Consumer complaint received 2026-04-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
Subject : Unauthorized Account Takeover {$13000.00} Wire Transfer and Subsequent XXXX Fraud on Business Account Request for Immediate Reconsideration and Reimbursement On the morning of XX/XX/year>, at approximately XXXXXXXX XXXX, while at my office, I received a suspicious phone call that appeared to be from Wells Fargo. I immediately drove to the local Wells Fargo branch, arriving around XXXXXXXX XXXX. I spoke with a banker and showed her the phone number from the call. She confirmed it was not a legitimate Wells Fargo number. I asked what I should do next. The banker stated she was too busy to assist me at that time and asked me to return at XXXXXXXX XXXX for a scheduled appointment. I made the appointment and immediately called Wells Fargos customer service line at XXXX. I remained on the phone for over XXXX hours. The representative assured me they would stop the suspected fraudulent wire transfer and that I should receive the funds back within a few days. I returned to the branch for the XXXXXXXX XXXX appointment as instructed. At that time, my business account held approximately {$40000.00}. I transferred {$10000.00} to my XXXX XXXX account and specifically requested that the bank place a hold on the account. The branch placed what they described as a Hard Hold on the account. Despite this Hard Hold, on XX/XX/year>, XXXX unauthorized XXXX transactions totaling approximately {$12000.00} were processed out of the account. This occurred on an account that the branch had explicitly placed under a hard hold. I waited XXXX week and personally recovered the full XXXX amounts myself ( approximately {$12000.00} ) by contacting the recipients directly, as I knew all of them. However, the original {$13000.00} wire transfer remains missing. I have now disputed the {$13000.00} wire transfer twice, and both claims have been denied. Wells Fargo has stated that I authorized the wire, which is not true. This was a clear account takeover. A professional forensic examination of my devices confirmed that my home computer was infected with malware around XX/XX/year> shortly after I moved into my new apartment. The XXXX occurred on a computer I had used without issue for XXXX years. I have supporting documentation including : Forensic examination report Police report Branch visit details and call records Account statements showing the hard hold and unauthorized activity This was not an authorized transaction. It was the direct result of an account takeover that Wells Fargo failed to prevent or properly investigate despite my immediate alerts on the day of the incident. I request : XXXX. Immediate reversal and full reimbursement of the {$13000.00} unauthorized wire. XXXX. A complete review of all security procedures and login logs for both the original and new business accounts. XXXX. Written confirmation of the outcome.

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