Consumer complaint received 2026-01-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: DC

Complaint narrative:
To Whom It may concern, I am submitting this formal complaint and victim impact statement regarding an elaborate impersonation and authorized push payment fraud that resulted in the loss of {$9800.00} from my Wells Fargo account in XX/XX/year>. 

On XX/XX/year>, at approximately XXXX XXXX, I received a call from the phone number XXXX. The caller identified himself as XXXX XXXX, claiming to be a representative from the Wells Fargo Claims Department. He stated that he was contacting me regarding a large, out-of-pattern transaction on my account and described it as a nearly {$5000.00} purchase.

The caller possessed extensive personal and account information, including my full name, address, and the last four digits of my debit card. While on the phone, I accessed my Wells Fargo mobile app and observed a pending transaction for {$4900.00}. I confirmed to the caller that I did not authorize this transaction and had not recently visited XXXX, where he stated the charge originated. 

The caller instructed me that the only way to stop what he described as a recurring fraudulent withdrawal was to move funds into what he repeatedly referred to as safe or protected accounts. Believing I was speaking with a legitimate Wells Fargo fraud representative, I followed his instructions. 

Over the course of XXXX XXXX XXXX I was directed to attempt multiple transfers through XXXX XXXX and XXXX XXXX to third-party accounts provided by the caller. These attempts were unsuccessful, yet the funds became inaccessible and my third-party accounts were locked. 

On XX/XX/year>, the same individual contacted me again and stated that the only remaining option to protect my funds was to send a wire transfer to a Wells Fargo Fraud Department Supervisor. I expressed concern about his identity, but he reassured me and again recited my personal information. Under extreme XXXX  and believing my remaining funds were at immediate risk, I sent a wire transfer in the amount of {$9800.00}. I wrote FRAUD in all capital letters in the memo field.

Immediately afterward, I received a legitimate incoming call from the actual Wells Fargo Fraud Department. When I informed the representative that I was already speaking with XXXX XXXX, she stated that no such individual worked in their department. At that moment, it became clear that I had been the victim of a sophisticated impersonation scam.

With the assistance of Wells Fargos legitimate fraud team, my compromised account was closed, and a new account and debit card were issued. I filed a police report with the XXXX XXXX XXXX XXXXXXXX XXXX XXXX and submitted an IC3 report on XX/XX/year>. 

To date, I have received no substantive follow-up from Wells Fargo Fraud Investigations , the FBI, or XXXX despite repeated attempts. I have contacted Wells Fargo between seven and ten times, speaking with multiple managers and claims specialists, and have retained names, reference numbers, and recorded evidence of these interactions.

This crime has had devastating consequences. I lost the majority of my life savings, fell behind on rent, and experienced severe emotional and psychological distress. My ability to function day-to-day has been significantly impacted.

I have since identified numerous similar cases nationwide in which Wells Fargo customers were defrauded through impersonation scams and were later reimbursed after initial claim denials. These cases demonstrate that reimbursement in circumstances such as mine is not unprecedented.

I respectfully request : 1. A full reinvestigation of my claim under authorized push payment fraud standards 2. Reimbursement of the {$9800.00} lost 3. A written explanation of Wells Fargos fraud prevention failures in my case I am prepared to provide call recordings, documentation, police reports, and all supporting evidence upon request.

Thank You

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