Consumer complaint received 2024-12-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
On XX/XX/year> at about XXXX am ( while we were all sleeping ) we received text alerts that stated we had added the following people to XXXX  : XXXX, XXXX, and XXXX. Mind you, I had never used XXXX  and my husband used maybe twice in the span of the life of our account with Wells Fargo. When I got up I checked our accounts and noticed that our son 's sub-account had XXXX pending XXXX  transactions for XXXX and XXXX for {$500.00} each. Immediately I reached out to Wells Fargo to stop these transactions and was told the transactions would be investigated and a new sub-account for my son was created. The claim number that was provided to us is : XXXX. The rep asked for my husband to call with the claim number and provide some information since it appeared as though my husband 's login access was the one that was compromised. Through my husband 's login access they were able to unlawfully withdraw a total of {$1000.00}. After the account was closed, on this same day, the hackers attempted to access the account again but this time using XXXX for the amount of {$1500.00}. The XXXX hack attempt was not success only because we ( my husband, son and I ) quickly called Wells Fargo and the new account was issued simultaneously as the hacked account was closed. 

On XX/XX/year>, my son and I stopped by the local Wells Fargo bank to follow up on the claim since we hadn't heard from them. Were told that the claim was denied because it appeared as though we did it, we were the ones sending money. The hacker managed to mask/mimic my husband 's login environment and make it seem as though it was us. Given today 's technology, the fact that a hacker can impersonate a victim online and steal their money is not a new concept yet Wells Fargo appears to be using this excuse as a copout to avoid returning the funds to its customers. XXXX appears to have huge vulnerabilities and Wells Fargo does the bare minimum to protect its customers. 

While at Wells Fargo we were on a call with the support team who refused to provide me or my son with any additional information on what device was used. We were trying to offer information on the types of devices we own to try to prove it wasn't us but the rep refused to accept or provide any information on the type of device used and compare to the devices we own. They were very secretive in my opinion on sharing information with us. The rep refused to look into the XXXX transaction as part of the fraudulent attacks because in his words, " the transaction was cancelled '' therefore doesn't merit an investigation. Sounds to me like a copout for not looking at the entire violation for what it is, an unauthorized fraudulent attack on a customer. All three fraudulent attempts were executed on the same day, just hours apart. What more do they need? 

I pushed for this to be escalated and further investigated by their top tier support team and was told it would be escalated. As of today, XXXX XXXX we have not seen the fund reimbursed nor have we heard from anyone at Wells Fargo. 

The pattern of fraud and customer abuse from Wells Fargo ( along with other banks ) continues. Here are some articles of others who have experienced the fraud we have and have been abandoned and tossed to the side by banks including Wells Fargo. 
XXXX XXXX XXXX XXXX XXXX XXXX Documents can be provided upon request.

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