Consumer complaint received 2026-05-26 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
On Friday XX/XX/year> between XXXX and XXXX EST I was scammed via a Wells Fargo XXXX Department impersonator. I was called using the number XXXX and XXXX. Initially I was texted about a potentially fraudulent charge and then was followed up by phone. On the phone call they spoke with me for XXXX mins clearing up the issue and then was passed to a XXXX where they said my account was compromised. They set up a new account for me to deposit money into under the guise that my account number was compromised. Wells Fargo Fraud Incident Initiation On XX/XX/XXXX, the speaker received a text message from Wells Fargo regarding a {$100.00} fraudulent purchase at XXXX. The speaker confirmed the purchase was unauthorized and responded " no '' to the text alert. A subsequent call from an XXXX number, identified as Wells Fargo XXXX XXXX XXXX , confirmed the XXXX fraud and stated the charge originated from the XXXX XXXX area. The XXXX, XXXX XXXX, stated a new debit card would be issued due to a breach, expedited to XXXX business days. The speaker 's address was verified, and the XXXX charge was confirmed as refunded after the speaker logged into their account. Elaborate Scam Execution The speaker was transferred to a " XXXX '' ( from a XXXX area code ) who claimed unusual online activity, including login attempts and an attempt to add " XXXX '' as a relative. The " XXXX '' stated a pending {$15000.00} wire transfer initiated by " XXXX '' was canceled, and a {$15000.00} credit was placed into the speaker 's account, which the speaker confirmed. Instructions were given to set up a new checking account with a temporary username ( e.g., " temporary XXXX '' ) and an encrypted password, as the original account number was compromised. The speaker was directed to withdraw {$15000.00} cash from a Wells Fargo branch in XXXX and deposit it into the new temporary account via an ATM using a new debit card uploaded to their digital wallet. This entire withdrawal and deposit process was conducted while on the These notes were taken with XXXX XXXX ( XXXX XXXX XXXX ) phone with the scammer, with the cash deposited in XXXX {$5000.00} increments. The card used ended in XXXX, and the generated account was associated with the name " XXXX. '' Discovery and Bank Response During the transaction process, the speaker expressed concern to the person on the phone, stating, " this doesn't feel right, '' and questioned their affiliation with Wells Fargo. Upon calling Wells Fargo directly for validation, the speaker was informed there was " no fraud case in our system '' related to the incident. A Wells Fargo representative explicitly stated, " Some of the things you're telling us that we asked you to do, we would never ask you to do, '' confirming the scam. The speaker 's original Wells Fargo account has been locked, and a new fraud case was initiated with the actual bank. Action Items and Evidence The speaker 's primary goal is to recover the {$15000.00}, arguing that " Wells Fargo has a responsibility to protect its customers from impersonation, '' especially given the initial text message appeared legitimate. Evidence includes photos of the initial text message, the scammer 's phone number ( XXXX ), XXXX data indicating the speaker was at the bank at XXXX XXXX, and text messages sent to a business partner during the incident. The speaker plans to escalate the issue to Wells Fargo 's XXXX XXXX XXXX team and visit the branch on Tuesday to initiate a formal conversation and submit further impersonation evidence. Law enforcement has provided a report number and will send an XXXX " community request link '' to the speaker 's phone ( XXXX ) for uploading all evidence, investigating the criminal aspect of " obtaining property by false pretenses. '' The speaker 's wife will download account statements showing the {$15000.00} transaction, and the ATM is expected to have records of where These notes were taken with XXXX XXXX ( XXXX XXXX XXXX ) the cash went.

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