Consumer complaint received 2026-06-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I respectfully disagree with Wells Fargos response because it fails to address the central issue of my complaint. Throughout this process, Wells Fargo has consistently based its decision on the fact that I initiated the transfer from my device and that Wells Fargo would never ask a customer to move money. I understand that general policy. However, my complaint is not simply about whether I physically completed a transfer. My complaint is about the events that occurred before the transfer and whether my account had already been compromised. The foundation of my complaint has always been the unauthorized changes made to my account credentials and the apparent account takeover that occurred prior to the transfer. Those events are critical because they directly affect whether any subsequent transaction should be viewed as truly authorized. My concern is that Wells Fargo has focused exclusively on the final transaction while repeatedly overlooking the sequence of events that led to it. Specifically : My account credentials were changed without my authorization. I was not notified of those credential changes. I believe my account security had already been compromised before the transfer occurred. I was deceived into believing my funds were at risk and acted under that deception. Instead of addressing these issues, Wells Fargos response simply repeats that I initiated the transfer. That conclusion does not answer my complaint. Even during my Executive Office review, I explained that the original investigation did not include all of the information regarding the account takeover and the events that occurred that day. I provided additional details because the earlier investigation was based on an incomplete understanding of what happened. Despite receiving this additional information, Wells Fargos response still focuses only on the transfer itself and does not meaningfully address the unauthorized credential changes or whether those security events contributed to the loss. I respectfully request that this matter be evaluated as a complete chain of events rather than as an isolated transaction. Specifically, I request that Wells Fargo provide answers to the following questions : 1. What account credentials were changed before the transfer? 2. When were those changes made? 3. How were those changes authenticated? 4. Why was I not notified of those changes? 5. What security monitoring or fraud detection was triggered after those credential changes? 6. Did Wells Fargo investigate whether my account had been compromised before concluding that the transfer was authorized? 7. How did Wells Fargo determine that the transfer represented informed authorization if unauthorized credential changes had already occurred? My complaint is not simply that I transferred money. My complaint is that my account security was compromised before the transfer, and Wells Fargos investigation has repeatedly failed to address that foundational issue. I respectfully request that the CFPB review whether Wells Fargo adequately investigated the alleged account takeover and unauthorized credential changes instead of limiting its review solely to the fact that the transfer originated from my account. I am seeking a review of the adequacy and completeness of the investigation, not merely a repetition of the conclusion that the transfer was initiated from my device.

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