Consumer complaint received 2024-08-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
SCAM AND FRAUD XX/XX/year> I wanted to go to my doctor website XXXX XXXX When I hit enter, a big warning came up that said to contact XXXX support with phone # XXXX. XXXX XXXX took my call, said his XXXX license # was XXXX and his badge was XXXX. He went into my computer and supposedly found tcp # XXXX that belonged to XXXX. Then scan results then said windows security stopped, network hacked, illegal visit on XXXX paid XXXX prescription. He told me my computer had been hacked and probably my phone as well and I needed to call the customer service # on the back of my ATM card to get my accounts on high security. I called Wells Fargo # on back of my ATM card and told them what I needed. This is where I believe things went awry. The person I spoke to said he would transfer me to the high security department which he did. They asked for my phone number and looked up my accounts and said $ XXXX had been withdrawn from my savings account by someone in XXXX. I asked them if they could stop the process and they said no, it had gone beyond their level. The person said their name was XXXX XXXX and phone # was XXXX if we got disconnected I could call this number and get their direct line. He told me he would report it to FTC and told me to stay on the line. Then he came back with a complaint # XXXX which he said was a FTC #. He said there might be a way to get the money back but I needed to follow his instructions closely. He told me to not get off the phone, not speak to anyone, even my husband, don't check any text messages. He then told me to go to Wells Fargo and withdraw {$25000.00} in cash. I went and they only had $ XXXX. He told me to go to another location to get the balance which I did. He then instructed me to go to a XXXX ATM to deposit the money. He explained that FTC has control of those ATMS and once I deposited the money, FTC could put it back into my account. I did this and had to enter phone # and SS # into the machine. he then sent me a XXXX code that was a 'receipt '. I got back into car and he said yes, FTC got the money and put it back into my account but there had been another withdrawal of $ XXXX made and I needed to repeat the process again to help ensure FTC could intercept the money and put back into my account. I did this. Then got a XXXX  code as a receipt. The same thing, yes FTC got the money ; he said that my debit card would be suspended and I would need to go to a specific Wells Fargo bank the next day and ask for a specific person to get my new ATM card. He then told me FTC has record of $ XXXX being withdrawn from my husband 's business account and I needed to do all this again from his bank. My phone was running out of charge so I went home to get a charger. My husband was home and he basically grabbed the phone from my hand and listened to this person and told me and him that it was a scam. So, I am now without {$40000.00}. All this took about XXXX hours, all by just calling the Wells Fargo customer service # then obviously being redirected to a scammer. I have pictures of the XXXX code texts from this guy, the XXXX page that popped up, the receipts from XXXX. I also found out that XXXX had input himself as a XXXX  recipient and XXXX  himself {$970.00}. I really am a smart person, I was asking questions thinking this was a scam but he always had a logical answer about trusting the bank and the FTC process in order to stop these scams. I trusted Wells Fargo would take care of me and that is why I followed their instructions. As I have found out since, Wells Fargo has many complaints as this with people acting as imposters to steal money from the bank 's customers. There should be a way to keep this from happening. I reported all this to the bank and have since received letters telling me that I willingly withdrew the money and they will not pay me back even though the person I reported it to at the Fraud Department told me I should be receiving the money back. I basically have no money. The bank impersonators took it all. I'm begging for help.

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