Consumer complaint received 2025-08-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
On XX/XX/XXXX, at XXXX XXXX, while traveling on business, I received a text message stating XXXX : Wells Fargo XXXX XXXX did you attempt a online purchase for {$270.00} on ( XX/XX/XXXX )? At XXXX XXXX XXXX. Reply XXXX or XXXX for verification Reply Stop to XXXX XXXX. When I replied with a NO, I received a second message FreeMsg : Wells Fargo XXXX XXXX. Thank you for your response. A representative from our team will be reaching out to you shortly. XXXX XXXX XXXXXXXX may apply. These are the same type of messages I have received before from Wells Fargo on attempted unauthorized purchases. 

I then received a phone call from the supposed Wells Fargo agent. At this time, I was returning to a rental car at an airport and checking baggage for a flight with XXXX co-workers who were witness to my phone call. Once I stated that this was not a valid charge and I verified by name, I was then transferred to another fraud agent for assistance. This agent gave the name of XXXX and stated an agent ID number. This person asked me about the {$270.00} charge and then asked if I authorized another charge of + {$700.00} to an unknown person. XXXX stated that these are attempted online transactions and then he verified some of my recent transactions without me giving them. At this moment he was in my online account, could see my transactions, and had access to all of my Wells Fargo accounts, my SSN, and additional personal information. At no time did I give this individual any information that would allow him to log into my account. This person knew exactly how Wells Fargo fraud team operates and the same policy/procedures. His vocal demeanor was that of an employee/former employee, and I do not know how he was able to access my accounts, but he also had access to verify my email address, and my work phone number. 

This person made it a point is state that someone had hacked my account and had received access to all of my features as well as my SSN, DOB, PIN, and emails. He stated that for security, my online access had been restricted due to this activity and that I would have to go into a branch to regain access to my accounts. There was no way for me to possibly get to a branch, and I would be able to go to my local branch the next day when I returned home. I did not know that as this conversation was taking place, he was actively online in my account making multiple changes to my information and funds. At this moment I attempted to log into my account and access was denied, which is what he indicated about my online access restrictions. He stated that even though this access had been restricted I would still be able to use the wallet app on my phone, I would just have to remove the card and then add it back to my wallet, he coached me through the process of how to add my card back. 

Since I was traveling, I was not able to access my accounts, check my personal emails, or verify these transactions. Due to travel challenges and delays I did not see that I was receiving emails being sent from Wells Fargo on these transactions. I did not discover them until XX/XX/XXXX. I just assumed that Wells Fargo had protected me and my accounts from further fraudulent activity. I did not know how all the fraudulent transactions occurred until I walked into my local Wells Fargo branch to regain access to my online account and saw multiple transfers. 

This is what transpired through emails sent to me from Wells Fargo on XX/XX/XXXX. 
XXXXXXXX XXXX XXXX Notice of password change XXXXXXXX XXXX  Notice of funds transfer {$5800.00} XXXX XXXX  Notice of daily limit change - card XXXX XXXXXXXX {$12000.00} XXXX XXXX  Notice of daily limit change - card XXXX XXXXXXXX {$12000.00} XXXX XXXX  Unusual activity card XXXX XXXXXXXX transfer to XXXX XXXX {$9900.00} XXXX. XXXX required to verify approval. 
XXXX XXXX  Access to deposit account electronic documents XXXX XXXX  Request new account XXXX XXXX  Request change daily limit - * XXXX {$3000.00} XXXX XXXX  Change to delivery preferences XXXX XXXX  Debit card XXXX XXXXXXXX removed from XXXX XXXX XXXX  Debit card XXXX XXXXXXXX removed from XXXX XXXX EST Debit card XXXX XXXXXXXX removed from XXXX XXXX XXXX Unusual activity restricted online access By the time access to my online account was restricted all of these transactions within my accounts had already taken place and the funds were transferred out. For an hour the Wells Fargo system allowed all of this activity to take place. The funds of {$9900.00} to XXXX cash were denied at XXXX, but these funds were approved to transfer to XXXX XXXX at XXXX without approval. Then these funds were transferred though XXXX cash to a XXXX XXXX card at XXXX. I received a voice mail from XXXX at XXXX from someone named XXXX XXXX fraud detection saying good morning and to verify some activity. Again, I was in an airport and could not access my phone. By the time of this phone call the funds were already gone. 

On XXXX, XXXX I visited the local Wells Fargo XXXX and spoke with the branch XXXX about regaining access to my accounts. It was approximately XXXX when I discovered all of these fraudulent transactions took place and a claim XXXX XXXXXXXX was opened on these funds when the XXXX called the fraud department. This claim was even opened under inaccurate information as the claim details indicate the dispute reason was : Dont remember this transaction. My partner was also at a different branch opening up a claim on the {$500.00} funds that was transferred from our joint account and that branch closed the account and opened up a new one for him. 

I was instructed by the fraud team to take my mobile device and have it scanned for any potential virus. I took my phone, and had it scanned at a local technology business and this cost me {$50.00}. Once I did that I had to go back to the branch and supply the document stating my phone was not infected before I could regain access to my online banking. After my visit with the bank, I immediately contacted my local XXXX department and filed a policy report on fraud, contacted XXXX  issuing a fraud alert on credit. It was not until XX/XX/XXXX when I called a XXXX representative to check the status om my claim, that I discovered this claim was only on the {$9900.00} XXXX transfer and did not include any of the actual transactions within my accounts. I opened another claim on those transfers. The representative did not understand why the branch did not close my hacked accounts that these fraudulent claims came from and open new accounts, which is what should have happened. He closed those accounts and opened new ones and also disabled my debit card at that time and sent the request for a new debit card. This claim number # XXXX does not even show up on my claims in my bank app. 

On XX/XX/XXXX I received a phone call/message from XXXX on my original claim and stated I could return the call, and any agent could assist me. When I returned the call, I was informed that the claim had been denied. Once I asked to speak to a representative for this case I was informed that this is handled by a different department that is doing the investigations, and he could not assist me because the claim amount was over {$5000.00}. He also stated that he would put in a request for a call back and I need to be available for the call anytime between the next XXXX hrs and that the department would probably not leave a message, I instructed the rep that was not possible for me. I gave a call back time that I was available, XXXXXXXX XXXX XXXX Agents will not give the names or ID numbers of the individuals that are handling these cases for our record. When a call is returned called ID shows up as an unknown number and not Wells Fargo, which is what I was told during this conversation that it would show up as. 

On XX/XX/XXXX I had another fraudulent charge on my secondary debit card that was not replaced, and I had to file another claim. This card has since been cancelled and a new one is being processed. 

On XX/XX/XXXX I received a voice message from XXXX at XXXX XXXX on my claim, and again the message was that I could return a call and anyone could assist me. Once I was able to connect with XXXX after multiple calls and extended hold times, she also stated that the claim has been denied and that I would need to file a claim with XXXX on the transaction. She stated that there was no information stating that I had a specific call back time or time zone. She stated that she was not able to refund my funds due to how the transaction with XXXX was processed, and there was nothing she could do. I explained again how all these transactions happened and that XXXX failed to keep my information and funds safe and allowed these funds to transfer within XXXX minutes after it had already been denied. I immediately opened a claim with XXXX cash, maintained by XXXXXXXX XXXX XXXX once I finished the call with her. This is not acceptable, and Wells Fargo is trying to not follow through with their XXXX XXXX XXXX. A complaint has been filed with a case number to Wells Fargo and escalated to the XXXX XXXX XXXX XXXX Banking XXXX XXXX XXXX. XXXX states that they will respond within XXXX  days to my complaint. As of XX/XX/XXXX I have not received a response to my complaint or my XXXX outstanding claims. We have been loyal customers dating back to the XXXX XXXX XXXX  days and have multiple accounts with the company. I want these funds returned to my accounts.

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