Consumer complaint received 2024-10-25 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 submitted a complaint regarding my bank ( Wells Fargo ) of ( XXXX ) negligence, ( XXXX ) identity theft/compromised my account and ( XXXX ) online wire transfer fraud. The CFPB Complaint ID is XXXX. 

( XXXX ) I have bank accounts at XXXX, XXXX, XXXX XXXX and XXXX XXXXXXXX XXXX. Each bank had the exact same process when it comes to reporting large > $ XXXX amount or greater ( in most cases > {$100.00} ) online wire transfer. in my case, the online wire transfer amounts were ( XXXX online wire transfers ) between $ XXXX thru $ XXXX increments totaling $ XXXX ( which includes my retirement and life savings ). Each bank told me that the process was to either decline transfer then contact the customer or client to determine if they authorized the online wire transfers. Wells Fargo did not stop the online wire transfer nor did they contact me ( customer or client ) to check if I authorized the online wire transfer. In each of these online wire transfers, Wells Fargo never contacted me especially for the amounts we're talking about ( between $ XXXX thru $ XXXX increments totaling $ XXXX ( which includes my retirement and life savings ). 

( XXXX ) The Fraudsters knew exactly how much money I had in my Checking account. How was this possible? Prior to cleaning my XXXX XXXX XXXX technical support person told me that usually in cases like this what's typically compromised is the third party App ( Wells Fargo App ). XXXX told me that it was very easy to compromise or hack/malware to steal data, damage systems, or gain unauthorized access to information from a third party App ( they hear about this often ). XXXX has their own security but there is no guarantee on the XXXX party App. They said it happens all the time and banks won't admit to it that it's easy to gain unauthorized account access. After telling XXXX about my situation, they told me that Wells Fargo should take responsibility for not updating or improving their App security on a routine basis similar to how XXXX is updates their XXXX Software routinely. Wells Fargo has not publicly stated any XXXX XXXX XXXX 

In my case, both of my Wells Fargo Checking accounts were compromised and the fraudsters were able to obtain or hack my checking account. XXXX told me that a fraudster can easily access my account number, routing number, IP address, and wire transfer money domestically or internationally easily. 

( XXXX ) In a the complaint, Wells Fargo talked about a secondary security measure, which is their XXXX XXXX. I had a XXXX XXXX back in XXXX and XXXX, XXXX when distributing my late father 's assets. That was really the only reason for the XXXX XXXX. Since then, there was no reason to use the XXXX XXXX and I clipped it to my key chain. However, I lost or it was stolen roughly prior to when these large transactions occurred. According to Wells Fargo, the only way to do an online wire transfer was with the XXXX Token, however, I never had possession of the XXXX XXXX since it was lost or stolen. I believe that the fraudster ( XXXX XXXX XXXX took my XXXX XXXX from my key chain and made the transactions. Wells Fargo is trying to blame me for making the XXXX XXXX Transfers and I have repeatedly told them that I did not. They were even accusing me of doing it subconsciously. 

In summary, I strongly believe that Wells Fargo should take responsibility for not doing due diligence from protecting their customers money by not notifying them. We are not talking about {$100.00} or {$1000.00} or {$10000.00}, we're talking about between $ XXXX thru $ XXXX ( XXXX transactions within XXXX weeks ). My attorney asked if I can request all the IP data and the security monitoring data but Wells Fargo declined to provide the data. We're talking about $ XXXX and I can't see the data. After talking to their XXXX XXXX XXXX and sharing this information, she opened up a new investigation but hasn't been responsive or cooperative. Her name is XXXX XXXX XXXX ( XXXX ) XXXX. She is also the person who addressed the prior complaint.

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