Consumer complaint received 2025-08-01 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
XX/XX/year>XXXX  From : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, TX XXXX To : Wells Fargo Subject : Urgent Resolution for Everyday Checking ending XXXX Claim # XXXX To Whom it may concern, My name is XXXX XXXX XXXX, I have had a very bad experience at Wells Fargo that has caused me tremendous grief, and my goal is to find someone with authority that will look at the documents and see how wrong this was for no one to be willing to do what could and should have been done to stop this transaction. I will try to make it short, but I need someone to correct this. On XX/XX/XXXX at XXXXXXXX XXXX I picked up my phone to see 3 text messages, XXXX it was a code from Wells Fargo, XXXX text adding someone by the name of XXXX XXXX to my XXXX online account and also time stamped XXXX a text stating I had just sent a Wells Fargo Wire for {$9800.00}, at XXXXXXXX XXXX I was calling Wells Fargo Fraud Department, 2 minutes after the notice was sent ( I have attached the screenshots with time stamped text and screenshots of time stamped phone call ). I told the lady exactly why I was calling and she put me on hold and came back and said, well its too late, the wire has been sent, she starting asking me questions, does anyone have my account information, did I give anyone my code, does anyone have access to my computer, I assured her that I live alone and not one person on the face of this earth has my information. I stopped her and said, please call the receiving bank to alert them there is a fraudulent wire being sent and to not deposit it in that account, she said, I cant do that, I then told her to give me the information and I would do it, she refused to give me any information on where the wire was sent, by this time she had basically accused me of sending the wire myself or giving someone my information. She said we sent you a one-time code and you replied with the code, I said no I did not, tell me if it was a reply from my cell phone or email, and she refused to tell me that. At this point, I started to believe this was someone at the bank who was accessing my information, how can you say I did this, but I can not find out how you got the code, where it went or the account it was sent. I know for a fact the wire could have been stopped if she had done her job. She informed me she had closed my account and opened another and it was a puzzle to me that the wire was gone yet she moved the XXXX to the new account which left me XXXX to my name. You can imagine to my surprise when I found out I had also been charged a XXXX wire fee. I can not express the frustration and helplessness of this employee having total control of my money and refusing to give me the information as to where it was being sent so if she was not going to help, I could do it myself. I can honestly say, when I hung up the phone after speaking to her for 56 minutes, there was going to be no true investigation and that she did not care what had happened and had no intensions of helping me, why I have no clue. So as soon as I hung up, I went to make sure I captured the screen shots from the text and phone calls because I had just lost my opportunity to stop that wire. Well, I discovered at XXXXXXXX XXXX while I was on the phone with Wells Fargo, another text message came across my phone and it was in XXXX, I went online to translate it and it said, no accounts available for mobile or online access, Brokerage clients should call. I found what that meant, which was the wire had not gone anywhere because there was a question about the account being able to accept a wire, and I found out the wire did not actually post until more than 24 hours after it was sent. ( that receipt is also attached ) If Wells Fargo can not protect my money with a 2-minute response time to an alert, then I dont know how they can protect anyones money. My question is, did this person call Wells Fargo and give them the correct information, how did they get the correct information as to where to put the funds. Just another kicker to the story and there is much more but, in my opinion, the key facts are, Wells Fargo failed to do their due diligence to protect my money. I still must consider this could be an inside job because I got the letter dated XX/XX/XXXX and the first line was, " thank you for reporting the recent loss or theft of your checks on your account ending in XXXX. Where did that come from, I have written one check of that account and it was to myself, I never once said anything about losing checks or having them stolen, something is not right here. I will not go through the other 3 rejections because it was just more of the same canned package speech from every person I spoke with. I have gone online several times a day to try to obtain information about where the wire went, and it is a mystery to me, I have no wire history, no recipients listed in either account history, why is that? XXXX in the escalations department and several other people told me they would have the investigation department call me with that information, of course that never happened, and to this day, I dont have a clue why I am not allowed to know where Wells Fargo sent my XXXX, does not add up to me. After 3 or 4 investigations, each one standing by their decision to not put my money back in my account and insisting I must have been scammed and given someone the one time code, I got in touch with the executive complaint department, and more of the same thing about being scammed, so I send them my cell phone online login name and password and told them they could look at every single text, call or anything else they wanted to look at to prove to them, I never received a call being scammed. After the 10-day wait period, they came back again rejecting with the same line, I must have been scammed, and how would they know that, not once did anyone login to my cell phone record to even attempt to see if I received a call to try and prove I was scammed. I am 100 % convinced that not once did Wells Fargo do one thing to investigate what happened, I ask for an outline of the investigation, of course they could not give me that information either. Certainly, this can not be legal to do this to anyone. I am a XXXX XXXX XXXX single woman who does not have XXXX sitting in my account as extra money, this has crippled me to the point where I will never catch up financially. 
Thank you, XXXX XXXX XXXX XXXX XXXX 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