Consumer complaint received 2023-09-05
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY (AZ)

Below is a description of a scam that my husband and I were victims of. Our complaint against Wells Fargo is that they didn't ask one question about a {XXXX} cash withdrawal which is not characteristic of our activities at the bank. 
At XXXX on XX/XX/23 my husband XXXX XXXX received a call that sounded exactly like our grandson XXXX XXXX. ( just we now believe it was artificial intelligence because he had gotten a scam call on XXXX and his mother thinks they got enough of his voice to use artificial intelligence ) He said that if we would bail him out the money is fully refundable, We had every reason to believe that the voice was our grandson XXXX XXXX at the time. XXXX said that his public defender would call with details. XXXX XXXX heard What sounded like a guard to unchat time was up and we hung up. XXXX also begged us not to tell his mom. At XXXX a man who identified himself as a lawyer, XXXX XXXX, ( XXXX ) called and convinced us to use cash to bail out XXXX because all other methods would take davs to clear and we couldn't get him out of jail until then. 
XXXX said to call when we had the cash. We went to Wells Fargo and withdrew {XXXX} at XXXX AM. XXXX said that the full bail was XXXX but that we needed to pay a bail bondsman XXXX. We wanted to pay in person but he said that the only bond company that participates in the pre-trial intervention program ( to keep XXXX 's name out of the public records because he is XXXX ) was in XXXX XXXX so they would have the money sent by courier. The name of the person we were talking to about the money transport was XXXX XXXX and his number was XXXX. He gave detailed instructions about a hand written receipt to write and put into the envelope and they gave use a case number and confirmation number for the delivery. After we handed over the money to the courier ( it was XXXX or XXXX ) at approx. XXXX we waited. Then XXXX said this happened in XXXX and that XXXX was in that jail. We said that they could transport him to XXXX. At XXXX XXXX XXXX said that they needed more money than he had a para legal that called himself XXXX XXXX ( XXXX ) call with updates about XXXX being released. Then XXXX XXXX called XXXX and XXXX and said that he had bad news-the baby died so they were charging XXXX with XXXX XXXX  and the bail was raised to {$220000.00} and they needed {$13000.00} additional. 
We started asking questions to have them verify their identity. We decided that we needed to call XXXX because we finally realized that the whole thing could be a scam. 
We called XXXX and he was fine and at home. That's when we realized that we were the victims of an elaborate crime. My wife called to file a report with XXXX Police and is waiting for an officer to contact her. At XXXX after we knew we had been victimized, my wife called XXXX XXXX and has a conversation with him to get his voice recorded. 
We have the recording with him admitting that the money we gave the driver ( XXXX or Victims : XXXX XXXX and XXXX XXXX XXXX XXXX was delivered XXXX minutes from our house and other incriminating information. 
XXXX police report # XXXX XXXX XXXX badge # XXXX Attorney General report # XXXX FTC Report XXXX XXXX 's XXXX XXXX XXXX 's XXXX XXXX Wells Fargo claim # XXXX