Consumer complaint received 2026-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
I want XXXX reopened. I was defrauded and under duress to boot Bullied, victim shamed, gaslit, and dismissed and discardedthis is how I would describe working with fells fargo post scam/hack of my accounts. All I want is to be made whole of the {$1400.00} that was defrauded of me, and protected by my financial institution and instead I have been gaslit being told that wells see no evidence of scam, fraud, or unauthorized use. You are the ones who performed a loss and recovery, you are the ones that had me go to XXXX to scrub my phone due to unauthorized users, you are the ones who helped me get back and running for a hot minute just to gaslight me. Say it didnt happen and then you steal from Me too?! Is Wells Fargo In on this? I will reopen my CFPB and am Filing a complaint with the XXXX of Maryland ASAP well. The treatment I have received here is unacceptable. Check again check your IP addresses and do your job. This scam/fraud/text message came from you, Wells Fargo, I was defrauded by a group using your real text thread to secure accounts. So you taking back the provisional credit and to be told wells see no signs of fraud when I was defrauded and under duress to boot is the definition of gaslighting. I formally dispute the validity of the alleged {$1400.00} balance associated with the fraud claim currently under investigation. I previously filed a complaint with the Consumer Financial Protection Bureau regarding this matter, and I received written correspondence from Wells Fargo dated XX/XX/XXXX stating that additional time through XX/XX/XXXX was required to complete the investigation. Despite being informed that the investigation remains ongoing, I have now received additional correspondence demanding payment on the disputed amount after the provisional credit was reversed. This conflicting messaging has caused significant confusion, distress, and financial hardship while the matter remains unresolved. I also feel that throughout this process I have been unfairly blamed, dismissed, and subjected to inconsistent and contradictory communications regarding the fraud I experienced. Wells Fargos repeated insistence that no unauthorized or fraudulent activity occurred ignores the reality of what took place and the circumstances surrounding the incident. I was contacted by individuals impersonating Wells Fargo through what appeared to be a legitimate Wells Fargo text message thread that had previously been used by Wells Fargo since approximately XX/XX/year> for account security communications. Based on the continuity of that established thread and the appearance of legitimacy, I had no reasonable basis to believe I was communicating with anyone other than Wells Fargo representatives at the time the fraud occurred. Not only was the provisional credit reversed, but I continue to receive communications demanding payment on a balance that remains formally disputed while the investigation is still pending. This has left me feeling intimidated, victim-blamed, emotionally exhausted, and financially vulnerable while attempting to navigate an already distressing fraud situation. To date, I have not been provided with a clear explanation of : 1. The basis for reversing the provisional credit ; 2. The evidence relied upon in determining the transactions were authorized ; 3. Why payment demands and collection-related communications are being initiated before the investigation has concluded. This situation has required substantial time and attention on my part, including time away from work to address the matter, respond to communications, gather documentation, and attempt to protect my financial standing. The ongoing uncertainty and contradictory communications have negatively affected me physically, mentally, emotionally, professionally, and financially. As a result of this experience and the manner in which this matter has been handled, I have lost confidence and trust in Wells Fargo as a financial institution and have moved my banking relationship elsewhere. The handling of this matter has not only damaged my trust personally, but has also negatively impacted Wells Fargos reputation among professional colleagues, business associates, and others aware of what I have experienced throughout this process. Given the continued inconsistencies and unresolved concerns surrounding this matter, I also intend to update my existing complaint with the Consumer Financial Protection Bureau and pursue additional complaints and documentation through the XXXX XXXX XXXX Maryland regulatory authorities, the Office of the Comptroller of the Currency, and any other applicable oversight agencies as necessary to ensure this matter receives appropriate review. I am requesting : * A complete written explanation of the investigation findings; * Documentation about telling me I had unauthorized users on my phone and having me scrub it at XXXX with new software and XXXX card and proof this was done before you would even allow access to my accounts again to begin with * Admission that Wells Fargo performed a loss and recovery on acct ending in XXXX because their was suspected unauthorized use and several unauthorized users on my phone that the fraud dept at wells could see. * Documentation that the protection and recovery of my account was performed in a timely manner. * Copies of any documentation or evidence relied upon in making your determination; * That this disputed amount not be treated as delinquent, sent to collections, or reported adversely to any credit reporting agency while the investigation and CFPB complaint remain pending ; * That all future communications regarding this matter remain consistent with the status of the active investigation. I also request confirmation that no adverse credit reporting or collection activity will occur while this matter remains formally disputed and under review.

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