Consumer complaint received 2025-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On the morning of XX/XX/XXXX at about XXXX, I received several notices from Wells Fargo regarding online banking activity. Adding XXXX recipients, changing online password, debit card added to XXXX XXXX, wire transfer initiated and cash advance request from a Wells Fargo credit card. 

I visited the local branch and informed the banker, XXXX XXXX about these activities. He called the online fraud dept to dispute the {$1500.00} wire transfer and the other fraudulent activity. XXXX initiated a lost or stolen account transfer. XXXX showed me that the funds were still in my account and my balance had not changed and that my new account would now have extra security. He set me up with new account numbers, online username, and the funds were transferred to the new account. This visit took roughly XXXX hour. 

I checked in on my accounts at other banks and discovered that the scammers had gained access to my mobile number through sim swapping. My number was used for two factor authentication and allowed them to access the online mobile app, initiate a wire transfer, order debit cards, and add my account to XXXX XXXX. 

On XX/XX/XXXX I returned to the Wells Fargo branch to inform XXXX of how the scammers were able to access my account. I requested to update my email address and to add a different phone number at that time. He noticed there was still fraudulent activity on the new account but assured me that we had a fraud alert on the account and my funds were safe. He did not update the fraud department with this new information. This visit was only about XXXX minutes and I did not see my account balance at that time. 

XX/XX/XXXX I visited the branch again to check on my account. At this time, XXXX XXXX helped me. He informed me that the wire transfer for {$1500.00} had posted on XX/XX/XXXX. There were debit charges also for {$290.00}, {$60.00}, as well as a cash advance attempt from my credit card for {$1400.00}. These debit and credit charges have since been reversed. XXXX contacted the fraud dept again to file a claim for the wire transfer and was informed that the claim was already in progress, but also there was no guarantee that the funds would be returned. It would take several days for the claim department to contact me about the results of the claim. It was also at this time that I was informed that XXXX no longer worked for Wells Fargo and had put in his notice last week. 


On XX/XX/XXXX, I received notice that my claim was denied. 

After completing our investigation, our Claims Assistance Center determined that the transaction complied with the governing Security Procedure as defined in your account documentation. Under our Online Wire Terms and Conditions, Online Access Agreement and Deposit Account Agreement, you are responsible for online wires that comply with the governing Security Procedure, even if you did not initiate them. 

I requested the Wells Fargo branch manager to escalate the claim. 



XX/XX/XXXX I was informed that the escalated fraud claim for the wire transfer was denied. I contacted Wells Fargo and my case was sent to enterprise complaints to investigate and to include the details that my phone was compromised at the time of the wire transfer and other fraudulent activity. 

As of XX/XX/XXXX, XXXX Complaints has closed my case on the findings that there was no evidence of fraudulent activity and they could not recover the {$1500.00} wire transfer. 

Upon receiving your inquiry on XX/XX/XXXX, expressing dissatisfaction regarding your claim, we conducted another investigation. The additional information provided does not change the decision. Our research shows that the One Time Passcode went to your contact number on file and were redeemed. One Time Passcode is a method used to authenticate our customers. With that, we considered the transaction as authorized as the Security Procedure were followed.

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