Consumer complaint received 2026-07-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I am filing this complaint regarding Wells Fargo 's denial of my fraud claim for the loss of {$4800.00} on XX/XX/year>, resulting from a sophisticated bank impersonation scam. On XX/XX/year>, I received communications that appeared to be from Wells Fargo. The messages appeared within an existing Wells Fargo text message thread that contained Wells Fargo security notifications and verification codes. Due to the fact that this text code ( XXXX ), had previous messages from verified Wells Fargo communications, I reasonably believed I was communicating with Wells Fargo regarding the security of my account. Following this fraud incident, I have continued to receive legitimate communication from Wells Fargo on this exact text message code ( XXXX ). During this incident, I communicated with an individual identifying themselves as Wells Fargo Support. My phone records show a call lasting approximately XXXX hour and forty-one minutes with the phone number ( XXXX ) XXXX. During this conversation, I was informed that my account had been compromised and that immediate action was required to protect my funds. Because I believed I was speaking with Wells Fargo representatives, I followed the instructions provided. Acting under the belief that I was protecting my account, I used the XXXX XXXX mobile application to move {$4800.00} as directed. I did not knowingly authorize a transfer to criminals, nor did I intend to send money to a scammer. My actions were taken solely because I believed I was following Wells Fargo 's instructions to secure my account. After discovering that I had been deceived by individuals impersonating Wells Fargo, I promptly reported the incident to Wells Fargo and filed a fraud claim. Wells Fargo subsequently denied my claim, asserting that the transaction was authorized. I respectfully disagree with that determination. While I physically completed the transaction within the Wells Fargo application, I did so only because I was fraudulently induced by individuals impersonating Wells Fargo and falsely representing that my account was at risk. I was further led to believe these individuals were Wells Fargo due to the legitimate text message code I received and that is still in use by Wells Fargo. This text message code proves there has been a breach in Wells Fargos security to which I should not be held responsible. The authorization was obtained through deception, and I reasonably relied on communications that appeared to originate from my bank. The evidence available includes screenshots of the text message thread, phone records documenting the lengthy call with the individual posing as Wells Fargo Support, and records of the resulting transfer. These materials demonstrate that I was the victim of a bank impersonation scam and did not knowingly authorize a transfer to criminals. I respectfully request that Wells Fargo provide a complete explanation of its investigation, including the evidence relied upon in denying my claim, and reconsider its decision in light of the documented impersonation scam and supporting evidence. I further request the CFPB 's assistance in reviewing this matter and helping to obtain a fair resolution. Thank you for your consideration. Sincerely, XXXX XXXX

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