Consumer complaint received 2024-07-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
Wells Fargo Fraud Case XXXX On XX/XX/year> (? ), a transfer of {$8200.00} was made from my credit card to my checking account at Wells Fargo Bank. 

I did not make this transfer. I did not authorize, approve or have any knowledge of this transaction made by unauthorized parties who were able to access my account with stolen information. 

I then received a phone call on XX/XX/year>, from a person claiming to be a Wells Fargo fraud agent, telling me my account had been compromised. 

He assured me they would fix the problem and began asking me questions. 

When I became suspicious, he assured me that it was a legitimate call and to compare the phone number on my incoming call on my cell phone with the customer service number on the back of my card. 

The incoming call number or my phone screen was XXXX ( Wells Fargo customer service cell phone number ) which matched the customer service number on my credit card. He assured me he was from Wells Fargo fraud department, and it was impossible for anybody to fake an incoming call. 

At that point I should have done what I did later, just hung up and called the fraud department directly. But on the day before he called, I had just driven in from a very long trip. Not easy for being XXXX XXXX XXXX. I was still tired and exhausted and not thinking clearly.

I was convinced and honestly believed I was dealing with the Wells Fargo Fraud Department. Besides the same phone numbers as on my credit card and phone screen, they had all the right answer to every challenge question I asked. Somehow, they had my account numbers and all my information. Possibly from XXXX when they were hacked into at one time.

He told me he would help me get the problem fixed and they would take me through it step by step. 

I believe he detected a little suspicion on my part yet and said he would have to transfer me to a higher-level specialist.

the new guy was a real professional. He had the right answer and information for every question I asked and assured me they would walk me through step by step to fix the problem. 

I still felt a little uneasy, but I didn't believe it was possible to have the Wells Fargo customer service number show up as the incoming call and match the phone number on my credit card, so I followed his instructions. 

The call and procedure went on for hours, probably to tire me out and confuse me which you did. After several hours on the phone, I just followed their instructions convinced that it was a legitimate Wells Fargo fraud call. 

Because I was having trouble with some of his instructions, he had me do something that I believe gave him control of my cell phone and computer so he could see everything happening on my computer and manipulate things. 
( XXXX ) ( XXXX ) It is hard to remember all the details, but as best as I can remember he had me add {$9200.00} to my XXXX card. 

He said, it would take XXXX or XXXX hours to process all the information and fix the account and that he would call me back at XXXX on the next day, Monday, XX/XX/XXXX. 

He asked me to go someplace and place a small charge on my XXXX card before he called back. 

I went to XXXX still believing they were from Wells Fargo Fraud department and made a small purchase. 

He called back on Monday, XX/XX/XXXX with some more questions and said he would get back to me in four hours.

Shortly after that, I got another call from another person claiming to be from the Wells Fargo fraud department. 

I declined to answer any questions, terminated the call, and called Wells Fargo 's fraud department directly. 

They assured me my first phone call was a fraud. and closed out my checking, credit card, and savings account. However, {$1100.00} had been transferred from my savings account to my checking account and a total of {$9200.00} was transferred to my apple card and withdrawn. 

XXXX XX/XX/year> A second attempt by the hackers Occurred today at XXXX XXXX. 

They claimed they were from the Wells Fargo fraud department and that I had two fraudulent charges on my account from XXXX XXXX XXXX. This time the call was on XXXX, XXXX. XXXX XXXX When they asked me to sign into my Wells Fargo account I hung up and called Wells Fargo fraud department direct. 

They made a half dozen or more calls on XXXX. When I did not answer any of the calls, they tried to contact me again with the fake Wells Fargo Regular phone call ( XXXX ). I did not answer those calls. 

I did not place a block on that number because I was concerned it might block out legitimate calls from customer service. 

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