Consumer complaint received 2026-03-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/year> my boyfriend and I were going to purchase a boat, for his retirement. Before we left our home, we both changed our spending limits, online, as it was to be a cash purchase. Minutes later we both got large purchases initiated on our WFB debit cards. We were notified via text message from Wells Fargo Bank, we both said No to these purchases. Once in the car my boyfriend got a call on my phone. This person identified themselves as XXXX XXXX a XXXX investigative XXXX with the bank. He said he specializes in fraud cases. XXXX XXXX then told us an out of state wire transfer had been tried in the amount of {$14000.00}. XXXX XXXX had us hold to speak with an XXXX agent. I didnt trust this and told the agent I would call him back, he gave me his name and badge number. I called the number back, they answered FBI XXXX XXXX offices. I then spoke to this " agent ''. After talking to the FBI, I called XXXX XXXX back, to verify he actually worked at the bank I asked him to give us our bank balances, my boyfriend and I had a joint account and I had a single account. XXXX XXXX knew both account balances to the XXXX. I then asked him to tell me our recent transactions from both accounts. He knew those as well. If he didnt know this, I was prepared to hang up. Only employees at the bank have my banking information right? He then told us we needed to go into the branch withdraw cash from both accts and close old accts. He would then help us open XXXX new accounts with new ATM cards and XXXX checks to get started. We had to go to XXXX different bank to do this, the total was {$28000.00}. He then said to stay at the branch in XXXX XXXX he was coming to us from XXXXXXXX XXXX main branch. We waited there and when he arrived the bank had closed. He was wearing a suit and had a picture Wells Fargo Bank ID tag on. He said he would take our cash go into the bank and open our new accounts, then call me at XXXX am with our new account numbers. I gave him our money, a few minutes later we saw him drive away. I then called the bank and spoke with a fraud claims person. She said not to worry our money is insured and I had to wait til Monday to file a claim as the transactions needed to post. She also told me our old accounts were not closed or frozen. Another thing you need to know XXXX XXXX told us that if we left with our money we would be arrested that night as this was now an FDIC investigation. He threatened us with jail and prosecution if we just left the bank after withdrawing our cash. My son also lives at the same address as me and my boyfriend. His own personal account got hit for XXXX large purchase that same day. No one is safe at Wells Fargo Bank. On Monday XX/XX/year>, I called the bank filed a claim, then called the XXXX XXXX Police XXXX and filed a police report. Attached is WFB response. If any questions please contact me via email XXXX I do have the phone numbers and text message from that day.

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