Consumer complaint received 2025-10-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am submitting this complaint to formally dispute a series of fraudulent transactions and the denial of my fraud claims by Wells Fargo Bank. In XX/XX/XXXX, I became the victim of a sophisticated scam that began when my debit card information was stolen during a legitimate home repair purchase and later exploited by individuals posing as Wells Fargo XXXX XXXX representatives. Despite my immediate reporting, police involvement, and full cooperation with the banks investigation, Wells Fargo has denied my claims and appealswrongly concluding that I willingly gave away my funds. I am requesting the CFPBs assistance in reviewing this matter and holding Wells Fargo accountable for mishandling my case. 

In early XX/XX/XXXX, I transferred {$20000.00} from my XXXX ( XXXX  ) into my Wells Fargo checking account to pay for mold remediation and home repairs. During a purchase at XXXX XXXX XXXX XXXX, my debit card number was stolen and shared with others. Soon after, I began receiving text alerts from Wells Fargo about fraudulent activity on my account. I immediately contacted the XXXX XXXX to report it. 

A man identifying himself as XXXX XXXX, claiming to be the XXXX of XXXX XXXX XXXX XXXX, took my call. He sounded professional, used business terminology, and followed Wells Fargos standard security procedures. Later, he called me back from a toll-free number showing the Wells Fargo XXXX XXXX my phone and convinced me that the bank was setting up a secure account to protect my funds. Believing he was legitimate, I followed his instructions. Unfortunately, he was part of the scam.

A few days later, another calleragain appearing to be from Wells Fargoclaimed to be conducting a deeper fraud investigation. He also possessed detailed information about my account and prior transactions, which made him sound credible. He too defrauded me, taking additional funds from both my account and my husbands ( XXXX XXXX XXXX XXXX, for which I am an authorized signer. 

I filed Police Report # XXXX with the XXXX XXXX Police Department on XX/XX/XXXX. Wells Fargo initially issued contingent refunds for the stolen amounts but later reversed them, claiming no fraud. The fraudulent XXXX XXXX withdrawals from my account totaled {$4800.00} and included : {$1500.00} ( Claim # XXXX ) {$1500.00} ( same claim ) {$1000.00} ( same claim ) {$500.00} ( same claim ) {$350.00} ( Claim # XXXX ) Additionally, {$100.00} ( Claim # XXXX ) was stolen from my husbands account. 

When I contacted Wells Fargo about these transactions, I was treated rudely and accused of voluntarily giving away my moneyan accusation that is not only untrue but deeply offensive. I have nothing to gain by losing my own funds. Following XXXX XXXX in XXXX for a XXXX caused by a past head injury, I have some cognitive limitations, which made me more vulnerable to this fraud. That does not make me complicit in it. 

XXXX XXXX customer service made matters worse. Their call center representatives refused to give last names, and I was never able to reach the same person twice. I later learned the call center I spoke with was located in the XXXX, which further complicated communication and confidentiality. 

I filed XXXX appeals with Wells Fargo to have my funds reinstated ; both were denied. My husband and I also visited our local branch in XXXX, GA, but received no help. Some bank representatives even implied that I was involved in the scam. I have been a Wells Fargo customer for over XXXX XXXX dating back to XXXX XXXX Bank, and have never engaged in fraudulent or criminal activity. 

I later learned that Wells Fargo is no longer affiliated with the Better Business Bureau after receiving a poor rating and that many other customers have reported similar fraud and denial issues involving offshore call centers. My experience appears consistent with a pattern of unresolved consumer fraud complaints. 

This ordeal has caused severe financial and emotional hardship. Wells Fargo now shows my account balance as {$5700.00}, and I am struggling to recover from the loss.

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