Consumer complaint received 2025-07-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: ID

Complaint narrative:
On Friday XX/XX/XXXX, I received a text message that advised Wells Fargo detected fraud on my account and it asked that I reply yes or no if I recognize the transaction. I said no, and then I received a call from whom they said was Wells Fargo. 

The call basically went like this : they ask me for my legal name, and dob and address to verify my identity, and then they said they would help me file a claim for that transaction that was fraudulent but that they needed to go over my most recent transactions to see which were legitimate and which ones were not. So, they listed my transactions and all of them were legitimate with the exception of the charge I initially received the text message about, and then they proceeded to say that since that was the only charge they can proceed to file the claim but that they needed to cancel my cards and send me new ones, but in order to do so, they would send me a code. As I was on the line, I received another text message about a charge on my credit card and I told Wells Fargo that was not me and I did not authorize those charges on my credit card. they told me someone had hacked into my account and that I needed to put the money back into my account, and that because they had already cancelled my debit card, that they would issue me a temporary card so that I can put those funds back. So I put the money back into what I thought was my temporary card. 

I called back because at the time of the call, my hands were tied up and I realized I was never given a claim number, so I called Wells Fargo and realized after a few minutes that who I had just spoken to was not Wells Fargo. Those fraudsters/scammers, had transferred money from my credit cards to my checking account as cash advance transfers in excess of $ XXXX and then somehow got me to send it to them ( {$9800.00} ) via XXXX XXXX. When I was speaking to the real Wells Fargo, I let them know that those cash advance transfers were not my transactions, nor was the transfer from my savings to my checking account, nor did I authorize the {$9800.00} from XXXX XXXX. additionally, I saw those funds were pending and I asked that they be stopped immediately and a claim needs to be filed on all of those transactions. 

Wells Fargo denied my claims because they said the money went into my checking account and also because some of the money from the cash advance transfers were still sitting in my checking account. HOWEVER, I did not do nor did I authorize those transactions and I was instructed by Wells Fargo to leave the funds there because they handle all of the transfers not like the fraudsters who ask you to do the transfers. So, Im being penalized for what I was instructed to by the real Wells Fargo? 

Additionally, as I did my own research, it's appalling how someone would have access to my accounts without my knowledge or without my authorization. at the time of the call from the fake Wells Fargo, they had listed my recent transactions all while only verifying my identity with my legal name, dob, and address. I never once gave them my social security number. They only send me codes after supposedly to replace the cards... Of course if someone receives a call like this and they know you recent transactions and they know information only you know like my credit card being replaced a few months ago and not being activated, then it further enhances their credibility. Also, when you try to reset your username and password with Wells Fargo, you need either your social security number, account number, or username... none which were provided to the fraudsters. In fact, my account number only one or twXXXX companies have it for either direct deposit and bill pay, so not a lot of people have access to those numbers, and my username on the app is encrypted so even I don't know it, and again I was never asked for my social security number, so how can someone lock me out of my account without Wells Fargo notifying me or without my consent. 

I filed a police report which was also provided to Wells Fargo. I filed the claims with Wells Fargo for all of the transactions and they keep denying my claims and I asked for an appeal and they denied the claims again. They take no responsibility and avoid trying to help me by calling this part of a scam, but this was all fraud! when someone has your social security number, your username or account number, and has access to your accounts and they move money around and they send you money so that you " have to put it back '' it puts ANYONE in a vulnerable position. Also, when speaking to the real Wells Fargo, not only are they not helpful but then they treat you like a criminal and when they do their investigations they call with you questions and pose it in such a way that you know the claims are going to be immediately denied. " why did you give them the code, did you send them the money, why? '' HAD THESE PEOPLE NOT HAD ACCESS TO MY ACCOUNTS I WOULD HAVE NEVER FALLEN VICTIM OF THIS FRAUD AND SCAM! BUT NOW I HAVE TO TAKE ALL OF THE RESPONSIBILITY AND PAY THE {$9800.00} BACK TO MY CREDIT CARDS? 

- yes I take responsibility that yes I did give them the code ( but only after I thought I was taking to the Wells Fargo, because they listed my transactions, and knew about my credit card being replaced and so on ). yes, I did send money ( but also, I authorized the money to be sent to MY card not whoever I was talking to ) but again ... how does Wells Fargo allow these people access to my accounts without my knowledge?

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