Consumer complaint received 2025-06-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: MT

Complaint narrative:
On XX/XX/XXXX at XXXXXXXX  I got a call from a person that was impersonating a Wells Fargo employee. The call started off normally. They were already logged in to my account when the call started which resulted in them knowing my account balance and last 4 of my card numbers. They asked for my name, phone number, and the last four digits of my social security number. I was told that a large sum of money was potentially being transferred from my account and they were going to help me stop it from processing. We walked through some previous charges that looked suspicious on my credit card and I was told that they would investigate it. 

At XXXX I was sent two access codes that I shared with the impersonator. I believe this later granted them access to change my daily transfer limit, XXXX settings and username and passcode. They proceeded to tell me that in order to stop the transaction of {$9100.00} from being processed I needed to withdraw the amount from my savings account to my XXXXXXXX XXXX XXXX XXXX and then back to my checking account and then delete my cards in my XXXX  XXXX  for safety. I questioned this transaction and they told me it was a normal protocol for large transactions to keep them from processing. I made the transfer from what I believed was my savings account, of {$9100.00} to my XXXX XXXX card and then was told to transfer it back to my checking account. I was then told to hang up as the transfer was processed and wait for a call back to confirm. I received a call back, and then I was put on hold for a little while. I then immediately hung up to call Wells Fargo to confirm what had happened, and was informed that it was a scam. I tried to login in to my bank account, but I wasn't able to. I went straight to my bank to file a dispute and get a new savings and checking account along with resetting my username and password. 

I had originally thought I had made the transfer from savings to XXXX XXXX, and then back to my checking account, and then the scammer had withdrawn the money. About about a week later I called XXXX support, and was told the money was sent to XXXX XXXX. The bank did not let me know that this was the case even though I had walked them through what I thought had happened a handful of times. I called a Wells Fargo employee on the XXXX after seeing that in my bank the transaction of {$9100.00} that had been pending the last 7 days was no longer pending. She told me to call XXXX XXXX  and that is when I filed a dispute through XXXX XXXX. It was denied due to the transaction being seen as authorized. 

I have spent four plus weeks reaching out to the bank giving them information about my case and asking for updates. I have been told multiple times I would hear from someone in 24 to 48 hours and I still haven't received any calls back. I have only been updated on the status of my claim when I have taken action and called, besides an email I received denying my claim. I have also figured out that three unauthorized transactions happened prior to the call that I believe resulted in the payment processing. The phone call with the impersonator started at XXXX XXXX. The first unauthorized transaction occurred at XXXX XXXX  where they changed my Wells Fargo passcode, which is confusing since I logged in when the phone call started. At XXXX a transfer of {$9200.00} was made from my savings account to my checkings. At XXXX my digital card number was deactivated in XXXX XXXX. Wells Fargo did not notify me of the large transaction from savings to checking till an hour later at XXXX. I didn't see this until I got to Wells Fargo and the call had ended. 

Since filling, my claim has been denied through Wells Fargo because they believe the unauthorized transaction/transfer of {$9200.00} was not related to the fraud event. They have never asked me to provide any documentation to help their investigation. I am still reaching out and doing what I can to resolve this issue, along with filing an escalated complaint on XX/XX/XXXX. I left a message for XXXX the investigator for my case on XX/XX/XXXX and on XX/XX/XXXX to hopefully get more information about the reason for denial, but I have yet to hear back. They are currently looking into concerns I have about the unauthorized transactions prior to the call and I should hopefully hear back soon. I am also working with the police department and they told me they have some leads on the phone number used to make the call. They are also reaching out to Wells Fargo to get more information on the investigation. I submitted a claim through XXXX that was also denied on XX/XX/XXXX due to no processing errors.

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