Consumer complaint received 2026-05-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I previously submitted a complaint regarding an unauthorized {$10000.00} transfer from my Wells Fargo checking account. Since my initial complaint, Wells Fargo has formally denied my fraud claim, and I am submitting this complaint as a formal escalation regarding the improper handling and denial of my claim. On XX/XX/year>, I received multiple phone calls from XXXX, which is XXXX XXXX official customer service number. The caller identified themselves as a Wells Fargo representative and informed me that my account had been compromised. The individual demonstrated detailed knowledge of my accounts, balances, and recent transactions. I did not provide any personal information, passwords, verification codes, or authorization during this call. Shortly thereafter, I discovered a {$10000.00} XXXX XXXX transaction pending from my personal checking account. I immediately reported the transaction to Wells Fargo and disputed the transfer as unauthorized. I also filed reports with the XXXX Police Department, the Federal Trade Commission, and the Federal Bureau of Investigation. Additionally, a replacement debit card was issued and mailed to my address without my request, which further supports my belief that my account had been compromised and manipulated without my authorization. Despite timely reporting this unauthorized transaction, Wells Fargo failed to provide provisional credit within the timeframe required under XXXX XXXX, even after I was specifically advised by a Wells Fargo representative that provisional credit would be issued while the investigation remained ongoing. Wells Fargo has now denied my claim, stating that the transaction originated from my phone. I am disputing this conclusion in its entirety. The fact that a transaction may have originated from a device associated with me does not constitute authorization under XXXX XXXX I did not authorize this transaction, nor did I knowingly permit anyone else to access or transfer funds from my account. I believe Wells Fargo conducted an improper and insufficient investigation into this matter. At no point was I provided detailed evidence demonstrating how Wells Fargo concluded that I authorized this transaction. Wells Fargo has failed to adequately address the surrounding facts, including the spoofed calls from their official phone number, the unauthorized debit card replacement, and the indicators of account takeover fraud. I am requesting that this complaint be escalated and reviewed based upon the following : Denial of my claim without sufficient evidence of authorization Failure to provide provisional credit as required under XXXX XXXX Improper investigation and failure to fully consider evidence of fraud and account compromise My continued dispute of this unauthorized {$10000.00} transfer I am requesting : Full reimbursement of the {$10000.00} unauthorized transfer A proper investigation consistent with federal law and XXXX XXXX Copies of all evidence and documentation Wells Fargo relied upon in denying my claim, including device information, authentication records, IP logs, and transaction verification data If this matter is not resolved appropriately, I intend to retain a consumer protection attorney to pursue all remedies available to me under federal and state law. I respectfully request immediate review and corrective action regarding this matter.

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