Consumer complaint received 2024-09-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
On XX/XX/24 I received a call from XXXX ( XXXX ) XXXX and my caller ID identified the caller as " Wells Fargo. '' The man on the line stated they worked for Wells Fargo ( " XXXX '' ) in the fraud department. The XXXX representative stated that someone was attempted to withdraw {$5000.00} from my account in XXXX, AZ. The rep stated that they blocked the charge but my debit card had been compromised. They confirmed my personal information with me, including my phone number, the last XXXX digits of my social, address, etc. The rep asked how many accounts I had with XXXX because he stated they could have been compromised as well. The individual on the phone knew my address. The XXXX rep stated that XXXX was utilizing a new card recycling system as a new way to efficiently deliver cards. They transferred me to the " XXXX shipping department '' to gain more information. During the transfer, the call dropped and I received a call from XXXX ( XXXX ) XXXX which my caller identified as " Wells Fargo. '' The woman on the line stated that she was from the XXXX shipping department. She confirmed my information again and stated that another individual would come to my home to pick up my compromised debit card. She stated that if I turned my old card immediately they would be able to send out my new card right away. The XXXX rep stated that she wanted to ensure my account was set up for text message alerts so that they would not need to call me in the future. While I was waiting for the woman to send me a text to confirm I could receive alerts another individual showed up to my house. The woman looked to be in her late XXXX or early XXXX and wore a shipping vest and hat. The woman handed me a pair of scissors and asked my to cut up my debit card and place it in a manila folder. She assured me that she would ship it out immediately so I would receive my card. XXXX XXXX the shipper left, the XXXX rep kept me on the phone for another hour. When the call was done she assured me that my accounts would look normal the next day. 

On XX/XX/24, I received XXXX notifications from my XXXX app stating that my account was negative. I checked my accounts and saw that someone had made a telephonic transfer of {$9000.00} from my credit card to my debit card, transferred all of my savings to my debit card, and drained my debit card completely. Before this incident I had {$2500.00} in my debit account, {$450.00} in my savings account, and {$9000.00} available on my credit card. I immediately called XXXX and the woman on the phone stated that I had been defrauded and needed to file a claim. She transferred me to the claims department where I waited on hold. While I was on hold with the claims department, I received a call from XXXX ( XXXX ) XXXX. The person on the line claimed to be from the XXXX claims department. I stated that I was on hold for the claims dept on the other line, but the rep assured me that he was from XXXX and I could hang up the other call. I hung up the other call and explained my situation. While I was going through the fraudulent transactions he hung up. Without having another option I went to a local XXXX branch to speak with someone in person rather than over the phone because I did not trust anyone over the phone. The bankers allowed me to use their branch phone to call XXXX and make a claim. Aft er XXXX hours, my claim was filed. Subsequently, XXXX denied my claim and stated that they do not believe any fraud occurred.

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