Consumer complaint received 2024-02-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
I was the victim of an employment scam Part of the scam was for me to receive " equipment funds '' and " sign on bonus '' for my home office. 
I received the funds and was contacted via XXXX XXXX from two people at this " job ''. They took me through what I believed was an equipment purchase when in fact funds were being sent to crypto currency. 
I contacted Wells Fargo immediately the next day when I realized what had happened. The representative went through everything with me and " started '' my claim. The representative told me it definitely sounds like fraud, informed me that I should contact the 3 credit bureaus to put a hold on my credit as well as maybe even getting my computer " scrubbed '' because with the transactions that occurred a virus, spy ware could have been downloaded to my computer to get more of my information. He immediately closed my checking account and opened a new one. IN doing so the fraudulent deposit and transactions were transferred to the new account number. I was given a reference number and claim number. On the following Monday I called to see if there was any news on the claim and if they needed any information from me. I also asked why the fraudulent transactions were transferred to the new account and was told it had to be done that way if Wells Fargo was to issue any refund/deposit or if they denied the claim. Also was told my claim was still under investigation. Here I a still under the impression I have one claim with Wells Fargo. A couple days later I checked the status of the claim online and it showed that it was denied. I contacted Wells Fargo to see what the issue with the claim was. The representative took a look at the account and apologized, she was showing the claim was denied, but then it was re-activated and forwarded on to the fraud department. Now I was confused because I thought my claim was going to the fraud department to begin with. This representative also l let me know that if I had any supporting documents I could email them with my claim number as the subject and the information would get attached to my claim. I emailed them supporting information when I got off the phone. Not long after I got off the phone with Wells Fargo a " provisional credit '' was put on my new account number for half of the claim amount. I wait 11 days to contact them again. This representative told me that there were in fact 2 claims filed and none of these two claim numbers matched the one I was given when I originally filed my claim. I told the representative I was confused, why was there j2 claims when I only filed one. I was told by the representative that " that's jus how it works ''. The only explanation I received was that it went to 2 different departments. Again, I was confused it was all the same occurrence why would it be split into 2 different departments. Again I received " that's just how it works ma'am ''. This representative told me that one claim was approved and the funds were already deposited to my account and the other claim was denied. I asked what the denial was and he said it was an authorized transaction. Again I'm confused I filed a claim against 5 transactions, that all happened at the same time, with the same company so how could 2 be fraud and 3 be authorized. representative told me he did not know. He told me I could forward supporting documents, etc. etc. I let him know they had already been sent. He asked what day and went to look for the email. He came back and said the email was not received. I asked for the 2 claim numbers he was showing and the reference number he was showing. Wells Fargo has not been giving me accurate or complete information regarding fraudulent activity on my account I have been out of work for 2 years and now have an overdrawn XXXX, new bank account that I have no way of taking care of. I am also without a usable checking account so any help I can get can't go anywhere. In the process of all this, after they closed by bank account my son tried to transfer me money to help with the bills, to my old account ( he didn't know it was closed at the time ) and he is being told that his funds were accepted on the closed account, even though it was closed, had a XXXX balance and a deposit or transfer is not showing on that account or the new one created for my by Wells Fargo and now he is out his money as well, it can not be found. 
I'm very frustrated and confused. I was scammed for a job for goodness sakes and now I can't even trust the bank to give me accurate information, forward said information to the correct departments and no resolution in sight. Now I have to start back at the beginning with the " second '' claim number that I was not made aware of. After being a customer with them for 29 years I am very concerned and disappointed.

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