Consumer complaint received 2025-09-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
XX/XX/year> at XXXX an individual contacted me on me cell number saying they were with Wells Fargo Fraud and noticed some activity on XXXX XXXX that was trying to go through my account and wanted to verify if I had approved the transactions. I told them I did not approve of the transactions and they proceeded to have me verify my account by telling me the last 4 digits of my checking account and last 4 of my debit card. They told me they needed to cancel my card to prevent these charges to go through. They sent me texts with verification codes that they needed me to provide back to verify the right account saying they needed to close my card and add another bank card to make sure the funds did not come from my account. In these steps they told me this was going to lock out my Wells Fargo App until they sent me a reset password and would take 24 hours while they were trying to make sure the funds did not come out of my account. They told me they would follow up next day with a call to verify the got it canceled and what to do next. The next day XX/XX/year> they called again and told me there was a leak on the Wells Fargo side where there was a teller at some local branch that was under investigation for releasing personal data and giving out to other fraudulent groups and wanted to know if I was near a local branch that I could go to if asked and I told them yes. At this point they told me they needed to move my funds still left in my account to some alias account and would need to do the same transaction as the day before on an XXXX XXXX. At this point I had been locked out of my account and they had told me there would be none of my money leave my account. During the next day call I was getting concerned with them asking to transfer to an alias account and I asked my wife for her login info to our account and found that {$10000.00} had been taken out of my account. I then asked the lady that was on the phone with why my account showed a transaction of $ XXXX when they said it wouldnt and they said it wasnt a real fully processed transaction yet and needed to move the rest of the money to a new account in the same way. At that point I told them I wanted to take this to an in person meeting at the local branch and they just hung up on me. I panicked and immediately and went to the local branch to tell them what had just happened and they proceeded to then actually shut down my card and re set a username and password for my app and that I had been scammed. They told me they were going to file a fraud claim on the account. After a week I was concerned with no contact from Wells Fargo and tried to call them on XX/XX/year> and they told me it was still pending waiting XXXX business days to see if the merchant would re issue the funds back and if not Wells Fargo would cover on the XXXX day. The next day on XX/XX/year> I got a call back from Wells Fargo fraud group and they told me sorry there was nothing they were able to do and unfortunately had a lot of these cases this year happen and do not insure or cover these even though they know it is a fraudulent action. They told me I would have to contact XXXX XXXX to see if there was anything they could do and they just told me they are only the middle transaction people and can not do anything that the bank would have to. After all this I have lost $ XXXX and my bank has not help cover anything and I still need to pay a roofer with the insurance money that was in my account. It was very coincidental how normally I do not have that kind of money in my account except I just collected an insurance check to pay my roofers for roof replacement and money I had pulled from a retirement account for my sons wedding coming up. If these were just people calling random people then why would they already be trying to move so much as most Americans do not have that kind of money in their checking account daily.

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