Consumer complaint received 2024-04-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
XX/XX/year> I was woken up by an incoming text message from Wells Fargo bank, asking if I had just attempted a {$3500.00} XXXX transfer. I replied NO. I then receive the second text message from Wells Fargo stating that a representative would be contacting me shortly. The man called a couple of minutes later and stated he was a representative of the bank and that he was going to assist me in getting my money back. After a XXXX hour long phone call the call was disconnected and then I called the same phone number back that had called me and spoke to another representative who said that they had no notes or record of a representative calling me or that any text messages were sent out. I then spent several more hours filing multiple fraud claims. They had taken out {$7900.00} from both my checking and savings accounts. This apparently was done through numerous transactions in XXXX XXXX, XXXX, XXXX XXXX and internal transfers. The representative told me that someone had gained access to my online banking credentials. I live with my XXXX children and I am in a higher position at an XXXX XXXX I sat there looking at my debit card being told that everything was shut down and I now have no access to ANY money for the next XXXX business days while they work their investigation. Today is day XXXX without any money and no one has even called me to ask me questions. I then call in to check the status of my claims as the previous rep had suggested that I do, telling me that they would be able to provide me with a provisional credit while I wait. I called today to be told that my claims were denied and then they hung up on me. I drove to my local branch only to be told that they could do no more than I already had which was filing a claim. I am sickened, I have been XXXX, severe XXXX and XXXX. I am a single mother and that was literally my entire lifes savings. On top of this I recently found out that my XXXX has returned. I have no family and no help. Ive been banking with WF for over 10 years now and this is the XXXX time Ive had fraudsters hack my account ( only checking previously ), this one is by far the worst. Can they truly just steal $ XXXX from someone and thats it? I am devastated and dont feel as though I can believe or trust anyone anymore and I am traumatized by this entire event. I feel helpless and duped. This was an institution that I trusted to place my entire life savings so that it would be safe. I have been saving up for a down payment on my first home. Thats not going to ever happen now. I am sick. 
This affected XXXX, XXXX XXXX and XXXX XXXX of which I can not use any services any more as I have been permanently restricted due to no fault of my own. I lost my entire life savings and Wells Fargo won't do anything to help. XXXX XXXX XXXX the parent company of XXXX who states on their website that they will reimburse victims of the imposter scam which is what I experienced ; but they will not do anything either. They are lying to the public and have no concern for the victims that lost everything. 
They need to be true to their word and reimburse ALL of my monies.

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