phone, an email came saying that I had changed how I want to have my statements delivered. I did not request a change from online to mail. The statements will go to someone other than me, I suspect. 
Note : The New York XXXX reported on this fraud in a news report a week prior to this happening to me exactly as described by others in that news story. 
XXXX is supported by XXXX major banks that have added it to their online banking platform. These banks are not standing behind their clients when illegal wire transfers are made from the accounts they hold as fiduciaries for others. 
This is a clear case of fraud. It is wire fraud. It is a 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 monetary relief