Consumer complaint received 2024-08-30 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/year>, I contacted Wells Fargo XXXX XXXX ) fraud department to report suspicious activity taking place on my online banking account. I was made aware of said activity based upon email notifications I received stating that I added two XXXX, unknown to me, to my XXXX account as recipients. Subsequent to those alerts, I received a call from an individual claiming to be Wells Fargo investigating suspicious activity on my account. After realizing that they did not ask for identifying information, I hung up the phone and that was when I reached a representative from Wells Fargo. Simultaneously, I logged into my account from my phone and attempted to delete the newly added XXXX recipients as a way to thwart the fraud efforts being made on my account. While speaking with the representative, I continued to get alerts now stating that the unknown individuals were once again added to the account and that XXXX transfers were successfully being sent to these unknown recipients. I explained this to the representative in an effort to see if there were measures they could take to protect my funds. Ultimately, I had my saving account closed and a freeze was placed on my two checking accounts. The funds that remained in my checking account were transferred to a newly created checking account. I was informed that a fraud case would be opened and that I would be notified in 10 days of the disposition of said case. 


I contacted Wells Fargo again on XX/XX/year> in order to follow up on my inquiry ( fraud case ) initiated on XX/XX/year>. During this phone call it was awkwardly explained to me that somehow, an investigation was not open on XX/XX/year>. It was further detailed from the representative that I spoke with that something happened but they werent quite sure and that an investigation could now be opened. Hoping for a more expeditious resolution I advocated for the date of the original inquiry to be honored as any lapse in that process was not of my own doing. I was informed by the representative that a special request would be put in to expedite the process, possibly even that same day, due to the murky details of what did or not happen during my call on XX/XX/year>. I did not receive a call that day. 

As of XX/XX/year>, I still had yet to receive a call or notification of any kind from Wells Fargo regarding the charges I was alleging as fraudulent or any investigation into a resolution for what was being alleged. At that point I took it upon myself to reach out to Wells Fargo to gather further information. I spoke to two representatives in that phone call. The first initially informed me that due to the date of the inquiry the bank still had time and continued in the process of investigating my claim. After explaining that his proposed timeline did not match with information I had received I was placed on a hold and the subsequently told that investigation was closed on XX/XX/year>. This contradicted information I was given in the same conversation. I asked to speak with someone who was able to provide more details to this matter and was transferred to higher level. During this call it was explained with no definitive detail that the matter was deemed not to be fraud. I asked for record of the conversations and explained that several of the charges were made while or after I contacted the bank, clearly stating that fraud was actively occurring. I was told that matter would be elevated to complaints. The timeline for complaints to respond was stated to be 2-10 days. 

On today, XX/XX/year>, I received email notification referencing my complaint and providing a case number. Unfortunately, the account number referenced is not even the correct account number. I will be reaching out again tomorrow to hopefully help Wells Fargo do a better job of safeguarding customer funds and competently following up on concerns regarding fraud and alike activity.

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