Consumer complaint received 2025-08-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
b'The day this unfortunate episode took place,XX/XX/XXXX I was at a XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, receiving my XXXX XXXX XXXX XXXX XXXX XXXX XXXX, in order to help me with XXXX XXXX, a XXXX XXXX XXXX I live with. Every day, I take a XXXX, XXXX  which is XXXX, and has different types of side effects on a daily XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\nOn that day, Friday, while being XXXX  for XXXX XXXX hours, lying down on a XXXX XXXX XXXX, and only being able to use one hand, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received a text message from XXXX XXXX XXXX alerting me of unusual activity with my XXXX XXXX (Case ID XXXX), I responded to the text calling the number listed as XXXX XXXX XXXX XXXX XXXX XXXX and followed XXXX instructions.\n\nThe XXXX  agent from XXXX XXXX XXXX, said my XXXX  had been compromised, and there was a transaction being made in XXXX XXXX CA, due to my passwords being compromised, which needed to be changed.\nI was asked to share screen, and followed several steps to remove and or change passwords.\nWe got disconnected, and the agent called back from the same XXXX XXXX number to continue with the process.\nSince I was tired and not very focused due to my XXXX XXXX I decided to finish the conversation, believing the matter had been taken care off by "XXXX XXXX XXXX".\nOn 2 occasions, I had to get up and go to the bathroom, leaving my XXXX  on a small table next to the recliner.\n\nAfter the XXXX, I went home, not feeling well, and rested.\n\nLater on, I discovered funds had been used through the XXXX XXXX XXXX, (I\'ve never been registered with XXXX XXXX), and I have never sent any money using the XXXX XXXX XXXX.  Immediately, I called XXXX  and Wells Fargo Bank to inform about the fraud.\n\nI called, XXXX XXXX XXXX XXXX XXXX for an explanation of the occurrence, in order to find out more details of their message. The agent, explained to me the text had not been sent by XXXX, and it seemed fraudulent.\nWe spoke for a while, and described the situation, letting him know, I was a victim of fraud and my XXXX  had been compromised.\n\XXXX  responded today, via email, case closed and my request denied.\n\nI filed a fraud claim with Wells Fargo Bank, onXX/XX/XXXX, and was told somebody from the fraud department would contact me.\nI called on numerous occasions, their response was wait 10 business days for a decision to be made.\nThe details of the occurrence, were not fully described due to my circumstances and being under XXXX. I expected a call back or an email, I never heard from Wells Fargo until day 10, which I saw in my WF APP the claim had been closed, with no explanation.\n\nAs of now both institutions have declined my request, and close the claims.\n\nBoth claims are to recover the funds stolen from my phone totalling XXXX

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