Consumer complaint received 2026-01-08 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
In XX/XX/year>, my phone was stolen. Shortly thereafter, a third party accessed my Wells Fargo online banking and initiated multiple unauthorized online wire transfers totaling approximately {$4000.00} {$4700.00}. I did not authorize these wire transfers. 

I immediately : Reported the theft to Wells Fargo Filed a police report Submitted an FBI XXXX complaint Despite this, Wells Fargo denied my wire fraud claim by asserting the transfers were authorized solely because they originated from a device previously associated with my account. This determination is legally insufficient and does not satisfy UCC Article 4A, which requires actual customer authorization or proof of a commercially reasonable security procedure. 



Repeated Failure to Provide Promised Documentation ( Third Occurrence ) Wells Fargo stated in writing that it would mail me the complete wire fraud investigation file, including : Authentication and verification logs Timestamps Device and XXXX XXXX The specific commercially reasonable security procedure relied upon Despite XXXX separate requests and multiple written assurances, Wells Fargo has never provided this documentation. 

This is now the third instance in which Wells Fargo promised disclosure of the investigation materials and failed to deliver them. The continued refusal to provide these records : Prevents meaningful review of the fraud determination Obstructs my ability to challenge the denial Violates UCC 4A-202 and 4A-203 Violates CFPB investigation standards and Wells Fargos own stated policies Without producing this documentation, Wells Fargo can not legally classify these wire transfers as authorized.

Failure to Meet UCC Article 4A Requirements Under UCC 4A-202 and 4A-203, a wire transfer may only be treated as authorized if : XXXX. The customer actually authorized the payment, or XXXX. The bank proves the payment order was verified using a commercially reasonable security procedure that was followed in good faith Wells Fargo has produced no evidence of any security procedure used to verify the disputed wires. 



Improper Reliance on Online Access Agreement Wells Fargo improperly relies on its Online Access Agreement to shift liability to me. However : A private agreement can not override UCC Article 4A Device recognition does not equal authorization A stolen phone does not constitute consent Account Closure & Removal of Records Following the denial of my wire fraud claim, Wells Fargo : Closed the account where the fraud occurred Removed all historical statements and transaction records from my online banking Eliminated my ability to view the account number or last XXXX digits This prevented me from reviewing the fraudulent transfers and interfered with an active fraud dispute. 



Retaliatory Adverse Action After reporting fraud, Wells Fargo imposed unexplained restrictions that XXXX my ability to use XXXX XXXX XXXX, XXXX XXXX, and other digital payment services connected to my Wells Fargo account. 

These restrictions : Were never explained Were never justified in writing Were never reversed Occurred only after I reported fraud This constitutes retaliation, adverse action without notice, and unfair banking practices. 

SUPPORTING DOCUMENTATION : All relevant documentation has already been submitted in prior CFPB complaints, including Wells Fargos written promises to provide the fraud investigation file, the wire fraud denial, law enforcement reports, and correspondence showing repeated requests for documentation. Wells Fargo remains in possession of all underlying records and has failed to produce them despite multiple written assurances. This complaint relies on the existing CFPB record, which already contains the necessary evidence.

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