Consumer complaint received 2025-08-20 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
( XX/XX/XXXX ) XXXX ( XXXX minute call ) : I received a call from XXXX XXXX XXXX XXXX ) XXXX, claiming to be from Wells Fargo Fraud Team , ID XXXX. This call lasted XXXX minutes. He stated there was a flagged transaction from Florida ( {$600.00} ). He asked if I was traveling out of state and if my drivers license was lost/stolen as the Wells Fargo Branch had used this information. He stated there was an internal investigation at the nearest bank branch ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ), which had been authorizing suspicious withdrawals ( $ XXXX that was declined ). He had my last XXXX digits of my checking debit card and full name. He prompted me to go to the Wells Fargo bank branch and withdraw $ XXXX. I was prompted to state it was for home improvement matters, receive the name of the teller who helped me, and keep the impersonator on the line. XXXX : As prompted, I went to the bank. I accidentally ended the call while putting my phone in my purse. XXXX XXXX returned the call ( XXXX seconds ). The call ended accidentally on my behalf. He called back ( XXXX minute ). I entered the bank and requested the withdrawal, while XXXX XXXX remained on the line. The teller, XXXX XXXX, requested approval from the bank XXXX. She requested reasoning and asked for my drivers license. I was asked to sign a check. XXXX XXXX  ( XXXX hr, XXXX min call ) : I received a follow-up call from XXXX XXXX XXXX I stated the tellers name, as requested. I was prompted that I should deposit the {$20000.00} into a new account as the previous has been compromised. He walked me through removing cards from my XXXX XXXX, and adding new cards with provided card numbers, expiration dates, and CVVs all over the phone call. Wells Fargo cards were not able to be added with the reason that the branch manager had compromised my XXXX XXXX ; therefore, he provided a third party ( XXXX ). I was able to add the XXXX card to my XXXX XXXX as he prompted me to download the app. He provided me with usernames and passwords. He prompted me to go to a nearby XXXX ATM to deposit the XXXX. I went to a walk up ATM at XXXX location ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The card did not work. He prompted to me to add a different card , drive to a different XXXX location, and deposit the XXXX with a provided PIN #. I traveled to ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). As prompted, I attempted to deposit the XXXX. I was able to deposit {$19000.00} ( the remaining {$300.00} was unable to be read and remains in my possession ). I was prompted to remove the XXXX card from my XXXX XXXX and transfer {$2000.00} from my Wells Fargo savings to my checking. I was then told to transfer {$4000.00} in XXXX transactions from my Wells Fargo into XXXX XXXX. I was then instructed to add a XXXX XXXX XXXX and download the app. He told me to transfer the total of {$8000.00} from my XXXX XXXX to the added XXXX XXXX card. All added cards were then asked to be removed. I was told my funds would be returned to my new Wells Fargo account being set up as the previous was compromised. I was told he would call me the next day XX/XX/XXXX at XXXX to resume the process. He also provided his supervisor 's name, XXXX XXXX. XXXX ( XXXX seconds ) : I contacted XXXX XXXX XXXX as I did not receive a call. and it was a missed call. 

( XX/XX/XXXX ) XXXX XXXX  ( XXXX minute ) : He returned the call, knew my name, and directed me to go to the initial Wells Fargo branch to withdraw the remaining money from both accounts. I ended the call. I looked up XXXX XXXX name on XXXX. Has a legit account stating he works for Wells Fargo Fraud dept ( Head of Enterprise Internal Fraud ). XXXX ( XXXX minutes ) : I contacted Wells Fargo XXXX XXXX XXXX ) XXXX XXXX. Was on hold, and unable to continue the call at the moment. XXXX ( XXXX hr, XXXX min ). I contacted Wells Fargo Fraud ( XXXX ) XXXX XXXX and spoke to XXXX XXXX I requested confirmation if XXXX XXXX was an employee, as stated. XXXX confirmed XXXX XXXX was an impersonator. We made a claim ( file # XXXX ) for the XXXX {$4000.00} XXXX XXXX transactions ( total {$8.00}, ooo ). He provided reference # : iouteyoy. I was told a claim for the {$20000.00} is unable to be disputed as I initiated the withdrawal. I was referred to make a police report for this amount. A new account was created and a new card was issued. He had a new card sent under lost stolen card. I created a new password and username. XXXX ( XXXX minutes ) : I contacted the Wells Fargo XXXX in XXXX XXXX XXXX XXXX ) XXXX. I spoke to XXXX, and stated the situation. XXXX ( XXXX minute ) : I contacted the Wells Fargo XXXX in XXXX XXXX XXXX XXXX ) XXXX. I provided the name of the teller who assisted me on XX/XX/XXXX, as I forgot to mention on the previous call. 
XXXX ( XXXX minutes ) : I contacted the XXXX XXXX Account with Bank XXXX XXXX ) XXXX. A report was made, but I was told the $ would not be returned. XXXX ( XXXX minute ) : I contacted XXXX XXXX Police Department XXXX XXXX ) XXXX. I then realized I could make an online report. XXXX ( XXXX minutes ) : I realized there were XXXX {$3.00} transactions on my XXXX credit card. I did not make these purchases. I froze my account and I contacted XXXX, XXXX. I was told there were multiple attempted transactions that I did not make. The card was frozen and cancelled. A new card was sent to me. XXXX : I created/submitted an online police report ( Tracking # XXXX ). XXXX : I submitted a Federal Trade Commission ( FTC ) report ( report # XXXX ). XXXX ( XXXX minutes ) : I contacted XXXX XXXX XXXX. I was told the $ would not be returned. I was directed to send an email to XXXX. 
XXXX : I sent the email to XXXX. I stated I do not have a XXXX XXXX account, but was prompted to make transfers to a XXXX XXXX account. I did not receive a response. XXXX ( XXXX minute ) : I contacted XXXX ( XXXX ) XXXX for debit card fraud. I do not have an account number, and was unable to move forward with the call. XXXX ( XXXX minute ) : I contacted a different number of XXXX ( XXXX ) XXXX. I do not have an account number, and was unable to move forward with the call. XXXX ( XXXX minute ) : I contacted a third XXXX contact ( XXXX ) XXXX. Unable to move forward with a call. 
XXXX ( XXXX minutes ) : I contacted a XXXX XXXX contact ( XXXX ) XXXX. I was told they could not move forward with processing, as I did not have the account number associated with the deposit as prompted by the impersonator. 

( XX/XX/XXXX ) I changed passwords/usernames and any linked banking to : XXXX, XXXX, XXXX, subscriptions. 

( XX/XX/XXXX ) XXXX ( XXXX minutes ) : Contacted Wells Fargo XXXX XXXX XXXX ) XXXX. I spoke to XXXX. I provided an update of police/federal reports made, and requested tracking # XXXX to be added to the claim. I stated I was told I can not make a claim for the XXXX on XX/XX/XXXX. The assistant stated I should not have been denied to make the claim. XXXX ( XXXX minutes ) : XXXX XXXX me to a different department to update the claims with the police/federal report # s. XXXX was added. I was directed to contact Wells Fargo XXXX at ( XXXX ) XXXX. XXXX ( XXXX minutes ) : I contacted ( XXXX ) XXXX. I spoke to XXXX. He too said I should not have been denied to make the XXXX claim. We created a claim ( # XXXX ). XXXX ( XXXX minutes ) : continued speaking to Wells Fargo Fraud . Separate call. Directed to contact Wells Fargo Customer Service ( XXXX ) XXXX ( XXXX hotline ). XXXX ( XXXX minutes ) : I contacted ( XXXX ) XXXX. I spoke to XXXX or XXXX about the XXXX claim. We went over further details of the claim. Said it should take up to XXXX business days. After XXXX : I went to the Wells Fargo branch to deposit the {$300.00} cash ( that was unable to be read when depositing on XX/XX/XXXX ). I requested to speak to the branch manager. She was on the phone, and the teller wrote down my contact information to provide to the bank manager to return my call the following morning. 

( XX/XX/XXXX ) XXXX ( XXXX minutes ). I contacted Wells Fargo branch ( XXXX ) XXXX to follow-up with speaking to the manager. Bank manager, XXXX XXXX, answered the call and stated she will return contact as it is scheduled on her calendar after meetings. 
XXXX ( XXXX minutes ). Bank manager, XXXX XXXX, contacted me from ( XXXX ) XXXX. I explained the fraud situation that occurred - from me receiving the call, going into the bank branch, to transfers and making claims. I was provided the managers direct line to follow-up once provided a decision of the claims. Direct line : XXXX. We determined the XXXX business day lands on XX/XX/XXXX. XXXX stated she would follow-up with me on the XXXX, if I had not reached out before then. XXXX ( XXXX minutes ) : I contacted Wells Fargo XXXX XXXX ) XXXX. I was given the XXXX business day timeline. 
I changed passwords/usernames to : XXXX and XXXX. 

( XX/XX/XXXX ) XXXX ( XXXX minutes ) : I contacted ( XXXX ) XXXX to check the status of the police report made on XX/XX/XXXX. I spoke to dispatch XXXX. I was told the online report was not accepted as it was made for SD not XXXX XXXX. I was told a dispatch will make contact and possibly visit my home address to further investigate. XXXX ( XXXX minutes ) : I received a call from XXXX XXXX XXXX ( No Caller ID ). I explained the report that was made and any action I have made up to this point. I was referred to make an ic3.gov report. I was told it is difficult to trace numbers of impersonators, and without any further information of the impersonator, there is nothing they could do further. Deputy provided Event number for reference of call made ( # XXXX ). Between XXXX : I made ic3.gov complaint at : Home Page - Internet Crime Complaint Center ( IC3 ). Submission # : XXXX. XXXX ( XXXX minutes ) : I contacted Wells Fargo ( XXXX ) XXXX and spoke to XXXX XXXX I requested the event number be added to my claims. I requested the status of my claims. I was told they were both open, and being worked on by the specialized team. 

( XX/XX/XXXX ) XXXX : I reviewed letters sent via mail with following dates/details : XX/XX/XXXX - Stating thank you for reporting recent loss/theft of checks on account ending in XXXX ( compromised account ). Sent from Wells Fargo Bank. 
XX/XX/XXXX - Status update of claim for # XXXX ( XXXX claim ). Stating the team has received inquiry, and forwarded to the team to resolve type of research. It stated they may contact me if further information is needed. Sent from Branch and Check Non-Fraud Accounts. 
XX/XX/XXXX - Resolution of claim # XXXX ( XXXX, {$4000.00} transactions ). Based on information available, the team found transactions were authorized and processing errors did not occur. The claim was closed. Provided a number to contact for questions/request copies of documents that the team relied on to make decisions. ( XXXX ) XXXX. Sent from Claims Assistance Center. 
XX/XX/XXXX - Resolution of fraud claim # XXXX. This claim number was never provided to me in previous calls. Letter stated transactions were authorized, and the account was denied/closed. Sent from Claims Assistance Center. 
XXXX ( XXXX hr, XXXX min ) : I contacted ( XXXX ) XXXX and spoke to XXXX XXXX I shared letters provided stating claims were closed. I stated I made contact with Wells Fargo on XX/XX/XXXX. XXXX stated he was unable to find claim ending in # XXXX as stated in the letter on XX/XX/XXXX. XXXX stated there is an extra form that can be submitted to back office for claim ending # XXXX. He asked follow-up questions and submitted a form. He stated they may contact me within 1-2 business days to ask follow-up questions. He stated if I feel uneasy during the call, to ask them to notate any information on the claim and ask for a timeline of getting a result. He stated a separate claims assistance will need to assist to determine if follow-up questions/form can be submitted for claim ending # XXXX. XXXX changed the reason for a new card from lost/stolen to fraud. 
I was transferred/introduced to a new claims assistant, XXXX, for claim ending # XXXX. He confirmed the claim was sent to a different department for investigation and it was denied. I requested if a form can be submitted with claim, as XXXX assisted for claim ending # XXXX. I was told the claim was closed, and unable. I shared my call with the assistant on XX/XX/XXXX, who stated both claims were open. I was told there was nothing further to be done. 
XXXX ( XXXX minutes ). I contacted ( XXXX ) XXXX in hopes to speak with XXXX. I spoke with a different assistant ( name not clear ). I stated I was not asked further questions for the XXXX. I was referred to the contact branch/check representative ( XXXX ) XXXX the following day, as they were closed at the time. I shared that the impersonator has a XXXX account stating they work for Wells Fargo Fraud team. I was referred to have screenshots, and have Branch manager assist with faxing screenshots to the Fraud team. 
XXXX ( XXXX minutes ) : I contacted police dept ( XXXX ) XXXX in hopes to follow up with deputy XXXX and provide the XXXX account of the impersonator. Dispatch stated the Deputy is not working nights, and to contact the next morning. 

( XX/XX/XXXX ) XXXX ( XXXX minutes ) : I contacted the police dept ( XXXX ) XXXX. I requested to speak with XXXX XXXX. Dispatch referred me to contact XXXX XXXX police station and provided contact information. XXXX ( XXXX minutes ) : I contacted XXXX XXXX police station ( XXXX ) XXXX. I requested to speak with XXXX XXXX or have update made to event # of contact. XXXX XXXX stated XXXX XXXX is working nights ( starting XXXX ). I was provided the deputys badge number for reference : XXXX XXXX. XXXX XXXX sent XXXX XXXX an email while on call, requesting XXXX XXXX to return contact with me to discuss additional information. XXXX : I contacted Wells Fargo claims assistance center ( XXXX ) XXXX. I spoke to XXXX. He confirmed XXXX claim ending # XXXX was sent to a specialized team. He said it was closed as it was addressed to check/fraud team XX/XX/XXXX and XX/XX/XXXX. I requested further confirmation/assistance as information from calls/mail sent was not adding up. He requested to be on hold. The call ended while I was on hold. XXXX ( XXXX minutes ) : I called back at ( XXXX ) XXXX. I spoke to XXXX. I requested the documentation from the teams claim decision. It was confirmed the request was made to have documentation sent to the home address. XXXX stated once $ has been handed from the bank to me, it is authorized. She stated I cant fax the XXXX screenshots to Wells Fargo, that it must be provided to law enforcement. She stated it is not something the Wells Fargo team can handle once the bank gave me the XXXX XXXX ( XXXX seconds ) : I contacted branch manager XXXX XXXX XXXX XXXX ) XXXX. I left a voicemail stating I have an update of decision, and requested a call back. I stated I am available to visit the branch in person to further discuss. XXXX ( XXXX minutes ). I received a call from Wells Fargo High Dollar Fraud Assistance Center ( XXXX ) XXXX. I spoke to XXXX. He stated claim for XXXX, {$4000.00} transactions, claim ending # XXXX was denied and can not be disputed as they are limited in what they can dispute and can not be disputed if withdrawal was made in person. He stated this is a trend from withdrawing from bank, to depositing to banks. He recommended that I follow-up with XXXX. I requested documents of the teams decision be sent to my home address.

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