Consumer complaint received 2023-06-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Wells Fargo, lack of security and attention regarding fraud. 
XX/XX/2023 XXXX XXXX  : I received a text message from what appeared to be Wells Fargo Bank. Sending phone number XXXX ; Message stating " Free alerts : Wells Fargo Did you attempt a {$1500.00} purchase at XXXX XXXX? Reply YES /NO/HELP. Don't want fraud text alerts, reply STOP to stop alerts. '' XX/XX/2023 XXXX XXXX  : I received a phone call from Wells Fargo Bank identifying himself but I neglected to write down his name. He stated his intent was to obtain information from me to be able to stop this purchase attempt. I was then asked to supply my Social Security number to confirm my identity to which I replied no. Is cunning persistence coerced me into giving the last four digits of my social. He then proceeded to ask for my login and password identity to which I told him NO and I was going to hang up. He persisted in saying I was going to lose this {$1500.00} unless I cooperated to help him stop it. I then told him I was going to hang up and call him on a Wells Fargo line. XXXX XXXX  : He then sent me a text from XXXX stating " XXXX XXXX  : XXXX Is your temporary username. If you didn't submit this request, contact us at XXXX. Message and data rates apply. Reply with old username for deactivation. '' I ignored this hung up on the man on the phone and immediately called Wells Fargo customer service XXXX. Wells Fargo customer service agent, XXXX, stated there was no such call and that I was wise not give out information to call him to get to the bottom of this. XXXX informed me there was no {$1500.00} charge attempt, However, While on this conversation with XXXX, he stated there is a new wire request of {$25000.00}. to which I replied, that is not me. XXXX said he'll freeze the account and that he can close the account and open a new account over the phone with me or if I prefer, I could go into my local branch to do it. I told him, being unsure who I'm speaking to, I will do it at the branch. 
XXXX XXXX  : Wells Fargo XXXX XXXX XXXX banker XXXX XXXX ( XXXX ), Assisted me with completing a loss/theft Confirmation notice and closed my account and opened a new one. At this point, the old and the new account reflect a pending {$25000.00} wire. XXXX said that will remain like this until they finish the investigation. 
XX/XX/2023 : I received a letter from Wells Fargo Claims Assistance Center/AHC Check Fraud . Although this letter was dated XX/XX/2023, I did not receive it until XX/XX/XXXX. Within the text of the letter it miss-identifies my complaint date as XX/XX/XXXX. The letter then proceeds to state they have determined the transaction was performed by me, or someone that I know. In my opinion this misidentified " Complaint date '', is Wells Fargo buying time to state that I didn't contact them soon enough to stop the wire. However, my paperwork identifies my communication with them in the early morning to which they state the wire had just been requested. Wells Fargo dropped the ball and did not stop the wire from going out. 
and is now refusing to assist with this fraudulent {$25000.00} wire. Within the text of the letter, it identifies a phone number to contact if I have any questions at XXXX. 
XXXX XXXX : I placed a call to the Wells Fargo claims assistance center ACH/check fraud department at XXXX, as instructed in their letter. I spoke with XXXX 's assistant. Claims assistant ( Sounded to me more like a claims adjuster from insurance company ). After a heated 35 minute conversation with XXXX, I was informed there was nothing they could do and I am out the {$25000.00}. XXXX acted as though {$25000.00} was nothing, and that I should just swallow the loss and move on. I insisted on speaking to a supervisor to which he informed me there is no one to speak to, He said he would escalate the complaint up the chain of command. 

XX/XX/2023 XXXX XXXX  : I again called Wells Fargo customer service support at XXXX. I spoke with XXXX, who was sympathetic and as helpful as she could be. XXXX transferred me to XXXX who was equally sympathetic. My conversation with XXXX was approximately 30 minutes with him, note taking and attempting to get some answers. XXXX then said he would transfer me to someone who can help and gave me the same number which I called and ended up with him. XXXX then proceeded said he would escalate the complaint and said I should hear something within 24-48 hours. 

XX/XX/2023 XXXX XXXX  : I received a call from a manager who was difficult to understand. I asked for her name multiple times to which I believe upset her. I think her name was XXXX. She was very rude and sounded put off that she had to call me to tell me that " I screwed up ''. She suggested I gave my information either on purpose or inadvertently allowing someone else to request this wire. In attempting to keep my cool, I calmly stated " then why would I contact them within minutes of the knowledge of this pending wire request ''. She then hung up on me.

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