Consumer complaint received 2026-04-13 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am filing a complaint regarding a fraud claim with Wells Fargo involving {$14000.00}. I was a victim of impersonation fraud. I was contacted by an individual who was posing as Wells Fargo and who had knowledge of my account information. I believed I was speaking with the bank and was instructed to take immediate action to 'protect ' my funds. Following those instructions, I went into a Wells Fargo branch and withdrew cash from my account. Although I did not write a check, the transaction appears to have been processed internally as a withdrawal with a check number. I was then instructed to deposit the funds using what I was told was a secure method. This involved a digital debit card that appeared temporarily on my phone. That digital card is not associated with my account, is not in my name, and is no longer accessible to me. The Funds were deposited and then immediately removed. Wells Fargo has stated that they do not see a digital card associated with my account, which is exactly the issue. The account or card used to receive the funds was not mine and not under my control. This supports that the transaction was part of a fraudulent scheme and not a legitimate or authorized transfer. I reported the fraud and initially filed a claim. That claim was denied. However Wells Fargo then reopened the matter under a new claim number and transferred it to their check fraud department, focusing on the withdrawal itself rather than the fraudulent circumstances that caused it. This reclassification is the core issue. The withdrawal was not a normal or voluntary transaction, it was performed under deception by someone impersonating the bank. The entire sequence of events, including the withdrawal and subsequent deposit, was part of a coordinated fraud. Despite reporting this promptly and fully cooperating, I have not received provisional credit. I was informed that an expedited request has been submitted, but I have already waited the standard XXXX business days typically associated with fraud investigations. I am concerned that my claim is being improperly evaluated as a check or withdrawal issue rather than as impersonation fraud involving unauthorized activity. The focus on how the withdrawal was processed is ignoring the fact that I was deceived into making that transaction. I am requesting that this case be reviewed as fraud involving impersonation and unauthorized activity, and that provisional credit be issued while the investigation continues. I am also requesting a full review of how this claim has been handled, including the denial of the original claim number, and the failure to provide timely provisional credit. This situation has caused significant financial hardship and stress, and I am seeking a fair resolution consistent with consumer protection standards. 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