Consumer complaint received 2026-05-12 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX, I was robbed at XXXX in XXXX, forced to enter my password, and left with no phone. While I found the police and XXXX called my dad to call Wells Fargo to freeze my account, the robbers began fraudulently wire transferring the money from my account. My father, a joint account owner to my checking account, called Wells Fargo at XXXX XXXX to alert of fraud. The woman handling the call told my father she would work on freezing the account and restoring the money, when the call was disconnected. My father did not receive confirmation that the account was frozen. Wells Fargo did not immediately close the account when alerted of the fraud, so my father had to call thrice more, resulting in significant monetary loss from my account. The second time my father called at XXXX pm XXXX, he noted to the employee that he saw more money being wired out of the account since he had called the first time. This employee did not confirm to my father whether or not the account was blocked, and told my father that only I could call to freeze the account. My father explained that I was in a police station in XXXX with no phone and that he needed to authorize the account block, being a joint owner, but the employee did not seem to recognize this as legitimate, implying that the account could not be blocked until I called them directly. Once I returned to the country and began opening new accounts and investigating the fraud, I filed multiple claims to restore the money. While waiting for responses on these claims, I have found it extremely difficult to get into contact with employees who will give me information about my claims. I have spent hours on hold, being transferred from employee to employee and department to department with no useful answers. Wells Fargo has taken months to address my complaints, failing to provide updates unless I repeatedly call them, and extending the date by which they had assured I would have an answer. I have spoken to XXXX and XXXX in the claims department, both of whom could not explain why my account was not closed in time and why they will not reimburse me. They are refusing to return half of the stolen funds, and are managing my customer service incredibly poorly, failing to respond to my calls. I was at one point told by XXXX XXXX of the executive office that an executive manager would call me in XXXX hours. No one ever called. I am not being updated on the status of my account, and at one point I received mail saying that " fraudulent activity '' in my account could not be found and that is why a claim was denied, despite the fact that I provided a detailed police report of the robbery and verbally told Wells Fargo that I did not authorize any of the wire transfers. However they sent me this mail before I was back in the country and could provide the police report, proving that they did not conduct a thorough investigation into the fraud. Wells Fargo is now claiming that I am responsible for the wire transfers, even though I did not authorize them, despite the fact that their failure to act led to my account not being blocked as soon as they were notified of fraud. I was told by XXXX, a Lead Escalation Representative, that they would re-open my complaint and re-investigate, but this was after several months of calling and asking them to consider their mismanagement of my account and reconcile this failure. The bank 's conduct on both a financial management and customer service level is unacceptable and has resulted in a significant amount of my time and effort in addition to my financial loss. Wells Fargo claims in their code of conduct to act with the highest degree of trust and integrity, and they have failed to demonstrate either of these qualities with the negligence and mismanagement shown toward my case and complaints.

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 monetary relief