Consumer complaint received 2024-08-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
YOUR COMPLAINT I already submitted a complaint and it sounds like laws changed over the summer and the banks are now having to reimbuse some customers. Complaint number XXXX It all started on XX/XX/XXXX when I called Wells fargo to dispute a charge for an item I never received. They told me the fraud dept would be calling me to ask me a few more questions. About 3hours later I received a text stating Wells fargo bank did you attempt a XXXX  transaction for {$3500.00} reply yes or no. I replied no so a got another text stating Wells Fargo Fraud dept due to the NO response A representative will be contacting you shortly. About 1hr 15min later I get a face time call from a number that is labeled XXXX he told me there were 4 pending {$3500.00} XXXX  payments to a XXXX XXXX XXXX I told him no and he said the only way to stop the pending XXXX  payments I would have to transfer money from my wells fargo bank account to XXXX and the to cancel the pending XXXX  payments. There were 8 transactions 4 online and 4 XXXX  payments. He then asked me to contact my sons to finish the process. He got about {$12000.00} from 4 of my accounts. I kept telling him this did not seem right that the money was getting pulled out of my bank account and he said that was normal because all the payments were still pending and it would be back in my account tomorrow. At the end of the call he made a comment about no need to contact them back today that there was nothing more I could do about it until tomorrow and he will call me no need to call them and when they got ahold of me tomorrow the money would be back in my acct tomorrow I told them I work all day and I am not waiting for them to get ahold of me to get my money back. The whole thing felt weird but the end of the call really felt weird. So I called wells fargo less than 5 minutes after hanging up with the scammer and was on the phone with Wells fargo for 3hrs trying to stop all the payments. WF said I called them in time that all the charges were still pending and the should be able to stop them. WF said it should take a week to hear something and get money back. I got a letter from WF stating the case was closed that I authorized payments. So I called WF and asked them how they could close a dispute without looking into it. They said it was escalated to the next level and they were still working on it and I should hear something in about a month. The scammer tried breaking into my XXXX  acct, my XXXX, and XXXX XXXX. I am still getting text messages from them acting like Wells Fargo fraud dept. I filed a police report yesterday XX/XX/XXXX which was pointless but I felt necessary. I called Wellsfargo again on XX/XX/XXXX and they said my dispute was never reopened or escalated and it was not their problem because the scammer told me what to do and I did it. Please help. This is our lifesavings and the only way we can afford to pay our mortgage. If you cant help me please let me know who can. I will do or try whatever it takes to get our money back. This has turned our whole world upside down that was all the savings we had. I am now working 60 plus hours to make up some of the money we lost. I just found out I have XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX and I will have to be out of work for a while. Wellsfargo never tried to help us get our money back they denied the claim almost from the beginning.I called Wellsfargo less than five minutes after I hung up with the fraud and the lady at Wellsfargo told me everything was still pending and they should be able to stop it. Then a week later I called back and they said they have no record of me talking to anyone and the claim was denied. I told them to find the recording of the phone call. They said there was no need that it was my fault for the missing money because I let the scammer into my account. The whole thing seemed weird and they knew this scam was going on and did NOTHING to help in anyway. I felt like they were in on it. They knew there were not financially responsible in anyway because they ridiculous laws that protect them and not us. Thank You

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