Consumer complaint received 2024-12-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
XX/XX/year> XXXX : missed call from XXXX XX/XX/year> XXXX ( call length 22 minutes ) : second call from XXXX stating suspicious activity on my account and asked me about two transactions in NJ. Caller knew my information. I did not provide any information. Stated they needed to cancel my card and send me a new one. They told me my address and I confirmed. Said they would XX/XX/XXXX it to me and if I wanted to waive the signature on delivery I would need to confirm with Wells Fargo code and then they sent it to me. I provided the texted code from Wells Fargo. Was then told they would update my online password with temporary password for my protection. Then they provided me my username and they new temporary password. While on the call I received an email that my password was changed. I then asked what card they were cancelling and they said card ending in XXXX. I realized that was an old card and hung up. I then was looking for a number to call wells fargo. 

XX/XX/year> XXXX : I received an email that a XXXX recipient was added that I did not add. The name was XXXX and email address XXXX XX/XX/year> XXXX : I received an email that {$4000.00} was sent to XXXX XX/XX/year> XXXX : called XXXX and hung up because seemed like the wrong number to call for this XX/XX/year> XXXX : called XXXX call lasted 2 minutes and I hung up because still didnt seem like the right number XX/XX/year> XXXX ( call length 31 minutes ) : called XXXX and spoke with XXXX and explained what happened. She shutdown my online access for my protection and provided me with claim # XXXX said that the fraud office was only open monday to friday and I would get a call monday or tuesday. 

XX/XX/year> XXXX ( call length 1 hour and 3 minutes ) : called XXXX and spoke to XXXX who said my claim was denied but showed they never followed up with questions and said she would resubmit claim. Helped me set up new username and password. 

XX/XX/year> XXXX ( call length 1 hour and 23 minutes ) : called XXXX spoke to XXXX at executive office after asking for manager multiple times. Given phone number XXXX reference # XXXX XX/XX/year> XXXX : Received email from the Line of Business Executive Office confirming case number XX/XX/year> XXXX : Had in-person appointment with XXXX XXXX XXXX at Wells Fargo Branch ( Address XXXX XXXX XXXX XXXX, XX/XX/XXXX, FL XXXX Phone number XXXX XXXX ) XXXX ) to try and get fraud resolved. While with XXXX, I spoke with XXXX on the phone at XXXX who stated this will be investigated further. Then spoke with XXXX who provided Confirmation number XXXX. When I asked what the daily XXXX limit is I was told {$3500.00}. When I asked how a new XXXX recipient was added and thenXX/XX/XXXX {$4000.00} ( Over daily limit ) could occur I was told I dont know. 

XX/XX/year> XXXX : Received email stating case was closed. 

XX/XX/year> XXXX : Had in-person appointment with XXXX XXXX XXXX XXXX Wells Fargo Branch ( XXXX XXXX XXXX XXXX XX/XX/XXXX, FL XXXX Phone number ( XXXX ) XXXX ) to close all accounts and withdraw my remaining funds.

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