Consumer complaint received 2026-05-27 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
CFPB Complaint ( https : XXXX ) Company -- Wells Fargo Product/Service -- Savings Account Issue -- Wire Transfer Fraud I am submitting this complaint against Wells Fargo regarding a XXXX {$4500.00} wire transfer from my savings account that occurred after Wells Fargo was already aware my account had been compromised. On XX/XX/year>, I received a notification from Wells Fargo regarding a transaction I did not recognize. I went in person to a physical Wells Fargo branch after receiving notice of suspicious activity on my account. At the branch, I discovered there were three unauthorized transactions totaling {$9600.00}. I disputed all three, and Wells Fargo acknowledged fraud by stopping and reversing those three transactions the same day. Wells Fargo also changed my account number but did not fully secure the account or move the funds because it was after close of business. When I returned to the Wells Fargo branch on XX/XX/year>, to complete the opening of a new account, I was informed of the {$4500.00} wire transfer. I did not authorize that wire transfer. I immediately disputed it and asked why the account had not been frozen despite Wells Fargo already knowing the account was under attack. Wells Fargo had actual notice that my account was compromised, acknowledged that fact by reversing other fraudulent activity, yet failed to place a hard hold or other effective protection on the account. As a result, a large wire transfer was allowed to bypass security overnight. Wells Fargo told me the wire transfer was authorized by a code sent to my phone. I never received any code from Wells Fargo, and my phone was never out of my possession. I also filed a police report regarding this event with the XXXX XXXX XXXX Department on XX/XX/year>, under Report # XXXX. Wells Fargo has denied my claim by stating that a one-time passcode was sent to the phone number on file and used to authorize the transaction. I dispute that explanation. I never received any one-time passcode, and I did not authorize this wire transfer. Wells Fargo has also failed to produce the specific technical information that would support its conclusion, including items such as the IMEI or SIM card ID tied to the alleged authorization. Without producing that evidence, Wells Fargo has not adequately supported its denial. Desired Resolution I am asking the Consumer Financial Protection Bureau to request Wells Fargo to : 1. Explain why it failed to place a hard hold or freeze on my account after I reported the compromise in person at a branch on XX/XX/year>. 2. Explain why it allowed a {$4500.00} wire transfer to proceed overnight after already reversing other fraudulent transactions the same day. 3. Explain why it treated that wire transfer as authorized when I never received any verification code and my phone never left my possession. 4. Produce the complete XXXX XXXX XXXX relied on to deny my claim, including : the exact phone number the code was sent to, the precise timestamp of the message, the IP address or Device ID of the phone that entered the code. 5. Produce any related device, SIM, IMEI, authentication, and authorization records connected to the transaction. 6. Conduct a proper investigation. 7. Reimburse the {$4500.00} taken from my account without my authorization. Thank you. XXXX XXXX XXXX CELL : XXXX e-m : XXXX ========================================================= XXXX XXXX XXXX XXXX XXXX XXXX

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