Consumer complaint received 2024-08-13 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
On XX/XX/XXXX, I received a text message from Wells Fargo saying that I charged {$180.00} at a target in XXXX XXXX Texas. The text said if I recognize it type yes if I dont recognize it type now. I have seen these text messages before so I typed in. Then my phone rang and it said it was from Wells Fargo so I answered it. the person on the other and introduce themselves as a fraud as from Wells Fargo. He then asked me a series of questions about money transferred that I had made that day. One was for XXXX and I said I did not make that transfer and then he said another one was for XXXX and I said I did not make that one either. So now Im really upset and scared. The man said to me that its OK because these transfers were just made recently and so we caught it in time. Then he continued to ask me a series of questions about my checking account my savings account and my credit card account. While he is consoling me, he is explaining to me that we have to reverse all of these money transfers and not to worry because we had caught it in time and I should be able to get my money back within XXXX hours. Meanwhile, he is taking everything that I have for my bank account, my savings account, and my credit card from Wells Fargo. I wish I wouldve just hung up. On XX/XX/XXXX, I called Wells Fargo to find out what was happening with these money transfers because they were not showing up on my bank statement. This is when I found out that I was not talking to Wells Fargo. I made a report on XX/XX/year>. At this time, they told me that it would take XXXX to 10 days to investigate. On XX/XX/XXXX, I had not heard anything so I went into my branch bank and asked to speak with a banker. There were no bankers available that day so I made an appointment for XX/XX/XXXX. I met with a banker who was very nice and asked me for verification of the text messages that I received from this person, any documentation that I had that would help my case. This banker called the fraud department at Wells Fargo and asked about my case. At this time, they said they were still investigating. I was told that this investigation could take up to 10 days again.The banker also gave me the business card of the bank manager. Then I received my first letter from Wells Fargo on XX/XX/XXXX, stating that they finished researching my fraud claim and that they consider this investigation closed. I called the number on the letter and left several messages. I then received another letter from Wells Fargo claims department stating that they found the wire transfers but were not able to receive the money that was taken from me. I then received an email from Wells Fargo XXXX  on XX/XX/XXXX, thanking me for the complaint and they would get back to me within 10 days. I then received another email from XXXX  stating that I have a case manager and that they are researching my complaint this is when they told me they would get back to me on XX/XX/XXXX. On XX/XX/XXXX, I get an email from my case manager who is XXXX XXXX stating that they need more time and that they will follow up with me by XXXX XXXX stating that they had got my complaint and that they were going to research it. At this point, I am so frustrated and do not know what is going on with my stolen money. This is when I called my bank manager and we sat down and went through all of the information I had received. He made several phone calls to get through to someone to get some answers about my complaint. After about an hour and a half of being on hold and switched to different departments, the branch manager was told that my case was closed and that there was nothing they can do. I was devastated and started to hyperventilate. I am a XXXX XXXX I lost my husband, and I am on a fixed income. This person took {$4000.00} from my checking account over {$15000.00} from my savings account and then overdrew my Wells Fargo credit card by {$4700.00}. I am devastated and desperate to get my money back. This was everything I had. I am hoping that you can help me.

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