Consumer complaint received 2024-12-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
I am a XXXX-year-old recent widow, and I was scammed by a man texting me and then calling me. He represented himself as a fraud agent for Wells Fargo. A week previous to the XX/XX/year>, incident, I was forced to cancel my Wells Fargo credit card because of fraudulent charges in California. A new card had not arrived until XX/XX/year>, two days after the XX/XX/year>, incident when it was NOT in my possession. Wells Fargo had set up my new account with new numbers online, yet it had not been activated by me. I believe the scammers homed in on that. On XX/XX/year>, a text message appeared on my phone at approximately XXXX XXXX  representing itself as Wells Fargo and asked me if I attempted a new device sign in on Online Mobile Banking App in XXXX FL? Reply Yes or No. I pressed No. When I did, another text came up and told me Thank you for confirming. No further action is required. A Specialist will reach out to you soon via phone call. Within 10 seconds, a man who identified himself as a fraud agent immediately asked me if I made a wire transfer to a XXXX XXXX in XXXX. I did not catch this man 's name unfortunately. He proceeded to tell me about scams that were occurring in Florida, California, Nevada, Oregon and Virginia. He brought up the Wells Fargo Branch at XXXX XXXX XXXX. XXXX  XXXX VA is under FBI investigation because some employee or former employee or even the branch manager was manipulating accounts. He said that I may even be called as a witness to the fact in the prosecution of this person. He told me he had 13 years of experience in fraud investigation. I questioned the validity of this. He gave his phone over to someone to verify this information. She Identified herself as XXXX XXXX. She verified the information and gave me her badge number XXXX. They then sent me a picture text of my bank accounts that were completely wrong. They told me that they were here to help me correct the situation. They also told me all my accounts were closed including my debit card. I went into an emotional panic and fear. I became a widow suddenly a year and a half ago and have struggled with this loss. My emotions and fear and panic took over me. I unknowingly cooperated with them. The next couple of hours my phone kept dinging with codes and giving them these codes. I withdrew {$10000.00} from the Wells Fargo Branch at XXXX XXXX XXXX location and deposited into XXXX  XXXX XXXX on XXXX  XXXX XXXX. I asked why XXXX  XXXX XXXX? He told me XXXX  XXXX XXXX was a partner bank with Wells Fargo. I then went to another Wells Fargo on XXXX XXXX XXXX XXXX. XXXX VA and withdrew {$5000.00}. Then I was told to deposit it at XXXX  XXXX XXXX on XXXX XXXX XXXX. XXXX  XXXX, VA. The name XXXX came up on the XXXX  XXXX XXXX screen as an account holder. I questioned that and was told that he was another agent on the case. When everything was complete, he told me to go home, and he would call me in a half hour to tell me how to get my accounts in order as he had promised. He never did. I called his phone 2 times and no answer. The number he used was XXXX XXXX. I realized I was scammed. Most of the money came from a credit card that I did not have possession of, nor was it activated. They maxed it out. They also cleaned out my checking and savings. This was reported to Wells Fargo the evening of XX/XX/year>. I have also reported this to the XXXX  XXXX Police Department and also to the FBI. I got a letter this week that Wells Fargo denied my complaint and I am responsible for the over {$14000.00} charge on a credit card that I did NOT have in my possession, nor was it activated. I do not have the resources to pay this. I tried to appeal, and they denied the appeal also. They said when I deposited the money in the XXXX  XXXX XXXX, I was guilty. I've always have had excellent credit, and this is going to destroy it. The scammers took all my money. As I have said before, I did not have this card in my possession, nor was it activated. At XXXX, I had a senior moment that I severely regret. I would like Wells Fargo to work with me to save my credit score or I might have to file bankruptcy.

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