Consumer complaint received 2024-11-10 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Date : XX/XX/XXXX Amount : $ XXXX Prior Wells Fargo case number : XXXX & XXXX Account number ending in : XXXX ( Account was closed per Wells Fargos direction due to Identify Theft and that the account was compromised according to Wells Fargo Fraud Team ) Consumer Financial Protection Bureau , case number : XXXX Action : I have filed a complaint with CFPB that Wells Fargo opened the investigation prior to this complaint. However, since they were unable to show evidence or proof that fraudsters did access my account, which was unauthorized activity, instead Wells Fargo has decided to Closed the Case then deferred to other agencies. Please keep in mind, based on Wells Fargo 's allegations that on XX/XX/XXXX, I advised them that I was a victim of a Crypto fraud scam, which by the way are two separate crimes, one had to do with a fake Crypto trading platform ( Cryptocurrency not cash like the Online Wire Transfer ) and the other is stealing money from my Wells Fargo Checking account by stealing money ( cash ) out of my secure Wells Fargo Checking account, which was not only unauthorized but Wells Fargo security protocol failed, the customer was never notified but also their secondary authentication was compromised ( XXXX XXXX device ). Keep in mind, the most I have ever transferred out of my bank account is under $ XXXX. Here we are talking $ XXXX to $ XXXX increments ( 10 total transactions ). Wells Fargo never called me to validate the online wire transfers ever. This is a breakdown in their Online Wire Transfer system. As I mentioned before in my complaint, my other banks have all told me that any suspicious amounts or large amounts especially those of $ XXXX are required a phone call to the customer. At no time, did Wells Fargo call me or ask me any questions if the charges were legitimate especially amounts over $ XXXX to $ XXXX. 

What you will see is Wells Fargo 's response from my complaint followed by the Customer Response ( me ) based upon their explanation. The response by Wells Fargo is not adequate and doesn't explain the complaint at all without any evidence or data supporting their decision. I truly want to work with Wells Fargo but they don't seem to understand that the Fraudster are one or two steps above Wells Fargo 's security. I want Wells Fargo to accept it and return my retirement and life saving money that I had no involvement. The reason why the Fraudster are in this business because they want both the bank and the customer look foolish by breaking the system. 

Wells Fargos response : After we received your inquiry, our complaint escalations team also reviewed this dispute. While we regret to learn that you may have been the victim of a fraud scheme, we agree with the decision previously communicated to you by our Claims Assistance Center. 
Fraud detection Were committed to detecting and preventing fraud on our customers accounts. We regularly review account activity to identify irregular transaction patterns. If we detect potentially fraudulent activity, we take immediate steps to protect our customers. This sometimes requires that we temporarily block transactions or disable online banking. These blocks can typically be lifted within minutes after a customer contact us to verify the transactions ( provided there are no unauthorized transactions ). 

Customer Response : This never happened! I was never notified, nor did I know that an Online Wire Transfer was being initiated by someone else. Were talking about amounts over $ XXXX to $ XXXX ( XXXX total transactions ). 

Wells Fargos response : The online wire transactions completed through the secure Wells Fargo online banking session between XX/XX/XXXX, and XX/XX/XXXX, were completed with secondary authentication, along with your username and password. 

Customer Response : The username and password were stolen ( compromised ). Also, I had no possession of a secondary authentication method. 

Wells Fargos response : Due to the XXXX XXXX  device being used to complete these transactions, we were unable to find any indicators present confirming fraud on the account. Online fraud claims department advised that due to the device being reported lost/stolen more than 60 days after the online wire transfers were completed, the decision will remain denied. 

Customer Response : The last time I used the XXXX XXXX device was that I recall was back in XXXX and XX/XX/XXXX. I told XXXX XXXX Escalations Representative , XXXX XXXX XXXX XXXX that I recall seeing it clipped to a bag after I returned from XXXX in XX/XX/XXXX but I never had any use for it. Again, I dont make transactions over $ XXXX. Besides, the XXXX XXXX  device is very small and its not easily detectable. I didnt realize it was even stolen till later but thought it was misplaced nor did I know that it was being accessed. Now I realized it was stolen and taken by the Fraudster. 

Wells Fargos response : Additional information On XX/XX/XXXX, you advised that you were a victim of a Bitcoin fraud scam. At that time, we attempted to recall the funds, unfortunately there were no significant responses received and no funds returned from the beneficiary bank. We understand you unknowingly participated in a fraud scheme. While you may have acted in good faith, we cant assume liability for financial transactions a customer negotiates or otherwise authorizes with unknown individuals. 

Customer Response : Wells Fargo doesnt seem to realize that the Crypto Fraud Scam is using Crypto currency not cash. The Online Wire Transfer money from my Wells Fargo Checking Account was cash and has nothing to do with the Bitcoin fraud scam because they are two different forms of currency. All I am talking about is the money or cash, which was stolen from the Wells Fargo Checking Account. Bitcoin or Cypto has nothing to do with this because they are two totally different situations. Btw, you cant Online Wire Transfer Bitcoin or Cryptocurrency. 

Wells Fargos response : Due to the growing number of fraud incidents that are reported each year, its imperative for consumers to be cautious of circumstances that are associated with fraud schemes. Multiple consumer organizations, such as the Federal Trade Commission ( FTC ), offer tips and guidance on how to avoid becoming a victim of a fraud scheme. 
For your reference, there are multiple resources for consumers with tips on how to recognize, avoid, and react to fraud schemes. 
Wells Fargo resources are on our website at XXXX FTC offers resources at XXXX Federal Bureau of Investigation ( FBI ) accepts online Internet crime complaints from victims at XXXX. 
Case status We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. 

Customer Response : I have been working with all three agencies ( Wells Fargo, FBI, and FTC ) except the only one that has not been cooperative to reaching a viable solution is Wells Fargo. They need to understand that trying to prove their ( Wells Fargo ) innocence and closing accounts is not the solution. Its called something else! Can we please work together on this and reach an agreement? The reason why I am being assertive and tenacious about this matter because I am telling the truth and that the fraudsters are extremely clever. They called me and told me that Wells Fargo security is not secure as they ( Wells Fargo ) thinks.

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