Consumer complaint received 2026-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
Date : XX/XX/year> To Whom It May Concern, I am requesting a federal investigation into Wells Fargo for mishandled fraud claims, failure to protect a compromised account, failure to intervene during an obvious scam, branch negligence, privacy violations, and repeated Regulation E violations. My total loss was {$18000.00}, plus additional credit card fraud that Wells Fargo refused to reverse. The banks actions and inaction caused severe financial and emotional harm that continues today. Below is a clear and accurate account of what occurred. Account Compromise and Initial Fraud Before any phone calls, my Wells Fargo online banking, checking account, credit cards, and my childs savings account were accessed without my authorization. I was locked out of my account while unauthorized transfers were being made internally. I then received calls from spoofed Wells Fargo numbers. The callers used real Wells Fargo phone numbers, scripts, and terminology. They claimed to be Wells Fargo Fraud and told me my local branch was under investigation. They walked me through a password reset and told me to secure my money before the fraudsters do. My Attempt to Protect My Funds I moved my money into my childs savings account on my own, believing it would be safer while waiting for the replacement card I had requested the day before. The scammers did not tell me to do this I was trying to protect my funds. By the next morning, the scammers had moved the money back into my checking account without my authorization, along with a {$3400.00} credit card advance that I did not make. I reported this as fraud immediately. Wells Fargo denied the claim. Large Cash Withdrawal and ATM Deposits Still locked out of my account, I attempted to close it. The real bank told me I had to come in person. Meanwhile, the scammers continued calling and directing me. I was instructed by the scammers to withdraw {$18000.00} in cash. I withdrew nearly my entire account balance in {$50.00} bills. The teller and branch manager did not question the unusual withdrawal, despite : my account being compromised the day before my request for a new card my visible distress the size of the withdrawal the time it took to count the cash No one intervened or escalated. I was then told to deposit the cash into the ATM at the same branch. I deposited {$10000.00} first. I asked for a receipt. The scammers sent me a fake Wells Fargo ATM receipt that looked real. I then deposited the remaining {$8500.00}. Total loss : {$18000.00}. A fraudulent card was also added to my XXXX XXXX, which allowed the scammers to control the funds. I withdrew {$1000.00} using the XXXX XXXX card because I panicked, and they reassured me it was my new account. Branch Response and Police Involvement After I sent the last money, the scammers hung up on me. I ran into the branch within minutes. The manager, XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX ) refused to help and said : We dont own that ATM. Theres nothing we can do. She gave me a number to call and told me to sit in a room alone while crying. The police were called, but I was excluded from my own case. The officer walked past me and went into the managers office. The manager and a young teller accessed my account on the screen without my consent and discussed my information with the officer. I had not been able to access my own account due to the lockout. The officer later told me : If you got any money back, youre lucky. He dismissed the case. Attempts to Resolve the Issue in XXXX I then drove to XXXX XXXX XXXX, where I am from, hoping for help. I went to the Wells Fargo branch on XXXX XXXX more than ten times. I filed : a complaint about the XXXX branch manager multiple fraud claims requests for investigation All were denied. I brought all evidence : emails, call logs, screenshots, receipts. They did not want to review it. XXXX branch staff involved : XXXX XXXX, Branch Manager, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, Senior Premier Banker, XXXX XXXX Executive Office Denials and Partial Reimbursement I submitted evidence to the Executive Office multiple times. I was denied four times. They denied branch misconduct, denied fraud, and denied responsibility. Weeks later, I resubmitted the exact same evidence I had tried to give XXXX at the XXXX branch on the day of the incident evidence she refused to review. Suddenly, a partial reimbursement check appeared for $ XXXX. There was : no explanation no findings no breakdown no letter Days later, the Executive Office called and said they were sending a check. When I asked about the remaining money, they said : Sorry, thats all we can do. They refused to explain how they recovered the funds or what happened. When I asked them to call the police detective, they said : If he wants to call, he can. Wells Fargo refused to reverse the fraudulent credit card advances. I am now responsible for : the fraudulent charges the late fees the interest the collections the credit damage My credit collapsed after years of perfect payment history. Since this incident : I have been afraid to answer calls I avoid emails and texts I shut down emotionally I fell behind on every bill I nearly became homeless I lost trust in institutions I have been unable to recover financially This was not a small mistake. This was a catastrophic failure of protection, investigation, and duty of care.

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