Consumer complaint received 2024-05-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
On XXXX th I received a Fraudulant text message disguised as Wells Fargo Fraud dept followed by a phone call from the fraud dept. Said person as well as text message indicated that someone tried to make a purchase at XXXX  XXXX, FL for {$1700.00} this message asks if I tried to make this purchase. I Responded N for No as instructed. Shortly there after I recieved a call from a Representative stating this was most likely an attempt to commit fraud. On my account, I again stated it was not me as I was in XXXX XXXX, SD. The transaction was Blocked according to this XXXX for Wells Fargo. I was then given my own personal information and asked to confirm a couple things. So as I was focused on stopping the fraud I did so. Within the hr I was on a secondary Phonecall/Facetime with Wells Fargo Life/Fraud protection . After some time I was told that it looked as if this all happened from a cloned/Secondary device and XXXX Stated that I was most likely the victim of Identity fraud. That someone had logged in to my Wells Fargo acct and had tried initiating transfers out of my account. I was at this point unable to log in to my account. Via Wells Fargo app and online e. Having never dealt with this I was obviously concerned, a little confused and upset. So as this call progressed I was instructed to change my XXXX ID and passwords to try and block whoever was logged in on my XXXX ID. So I did. We went through some Trouble shooting steps. At this point everything seemed to be. Going well. So I continued with this process. As this went on the XXXX gave me a couple codes that I mended to enter to confirm changes to XXXX ID, Wells Fargo XXXX. At this point we seemed to have been able to get the account resecured. I was again instructed to change and update my contact info. So I did not knowing that my screen was being screen grabbed and this XXXX  was able to see everything I was doing. At this point I was instructed to make attempts to log in and not of my accounts again. Once I was able to do so representative stated that call center was closing and that they would return my call first thing in the XXXX around XXXX central time to try and wrap up the claims process this was in XX/XX/XXXX the phone rang and again it was what I thought was a Wells Fargo XXXX at this point the XXXX stated that they were gon na run some test transactions and also walk me through the fraud claims filing process. So we continued to walk through this process I was given instructions to run several different transactions. Totaling {$6200.00} dollars roughly. We ran these test transactions. And it appeared as it they went through and then were kicked back to my acct on my XXXX  wallet. At this point. I was asked if I had any questions or concerns I stated that I think things seemed ok. I was asked if I had noticed and odd activites since charge in XXXX, FL I stated I had not. We wrapped up the phone call and I continued to go about my work day as I had been during this whole thing and as this situation was taking place. I promptly checked my accounts Wells Fargo and XXXX and everything looked ok nothing appeared out of order. I wrapped up my work day several hrs later and then proceeded XXXX XXXX XXXXack to MN. From XXXX falls, SD I wrapped up the night at my girlfriends house and went to bed. When I woke up in the morning I noticed an auto payment didnt go through. So I promptly opened my account to see that my accounts were drained as well as a {$700.00} cash advance off my credit card all balances had been transferred to my everyday checking and transferred to XXXX XXXX. This brought the total to roughly {$7000.00} in total. I ended up taking the day off and went to the bank and started the claims process with Wells Fargo. This was approx 11 days ago. Wells Fargo accepted the claims and I was told that I had to wait 2-10 days for a resolution. I have called Wells Fargo several times aswell as have recieved several calls from Wells Fargo to answer questions from them I was lead on for 10 days while they picked and chose the info they wanted to use against me I was basically accused of fraud and was told they were not going to cover my claim and they were not liable after an internal investigation. During this process Wells Fargo pulled {$700.00} additional dollars from my acct and forced a Resolution on my credit card fraud claim. They sent me a letter stating that they has resolved my credit card fraud. The case was closed and everything was under XXXX claim now. As in XX/XX/year>24 I was told that I was out the money and Wells Fargo wouldnt cover any losses incurred because they claim I made these advanced and transfers and approved them in an attempt to commit fraud. I stated this was u acceptable on all levels and that it was wrong. Not to mention any and everytime I called to get as answer to a question I was transferred repeatedly to multiple depts over and again and then refered or transferred back to the same dept I had just spoke with. This just screams shady especially considering out monies are federally insured.. I can not understand the reasoning behind them not covering these fraudulent transactions.

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