Consumer complaint received 2025-11-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
The personnel impersonating Wells Fargo Fraud department called me at least three times XX/XX/XXXXXXXX XXXX XXXX. I couldn't answer because I was working. They called again the next day, in which I responded. With a great deal of urgency. 

This is the number : XXXX They said that I had an open account in XXXX with XXXX, XXXX connected to an XXXX The person with my information was also shopping at XXXX. 

They mentioned that they noticed that were fraudulent activities on my Wells Fargo account. I mentioned that I hardly use my XXXX account. Therefore, it's impossible for anyone to gain access to my account. 
They specifically mentioned my XXXX account. A guy names XXXX XXXX was using XXXX to XXXX expenses via my XXXX account. Therefore, they needed to fix the issue. They specifically said XXXX. 

The Wells Fargo " Supervisor " went through the entire process of providing verification codes, the same number used my Wells Fargo ( XXXX and XXXX ) Evenmoreso, I couldn't log into my Wells Fargo account during that process. They sent me a link to renew my password, which didn't work while i was on the phone with them. However, they were able to change the withdrawal amount without my knowledge. I received the email after the conversation was cutoff. 

They also knew that I had a XXXX online account. Which is no longer in use. 

I was not instructed to download any software. Just the series of letters and numbers : XXXX to connect to my XXXX account. 

I called Wells Fargo again because I noticed the phone call went silent after XXXX minutes and called back to make sure that the problems were resolved. When I spoke to the real Wells Fargo, I was informed that there was no record of any conversation and immediately started a claims on my account. The transaction still says pending, however the money are no available on my account. I also notified XXXX and froze my account. 

XXXXXXXX XXXX After I made one of many phone call to Wells Fargo Claims, at XXXX XXXX this number, XXXX called me three times, and then this number XXXX called me two times. This calls were back to back. When I picked up the line the person started impersonating Wells Fargo investigation unit and he, " XXXX XXXX '' was aware that filed a claims with Wells Fargo and asked if I had access to my account. They mentioned about the same account in XXXX. I mentioned about the number they called and he said that it was Wells Fargo and the number used is part of the fraud department. 

I quickly got off the phone called Wells Fargo claims only to meet with another impersonating supporting those claims that those numbers belonged to Wells Fargo. The call dropped. 

I called Wells Fargo Claims again and spoke to a supervisor since their was mention about fraudulent calls. 

At this moment XXXX mentioned t they would help in this investigation should they be subpoenaed. They notified my local police station and the FBI. 

I strongly believe this happening within Wells Fargo.

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