Consumer complaint received 2025-05-16 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
On XX/XX/year> I got a text Wells Fargo Alert : Did you attempt a purchase at XXXX XXXX with card ending in XXXX for {$250.00} in XXXX Texas? Reply YES or NO. Reply STOP to stop msgs. 

I replied NO Wells Fargo Alert : Transaction declined. No further action required.A representative will reach out to you shortly.

A man called almost immediately and said he was with Wells Fargo fraud department. He asked me if I had made a purchase at XXXX for {$44.00}? I said yes, a purchase yo XXXX XXXX for {$43.00}, I said yes. A purchase to XXXX XXXX for {$27.00}, I said yes. 

He then asked if I took out a {$10000.00} withdrawal I said NO!! 

He said that my XXXX XXXX was set up incorrectly. I had just started using my XXXX XXXX a couple of weeks prior, so it sounded legitimate to me. 

He told me my XXXX XXXX account was set up wrong, and he would help me set up a secure account. He said he closed out my current debit card, and a new one would be issued is 5-7 days. 

He needed the code that was just sent to me to start the process. I gave him the code. He needed the second and third codes also that were sent to me. I gave that to him! 

He said my {$10000.00} is protected by the FDIC so I wont lose my money. He then said he will put {$10000.00} in discretionary funds into my XXXX XXXX, so I wont be short on money until this gets settled. 

He then asked me if I took out {$9000.00}?? I said NO!! He told me to go to my local Wells Fargo branch and take out {$9000.00}, so the scammer doesnt get more of my money. 

He said the local branch is being investigated because there are several others this has happened to, and it is a worker inside the bank giving out customers information! So dont tell the Teller about the investigation.

He told me to keep him on the line and put my phone in my pocket and let him know when the {$9000.00} transaction was complete. ( I put my phone on the Tellers counter ) I asked the Teller to withdraw {$9000.00} from my checking account. When she asked what for, I told her shopping and travel. She asked me if I had transferred money from my Savings account into checking, and I said no! She asked if I had made a large withdrawal that day, and I said no! She noticed my phone and asked who was on the line. I whispered to her a Wells Fargo fraud alert guy.

She said I was being scammed! He hung up immediately. 

I called the REAL Wells Fargo fraud company immediately while I was at the bank and met with the banker XXXX XXXX XXXX savings, checking and debit card was closed immediately. I filed a claim with Wells Fargo immediately. The banker XXXX said that I didnt need to file a police report! 

There was a {$10000.00} pending charge coming out of my checking account. That {$10000.00} came out of my Wells Fargo checking account 5 days later! 

I got notification on XX/XX/XXXX that Wells Fargo denied my claim. I went back to the banker XXXX XXXX And filed a complaint against my denied claim. I then filed a police report, and the officer said it is a Felony.

Wells Fargo said that I gave permission to have all my savings transferred to my checking account, and that I upped by daily debit card limit to {$16000.00}, and also gave permission to have the {$10000.00} taken out of my account!!! It was the scammer who did all that!! It was probably done with those codes he needed to set up apple pay I got notification today, that Wells Fargo denied my complaint appeal and said my claim is closed! I asked her If you had {$10000.00} fraudulently taken out of your account, would you just accept the claim being closed? She didnt really have an answer to that! 

I asked the claims department why stop payment wasnt done immediately on my {$10000.00} pending payment, when I had my accounts closed almost immediately. I also asked her where is my protection, keeping my money in a Wells Fargo bank. I told her that I thought Wells Fargo had insurance to protect their customers! She didnt really have an answer to that. 

I let the Wells Fargo claims/complaint department know that I will keep fighting to get my money back.

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