Consumer complaint received 2026-02-08 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:
1. Incoming Call Appearing as Wells Fargo Date : XX/XX/XXXX Incoming number : XXXX Call start time : XXXXXX/XX/XXXX Call duration : XXXX minutes ( ended at XXXXXX/XX/XXXXI received a call from XXXX, a number that appeared to belong to Wells Fargo Mortgage. 
The call lasted XXXX minutes, ending at XXXXXX/XX/XXXX 
During the call, I was coached on what to say and instructed to tell the bank the withdrawal was for paying a contractor. 
I was under pressure and being directed throughout the call. 
I later reported this call as suspected fraud to Wells Fargo, the XXXX XXXX XXXX XXXX, and XXXX. 


-- - XXXX. {$18000.00} Cash Withdrawal While Under Duress Date : XX/XX/XXXX Withdrawal time : XXXXXX/XX/XXXX Amount : {$18000.00} Location : Wells Fargo branch on XXXX XXXX, XXXX, WY Teller : XXXX While still on the call from XXXX, I went to the XXXX XXXX Wells Fargo branch. 
XXXX XXXX processed a cash withdrawal of {$18000.00} at XX/XX/XXXX 
I was actively being coached during the withdrawal. 
I was instructed to give a scripted explanation ( contractor ).

Because the transaction was made under deception and pressure, it is not considered authorized under Regulation E, even though I physically made the withdrawal. 


-- - 2A. Prior Pershing Branch Deposit Error ( Context for Why the Scam Felt Plausible ) Date : Over 10 years prior Location : Same XXXX XXXX Wells Fargo branch Transaction : Insurance settlement deposit from XX/XX/XXXX Issue : Branch shorted the deposit by several XXXX dollars More than a decade earlier, the same XXXX XXXX branch shorted me several XXXX dollars when I deposited a large insurance check from XX/XX/XXXX for a totaled vehicle. 
I had to return to the branch with the check stub to get the deposit corrected. 
Because of this real, documented past error at the same branch, the scammers claim that the XXXX branch was under FBI investigation felt plausible to me. 
This prior experience directly influenced why the scammers narrative landed in a way that felt believable. 


-- - XXXX. Immediate Fraud Reporting to Wells Fargo Date : XX/XX/XXXX Time : XXXXXX/XX/XXXX Call duration : XXXX minutes Number dialed : XXXX At XXXXXX/XX/XXXXXXXX minutes after the call ended, I called XXXX. 
I reported the fraud immediately. 


Additional Wells Fargo Fraud Reporting Calls ( Same Night ) Later that evening, I also contacted : XXXX ( Wells Fargo Fraud Department ) XXXX ( Wells Fargo Customer Service ) I reported the fraud to multiple Wells Fargo departments on the night it occurred. 

-- - XXXX. Report Filed With the XXXX XXXX XXXX XXXX Date : XX/XX/XXXX Time : XX/XX/XXXX XXXX : XXXX XXXX XXXX XXXX XXXX number : XXXX After contacting Wells Fargos fraud department, I contacted the XXXX XXXX XXXX XXXX at XXXXXX/XX/XXXX. 
I filed an official report. 
I provided Wells Fargo with the case number XXXX that same night. 


-- - XXXX. IC3.gov Federal Complaint Filed Date : XX/XX/XXXX Time submitted : XXXXXX/XX/XXXXEST Submission ID : XXXX At XXXX XX/XX/XXXXEST, I filed a federal cybercrime complaint with IC3.gov. 
This filing documented : The suspicious call from XXXX The coaching and pressure The fraudulent {$18000.00} withdrawal The timeline of events I informed Wells Fargo that an IC3 complaint had been filed. 


-- - XXXX. Large Cash Deposit at ApproximatelXX/XX/XXXXon XX/XX/XXXX Date : XX/XX/XXXX Approximate time : XXXX XX/XX/XXXXAmount : {$17000.00} Location : Wells Fargo ATM on XXXX XXXX, XXXX, WY XXXX : None ATM deposit At approximately XX/XX/XXXX I made a {$17000.00} cash deposit at the Wells Fargo ATM on XXXX XXXX. 
The ATM did not accept two old {$100.00} bills, which I attempted to deposit. 
The remaining {$17000.00} was accepted by the ATM and recorded by Wells Fargos systems. 
This sameday ATM deposit followed by a sameday inperson withdrawal at a different branch is a known fraud pattern that banks are required to detect. 


-- - XXXX. XXXX Visit on XX/XX/XXXX With Personal Banker XXXX XXXX XXXX Date : XX/XX/XXXX Time : XXXXXX/XX/XXXX Location : Wells Fargo branch ( first business day after XXXX closure ) Staff : XXXX XXXX XXXX, Personal Banker Because the branch was closed on XX/XX/XXXX for XXXX, the earliest possible inperson visit was XX/XX/XXXX at XXXX XX/XX/XXXXwhen the branch reopened. 
I arrived at XX/XX/XXXX, the moment the branch opened, and met with Personal Banker XXXX XXXX XXXX. 
This appointment was the first available opportunity to address the fraud in person after the holiday closure. 
I informed him of the fraudulent withdrawal, the suspicious call, and the events of XX/XX/XXXX. 
This demonstrates that I acted immediately and responsibly once the branch reopened. 


-- - XXXX. Wells Fargos Failure to Provide Required ATM Evidence Date Range : XX/XX/XXXX XX/XX/XXXX Wells Fargo failed to produce multiple forms of required ATM evidence, including : ATM video footage Cash cassette totals ATM cashhandling logs Electronic journals ( EJ logs ) Access logs Chainofcustody documentation Error codes or sensor data Reconciliation reports These records are standard, required, and routinely produced in ATMrelated investigations. 
Wells Fargos inability or refusal to provide them is a major procedural failure. 

-- - XXXX. Wells Fargos Initial Investigation Failure Date : Late XXXX Early XX/XX/XXXX Wells Fargo closed the investigation without contacting me.

I was not asked for evidence, clarification, or a rebuttal.

Required Regulation E disputehandling procedures were not followed. 


-- - XXXX. First CFPB Complaint Filed Date : XX/XX/XXXX I filed my first CFPB complaint due to Wells Fargos failure to investigate properly. 


-- - XXXX. First CFPB Complaint Closed Date : XX/XX/XXXX The CFPB marked the first complaint closed. 
I was not given an opportunity to provide consumer feedback or rebut Wells Fargos response. 


-- - XXXX. Search Warrant Issued and Served on Wells Fargo Date : XX/XX/XXXX Agency : XXXX XXXX XXXX XXXX Detective : Detective Young Wells Fargo internal reference number : XXXX On XX/XX/XXXX, Detective XXXX from the XXXX XXXX XXXX XXXX served a search warrant on Wells Fargo. 
Wells Fargo confirmed receipt of the warrant. 
Wells Fargo provided XXXX XXXX with their internal reference number : XXXX. 
This proves Wells Fargo was fully aware of the investigation and obligated to preserve and produce all relevant evidence. 
Despite this, Wells Fargo did not incorporate the warrant or its evidence requirements into their investigation. 


-- - XXXX. Second CFPB Complaint Filed Date : XX/XX/XXXX I filed a second CFPB complaint due to continued procedural failures and XXXX XXXX failure to consider involvement by the XXXX XXXX XXXX XXXX. 


-- - XXXX. Second CFPB Complaint Closed Date : XX/XX/XXXX The CFPB marked the second complaint closed. 
Again, I was not given an opportunity to rebut Wells Fargos response. 
Wells Fargo still did not address : The call from XXXX The duress The coaching The XXXX deposit + withdrawal The XX/XX/XXXX warrant The missing ATM evidence Regulation XXXX requirements -- - XXXX. Third CFPB Complaint Filed ( Current Active Case ) Date : XX/XX/XXXX I filed a third CFPB complaint due to : XXXX premature closures Contradictory statements Failure to request evidence Failure to consider involvement by the XXXX XXXX XXXX XXXX XXXX to follow riskmitigation procedures Failure to follow Regulation XXXX requirements Failure to provide required ATM evidence XXXX XXXX XXXX and XXXX XXXX contacted me, indicating elevated review. 
I am currently awaiting their XXXX response. 


-- - XXXX. Ongoing Harm Date Range : XX/XX/XXXX XXXX * * Financial loss totaling {$17000.00} remains unresolved. 
My automatically deposited paychecks did not reach my new Wells Fargo account, despite being told they would transfer correctly. 
As a result, I had no access to my paycheck during the XXXX holiday, causing significant financial hardship. 
Wells Fargos premature account closures created an additional risk : if my closed accounts do not remain open and accessible, I will not be able to retrieve the transaction records I need for tax filing, despite informing Wells Fargo that I require access for this purpose. 
Continued financial instability due to Wells Fargos failure to correct the error.

Significant time spent documenting the issue and filing multiple CFPB complaints.

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