Consumer complaint received 2024-07-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
XX/XX/XXXX sent email to Wells fargo : I have pictures of evidence of phone calls and texts to support the below information. 
I am re-disputing my claim with additional evidence. I disagree with the outcome because I am a victim of a financial scam. The amount was {$9700.00} and was reversed from my account on XX/XX/XXXX. I received the letter regarding the resolution of the claim # XXXX on XX/XX/XXXX. 
XXXX. XX/XX/XXXX : I received a call from Wells Fargo. The caller ID read Wells Fargo. PDF wf text XXXX. 
a. The individual stated that there was suspicious activity on my account from XXXX XXXX. The individual never mentioned a dollar amount of the suspicious charge. 
i. He stated someone is attempting to use my account from XXXX, Texas. I confirmed that I had not tried to purchase anything in Texas. 
ii. I never discussed monetary information with the individual. Furthermore, I did not provide permission to withdraw money from my bank account. 
b. Once I confirmed that I had not tried to use my account through Apple Pay in XXXX, Texas, he stated he would assist to secure my account by removing my bank information from my XXXX account. 
XXXX He also stated that removing my bank information from XXXX XXXX is the most effective way to protect my account from hackers getting access to personal account information. 
d. I asked the individual how do I know this phone call isnt a hack? He responded XXXX, please verify that I am calling from a secured Wells Fargo phone number. He told me to reference the phone number he was calling from. The caller ID read WELLS FARGO. 
i. I asked for his name and he stated XXXX XXXX. 
ii. I acted in good faith because he said he was calling from Wells Fargo on behalf of the companys XXXX XXXX department. 
XXXX. The individual stated he was going to XXXX ( remote in ) for an XXXX customer service representative ( name : XXXX XXXX XXXX ), who partners with Wells Fargo, was going to assist to protect my account from unusual activity. ( XXXX XXXX  call : PDF wf text XXXX ) They would assist to remove my personal information by running a diagnostic test to verify my account information was cleared and properly removed from XXXX XXXX. 
XXXX. Once on XXXX, they then told me they were sending over a verification code to securely access my phone/XXXXXXXX XXXX for diagnostic testing. PDF wf text XXXX. 
XXXX. They then told me to enter in a temporary password, which they provided, for XXXX to run the diagnostic testing to secure my account information. Apple password they provided : XXXX. 
XXXX. He then stated once the diagnostic testing was complete and my information was secured, he would call me back to confirm the testing was complete. The following images are evidence of the calls. PDF : wf call XXXX, wf call XXXX. 
XXXX. The call at XXXX, from XXXX XXXX XXXX XXXX was XXXX XXXX XXXX me back from Wells Fargo XXXX confirm my personal account information was cleared and my phone was secured from any fraudulent activity that may occur. wf call XXXX. 
XXXX. Moments later, another phone number called me, with caller ID reading WELLS FARGO, stating that she was calling from Wells Fargo to get confirmation of a suspicious charge on my credit card of ~ {$2600.00}. I mentioned to her that I had been on the phone with another Wells Fargo representative for the past XXXX hours for suspicious account activity. PDF wf call XXXX. 
XXXX. After the phone calls, and knowledge that I could no longer access my XXXX ID with my current password, I went to Wells Fargo that afternoon and spoke with the branch XXXX at location : XXXX XXXX XXXX, XXXX, AL. XXXX. XXXX. I spent time with XXXX XXXX, filing a claim for the fraudulent charges on my account. She reviewed the transaction summary with myself. PDF : transaction summary. 
XXXX. After leaving the bank, I went to the XXXX store and had my IPhone device scanned to remove any virus/spyware the hacker could have put on my phone. I had to create a new XXXX XXXX to get access to my phone. I lost all of my ITunes music ( XXXX songs previously purchased ), apps downloaded with previous XXXX ID, and any photos that had not been backed up to the XXXX 
a. In order to access Wells Fargo online banking in the future, XXXX wanted me to visit the XXXX store for approval that my phone was clear of any viruses/spyware. 
XXXX. Proof of my location the day of the fraudulent transaction is seen in the summary image. My last confirmed purchase, XXXX Pharmacy on XX/XX/XXXX in XXXX, Alabama, was myself. 

Please review the additional evidence I have provided that confirms I am a victim of a financial scam. I have banked with Wells Fargo since XXXX and trust you will provide myself, as a loyal customer, my money back into my account. 

I am also aware that I can move forward with the Consumer Financial Protections Bureau, if needed, but prefer Wells Fargo resolve this financial scam.

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