Consumer complaint received 2026-07-08 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: CA

Complaint narrative:
On Tuesday XX/XX/XXXX at XXXX, I was the victim of a bank impersonation scam that resulted in the loss of {$9000.00} from my Wells Fargo account, account number and savings account number. I received a text message on Tuesday XX/XX/XXXX stating that my Wells Fargo account had been compromised. To check whether this was legitimate, I called the number printed on the back of my own Wells Fargo debit card. I was on hold on that legitimate line for approximately XXXX minutes. While still on hold, I received an incoming call from a separate number that closely resembled Wells Fargo 's official number. The caller identified themselves as a Wells Fargo representative and told me my account was compromised. They then proceeded to lock my account due to suspected fraud. I could not access to verify what money was taken or moved from which account. XXXX ID was XXXX and my login credentials were not working. I was under the impression they were from Wells Fargo as the account was successfully locked. Because I had just spent XXXX minutes on hold with Wells Fargo 's real number when this call came in, the situation appeared credible. The caller told me they needed to move my funds into a new, secured Wells Fargo account to protect them, and walked me through confirming this transfer using XXXX XXXX. I believed I was moving my own money into my own new account. I did not knowingly send money to a third party and received no benefit from the transfer. The funds were in fact sent to an account controlled by the scammer. I reported this to Wells Fargo on Tuesday XX/XX/XXXX. Wells Fargo conducted XXXX internal reviews and denied my claim both times, with the final denial issued on Tuesday, XX/XX/XXXX. I filed a police report on Tuesday, XX/XX/XXXX with XXXX XXXX Police Department XXXX XXXX Police XXXX, case number XXXX. I believe this transaction should be treated as an error or unauthorized transfer under the XXXX XXXX XXXX XXXX and XXXX XXXX, because I was deceived about who I was speaking with and about the true destination of the funds. I did not intend for a XXXX XXXX to receive this money. This matches a recognized bank impersonation scam pattern in which victims believe they are transferring funds to themselves. I have sent Wells Fargo a formal written dispute and request for reconsideration through their XXXX XXXX, and I have not received a satisfactory resolution. I also asked for a letter of the written denial via email and they only allowed this be sent through mail which I have not received. Under XXXX XXXX, I have the right to the documents the bank relied on to make this decision. This loss represents a significant portion of my annual income and has caused genuine financial hardship. I am asking the CFPB to review Wells Fargo 's handling of this claim and to press for reimbursement.

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