Consumer complaint received 2023-01-18
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY (MN)

Complaint:
On Thursday XXXX XXXX, 2022, at approximately XXXX XXXX, a lady from Wells Fargo called on my cell phone. She said someone was trying to open up a business account and drain all my money from my accounts. I went to my desk computer to check. She asked if I knew someone called " XXXX '' from the " XXXX XXXX '' and I said no. I said there was nothing going on so far in my accounts. She said things may not post until tomorrow and someone would be calling back from the FBI. A man then called. He said his name was XXXX XXXX from the FBI. He said his name, badge number, case number and phone number of the FBI. He asked me to repeat it all back. He said that the person was draining all the money ( which I had only {$400.00} in my 2 accounts ) out of my Wells Fargo debit account and all the line of credit on my Wells Fargo Visa XXXX card. He said I should quickly move them to some government bonds cards found in local stores. All my cards were basically at XXXX and I was about to pay off my used car loan, my Wells Fargo XXXX XXXX loan and be out of bankruptcy soon. It terrified me. 
He suggested trying XXXX XXXX right away since it was large and local. I drove 20 minutes and went in and found none and went back to my car. He called right back and said, just buy XXXX Cards in large demotions to get my credit line safe. The first time there I used my debit card and I pressed the Fraud big red X alert button, so it did not go through. So I moved my 2nd account money over to my regular account to at least make it {$400.00}. The cashier said to try another card, and I did and it went through. I was a little embarrassed that she had to call her manager over. 
Then he asked me to go across the street to XXXX and do the same to get more money safe. He assured me he would send someone over to my house from the local FBI to return the money tonight. I also pressed the Fraud alert button on a {$2000.00} sale. It did not go through, either the first time. The cashier said to try another card, so I used my Wells Fargo Visa XXXX card. It was confusing her, so I said just to refund me, which they did for {$1500.00}, less {$500.00} that did go through. I contacted XXXX and they said the 3 cards that did not go through are not activated or loaded at all with anything according to XXXX, whom I also contacted. Then he suggested going to XXXX 's just down the road. I went in and came out empty handed because they were only {$25.00} cards. I told him it was cold, my heater was broken and that I was getting it fixed next week. 
I still did not realize what was going on. He was very kind and said try one more store before going home because it was getting late. On to XXXX since they were not going through. I also pressed the fraud alert button at XXXX and the 4 gift cards also did not go through. The cashier called the manager and said that I could not purchase more than {$1000.00} per day, perhaps on these cards. I said I had no others with me. I only had my trusted Wells Fargo Debit and Visa XXXX card. So I left. The man then asked me to open the gift cards so the FBI office could track the criminal in action by photographing them. It was getting near XXXX XXXX  and I went home because my fingers wouldn't bend from the cold and visiting 4 stores at night with no heat. He said to go have a good night 's sleep and would call me back in the morning to continue. Since it was so late, he said the money would be refunded tomorrow after finishing. 
It was Friday XX/XX/XXXX and he called at around XXXX XXXX  He asked me to first try XXXXXXXX XXXX XXXX. I said I was not a member and did not wish to be one. He said he would walk me through the whole thing on the phone as a courtesy. I can not remember if they had a Fraud Alert button, but I did join and got {$2000.00} of cards. Then he asked me to go back to XXXX and try again. I used just different credit cards and the {$2000.00} went through. I was starting to feel afraid that I was not getting to save all my Wells Fargo Visa XXXX credit card money saved from the criminal trying to get all of my money. It was lunch, so he said to go home and eat. He then asked me to open up my desk top computer and open up XXXX and XXXX ( which I was not sure what they were ). The XXXX XXXX  did not work, but he got on my computer with something called XXXX to help me go on XXXX. Then he said you are almost covered for your main bank accounts on Wells Fargo for your limit and so you have other cards? I said yes and I tried my credit cards in various amounts on my home desk computer for XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXXXXXX XXXX XXXX XXXX  XXXX. More cards were bought. Some went through, some did not, presumably because I pressed the Fraud Alert red X button. He said he would send someone to the house to reimburse me after we were done. 
Meanwhite, I had applied for a job the week before and they kept leaving messages while he was on the phone telling me what to do on Friday. I finally said I had to call them back since I had been unemployed for almost a year and on unemployment half the past year and still in bankruptcy. He even congratulated me on getting the job. Some of these were done at home, some at the store. I was scared I didn't do enough to save what little money I had since I am in bankruptcy and was unemployed most of this year and had to collect unemployment for 6 months living close to the red. I still was clueless as to this nice talking " XXXX XXXX '' who told me very patiently how to do it all on the phone. It was late again and he said tomorrow on Saturday XX/XX/XXXX, either he or an associate would call me or show up to give back all the money. He told me to have a good night 's sleep and leave my computer on for the night. I did not do that, though, since I turn off and unplug things to save money on my electricity bill. 
I woke up Saturday, looked at my Wells Fargo account showing with nothing except charges on my credit card and my 2 main bank checking accounts empty. I shook and it woke me up to see what was finally going on. He kept on saying to make sure to say nothing to no one so they could do this sting on the thief from the XXXX XXXX.The thief, I figured thought was him. I immediately called Wells Fargo and said that I was a victim of fraud and major crime activities and that all the XXXX XXXX XXXX XXXX XXXX XXXX and XXXX charges should be reversed. I was scammed and felt so ashamed. They were polite and told me they could only take the {$400.00} off that day on my Debit Card and to call the Wells Fargo Credit Card department, because it was a different department. I shook and quickly called it and told the Wells Fargo Credit Card people about all of the fraudulent charges. I told them also to stop all the XXXX XXXX, XXXX, XXXX 's XXXX and XXXX charges as they were fraudulent. He said there was a daily limit as to how many he could take of in one day, so I should call back the next few days for more. Then I spent the next few hours calling all of the rest of the credit cards that were used and they all took care of the frauds I alerted them to. 
I have been with Wells Fargo since XXXX, had my first mortgage with them, also. I am XXXX, on XXXX, considered a vulnerable elder as I live alone with no friends or family in contact with. I also suffer from XXXX, XXXX, XXXX XXXX XXXX  and XXXX. I have not been able to function or sleep since I have not gotten this resolved with only Wells Fargo. I have called everyone back since that weekend to make sure they took me seriously and reverse the frauds and stop any more criminals. I got escalated on another call to Wells Fargo to some lady who was so rude and to just figure it is gone, all by me, my fault. I was stunned at the response. I could hardly talk and got severely traumatized how she handled me as a loyal customer. I said a major, major fraudulent crime has been committed no matter what, and I first sought Wells Fargo as my first choice to alert so they flag and correct my debit and credit cards quickly and responsibly. I trusted Wells Fargo to help me, not be mean and cruel to a loyal, longtime customer. Every other card I contacted handled it in a professional, simple way and did the right thing to put people first, not the criminals. They trusted me and instead of Wells Fargo who has fought the fraud and my claims. They reversed the {$400.00} on the Debit Account that they originally credited me in my debit card on the first day. They still won't correct all of the frauds there of {$3400.00} on my XXXX Visa credit card. 
I am in bankruptcy and it has ruined my credit. I do not know how I can pay for all of this crime. 
Wells Fargo has sent me mixed messages every time I called to report the fraud charges again. 
I live on a modest string budget and had so many cards and stores involved. I set up folders for all credit cards and continue to call them to file fraud reports or just report them on the phone. 
Some did not take me seriously the first time, so I am glad I called back. The guy continued to call me back until I figured out how to block him. He called me back on a different presumed " burner '' phone until I blocked that, too, after I called him scum and hung up. 
On the Tuesday after it happened, a nice lady named XXXX from Wells Fargo contacted to apologize how it was handled and would help and investigate more fully. I felt relieved and somewhat appreciated that they were going to help and do the right thing. The bank " looked into '' my account for over a month and just informed me a month later they would not reimburse the rest of my claims. I find that refunding some and not others confusing and wrong as I was the victim with Wells Fargo only. Every other credit card has refunded me so far, except Wells Fargo. I have filed reports with the XXXX XXXX # XXXX, the FTC # XXXX, the XXXX # XXXX, the Office of MN XXXX XXXX and the XXXX hope you can assist me in getting my accounts back in order because I do not have the money to pay with being unemployed for so long and in bankruptcy. I think being a long time customer deserves that much and respect, also. I know the pace of technology is fast, and I thought I was always doing the right things. I had all my credit cards back at XXXX, living on a few hundred bucks at a time generated by XXXX and a part-time seasonal job. I almost had my used car loan paid off, my Wells Fargo XXXX XXXX paid off and had to move money around my accounts and trying to wait on Wells Fargo only. All they other credit card companies were respectful and cooperative and nice compared to Wells Fargo so far. Banks should continue trying staying one step ahead of the criminal activity and collaberating with the people who they have long done business with. 
Instead I have ill will, distrust and you have a reputation at stake. Iam considered moving all of my accounts with Wells Fargo to give my business to someone who treats their customers kind and fairly. 
Thank you, kindly. 
XXXX XXXX

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