Consumer complaint received 2025-10-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB XXXX XXXX XXXX XXXX XXXX XXXX DC XXXX Subject : Formal Complaint Against Wells Fargo Bank Mishandled Fraud Case, Lack of Due Diligence, and Failure to Protect Consumer Funds Dear Consumer Financial Protection Bureau, My name is XXXX XXXX, and I am submitting this formal complaint against Wells Fargo Bank , N.A . for the mishandling of a wire fraud case, failure to properly investigate, and denial of fair treatment in violation of consumer protection standards. 

In XX/XX/year>, I was preparing to close on my home located at XXXX XXXX XXXX, XXXX, New Jersey. During this process, my legitimate communication with my loan officer was intercepted by scammers posing as representatives of the state title company managing my home closing. These individuals had access to my closing information, including the date and payment amount, and instructed me to wire my {$10000.00} down payment to what I believed was the title companys verified account. 

The account name appeared as XXXX XXXX XXXX, a Wells Fargo account holder. I later discovered that this account was fraudulent. Immediately after learning of the scam, I reported the incident to Wells Fargo and submitted all required documentation. 

Since late XX/XX/year>, I have been in ongoing contact with Wells Fargo and have submitted over XXXX pages of supporting documentstwice. On both occasions, I was later informed by Wells Fargo that the documentation was not received, even though it was delivered directly to a branch and confirmed at the time of submission. 

Wells Fargo ultimately denied my claim twice, claiming that I authorized the payment. While I did initiate the wire transfer, it was done under fraudulent pretenses, as I was misled by individuals impersonating my closing contacts. This is a clear case of real estate wire fraud, and Wells Fargo has acknowledged that the recipient account is not affiliated with the actual title company. 

Despite the seriousness of the matter, Wells Fargo has : Failed to properly investigate the fraudulent account that received my funds. 
Provided inconsistent and dismissive communication throughout the process. 
Refused to escalate my complaint or allow me to speak with a supervisor. 
Mishandled my documentation and failed to maintain transparency. 
Repeatedly blamed me, the consumer, for authorizing a transaction that occurred through deception. 

The result of these failures has been emotional distress, financial hardship, and a complete lack of accountability from Wells Fargo. As a single mother, this {$10000.00} represented a significant investment and the start of a new chapter in my life. Instead, I have been met with disregard and systemic neglect. 

Additionally, I believe that bias and unfair treatment may have played a role in how my case was managed. I am an African-American woman, and my repeated attempts to seek fair treatment and resolution have been ignored or dismissed without genuine investigation. 

I am requesting that the CFPB : 1. Conduct a full review of Wells Fargos handling of my fraud claim and their internal processes for investigating consumer fraud reports. 
XXXX. Investigate the Wells Fargo account belonging to XXXX XXXX XXXX, which received the fraudulent wire. 
XXXX. Examine Wells Fargos repeated failure to receive, log, or acknowledge submitted consumer documentation. 
XXXX. Require Wells Fargo to provide reimbursement or relief for the {$10000.00} stolen under fraudulent circumstances and the emotional harm caused by their mishandling. 

I have done everything possible to resolve this issue directly with the bank, but my efforts have been ignored. I am asking for the CFPBs intervention to ensure accountability, fairness, and justice in this matter. 

I am prepared to provide all relevant documentation, including wire receipts, email communications, Wells Fargo correspondence, and branch confirmation of document submissions. 

Thank you for your time, attention, and commitment to protecting consumers. I respectfully request acknowledgment of this complaint and will fully cooperate with your investigation. 

Sincerely, 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