Consumer complaint received 2025-09-10 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I submitted my initial claim with Wells Fargo within the required 60-day timeframe. This filing provides additional supporting information and documentation related to that timely claim, to ensure the record is complete and that all evidence is reviewed. 

INCIDENT OVERVIEW : On Friday, XX/XX/XXXX, while experiencing a mental health crisis, I received a fraudulent text message from XXXX impersonating a Wells Fargo security alert. 
The text read : Wells Fargo Security Alert : Did you authorize @ XXXX XXXX  XXXX for the amount of {$600.00}? If so reply Y for YES ; N for NO. If HELP reply help to OPT out this message. 
I replied N. Immediately, I received another text : Wells Fargo Security Alert : Thanks for confirming this transaction your debit card will be blocked & a call will be generated shortly. Case # XXXX. 

Moments later, I received a phone call from the same number. The caller impersonated a Wells Fargo fraud department representative. 


THE SCAM CALL : The Wells Fargo Impersonator claimed fraudulent activity occurred in XXXX, verified I had my debit card ending in XXXX, and pressured me to log into my Wells Fargo app. He told me to expect Wells Fargos automatic email notifications at each step. Because I did receive legitimate Wells Fargo system emails, I believed the transactions were authentic. 

The scammer exploited Wells Fargos legitimate security alerts to gain my trust. I did not knowingly or willingly authorize these transactions. I was deceived into completing actions under false pretenses. 

The impersonator claimed fraudulent activity had occurred on my account in XXXX  and asked if I still had my debit card ending in XXXX. I confirmed that I did. He asked whether I had ever lost the card ( I said no ), and then pressured me to log into my Wells Fargo phone app under the pretense of confirming that my password had not changed. 
He insisted that Wells Fargo needed to secure my account and created a sense of urgency, making it appear that if I did not comply, I would immediately lose access to my funds. 

The impersonator told me to expect Wells Fargos automatic security emails at each step. When those legitimate system emails arrived- as Wells Fargo normally sends for account changes or transfers- it reinforced the impression that this was a genuine Wells Fargo process . The scammer deliberately exploited Wells Fargos own security alerts to build credibility and mislead me into believing the activity was safe. 

He further reassured me that Wells Fargo would never ask for personal information, a statement consistent with what legitimate bank representatives say. This tactic disarmed me further and made the fraud more convincing. 

At no time did I knowingly or willingly authorize fraudulent transactions. Each step was carried out under false pretenses created by the scammer, who manipulated me into believing I was protecting my account when in fact I was being defrauded. 


HOW THE SCAM PROGRESSED : The impersonator methodically directed a sequence of steps designed to mimic legitimate Wells Fargo procedures and to strip away my defenses : He stated that Wells Fargo would be closing my account and coached me through adding what he claimed was a temporary card to XXXX XXXX. 
He then demanded that {$10000.00} be shifted from savings into checking, presenting it as necessary to have all funds in one account for the supposed transition. 
Afterward, he required me to confirm receipt of a Wells Fargo system-generated email. Because these were legitimate notifications that I normally receive when changes are made, this step reinforced the false impression of authenticity. 
He next directed that {$9900.00} be moved from checking into XXXX XXXX. 
He then walked me through manually adding what he described as a new temporary Wells Fargo card to XXXX XXXX. This process was deliberately crafted to mirror something a real Wells Fargo representative had once shown me. Although he did not explicitly request it, the process forced me to provide my Social Security number and date of birth within the app. 
He further instructed that my legitimate Wells Fargo card ending in XXXX and the so-called temporary card ending in XXXX both be deleted, claiming they were no longer active. 
Finally, he stated that since it was after business hours in Central Time, the remainder of the account security process would be completed the following morning at a Wells Fargo branch, with him remaining on the phone at XXXX XXXX  to assist. 


REALIZATION AND REPORTING After the call, I phoned a relative who immediately told me it was a scam. I then : Called Wells Fargo, who confirmed fraud and opened a claim. 
Contacted XXXX XXXX and XXXX XXXX XXXX, but both refused to investigate despite repeated requests. 
XX/XX/XXXX : Filed a police report at XXXX XXXX. At XXXX XXXX, the scammer called again from the same number. I disengaged and police advised me not to engage further. 
Filed a complaint with the FTC and placed fraud alerts and freezes with all three credit bureaus. 


MENTAL HEALTH CONTEXT : This scam targeted me at a time of significant vulnerability : On the morning of XX/XX/XXXX, I had a session with my XXXX  where I described worsening symptoms and XXXX XXXX XXXX XXXX. He determined I required a higher level of care than he could provide and recommended that I begin XXXX XXXX for additional support. 
Immediately afterward, I drove from XXXX to XXXX XXXX to collect medical expense documentation from two different offices. Both attempts were unsuccessful, leaving me exhausted, stressed, and without the records I needed. It was during this difficult moment that the initial fraudulent text arrived. 
These events, compounded by sleep deprivation, emotional strain, and the sudden transition plan to XXXX XXXX, created a state of acute distress that the impersonator exploited when he called. 
This vulnerable condition was deliberately leveraged by the scammer, and it directly impacted my ability to recognize the deception for what it was. 


FINANCIAL IMPACT : The stolen money came from my Texas Retirement System account, accrued during four years of service at the XXXX XXXX XXXX. I had lawfully withdrawn these funds as part of my attempt to create stability - either by reducing debt or preparing for a possible relocation due to declining quality of life in XXXX. 

Losing these retirement funds at the same time I was under acute emotional distress compounded the devastation of this scam. It erased the financial security I had intentionally set aside for my well-being and has left me with both severe financial hardship and increased psychological strain. 


FURTHER ACTIONS TAKEN WITH EACH INSTITUTION : WELLS FARGO : XX/XX/XXXX : Called to provide additional details, including my mental health state. Representatives refused to take notes or escalate. 
XX/XX/XXXX : Told to email my therapist letter to XXXX. I sent it at XXXX XXXX. 
XX/XX/year> : Detective XXXX XXXX contacted me. I uploaded the same documents ( therapist letter, screenshots, police report ) to his secure folder. 
XX/XX/XXXX : XXXX XXXX said no record of my XXXX  letter. She told me to resend and fax it. At Wells Fargo XXXX XXXX, employee XXXX XXXX faxed the documents at XXXX XXXX. I received confirmation. 
XX/XX/XXXX : Claim denied. I asked if I could appeal this decision and XXXX XXXX repeatedly said, firm denial. He finally allowed me to me speak to someone in a higher position. XXXX XXXX admitted evidence ( XXXX  letter, phishing texts ) had not been reviewed. She also stated that no appeals process exists. 

XXXX / XXXX XXXX  : I contacted XXXX XXXX several times. Each time, representatives refused to create a claim or investigate, instead placing responsibility on me. 
Despite Wells Fargo confirming fraud, XXXX took no meaningful action to help recover the funds. 

XXXX XXXX XXXX : I called XXXX XXXX immediately after the fraud. Representatives said they would not investigate and that nothing could be done. 

XXXX : XX/XX/XXXX : Called XXXX, spoke with XXXX XXXX. He said they could not search by SSN but would file an identity theft report. I provided my last four SSN digits, DOB, and card digits. Ticket # XXXX was issued. 
Same day : XXXX requested a police report. 
XX/XX/XXXX : I submitted a request for my police report to the XXXX of XXXX XXXX XXXX XXXX. I was informed that it could take 10+ business days for me to receive the police report. 
XX/XX/XXXX : Received another scam text from XXXX. XXXX XXXX told me not to engage and said he would contact XXXX. 
XX/XX/XXXX : Called XXXX XXXX XXXX  to see if they could track the calls & texts from Wells Fargo impersonator. The representative was confused and struggled to assist me. 
XX/XX/XXXX : XXXX XXXX from XXXX emailed me that no account was created with my information and closed the case. 
XX/XX/XXXX : I followed up, asking XXXX to check whether any account was tied to the new number and what information was searched. I also informed them that I was still waiting on the police report and that Detective XXXX would be contacting XXXX directly. No reply. 
XX/XX/XXXX, I received access to my police report from XXXX XXXX XXXX XXXX XXXX XXXX. 
XX/XX/XXXX : I followed up again, asking XXXX to check whether any account was tied to the new number and what information was searched. Still no reply. 
XX/XX/XXXX : I check in with Detective XXXX and he shared his findings about XXXX and informed me that he was still investigating and to hang tight. 
XX/XX/XXXX : In coordination with Detective XXXX, I provided the police report to XXXX and followed up on my previous unanswered emails. 


ONGOING WORK WITH LAW ENFORCEMENT : Detective XXXX and I have communicated consistently since XX/XX/XXXX. He continues to investigate, with his last message to me on XX/XX/XXXX. Specific dates and details are listed in the details above. 


CURRENT STATUS : Wells Fargo denied my claim. 
XXXX XXXX refused to investigate despite repeated requests. 
XXXX XXXX XXXX refused to investigate at all. 
XXXX initially responded but then ceased communication. 
The scam has devastated my finances and mental health. I can now only manage about 10 hours of work per week. This loss of income compounds the financial devastation. 


SYSTEMIC VULNERABILITIES EXPLOITED BY THE SCAMMER : This was fraud and manipulation - not informed consent. I was deceived into completing actions under false pretenses. The scammer exploited weaknesses in multiple systems : Wells Fargo : Automatic security emails were used to create a false sense of legitimacy. 
XXXX XXXX : XXXX  XXXX transfer system ( via XXXX XXXX XXXX  ) provides no recourse once funds are sent-even if the recipient is a scammer. 
XXXX : Minimal identity verification during onboarding makes it easier for scammers to create and misuse accounts. 

These systemic limitations compounded the harm I suffered, making recovery exceptionally difficult. 


SUPPORTING EVIDENCE SUBMITTED : Police report and other documents pertaining to this report Screenshots, texts, emails and fax XXXX  letter documenting my mental state Wells Fargo system emails exploited by the scammer CONCLUSION AND REQUEST : I request that the CFPB : 1. Recognize this as fraud. 
2. Require Wells Fargo to fully review my evidence.

3. Reverse claim denials or inaction.

4. Secure financial recovery and take corrective action so these systems can not be weaponized against other consumers.

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