Consumer complaint received 2024-02-23 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
XX/XX/2022 I logged into my Wells Fargo online account and realized that the balance on my daughters account XXXX XXXXXXXX ( which also is my subaccount ) was very low, just {$680.00} ( I knew it should be about {$5500.00} ). 
I looked the recent activities and found a suspicious transaction on XX/XX/2022 of {$4800.00}. The transaction description was : XXXX XXXX XXXX XXXX XXXX on-line XXXX on XXXX. 
Also when I checked my XXXX  mail box I found unopened emails from Wells Fargo confirming that the following changes have occurred in my bank account on XXXX XXXX XXXX XXXX ( neither me nor my daughter never made that changes ) : XXXX. XX/XX/2022 the XXXX XXXX XXXX had been added XXXX. XX/XX/2022 the email address XXXX had been added ( the original email address linked to my bank account was XXXX. 

Looking ahead, I can tell the email linked to my bank account was changed by hacker because it was possible to login to the email XXXX through browser XXXX XXXX ( the password was saved in XXXX XXXX ). 

XXXX. XX/XX/2022 XXXX XXXX payee had been added Payee Name ( Nickname ) XXXX XXXX XXXX Payee Account Number XXXX Payee Address XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX. XX/XX/XXXX XXXXWells Fargo payee had been added Payee Name ( Nickname ) WELLS FARGO CREDIT CA Payee Account Number XXXX Payee Address XXXX XXXX XXXX, XXXX XXXX, CA XXXX I immediately called to my daughter to confirm that it was not her made all that changes and transaction of {$4800.00}. She confirmed that she never did that. Also neither me neither my daughter never had an account in XXXX XXXX. 
I immediately called to Well Fargo trying to cancel that fraud transaction, but it was already too late to cancel it. 

Wells Fargo started case # XXXX, they made investigation and they had closed it, claiming that the transaction was made by me or by my daughter. 
The proofs were that the transaction was made from the same IP that was normally used. 

I use XXXX computers which are in my home, so Wells Fargo trying to say that the t/a was made from XXXX of these computer. 
What I think is that there was probably a way for fraudsters to use my computer remotely. Fraudsters probably infected my computer with a virus and then remotely did all that actions, so it looked like it was made from my computer, thats why Wells Fargo see the same IP address that was normaly used.

Another thing is that I saved my Wells Fargo bank account password in XXXX XXXX browser, I thought it was safe to do that. 
See what XXXX XXXX says about that : " Is it safe to save password in XXXX account? Answer : XXXX never learns your usernames or passwords during this process. When you use XXXX to sign in to a website, XXXX encrypts your username and password with a secret key known only to your device. Then it sends an obscured copy of your data to XXXX. '' So I thought it was safe to keep passwords from my Well Fargo account and XXXX account in XXXX XXXX  XXXX. But looks like it was totally unsafe. 

Thank you for trying to help!

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