Consumer complaint received 2024-11-27 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: TX

Complaint narrative:
This is kind of long and I am sure I will be missing some details as I am typing but people keep telling me to reach out to you. 

XX/XX/XXXX around XXXX PM I received a call from a XXXX number. Typically speaking I dont answer numbers I dont know but something told me to answer it. Well, I answered it and it was a guy from XXXX XXXX fraud department ( thats what I was told ). He had asked me if I had sent these XXXX payments and I had told him no when I told him no he said OK well it looks like your card has been skimmed. So he went and sent me a text showing that he was reversing these XXXX payments. As we continue to talk, he continue to ask me about my transactions asking them if I had made them or not. He never asked me for my personal information such as Social Security or phone number just already had access to my account. The call continued for another XXXX XXXX hours. He was going through charges that he said were coming through in reversing them or so I thought. Towards the end of the call around XXXX PM. He sent me a confirmation sheet saying that Wells Fargo was going to be sending a courier to pick up my card. He told me to cut the card in half put it in an envelope and put the serial number and confirmation number on the envelope. I did that in the back of my head. I thought that was stupid but after XXXX XXXX hours of being on the phone with this guy, I figured that it was a legit call. So he had a guy come to my house I handed him the envelope. He had the confirmation code and everything well within XXXX minutes they had taken everything out of my account everything out of my savings and everything out of my checking account they had completely wiped my account. at the end of the call, he told me he was overnighting me a new card, and that all I needed to do was reset my pen so that I would be set the next day this is where he got my pin number. He told me to enter a new pin number into the phone and press pound. He then told me that he would give me a call at XXXX in the morning to let me know what they found out. Well, once I never received that call at XXXX I went ahead and I called that phone number back the same number that he called me from the XXXX number I called them back Phone number. When I spoke to the person at Wells Fargo and asked them about my fraud claim they explained to me that they did not have a fraud claim on my account and that no one had called me the day before this is when I realize that they call from the day before was actually me being scammed. Yes, I feel extremely stupid but at the same time I spent XXXX hours on the phone with this guy. I actually had a guy come to my house I have on camera because I have a ring camera. I also have all the timestamps of the transactions that he did that night. This was all done in XXXX near XXXX. He took out {$2500.00} at the XXXX in XXXX, {$900.00} at the XXXX in XXXX. And then he proceeded to take out {$1000.00} and at Wells Fargo ATM machine. I quickly filed a police report. 

So fast forward to this week I am waiting for Wells Fargo to you know decide what they were gon na do well they sent me an email telling me that they will not be returning my money. That they saw it as it was me doing the transactions. Even though I told them I have all of the on camera. I have all of the text messages from the guy. I also have the phone evidence showing that he called me from a Wells Fargo number. I guess XXXX just stuck because {$4400.00} is everything that I had. Everything Ive been saving over the last XXXX or XXXX years. And now I have nothing. I know this XXXX not be taught prior priority and I dont really know if theres anything that you can help with, but everybody keeps telling me to reach out to you so there goes.

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