Consumer complaint received 2024-06-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XXXX  XX/XX/year> I received a phone call from the general Wells Fargo customer service number XXXX ( XXXX ) XXXX. That is the number that showed up on my caller ID as well as " Wells Fargo Banking '' written below it. This number called XXXX  within a minute, I missed the first but answered the second. I was told that I was speaking to a Wells Fargo agent and that there had been suspect activity occurring on my checking account. I was told I would be sent a code to verify my identity and to read that code off to the representative. Again, this code came from a Wells Fargo XXXX digit text number that I had received many identity codes from. The representative asked if I was aware that my online credentials had been changed and that my alerts had been turned off. I told him I was not aware of this and that I was worried. He assured me we would handle this, turns out he was changing my credentials and turning off my alerts while we were on the phone together. It is important to note, I am XXXX XXXX XXXX and currently building a house on a hard money loan. The only bank accounts I have are all through Wells Fargo. In the last few months, there has been more money in and out of my accounts than I have ever had. Originally, he had told me the transaction that raised suspicion was a {$2000.00} scheduled transfer to a man in Indiana. I, of course, confirmed that I did not schedule this transfer and need it to be stopped. But, once he was logged into my online portal, I believe he saw how much money I had available and now claimed there were XXXX different transactions amounting to {$9900.00} in slightly different amounts ( {$2000.00}, {$1900.00}, {$1800.00}, {$1700.00}, {$1600.00}, {$950.00} ). The man informed me that scammers do these amounts in an attempt to not trigger fraud protection. I was also told that it looked like someone had transferred {$10000.00} from my house account to my everyday checking. Of course, I am extremely worried now but have been led to believe that I am talking with someone who can help me. I was then told that for specific cases like this, Wells Fargo had partnered with XXXX ( makes sense to me ) and I will be given an instant " offload '' card. The man asked if I knew how to work XXXX XXXX and I said yes. He then instructed me to add this " offload '' card to my XXXX XXXX. He read me the numbers out loud and I added it. I was then instructed to start loading my XXXX XXXX card with the amounts listed above ( the supposed scheduled transfers ). He then informed me that I will have to input my phones passcode as well as face ID. I did each transaction as he described. He then instructed me to transfer the balance from my XXXX XXXX card to the " offload '' card he had had me add to my wallet. I did so. He then informed me that Wells Fargo would be issuing me a new debit card and I should see it pop up in my wallet, I did. I later realized that he had been in my account and had simply requested a new card as if he were me. He assured me that now that the funds were removed from my main Wells Fargo checking, these scheduled transfers would not go through and the money would be moved onto my new debit card he had added. I was then instructed to remove the " offload '' card from my wallet. Then to go into the " previous cards '' section on my wallet settings and delete it from there as well. Leaving no trace of this card. I then asked if I would be given new checking/savings account numbers since someone had accessed my online banking. To which I was told " Oh yes, you'll receive that info in the mail, thank you, bye. '' The very end of this conversation is what first made me think I had just been scammed. Normally, customer service agents are very helpful to the last minute and triple check if you had any other questions. I had been at work at the time, so when I got home, I thought I should call WF to make sure the fraud claim was filed correctly and that I was no longer at risk/would be receiving new account numbers. I called the same number that had called me just hours before. I was greeted by the automated voice asking the last XXXX digits of my social and what account this was regarding. ( Real Wells Fargo ) Once connected with a representative, I explained that I wanted to make sure proper action was being taken with the fraudulent activity on my account. She informed me that there were no open claims on my account and that Wells Fargo had not called me. I became upset, thinking she wasn't seeing everything. But of course, I started to go back on the conversation from earlier and notice every little detail that was slightly off. This agent then helped me open a claim regarding what had happened. I was on the phone with her for XXXX and XXXX hours explaining how he had been in my account, the XXXX XXXX transactions, etc. I again asked if I would be receiving new account numbers. The agent told me " she didn't think it was necessary ''. I was told to call the special fraud/phish line starting at XXXX the next morning. I did immediately. This woman was much more helpful, I explained the entire situation over again. Defending myself, stating that I am young and technologically savvy and that this was not an easily detectable scheme! Reiterating that I would have never even picked up the phone, had the number not been Wells Fargo. She assured me that these scammers have gotten better than anyone could have imagined and that we would get it all figured out. I was on the phone with her for nearly XXXX hours. She informed me that I would in fact be getting all new account numbers because this man had been able to see everything possible when logged into my online portal. It was explained that all of my pending transactions would be moved into my new accounts. Including the {$2000.00}, {$1900.00}, {$1800.00}, {$1700.00}, {$1600.00}, and {$950.00}. She then transferred me to the " apple cash '' department so that a separate claim could be filed. Again, I explained what happened to this new agent. She was also amazed at how complex of a scam it was. At the end of both phone calls, I had XXXX fraud claims open : a transfer fraud claim and an XXXX  cash/debit card fraud claim. I was told to wait XXXX business days before calling back. If the claim was not resolved within XXXX business days, I would be issued provisional credit back to my account. Meanwhile I had XXXX access to my online banking to see what was happening. When the XXXX  days were up, I called and spoke with a representative who told me that the claim was closed because " no funds were lost ''. The fraud team had only been looking over my now closed accounts. Not noticing that the XXXX transactions amounting to {$9900.00} had been moved into my new checking account and had indeed been posted. I pointed this out to the man on the phone and he was nice enough to reopen the claim and it was moved to " high dollar fraud ''. This meant my XXXX business days started over again. After speaking with someone regarding my online access, I was told they couldn't see a reason that I couldn't access my online banking, so just keep trying. A few days later, I was contacted by someone in the high dollar fraud department asking for some more information. I again told the story, my story never changed and each time I told it, I clarified that I did in fact make the XXXX XXXX  transactions using my Face ID but all of this had happened under false pretense and guidance. Just a couple business days later, I called to check on my claim and was told that the representative I was speaking with could not access the whole claim due to the large amount but saw there was a note it would be resolved the next day. When I did not hear from anyone again, I called and was told that my claim had been denied. It was confirmed by XXXX that my Face ID was used in the transactions, implying that I willingly gave this man {$9900.00}. During all of this, I was also notified that my transfer fraud claim had been denied because the transferred funds in question were part of another claim where they had been lost, I was not worried about that. Thinking that once my XXXX cash/debit claim had been resolved, I would get the money back regardless. I was then told the only next step was to file a claim with the Executive Offices. It was now XX/XX/year>. XXXX full weeks and XXXX business days after the original claim. On XX/XX/XXXX, XXXX weeks after the original claim and XXXX business days, I called the Executive Offices and was told my claim had yet again been denied and I had gone the furthest I can go with a fraud claim. They also asked me if I had reached out to XXXX myself, I had not, because I was assured that my bank was handling it. I was, of course, beyond upset. Wells Fargo has been my bank for the majority of my childhood and my entire adult life. I feel this situation was mishandled in many, many ways. 
XXXX. The scammer was able to mask their phone number as the Wells Fargo customer service number that can be seen on XXXX, Wells Fargo checks, and the back of your debit card. This number still shows on the phone record today. 
XXXX. The " scammer '' was able to raise my spending limit immediately without issue, had he not been able to, these charges would have never gone through. 
XXXX. By the first actual customer service agent, I was told new account numbers were not needed. Unauthorized people had been in my online banking for an extended period of time, much more damage could have been done. 
XXXX. The charges showed as pending for nearly 8 days before they posted to my account, why were these not stopped?? 
XXXX. The XXXX  fraud specialist never thought to look at my new checking account, glanced at the old XXXX and called it good? 
XXXX. Each time I received information about my claims, it was because I called. Wells Fargo never informed me of the status until after I called and asked. 
XXXX. I was NEVER led to believe that my claim was unfounded or that there was a possibility it would be denied, let alone XXXX  times. 
XXXX. I was locked out of my online banking and could not access my accounts for nearly XXXX weeks, after something like this happens to you, that is beyond stressful. 
XXXX. During this time, I was never issued any provisional funds to my account, even though the investigation went well beyond XXXX business days. 

To summarize according to the EFT act Regulation E 12CFR 1005.2 ( m ) Comment 1005.2 ( m ) - 3 " An unauthorized EFT includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery. Similarly, when a consumer fraudulently induced into sharing account access information with a third-party, and a third-party uses that information to make an EFT fro the consumer 's account, the transfer is an unauthorized EFT under Regulation E '' At the end of the day, this never would have happened had this person not been able to mask their phone number as a Wells Fargo number. I would like to believe that XXXX of the world 's largest financial institutions had protections against that. Why would I bank with a member of the FDIC if this is how my money is treated and protected? As a consumer, {$10000.00} is a significant amount of money that is not even a drop in the hat to Wells Fargo or XXXX for that matter.

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