Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
On XX/XX/XXXX, fraudulent activity was detected on my joint account with my mother as someone called her pretending to be someone from Wells Fargo. It is important to note that my mom did not click any links nor did she provide any information other than answering transaction based questions. The scammer was already logged into the accounts and was reading off transactions to her that she had actually made. Upon looking at the joint account, the scammer asked her about a payment of XXXX ( which was my rent payment for the month of XXXX ) and read off to her how much money was in the account. My mother expressed that she doesn't have an account with that much money. This person was posing as Wells Fargo fraud prevention. This person turned off all of our notifications that would alert me or her to money being moved and initiated a transaction of {$9800.00} to my mother 's account in an attempt to then take it. It just so happened that I opened my account. Within just a few hours of me realizing my account had been hacked and getting all of the above information from my mother of how this happened, I filed a claim with my banking institution - Wells Fargo. Based on a letter I received in the mail dated XX/XX/XXXX, my initial claim was closed and transferred to another part of the department on XX/XX/XXXX. The account where the fraudulent activity occurred was closed and a new account was opened. I reset my log in information as well. Since XX/XX/XXXX, I have called the claims department multiple times seeking follow ups and answers. During this time, the transaction was listed as pending and I was continuously told that the transaction needs to clear in order for them to do anything. I was given the round around continuously throughout this process and kept having to reiterate to multiple different people within the claims department what happened. It is important to note that during the process of changing both mine and my mother 's account information that we were told " the bank will not call you '' and upon me following up on the claim, I was then told that if they do call, they would call from XXXX of XXXX numbers ( XXXX or XXXX ). After this claim was filed on XX/XX/XXXX, the imposter continued calling my mom over and over again and even attempted to facetime her. None of the calls after the initial fraudulent call were answered. While " working on my claim, '' I was told that someone from Wells Fargo attempted to contact my mother to follow up. However, none of the calls made were from either of the numbers that I was told a call would come from. I explained to them that you can not expect either of us to accept a call from anyone claiming to be Wells Fargo when a ) that is how all of this started and b ) the person didn't call from either of the identifying numbers we were provided with. As of today, XX/XX/XXXX, I was informed that the claim is closed and they were not able to recover the funds. Almost {$10000.00} ( {$9800.00} to be exact ). This is not right, it is unfair and I do not feel protected by my bank and as a customer, I should not be punished ( by not getting my money back ) for fraud occurring on my account. I have banked with Wells Fargo for over a decade and this is not the first time fraud has occurred on my account and I had to file a claim but this is the first time it has been this large of an amount and Wells Fargo has been unwilling or " unable ' to recover the funds. I want my money back and if I am not able to get this rectified with the banking institution and have my money refunded to me, I will be taking legal action. I am attaching some of the numbers my mom was contacted from. I am also going to attach the first letter we ( my mom got a copy sent to her home and I got one sent to my home ) received upon the start of this situation. One of the attached screenshots will also have the name of the scammer who called my mother the first time ( XXXX XXXX ). It is also important to know that when I first filed this claim, I was immediately told that no one by that name works for Wells Fargo. Whether an actual database search was conducted, I am not aware. XXXX call was on XX/XX/XXXX - the same day the claim was filed. XXXX round of calls were on XX/XX/XXXX. Next round of calls plus the attempt to XXXX occurred on XX/XX/XXXX. Next round of calls came on XX/XX/XXXX. I am also attaching screenshots of my text exchanges with my mother where we discuss how this person ( or group of people ) continue reaching out, we discuss the claim, and my mother states how Wells Fargo informed us that they will never call.

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