Consumer complaint received 2026-05-27 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: FL

Complaint narrative:
XXXXI am filing this complaint because I was the victim of a sophisticated impersonation scam involving individuals pretending to be Wells Fargo Fraud Department representatives. Despite immediately reporting the fraud, both Wells Fargo and XXXX XXXX denied my claims solely because I technically completed the transfers myself, even though I did so under false pretenses while believing I was following Wells Fargo fraud prevention instructions.XXXXOn XX/XX/XXXX, I received a text message appearing to come from Wells Fargo asking whether I had attempted a new device sign-in in XXXX Florida. I replied No, and immediately received another message stating a representative would contact me shortly. I then received a phone call from a man claiming to work for Wells Fargo Fraud Department.XX/XX/XXXXThe caller stated my online banking had been compromised and convinced me that my accounts needed to be secured immediately. He instructed me to move my funds into my linked XXXX XXXX account temporarily while he assisted with closing and reopening my Wells Fargo account and setting up a virtual card allegedly connected to XXXX XXXX XXXX for fraud protection purposesXXXXThe caller repeatedly reassured me that this was legitimate Wells Fargo procedure. He instructed me to provide Wells Fargo verification codes sent to my phone and to transfer my money through Cash App to a virtual card. I repeatedly questioned the legitimacy of the process but was manipulated into believing I was protecting my funds from fraud.XXXXThe total amount stolen was XXXXAfter the calls disconnected, I contacted Wells Fargo directly and learned that I had never been speaking to Wells Fargo employees. I immediately reported the incident to Wells Fargo, XXXX XXXX, and law enforcement.XXXXDespite reporting the fraud quickly and providing all supporting information, both companies denied my claims because the transfers were technically authorized. However, my authorization was obtained through deception and impersonation by criminals pretending to be Wells Fargo employees. I never knowingly authorized criminals to receive my money.XXXXI believe Wells Fargo failed to adequately protect consumers from impersonation scams and failed to properly investigate the circumstances surrounding these transfers under Regulation E. I also believe XXXX XXXX failed to provide meaningful assistance despite the fraud being reported almost immediately.XXXXI am requesting:XXXXA full review of Wells Fargos handling of my Regulation E claim.XXXXReimbursement of the stolen fundsXXXXA review of whether Wells Fargo followed Regulation E requirements for unauthorized electronic fund transfer investigations.XXXXA review of XXXX XXXX response and denial of my fraud claim.XXXXI have documentation supporting my complaint, including screenshots, timestamps, transaction records, text messages, phone numbers used by the scammers, and claim information.XXXXPhone numbers used by the scammers:XXXX

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