Consumer complaint received 2022-10-31
Company: WELLS FARGO & COMPANY
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XXXX XXXX, XXXX, I had an appointment with my local Wells Fargo branch to wire money from my savings account to another financial institution. I have also been victimized to a recent cybercrime incident that I wanted the bank to be aware of since I withdrew my funds from this particular branch. When the banker sat me down, I had asked what XXXX protocols on customers who pull out large amounts of cash. She said as long as we ID you, you are able to withdraw any amount you wish. I then told her of my incident on XXXX XXXX, XXXX. I came into the branch that day and asked the teller to withdraw XXXX from my savings account. I was being held XXXX on the phone with scammers. These criminals had put malware on my laptop, blocked my XXXX protection and put XXXX  XXXX on my device. They said there was an authorized pending XXXX charge to XXXX that was getting ready to hit my account. They said the only way to save this transaction from happening was to create a duplicate charge via digital currency. These scammers had actually called the XXXX XXXX # so I had thought I was talking to a XXXX Fraud agent, but it was another scammer in the group. Back to my visit on the XXXX, my purpose there was to wire my money to another bank and to tell them about the XX/XX/XXXX incident including how these scammers really call the XXXX XXXX # as a part of their scam to make it all more credible. When I told the banker what happened, she went and got the Branch Manager. Branch Manager comes over and I asked the same question about what procedures does Wells Fargo have when large cash withdrawals are made. She said the same as the banker. I then begin to tell her my cybercrime incident. She starts to ask if I called the police yet. I told her it's been 6 weeks since it occurred, I've notified multipole law enforcement agencies. I just now had the courage to come back into this branch and tell my story. She defends by telling me her tellers did nothing wrong and that large cash withdrawals happen all the time in XXXX, AZ. I replied, so are people withdrawing XXXX all the time here and he reply was yes. I had attempted to tell her how these scammers call the XXXX # and how it's a part of their script. She continued to defend her store and how no one did anything wrong. I asked why no one offered to sit me down or offer a cashier 's check instead of cash ( the tellers asked what I was buying, and I had said a car ). Unfortunately, she emotionally triggered me, and I was crying hysterically. I couldn't talk to her anymore and asked her to leave me with the banker. My banker said she now understood why I asked about their protocols and gave me her XXXX box. The banker completed out my wire transfer. She was very empathic and kind. She was the only pleasant part of this experience. I did find out a few days later that my banker opened a compliant incident on my behalf to Wells Fargo. I currently have a case open with them.

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