Consumer complaint received 2026-02-05 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: PA

Complaint narrative:
On XX/XX/year> I received the attached text message from Wells Fargo. Shortly after I received a phone call confirming the fraudulent activity and notifying me that some had been into several local branches with a fake ID and tried to withdraw my money. It was suspected that based on the way the transaction were attempted that someone inside Wells Fargo was involved. The rep told me that in order to prevent the money being taken as well as help catch the culprit, they were going to set up a parallel account AT WELLS FARGO that would link to my account. We would move the money into the parallel account and then close the initial accounts. I was instructed to move all the money into XXXX account, including the available cash on the Wells Fargo credit card withdraw it from XXXX branch and take it to an ATM at another Wells Fargo branch and redeposit it. I went into a local branch and took out {$16000.00} which included {$4500.00} cash advance on the credit card and then drove to my own WELLS FARGO branch in my hometown. The rep set up an electronic debit card in my phone and I deposited the cash through the ATM in XXXX x {$3000.00} increments and XXXX x the balance around {$1500.00} ( a couple of bills got stuck and I dont remember the last complete amount ). The rep stayed on the phone with me the entire time in total close to XXXX hours. They also scheduled a call back the next day to make sure everything with the parallel account went smooth as it was now after banking hours. The next morning the call never came, and I realized immediately what had happened. 
Part XXXX The mistreatment, mishandling, and disgusting fees from Wells Fargo That same morning, I contact the WF fraud department right away and was told it would about XXXX weeks to investigate. The fraud rep told me they would keep in touch and keep me updated with phone calls. After the XXXX weeks passed with no follow up, I called and could not reach the person assigned to my case. I spoke with another person who took all the details again. She asked me specifically for the phone number of the person who said they were the WF rep who contacted me and I provided it. I was told it would take a few more week at which point I got very upset as we are talking XXXX months before XXXX and a lot of money including all our savings. She told me she would give me weekly updates. Again - no one ever got back to me. I got a letter in the mail saying the case was closed. I called again and was told that I had never provided the phone number so the case would now have to be re-opened. I argued that I had provided the number and that this was getting a bit ridiculous. They say all the calls are recorded?? They could have pulled the tape. 
In the meantime, I made a trip to my branch office. The people there sympathized with me and said they are seeing more and more of this, but there was nothing they could do as a case had already been opened. I told them I deposited the money right there at their ATM. They had my money when I made the initial phone call. Again, I wait.I ended up calling to follow up and lost my patience with the rep and asked to be escalated to a higher level. This time I was put in touch with a rep named XXXX. He assured me he would take care of the case and would keep me updated and in the loop with the investigations. It never happened. I started emailing the fraud department on a regular basis. I contacted the board of directors just trying to get someones attention. I got automated responses every time. XXXX acknowledged the situation. Then I got a notice saying it was going to take another XXXX months to investigate. I called XXXX and said PLEASE let me know what it going on. PLEASE make sure this is documented properly because it is very complicated. I told him specifically when and how the deposit was made. I told him the time and the place. They had the phone number of the caller. They had all the information. 
The last phone call I had was with XXXX. He is XXXX boss. He told me there was nothing he could do until the investigations were completed. So here we are I received a letter on XX/XX/XXXX stating that the cases were closed AGAIN. Since this time, my debit card has been hacked for the XXXX time this year. And I received a call from the exact customer service number that is on the back of my debit card and IT WAS NOT WF. 
Also in the meantime, WF has charged me interest on the cash advance. Fees on the cash advance. Initially I was told that everything would be frozen until the investigation was completed. That never happened. I was able to borrow money to put back to cover most of the cash advance, but still the interest comes due. If I dont pay it I risk screwing up my credit, my car insurance going up, etc. etc. Wells Fargo has done absolutely nothing to help with the situation. Obviously the transfer or deposited was not flagged. They have NEVER reached out to me. Their fraud controls failed if they have any. Based on their previously history of funding bogus account, you would think this would be a high priority. XXXX months with not XXXX phone call to discuss with me. Not even an investigation into the initial text message. 
I hope for your serious attention to this matter. There is supposed to be a know your customer policy in place. They obviously do not know and do not care that there is a fraudulent account ( XXXX ) at their institution. They seem to have no interest in tracking down the account holder who took my money. This is all very suspicious. WF is supposed to have stronger controls than average. 
I appreciate your time and hope that you can get me some resolution as this has been and continues to be a very painful experience for my family, not to mention the absolute lack of professionalism and justice from WF. 
Very Respectfully,

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