Consumer complaint received 2024-07-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
On XX/XX/XXXX, my checking account was hacked. At the time, I did not know because Wells Fargo did not send a text nor call me to let me know that there was some unusual activity going on with my account. Before they were done, the hackers had moved {$36000.00} from my other accounts ( Wells Fargo Visa card, Line of Credit, and Savings ) all into my checking account. Before they moved the money, the hackers hijacked my computer with some sort of virus. I also think they had access to my cell phone #. Because when I called " XXXX XXXX XXXX' for help. I did not know I was talking to the hackers. Unfortunately, they convinced me that the {$10000.00} that was showing up in my checking account was not mine and belonged to another persons " XXXX '' account and that it was a crime to keep the money and the only way to get out of this was to return the money to that person 's XXXX account. So, still thinking I am talking with XXXX XXXX the person convinced me to withdraw the {$10000.00} from my bank and wire it back to them so they could return it to the rightful owner. I fell for the scam. I finally realized I was being scammed when I later saw another {$15000.00} in my checking account ( I am still on the phone with the hackers ). The hackers then asked me to send them that {$15000.00} that had just showed up in my checking account. I still did not realize that the money was in fact from my other accounts but I knew it was a scam when they asked me to go to a different branch and withdraw the {$15000.00}. I refused. The person became angry and stated they were going to turn me in to the police. After calling Wells Fargo, they froze my accounts and issued new account # 's and started their investigation. At the end of their investigation, they stated they had returned {$26000.00} of the disputed {$36000.00} to my accounts. The remaining {$10000.00} they could not return because I authorized the transaction. They also returned {$300.00} in fees and interest the hackers created. They have not returned an additional {$510.00} in fees and interest. When I ask why, I did not get an answer that made sense. One customer service rep says it would be returned with a couple of days. Another says it will take up to 3 months. On XX/XX/XXXX I checked my Wells Fargo Visa Credit card ( they placed the {$10000.00} I mistakenly gave to the hackers in this account ) and I saw that they had made an adjustment and gave me a credit for the entire {$10000.00}. Of course, I was a happy person. Unfortunately, the very next day they made another adjustment and said I again owed {$10000.00}. Which in my mind was a cruel gesture on their part. When I asked why this happened they would neither answer my question nor let me speak with anyone who was actually connected with me claim. I understand not wanting to credit me the entire {$10000.00}. However, I believe that Wells Fargo could have done some things on their end to help me the consumer ( again text or a phone call call about unusual activity ) and give me credit for part of the {$10000.00}. I also believe it should not be that difficult to quickly return to me the {$510.00} of fees and interest.

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