Consumer complaint received 2024-02-22
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY (MN)

Timeline, Review and Questions XXXX. On XX/XX/XXXX, a fraudulent payee was added to my Wells Fargo account without my knowledge, authorization, notification, or participation. 
a. ACCOUNT DETAILS NOT AVAILABLE FOR PUBLIC XXXX. On XX/XX/XXXX, a XXXX  fraudulent payee was added to my Wells Fargo account without my knowledge, authorization, notification, or participation of any kind. Notice the pay different, t number ( XXXX ) are different, but they share the same XXXX XXXX XXXX. 
a. ACCOUNT DETAILS NOT AVAILABLE FOR PUBLIC XXXX. On XX/XX/XXXX, a XXXX  fraudulent payee was added to my Wells Fargo account without my knowledge, authorization, notification, or participation of any kind. Notice the payee account number ( s ) are different but they share the same XXXX XXXX XXXX. 

a. ACCOUNT DETAILS NOT AVAILABLE FOR PUBLIC XXXX. On XX/XX/XXXX, I filed a cardholder dispute with Wells Fargo. This dispute occurred prior to the {$10000.00} fraudulent transaction which occurred on XX/XX/XXXX. 


XXXX. On XX/XX/XXXX, Wells Fargo opened a claim for the dispute regarding my checking account ending in XXXX. 
CARDHOLDER DISPUTE CLAIM NUMBER XXXX. On XX/XX/XXXX, Wells Fargo issued and shipped me a new debit card. 

XXXX. On XX/XX/XXXX, a fraudulent phone number was added to my Wells Fargo account without my knowledge, authorization, or participation of any kind. Please note that all outgoing communications from Wells Fargo from this day forward, was going to a phone number I do not recognize and did not authorize to be added to my account. 

XXXX. On XX/XX/XXXX, XXXX XXXX XXXX  were fraudulently added to my account without my knowledge, authorization, or participation of any kind. 

XXXX. On XX/XX/XXXX, a fraudulent transfer for {$10000.00} was initiated from my account ( which was in dispute at the time ) ending i XXXX. On XX/XX/XXXX, the XXXX XXXX XXXX was suspended because no XXXX XXXX XXXX  with control access was assigned to the XXXX XXXX XXXX Account for XXXX XXXX XXXX. I had no knowledge of this and did not authorize a {$10000.00} transfer. 

XXXX. On XX/XX/XXXX, I disputed the fraudulent {$10000.00} transaction. 
CLAIM REFERENCE NUMBER : XXXX XXXX. On XX/XX/XXXX, Wells Fargo replaced my old account number ending in XXXX. On Wednesday, XX/XX/XXXX ( XXXX DAYS AFTER THE FRAUDULENT TRANSACTION of {$10000.00} OCCURRED ON ACCT ENDING IN ) Wells Fargo online fraud department reached out stating they noticed unusual activity on my NEW account. Please note the negligence of Wells Fargo denying my dispute only to then keep the fraudulent unauthorized users and fraudulent unauthorized payees on my NEW account continuing to put me at additional risk.

a. Per a phone call with a Wells Fargo representative, we were advised that Wells Fargo failed to remove the ( 2 ) unauthorized, fraudulent users added to the old account ending in XXXX resulting in the {$10000.00} unauthorized transaction therefore allowing the ( XXXX ) fraudulent users to be added and listed on my NEW account ending in XXXX which was issued on XX/XX/XXXX. 

i. Names of the unauthorized fraudulent users added to my NEW account according to Wells Fargo Customer Care Representative were as follows : XXXX. XXXX XXXX XXXX. XXXX XXXX b. Per the same phone call with a Wells Fargo representative, I was advised that Wells Fargo also failed to remove the unauthorized fraudulent Payees from my NEW account. Please note these are the fraudulent payees who received the fraudulent transacted funds in the amount of {$10000.00} resulting in a dispute which Wells Fargo wrongfully denied. I received no benefit from this transaction, and I did not authorize the transaction, participate in the transaction, or perpetuate the transaction. This is a fraudulent transaction and therefore I am asking that my {$10000.00} be returned to my account immediately.

i. Names of the unauthorized fraudulent Payees added to my NEW account according to Wells Fargo Customer Care Representative were as follows : XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX. At this time, the Wells Fargo representative named XXXX, deleted all ( XXXX ) of the fraudulent unauthorized users from my NEW account. I was then transferred to XXXX with the Wells Fargo Claims Assistance Center and was then transferred to XXXX with Online Banking. 
XXXX. How do I know my new account is safe? Wells Fargo wrongfully denied my claim and then negligently allowed my NEW account to be in the exact same scenario? 
XXXX. Please advise why Wells Fargo did not review the above account additions with me to ensure all the recent additions were authorized? At no point did Wells Fargo go over any recent account changes and/or additions. 
XXXX. Why doesnt Wells Fargo have a fraud monitoring report that alerts Wells Fargo fraud department when the following activity happens on an account, particularly in this short of a period? RED FLAG a. New Authorized User ( s ) added to account + New Payees added to account + New Phone number added to account + Dispute Filed= FRAUD FLAG AND ACCOUNT SHOULD HAVE BEEN RESTRICTED AND CUSTOMER CONTACTED FOR ACCOUNT REVIEW. A NEW PHONE NUMBER RECENTLY ADDED TO ACCOUNT SHOULD TRIGGER REVIEW AND INVESTIGATION. 
XXXX. I was never asked or advised about the fraudulent phone number on both my old and new account, why? 
XXXX. Please advise why the fraudulent users, payees and phone numbers were ALL added to my NEW account ending in XXXX after dispute was filed in direct relation to the fraudulent unauthorized additions to my account. These are basic details that should be reviewed, confirmed, and reconfirmed during any dispute process, especially when a new account had to be created due to the severity of the fraudulent activity. 
XXXX. Why did Wells Fargo dispute process ignore this activity? Is this typical or was this a one-off error? What is your process for this, particularly when a dispute for {$10000.00} was filed recently in direct relation to the unauthorized additions to the account? How does this happen? 
XXXX. At no time did Wells Fargo tell me that a new phone number was added to my account, why? 
XXXX. What are Wells Fargos processes and procedures with regards to removing unauthorized fraudulent users and information from an account? 
XXXX. Were these actions done in error or is it Wells Fargos protocol to leave the disputed unauthorized fraudulent users/access/information on the NEW issued accounts? 
XXXX. On XX/XX/XXXX, the online fraud department detected fraud on the NEW account ending in ACCOUNT DETAILS NOT AVAILABLE FOR PUBLIC. Please advise what triggered this action as the same trigger should have gone into effect on account ending in XXXX thereby preventing the fraudulent {$10000.00} transaction from ever occurring. How did the new account get flagged but not the old account allowing the fraud to occur? What was the difference? Please advise me of the reason ( s ) the account was restricted.

Information, Data and Documentation Request regarding denied claim ACCOUNT DETAILS NOT AVAILABLE FOR PUBLICor {$10000.00}. 
XXXX. Please provide copies of all but not limited to documentation of Wells Fargos investigation of Claim # ACCOUNT DETAILS NOT AVAILABLE FOR PUBLIC. Please include the research conducted that was mentioned in your denial letter as well as proof of your denial reason ( s ).

a. Provide the proof I authorized the new users access to ANY of my Wells Fargo account ( s ) i. I did not nor have I ever given anyone authority to initiate a transfer from any of my account ( s ) at Wells Fargo.

ii. I have never authorized a new user to ANY of my Wells Fargo account ( s ) b. Provide proof I gave someone/anyone authority on my Wells Fargo account ( s ) i. I have never given anyone authority on any of my Wells Fargo account ( s ) c. Provide proof that I participated in the fraudulent transaction of {$10000.00}.

i. I did not participate in this fraudulent {$10000.00} transaction.

d. Provide proof that I benefitted from the fraudulent transaction of {$10000.00}.

i. I did not benefit from this fraudulent {$100000.00} transaction.

ii. I did not initiate, nor did I approve or authorize the fraudulent transaction of {$10000.00}.

e. Provide proof that I authorized, participated and/or willingly provided authority or information to a third party.

i. I did not authorize, participate and/or provide any authority and/or information to a third party.

2. Please provide a call log showing all outgoing calls from Wells Fargo to the phone number XXXX. 

XXXX. Please provide all voice recordings via phone call, the IVR and/or customer care call recordings regarding my account. Requesting all recorded calls from all my Wells Fargo accounts to and from and with the phone number XXXX. 

XXXX. Please provide historical data showing all IP addresses that have accessed ALL my accounts with Wells Fargo via the IVR, the Online Account Access, the Wells Fargo Application, and any other access points between the dates of XX/XX/XXXX, to XX/XX/XXXX. I require the IP addresses which accessed ALL my accounts, the date of access and the time of access between XXXX XXXX, XXXX, to XX/XX/XXXX. 

XXXX. Please provide historical data showing all phone numbers that have accessed ALL my Wells Fargo account ( s ). Please indicate the account being accessed, the date of access, the time of access and the phone number that accessed the account via calling into the account, Wells Fargo IVR, online system, customer care center, and any other access avenues a phone number can call into. Please show this data request for all accounts between the dates of XX/XX/XXXX, to XX/XX/XXXX. 

XXXX. All information indicating how the fraudulent unauthorized users, payees and phone number are added to my account. 

a. Requesting the IP address, Device ID, phone number, and any additional information for the below action done on XX/XX/XXXX. How was this action completed, IVR, Online, Wells Fargo application, through customer care? Please provide the details linked to the access, IP address, device ID, and phone number b. Requesting the IP address, Device ID, phone number, and any additional information for the below action done on XX/XX/XXXX. How was this action completed, IVR, Online, Wells Fargo application, through customer care? Please provide the details linked to the access, IP address, device ID, and phone number c. Requesting the IP address, Device ID, phone number, and any additional information for the below action done on XX/XX/XXXX. How was this action completed, IVR, Online, Wells Fargo application, through customer care? Please provide the details linked to the access, IP address, device ID, and phone number XXXX. Requesting the IP address, Device ID, phone number, and any additional information for the below action done on XX/XX/XXXX. How was this action completed, IVR? Online? Wells Fargo application? through customer care? Please provide the details linked to the access, IP address, device ID, and phone number which participated in the action of adding this fraudulent phone number to my account ( s ). Phone number XXXX. 

XXXX. Please provide the number of Wells Fargo accounts that historically and/or currently have the following Payee names : a. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX . Number of accounts which have filed disputes and number of these disputes denied? 

XXXX. Please provide the number of Wells Fargo accounts that historically and/or currently have the address po box XXXX, XXXX XXXX XXXX IL XXXX listed as the Payee address historically and currently. 
i. Number of accounts which have filed disputes and number of these disputes denied? 

XXXX. Please provide the number of Wells Fargo accounts that historically and/or currently have the fraudulent phone number of XXXX listed as their phone number. 
i. Number of accounts which have have filed disputes and number of these disputes denied? 

XXXX. Please provide the number of accounts XXXX accessed via customer care line and/or the IVR phone banking system. 

XXXX. Please provide the number of Wells Fargo accounts that historically or currently had fraudulent authorized users with the below names linked to their account. 
XXXX XXXX XXXX b. XXXX XXXX i. Number of accounts that have filed disputes and number disputes denied. 

XXXX. Please provide Wells Fargos protocol when an accounts phone number is changed/updated around the same time payees and users are added to an account that has filed a dispute? 

XXXX. Please provide a description of the verification process that was completed allowing the following fraudulent actions to occur on my accounts : a. Verification process to add a New Authorized User ( s ) to account ( s ) b. Verification process to add New Payees to account ( s ) c. Verification process to add New/updated phone number to account ( s ) The below activity that occurred on my account ( s ) should have been flagged preventing the fraudulent activity. 
XXXX. New number on account ( s ) + New Payees added to account ( s ) = YELLOW FLAG XXXX. New phone number on account + Additional authorized users added to account = ORANGE FLAG XXXX. New phone number on account ( s ) + New Payees added to account ( s ) + New Authorized users added to account ( s ) + dispute was filed on the account = RED FLAG Enclosed herewith please find a copy of the police report filed regarding the fraudulent transaction of {$10000.00}.