Consumer complaint received 2026-06-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On XXXX, someone calling from a Wells Fargo number posed as a Wells Fargo agent and was sending me security text codes from a Wells Fargo number as well. Unknowingly, this person had my Wells Fargo banking information and was moving money around in my accounts ( checking and savings ) and did XXXX online WF credit card cash advances from my CC to my checking and then withdrew the money. Once I realized I was scammed, I immediately called the XXXX Wells Fargo to report the fraud. In total, he took {$5600.00}. I was told that my debit card had been canceled and that a fraud investigation was underway. I spoke to XXXX XXXX employees and XXXX man said that I would not get my money back. I called a few times over the next few days to try and get a grip of what was going on with my bank account and was passed to many employees who all told me something different about my account status and the fraud cases ( there are two since the scammer got into my checking, savings, and wells fargo credit cards ). I asked repeatedly if they wanted any of the evidence on my phone showing the scammer and they refused. I also filed a police report but they didnt want that either. Finally on XXXX I called back and spoke with a very unpleasant XXXX representative. This lady said she could not verify my identity and told me I would have to drive to the nearest branch before I would be allowed back in online banking. I had to drive an hour to the nearest branch. I brought all documentation to prove who I was and the branch XXXX helped to establish me in the system. The branch XXXX told me they had over XXXX phone calls on XXXX ( same day I was scammed ) with people calling in reporting this EXACT same scam that happened to me. I spoke with a XXXX employee over the phone who told me that I should have been given new checking, savings, and credit card numbers days ago but for some reason no did that before. He changed everything over and tried to set me up online with a new username and password. But because I didnt have a working phone ( I dropped mine in the ocean the day before ) to receive the text security code, he said I would have to wait until I got a new phone to complete the process. Two days later I got a new phone with my same number. Tried create my online account to get access to my checking, savings, etc and this time it asked me for my atm pin. I didnt have that since I was still waiting on my new cards ( XXXX in total ). I called XXXX. That lady told me that the wrong cards were ordered for me and that I would have to wait for the corrected ones to come in the mail before I could gain access. She noticed that the other XXXX never changed my savings account number and went ahead and did that. I then in the days that followed called wells fargo XXXX times and each person tried and tried to get me back into my account with creating new passwords and sending me temporary passcodes but nothing worked. After days of this and dozens of phone calls, I spoke with a supervisor who told me that I wont be able to get access back to my account until the fraud investigation is complete. I asked her when that would be since I filed the complaint to them on XXXX. She told me that the actual complaint wasnt filed until XXXX and said that she had no idea when the investigation would be done. I pushed back asking why the fraud case didnt start on the XXXX when I reported it and she had no explination. I have had ZERO access to my account since XXXX. I have bills to pay and children to feed. I had to borrow cash from someone to even buy groceries because XXXX has me locked out of my account and it will be several more days until I get my new cards. The allowed someone to gain access to my banking information and steal every dime I had and yet I am the LEGITIMATE owner of that account and the funds in it and I am treated like the criminal.

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