Consumer complaint received 2026-01-26 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: OR

Complaint narrative:
Product : Checking account / XXXX  Issue : Fraud and scams Bank impersonation / Authorized push payment fraud Company : Wells Fargo Bank What happened I am submitting this complaint regarding Wells Fargos handling and denial of my fraud claim following a bank impersonation scam. 
I was contacted by individuals who represented themselves as Wells Fargo fraud agents. They used a spoofed Wells Fargo fraud phone number and communicated using language and procedures consistent with legitimate Wells Fargo fraud prevention practices. I reasonably believed I was acting under direct instruction from Wells Fargo to secure my account and prevent further loss. 
As part of this impersonation scam, I was instructed to move funds in order to protect my account. Although I initiated the transactions, they were made under material misrepresentation and coercion by individuals posing as my bank. This was not a voluntary or intentional transfer of funds. 
I reported the fraud to Wells Fargo within approximately XXXX minutes of realizing I was not communicating with legitimate bank representatives. 

Wells Fargos response Wells Fargo issued a written response stating that they completed their investigation and found that the transactions in the amount of {$0.00} have not been charged to your account, and therefore concluded that no error has occurred and closed the claim. 
Wells Fargos determination appears to rely solely on the fact that no unauthorized transactions remained pending on my checking account at the time of review, rather than addressing the actual loss caused by impersonation fraud. 

Why Im dissatisfied Wells Fargos response improperly reframes a documented impersonation scam as a {$0.00} no error finding by narrowly defining the issue as whether unauthorized transactions were still present on my account. 
Specifically : Wells Fargo acknowledges that bank spoofing scams exist, yet failed to meaningfully consider that my loss resulted from impersonation of Wells Fargo representatives using spoofed Wells Fargo contact information. 
The transactions were initiated only because I reasonably believed I was following legitimate Wells Fargo fraud prevention instructions. 
The activity on my account was highly atypical, including XXXX transactions on a feature I do not normally use. 
The anomalous activity occurred over an extended period without intervention. 
Wells Fargo did not adequately evaluate the role of coercion, impersonation, or the immediate timing of my fraud report. 
The claim was closed based on a technical internal accounting conclusion rather than a substantive review of the fraud itself. 
By concluding that no error occurred because the transactions were customer-initiated, Wells Fargo failed to address the actual harm caused by impersonation fraud and relied on an overly narrow interpretation of authorization.

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