Consumer complaint received 2025-07-29 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I unfortunately fell for a scammer identifying as Wells Fargo that walked me through the process of sending two wire transfers under the guise of opening a new account for me on XX/XX/year> between XXXX and XXXXXXXX XXXX These two fraudulent transfers sum to {$21000.00}, one at {$13000.00} and one at {$8000.00}. When I got on the phone with the real Wells Fargo less than 5 minutes later, they informed me of the scam and submitted cases/claims for these wire transfers. I was not initially given these case numbers. I was then directed to the wires department where I was informed these wires could not be recalled due to the cases being open, and the person on the other line was incredibly combative, making an already stressful situation so much worse. After no resolution from them, I was then transferred to the online fraud department where they informed me of my next steps. This phone call with Wells Fargo ended around XXXX on XX/XX/year>. I then filed a police report, an FTC report, and an XXXX report. I got back on the phone with Wells Fargo on XX/XX/year> once in a secure location around XXXX to regain access to my online account. This is when I asked about case numbers and received two case numbers, one for each of the wire transfers. I was then transferred to the wires department again to inquire again about a recall, only to be tranferred to a closed department where an automated system hung up on me. I called Wells Fargo back first thing the next morning, about XXXX on XX/XX/year>. When I asked about these case numbers, the operator informed me these cases had already been closed without my knowledge or any follow up from me. They then transferred me to another department to explain in more detail. I was then informed that they are working on returning the funds and gave be reference numbers for these return processes. I was told to allow 1-3 business days for this return to hit my account. At the end of the 3rd business day on XX/XX/year>, without recieving any updates via email or otherwise, I called to inquire about the status of these returns. I was transferred to the claims support department where I was informed they did not have record of the reference numbers I recieved on XX/XX/year>. I was then asked a series of questions about the scam much more in depth than I recieved on XX/XX/year>, which indicated to me that the initial claim was not properly submitted, lacking information that I was never inquired about as well as lacking information I did give, but was not recorded. After the call on XX/XX/year>, I was given a claim number that consolidated both wire transfers and told that it can take up to 10 business days to get to a resolution. I called again on XX/XX/year> at XXXX to see if there were any early updates, where I was informed the recall process only been initiated on XX/XX/year> after I had supposedly " escalated '' the issue to a higher department and I needed to wait the full 10 business days before any resolution, and if there was no return of funds I could call to escalate it to a final higher department. On XX/XX/year>, I recieved a piece of mail from Wells Fargo dated XX/XX/year> informing me the funds from the beneficiary bank were not available for return, with no electronic message indicating me of this case closure earlier. On XX/XX/year> at XXXX, I called Wells Fargo claims support. I was informed that these recalls were not initiated until XX/XX/year>, even though I had received reference numbers for the returns on the XXXX, and even called twice before then, under the impression that these were the wire recall returns. I was told I could not receive these call transcripts unless they were subpoenaed. I submitted a customer complaint on the XXXX because of the egregious way this was handled in the past 2 weeks. 

Summary of issues : Incorrect information about submitting a recall on the wire transfers ; Incredibly rude and combative wire department operator, treating me as if I was the scammer instead of the victim ; Lack of information regarding case and reference numbers ; Lack of updates about cases being closed ; Lack of a thorough investigation on the original call ; No case manager assigned to me, resulting in confusion and constant re-telling of the same information to different operators every time I called or was transferred ; Delay on initiating recall, resulting in total loss of funds

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