Consumer complaint received 2025-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On Tuesday, XX/XX/year>, I attempted to log into my personal and business XXXX accounts, only to find that my personal XXXX account had been XXXX. I tried finding a way to contact XXXX XXXX their website, but discovered they offer no direct customer service. I then searched online for " XXXX Customer Service '' and found a number : ( XXXX ) XXXX. 

I called the number and spoke to someone claiming to be a XXXX XXXX representative. The individual informed me that the call was being monitored and asked for the reason for my inquiry. After I explained the situation, he requested my XXXX login credentials, which I reluctantly provided. He accessed my account and asked if I had been involved in buying or trading cryptocurrency. I told him I had not. He claimed my XXXX account was XXXX due to cryptocurrency law violations and said he needed to escalate the issue to his XXXX. 

I was transferred to someone identifying himself as XXXX XXXX. He said he needed to call me from another number, ( XXXX ) XXXX, and provided an employee ID ( XXXX ) and a case ID ( XXXX ). He instructed me to search what is my IP pia and what is my IP address online, which revealed my computers location and other locations where my IP address had supposedly been accessed. He then claimed my account had been hacked and that my personal information was exposed. 

When he asked what kind of business I operated, I told him I was in property management. He asserted that all of my tenants ' information was at risk. He instructed me to download an app called Help Desk and assured me that keeping the app open while staying on the phone with him would protect me. He advised me not to use my laptop until they had secured and replaced my IP address. 

XXXX then directed me to log into both of my bank accounts, claiming they had also been compromised. I accessed my accounts while he monitored my activity and guided me through various aspects of my mobile banking app. Shortly after, he sent me a text from his ( XXXX ) number stating that they had blocked all incoming and outgoing transactions from my Wells Fargo and other financial accounts because my XXXX address had been misused. The message asked me to verify myself and follow his instructions to resolve the issue. He asked me to read the text out loud, claiming the Federal Trade Commission was recording the call. I complied. 

I remained on the phone with him from approximately XXXX XXXX XXXX XXXX XXXX. During this time, he had me verify XXXX XXXX XXXX and assured me that most hacker access had been blocked, though the process would need to continue the following day. 

On XX/XX/year>, he called me back at XXXXXXXX XXXX. He stated they were still monitoring my accounts and working to secure my XXXX address. Because I was told not to use my laptop, I didnt, and he monitored my phone activity, discouraging me from texting or using it freely. At this point, I was becoming increasingly alarmed. 

I logged into my XXXX bank account and discovered approximately {$34000.00} had been wired out. I then checked my Wells Fargo account and found several XXXX charges totaling {$15000.00} and XXXX wire transfers amounting to approximately {$49000.00}. 

I immediately filed a claim and complaint with XXXX, and they have since returned the funds. However, Wells Fargo has denied liability for the fraudulent activity, saying that it does not meet their criteria for fraud but will not expressly state the fraud criteria.

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