Consumer complaint received 2025-08-20 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:
On XXXX, at XXXX, I received a text message from who I thought was Wells Fargo . The text message stated that there was a suspicious charge from XXXX for {$380.00} and did I authorize this charge. I replied, " No, '' and then received another text " XXXX : Thanks for confirming! This transaction will be blocked. '' I then contacted Wells Fargo at XXXX, to confirm that my checking account was ok, and Wells Fargo stated that since I replied " No, '' that my account was ok and there was nothing else that was needed to do. Then I received a call at XXXX, from a " Wells Fargo Fraud Department . '' I wrote down the phone number that called, XXXX. He stated his name was XXXX XXXX from the Wells Fargo Fraud Department and stated not only was there an attempt for a purchase from XXXX, but there were also charges trying to be made for {$60.00} on XXXX XXXX  and a wire transfer for {$7000.00}. He advised that in order to secure my funds, they would need to close our checking account and then open a safe and secure new account. As he was closing our checking account, I was seeing email notifications from Wells Fargo just as he was securing my account, just like he stated. He asked if I had third party accounts like XXXX XXXX XXXX, or XXXX, and I told him that I do have a XXXX XXXX  account. He then stated to transfer {$3500.00} to my XXXX XXXX account, which I then did. Then he had me transfer to XXXX XXXX again, but XXXX XXXX denied the transaction due to making too many transfers in XXXX XXXX XXXX XXXX XXXX Loans. He then had me transfer the {$3500.00} back to Wells Fargo. He then asked if I was near a Wells Fargo Branch, which I was. He had me go into the branch and withdraw {$7400.00}, which I did. I then had walked to my husband 's vehicle while he finished opening up a new account for me. He had generated a Wells Fargo virtual card and had me add it to my XXXX wallet, which was unsuccessful, then he had me add the Wells Fargo virtual card to my XXXXXXXX XXXX XXXX which I did. He then said I needed to deposit the money into the new Wells Fargo checking account, so I walked up to the walkup ATM at the front of the branch due to my husband 's truck would not make it through a drive through lane. He had me " tap '' my virtual card to get to my new account and then put about half of the cash into the machine, and then the other half, which I did. I told the " Wells Fargo employee '' that I had deposited the money, and he stated that they would be sending all the documents to me very shortly, and our debit cards we would receive them in 7-10 business days, basically recapping everything we did during the entire 1 hour 39-minute call. 

I have the text messages that were sent to me. The Wells Fargo Branch that I withdrew the money at, is the same that I made the deposit at but at the ATM, Wells Fargo, XXXX XXXX XXXX XXXX, XXXX, TX XXXX. I filed a police report with the XXXX XXXX Police Department, XXXX XXXX is the Detective that handles financial crimes, XXXX, Case # : XXXX. Wells Fargo Fraud Claim # : XXXX ; XXXX ; Claim # : XXXX ( for Wells Fargo Online ). 

When I realized Saturday morning, XXXX, that I was manipulated and taken advantage of, I immediately started contacting Wells Fargo Fraud Department, but their Fraud Department isn't open on the weekends, so there was no one to freeze the funds in the Wells Fargo account that I deposited the {$7400.00} in order to recover the money.

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 non-monetary relief