Consumer complaint received 2026-03-05 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
On Friday, XX/XX/XXXX at XXXX I received a text message asking if I was making transfers from my checking account into a XXXX XXXX account. I replied back " No ''. I immediately received a call back from ( XXXX ) XXXX from someone that identified themselves as a " Wells Fargo XXXX XXXX XXXX '' named XXXX. He told me there was a woman in at a Wells Fargo branch in XXXX, CA that was using fraudulent forms of my social security card and drivers license. He knew the last XXXX digits of my social security number ( XXXX ) and the account numbers of my Wells Fargo bank accounts. Immediately I trusted this person was official and trying to help me protect my accounts and my personal information. The caller told me there was a widespread investigation of the Wells Fargo branches in the area that were authorizing access to client information to fraudulently take money out of customer accounts. My account was targeted and my branch was investigated. During this time the caller was instructing me to authorize transfers between my accounts by replying " Y '' to the incoming text messages. Every text message that came through was being requested by the account hacker for me to authorize with my phone number. {$4600.00} was transferred from a savings account into a checking account. {$4000.00} was transferred as a cash advance from a XXXX card on the account. At NO point had Wells Fargo recognized my account was hacked into nor did anything to flag my account. The caller told me to immediately go into a nearby Wells Fargo branch and withdrawal my account into a safe account under the alias XXXX XXXX for {$22000.00}. The account number the money was being deposited into was a Wells Fargo account XXXX. I was instructed to make the memo out to a family member for XXXX. I was told this particular branch was a part of the investigation and the caller even knew name of XXXX of the branch XXXX. He was going to stay on the line with me while I did the transaction to avoid disorderly conduct. At this moment I was scared, did not trust my bank and felt like this was a very urgent matter. I took out {$22000.00} in the form of a cashiers check into what I thought was a safe " alias '' account. Once inside the Wells Fargo branch it was evident I was on speaker phone with someone, requesting a money order for a large amount and immediately transferring it into an account number I was reading off a note with an unusual name ( XXXX XXXX ). Still the bank never flagged anything as suspicious and the XXXX never alerted me to fraud calls that were a known XXXX. The caller kept me the line to make sure all devices that were logged into my account were removed. I was told several devices in XXXX, CA were logged into my account. The caller told me to stay on the line to ensure the transaction went through successfully. I was given a reference number XXXX and a new routing number of XXXX. As soon as I got off of the call at XXXX I spoke with my husband about the phone call and immediately realized that this was fraud. This was XXXX XXXX. We reported each transaction with the bank and Wells Fargo XXXX immediately after the call ended. We had to file XXXX claims for each transaction that went through. I went into the same local branch on Monday, XX/XX/XXXX and was told by a XXXX that Wells Fargo XXXX never put a stop payment on the {$22000.00} nor do anything further to stop the check.

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