Consumer complaint received 2025-08-01 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
On XX/XX/XXXX my savings and checking accounts were taken over. ( via a cell phone spoof ) XX/XX/XXXX XXXX to XXXX : {$15.00} XX/XX/XXXX XXXX to XXXX : {$35.00} XX/XX/XXXX XXXX to XXXX : {$50.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX  {$40.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX {$25.00} XX/XX/XXXX Online Transfer from Savings to Checking : {$3000.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXXXXXX  : {$350.00} XX/XX/XXXX Money Transfer to XXXX XXXX XXXX XXXX {$520.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX : {$40.00} XX/XX/XXXX Money Transfer to XXXX XXXX XXXX XXXX  {$25.00} XX/XX/XXXX Money Transfer to XXXX XXXX XXXX : XXXX XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX {$23.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX {$200.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX {$430.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX  : {$50.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX  : {$550.00} XX/XX/XXXX Money Transfer to XXXX XXXX XXXX  : {$540.00} XX/XX/XXXX Money Transfer to XXXX XXXX XXXX  : {$60.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX {$130.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX  {$1300.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX  : {$800.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX  {$200.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX {$280.00} XX/XX/XXXX Online Transfer from Savings to Checking : {$2000.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX  : {$550.00} XX/XX/XXXX Money Transfer to XXXXXXXX XXXX XXXX XXXX {$860.00} XX/XX/XXXX Online Transfer from Savings to Checking : {$3000.00} XX/XX/XXXX My parents notified me that my Checking account balance was running low and immediately put a hold on my accounts, because I was not authorizing the transactions. 
XX/XX/XXXX An internal investigation was created under the assumption that this was a fraud case. And all information was requested to be sent to me. 
XX/XX/XXXX Received a mailed conclusion to the fraud claim, the company said that " no errors were detected '' and thus the claim was closed with no compensation given to me. The company didn't send the complete details which were requested back on XX/XX/XXXX ( XXXX, which device, etc. ) XX/XX/XXXX Met with a company representative to determine next steps, I learned that a phone can be spoofed and that may be the main culprit. I reset my phone and requested that the case be brought up to the account takeover department, and a new investigation started. 
XX/XX/XXXX Talked with a case manager over the phone and answered questions pertaining to what happened, where I was, and who else had access to the accounts. 
XX/XX/XXXX The same case manager then called and asked all those related to my accounts and asked them the same, or similar questions. 
XX/XX/XXXX Received mail from the company which contained the conclusion to the account takeover case, they found nothing to be wrong and closed the case without giving any compensation to me ( aka my money back ). They did include the full details to their investigation, and some of the things were immediate outliers from my normal phone and account usage.

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