Consumer complaint received 2024-10-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: WY

Complaint narrative:
On XX/XX/XXXX my checking and savings acct with Wells Fargo were hacked. It started with a text from Wells Fargos line that I had received previous acct alerts on like low balance, saying there has been fraud flagged on your acct did you make this transaction with force insurance for {$1700.00} if yes reply yes and the transaction will be allowed if no reply no and it will be blocked and fraud will call you. I replied no and the fraud or who I thought was the fraud department called me. The person who called said their name said they were with Wells Fargo fraud department in a recorded and monitored line asked who they had the pleasure of speaking with and I told them. They asked how they could help today. I told them the message I had received. They said ok your going to get a 6 digit code to authenticate me coming to my phone and to please let them know when I received the code and provide that code. I did. The person asked me to look at each one of my accts and verify no other transactions were unauthorized. I did that and relied saying nothing else looked fraudulent. She said that a freeze would be placed on our acct so no other money could be taken at this time. I asked how we would be able to use the money as we needed to have access she said she would set it up with XXXX XXXX for a temporary card until our new physical cards arrived in the mail. She never asked for acct numbers, social, phone numbers, XXXX XXXX  or anything. She asked me to removed the old card from my wallet app so I did. Again didnt give her any information passwords or otherwise. From there she told me that she was going to put me on a hold while she worked on freezing the acct, setting up a temporary card and sending me an email summarizing all that happened with a claim number. After a while on hold the call dropped. I checked my accts and all the money was gone and not on my apple wallet. I immediately called Wells Fargo fraud using the number in the app and told them what had happened. They created a claim with escalations and fraud department. Then I called XXXX to find out how this could happen as by this point my phone no longer worked once the call dropped. They said she likely had hacked the Wells Fargo app and was screen sharing on my phone unauthorized and was able to see when I put in my XXXX XXXX  password to remove my card from the wallet. I told them I gave her no information and they said I wouldnt have had to if she had already hacked the app and then screen shared without me know. So I didnt approve or give any information away. Wells Fargo called me today XX/XX/XXXX to tell me my claim was denied because I shouldnt have had my debit card on my apple wallet even though Wells Fargo has to approve it when you add it to the apple wallet. They also said the transaction show they were completed from my number which I told them I didnt do that this lady had hacked the app because I didnt move any money. And they still said it was denied.

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