Consumer complaint received 2025-12-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I was the victim of a social-engineering scam involving impersonation of Wells Fargo fraud department XXXX I was deceived into authorizing an XXXX XXXX transfer under false pretenses, believing I was securing my account. Wells Fargo denied my claim solely because the transaction was authorized, without considering the deception involved. I am requesting a review under consumer protection standards for impersonation fraud. 

On XX/XX/XXXX I received a text asking me to confirm a log in attempt on my Wells Fargo banking app, I responded No and shorty after received a phone call from Wells Fargo Fraud Detection. Whom ever had called was in fact not my bank but an impersonator, I unfortunately did not find this out until the following days. They had access to my bank account before calling, as he began the call by introducing himself, giving me his badge id number, and making me aware of the situation, reading off a list of both my transactions and fraudulent charges. He reassured me that he was handling the situation and shipping me new cards so my bank account would be secure with a new password and my money would be returning soon. I was told that it was urgent that I act in order to protect my account and money and I was unfortunately deceived into authorizing a payment I was unaware of. 

Thursday the XXXX I noticed I wasnt able to log into my banking app and received a text that my account had less than a {$10.00} balance. This prompted me to call the number on the back of my card to further investigate. This is when I found out what damage had been done in my account. A charge of {$1200.00} was active cash transferred from my credit card to my checking account. The funds in my savings had also been moved to my checking account. A total sum of {$5100.00} had left my checking account via an XXXX XXXX transfer that I had not knowingly made. To my devastation that was everything I had across both my accounts as well as the active cash transfer that now has me put into debt. I am now being charged fees and interest on my credit card due to the active cash transfer and my credit is dropping with no funds left in my account to help. 

Wells Fargo has been aware and a claim has been filed since the XXXX of XXXX, they unfortunately have given me very little instruction or info, despite my asking and countless calls. On the XXXX of XXXX I finally received some instruction to fill out a police report and reach out to XXXX XXXX in hopes to help get this resolved. I have now completed both of their suggestions. I am incredibly frustrated by their negligence to inform me of these steps, as I would have had them completed when I first found out I was scammed, had I been made aware. 

Unfortunately XXXX XXXX denied my claim, stating that Wells Fargo would be responsible for any reimbursement. The police have unfortunately not been able to find anything either. Wells Fargo has now denied my claim twice and refuses to look further into it. I am desperate for any help or support that can be provided.

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