Consumer complaint received 2026-04-21 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: GA

Complaint narrative:
Hello, I am reaching out to request help with a serious issue involving Wells Fargo that has not been resolved despite multiple attempts on my end. Wells Fargo is currently refusing to return my funds, totaling an estimate of $ XXXX. This does not include overdraft fees and fees accumulated due to scam and fraudulent activity. This situation began on XXXX, XXXX XXXX, 2026. Since then, I have : - Contacted Wells Fargo multiple times- Contacted the executive board - Attempted to resolve the issue through their internal process -My claims were denied -filed a police report -consulted with an attorney, in which I was waiting before pursuing legal action and contacting the news channel investigative teams I was targeted by individuals impersonating both a legitimate buyer and a representative of my bank. I posted a chair on the XXXX app for {$25.00}. The situation began when I was contacted by a person posing as a buyer interested in purchasing an item from me. Shortly after, I received a phone call from another individual who claimed to be a representative from my bank. This person stated they needed to verify my account information in order to complete or authorize the transaction with the buyer. Believing this was a legitimate request tied to the pending sale, I provided the requested information. Unfortunately, this interaction was fraudulent. The individuals used the information obtained to gain unauthorized access to my financial accounts. As a result, all funds were withdrawn or transferred from my bank account, as well as from my XXXX and XXXX XXXX accounts. Additionally, an account was created in my name on a platform called XXXX without my knowledge or consent. Upon discovering the unauthorized activity, I immediately contacted my bank and filed a fraud claim. I am also in the process of filing a police report to formally document the incident. Depending on the outcome, I intend to seek legal counsel to explore further actions. This incident has caused significant hardship for me, including financial loss, emotional distress, and ongoing mental strain. I am taking all necessary steps to report the fraud, recover my funds if and prevent further unauthorized activity. I went into the bank on XXXX, XX/XX/XXXX for support with my online banking due to this scam and to retrieve cash due to my inability to have access to my hard earned payments. I called the bank several times to explain the situation. I have been a loyal customer for XXXX years and I do not feel that this investigation was thorough. The impersonator took me through several verifications. I have evidence that I asked them to stop because I knew that it was a scam at that point and fraudulent. By this time, all of my information was retrieved and they used it to make transfers by using my name and information to receive unauthorized funds that affected all three of my Wells Fargo accounts. I filed a formal grievance and complaint on XXXX, XX/XX/year>2026 and escalated the fraudulent claim with XXXX XXXX after I received notification online that these transactions were not an error. This is unacceptable. The banker at the branch advised me to call all three credit bureaus, to place a freeze on my accounts. I completed this task. Another banker at the branch shared that it has been on the local news that scammers have been impersonating bankers. She named Wells Fargo and XXXX XXXX XXXX. I was unaware of this until she shared. I asked the online banker for a link to upload documents for evidence. The banker shared that that would happen through the investigation and I was never granted the opportunity until I appealed their denial. Mind you, before sharing the exec. board information, two online reps told me that I could not appeal. I do not understand how they came to this conclusion to not refund my financial earnings. If you look at the history of my account and XXXX years, I have only experienced minor disputes. I did not appeal claims that the bank did not approve with other hacks of unauthorized activities in the past. This time, it is too much money for me to ignore. I have financial responsibilities. I have to survive. I have a daughter in college and Im a single parent that I have to support. Right now, my daughter is at her university in need and I can not financially support her due to this fraudulent scam and Wells Fargo decision to not replace my funds. On XXXX XXXX, 2026, my claim was denied again! I formally dispute your recent decision to deny my claim regarding fraudulent activity on my account. I know feel that this is a act of discrimination and a XXXX issue with other evidence and consumers of my race who have shared similar reports with XXXX 's XXXX and were denied. As a loyal customer of XXXX years, I am deeply disappointed by the outcome of this matter. I reported this incident in good faith, providing accurate and truthful information to the best of my knowledge. The integrity of my statements and my long-standing relationship with your institution appear to have been dismissed without what I believe to be a thorough and fair investigation. I respectfully disagree with their conclusion. The transactions in question are unauthorized, and I have not benefited from them in any way. Given the seriousness of fraud and the financial, mental, and physical impact this has had on me, and my daughter, I expected a more comprehensive review process before reaching a final determination. I also expected my funds to be returned to me via the bank. I value my history with your institution, but this situation has significantly affected my trust. I urge you to re-examine this matter carefully and take appropriate action to resolve it. I expect my financial institution to respect and seriously consider claims made in good faith, and to uphold its responsibility to protect customers who have been scammed, hacked, or otherwise subjected to fraudulent activity. Unfortunately, my experience in this matter has not met those expectations. Please respond within a reasonable timeframe with the requested information and next steps. I affirm that the above statement is accurate to the best of my knowledge. I look forward to your prompt response. I believe this situation may reflect a larger issue in how customers are being treated, and I am asking your investigative team to review my case. Thank you for your time and consideration.

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