Consumer complaint received 2024-06-12 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: CO

Complaint narrative:
On XX/XX/year>, I received a phone call from XXXX at XXXX XXXX. It was a man who stated he was Wells Fargo customer service calling to let me know about a suspected fraudulent charge on my account in the amount of {$700.00}. He asked me to confirm some information, and then HE proceeded to read off my name, address, phone number, and the last 4 digits of my social. He already had all of that information. Then, he started to read off my recent debit transactions and asking me if they were all authorized. He then said Wells Fargo was going to send me a new debit card and that he needed to text me a code to give back to him to authorize the new card. Wells Fargo had asked me read back a code when I had called customer service before, so I didn't think twice, and again, he already had all my information and access to my recent debit transactions. As soon as I hung up, I noticed I had an email stating I had a declined charge. I immediately called Wells Fargo and was told that an initial charge of {$2400.00} was decline, but then the scammer transferred all of my money out of my savings account and into my checking account, and then processed a second transaction for a totally different amount, {$3800.00}, which went through. I told the representative at Wells Fargo that I did not authorize those charges, and they said it was fraud, so I immediately filed a dispute claim over the phone with them. I then immediately went to my county sheriff 's office and filed a police report. I then went to a Wells Fargo branch and spent two hours with a banker changing all of my online banking information, canceling my debit card, and closing all of my accounts and opening all new ones. That same day I also put a freeze on my credit with all three bureaus. At that time I was told it would take XXXX business days to resolve the dispute. On XX/XX/XXXX, I was issued a provisional credit. Not having been told what was happening next, I went to a Wells Fargo branch and talked to the XXXX. She called the claims number, and they said it could take up to XXXX business days. So, I waited the XXXX business days and had not received any further information. I called the claims number myself and was told it could take up to XXXX calendar days. Frustrated, I went again to a Wells Fargo branch and spoke to a banker who called the claims line and was told it would take XXXX business days. Today I received a letter in the mail from Wells Fargo stating my claim was denied because the vendor, XXXX XXXX XXXXXXXX, had supplied compelling evidence that the transaction had occurred. I do not know who XXXX XXXX XXXXXXXX is, can not find anything about them online, and have never done business with them or received any products or services from them. I have had no communication ever with anyone associated with or any business called XXXX XXXX XXXX  I can provide proof of both the declined transaction, the transfer from my savings to checking, and the transaction that went through as well as the police report. Or whatever else is needed. I have been banking with Wells Fargo for over XXXX  years and have only filed one other dispute for {$20.00}. This is clearly fraud, and I don't know what other evidence is needed. I will also be filing a report with the FTC.

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 monetary relief