Consumer complaint received 2021-06-03
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY (CA)

Complaint:
Fraud Complain. 

On XXXX 2021, about XXXX XXXX XXXX I had call XXXX refund Department at XXXX then got routed to Quick Support Team : XXXX XXXX XXXX phone number XXXX. She had ask me to down load Apps : XXXX XXXX XXXX XXXX ( so she can share screen of my phone ), XXXX, and XXXX, for verification only : she ask my debit card information, ( so she can refund money back to my account ) and upload my driver license and bank statement to XXXX. Then ask me use XXXX to transfer {$490.00} to XXXX XXXX at XXXX, she ask me click to the icon of spot, XXXX, to purchase XXXX with my debit card information. I had question her about that I am not buying XXXX, why her instructed me to do so. She lies and said to me Do not worry, just for XXXX  verification only, and I am not buying any things. I had follow her instructions, process total 7 times of buying XXXX using my debit card and instructed me to send all the purchased Bitecoins to the address : XXXX, XXXX ( from XXXX, provide by XXXX XXXX XXXX, and Sign on/ off to my bank Account about 3 or 4 times. I did not know what is going on, XXXX XXXX kept telling me said : still waiting for XXXX verify and approval for purchase refund. About XXXX XXXX XXXX, then she said she will call me tomorrow at XXXX XXXX, to make sure the refund money can post in my account, and do not worry, she told me did not call to the bank or talk to any other people beside her. Or sign on line banking, because my account was in Security mode, so the account will not get interrupted. I feel uncomfortable and weir, talk to my Son XXXX XXXX, He ask me to call Wells Fargo Bank, and sign on line banking to check on my account as soon as possible. After I sign on to my account, I Had discovered my checking account had 7 transactions at XXXX total : {$6800.00}. And transfer $ XXXX XXXX XXXX with XXXX transfer Which I never authorized to buy XXXX and Money transfer with XXXX XXXXI call Wells Fargo bank immediately about at XXXX : XXXX XXXX to report the unauthorized transactions. Wells Fargo customer service had created 2 Claims for me XXXX # XXXX XXXX unauthorized money transfer with XXXX claim ) XXXX # XXXX ( unauthorized Debit card transaction buying XXXX. ) I can not sleep that night and almost need to go to Emergency for XXXX XXXX XXXX 
On XX/XX/2021 at XXXX : XXXX XXXX XXXX XXXX call me, I refused to talk to her, then a call XXXX from XXXX refund, I hang up, then a call from ( XXXX ) XXXX, he said, his name is XXXX XXXX, from Wells Fargo badge # Wells XXXX, and said : Wells Fargo had assign him to take care these problem, and he had the money can reverse back to me, I hang up again. Then a text message from ( XXXX ) - XXXX, said : his nameis XXXX XXXX from XXXX Support, ask me to call him back. I got scare and refused talk to them also had blocked all of these numbers. I went to the branch to verify XXXX XXXX is a Wells Fargo employer, the bank teller said yes but they never use the this number XXXX XXXX XXXX XXXX, and ask me never talk to them anymore. For few days after, I still feel shake of my hands each time I talk on the phone. 

On XX/XX/2021, I call Wells Fargo Bank and talk to XXXX at XXXX : XXXX XXXX  she told me, the Claim # XXXX had denied and closed, because these 7 transactions at XXXX were Authorized from my phone, therefore can not be approved, and the total amount had exceeded. I explain to XXXX ; all the transactions were instructed by XXXX XXXX and she had share screen of my phone by ask me to down load ( XXXX XXXX XXXX XXXX XXXX  ), and she lie to me, and instructed me to process all the transactions buying XXXX just for XXXX verification only, and I was not aware of all 7 transactions were actual real transactions from my checking account otherwise I would never authorized to buying XXXX. XXXX said : she can document it and forward it back to the Fraud Special team, XXXX also said : since the claim was denied and closed, and she was not sure the Fraud special team will re-open it and will re-evaluate it. 
I feel very bad, I strongly feel that all of these transactions even though authorized from my phone but still considerate were Fraud conducts causing by XXXX XXXX. First she had screen share with my phone knowing all actions of my phone and she instructed me to process the transactions to buying XXXX just foXXXX XXXX verification only. I had never aware all 7 transactions were real transactions from my checking account otherwise I wouldnt authorized them. 

On XX/XX/2021, I Call again and talk to XXXX at XXXX : XXXX, explain to her again the transactions were instructed by XXXX XXXX for verification only. So, the transaction considerate as Fraud conduct, she said : she will document it and forward it back to the special Fraud Team. She also said : all scammers will talk to people and make people to believe and trust them, so people can follow the Scammers instruction to process any of transactions to scam money. She suggest me to go to report to local Law Enforcement to claims for the merchants.

I am sincerely asking your help to see are there any consideration Fraud conduct Laws in US that I can prove the Laws to Wells Fargo Bank to reclaim my lost. 


My XXXX # XXXX, 7 transactions at XXXX total : {$6800.00}. 
( Wells Fargo denied and closed it ) My Claim # XXXX XXXX Transfer total {$490.00} ( Wells Fargo approved for provisional credit back ).

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