Consumer complaint received 2026-06-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I am submitting this complaint regarding Wells Fargo 's handling of a fraud claim involving a XXXX transaction that resulted from a scammer impersonating a XXXX employee. On XX/XX/year>, I filed a fraud claim ( # XXXX ) with Wells Fargo after I was deceived by an individual who falsely represented themselves as being affiliated with XXXX. I was told by the Wells Fargo representative that it maXXXX take up to XXXX business days for them to investigate the claim and determine if reimbursement is warranted. On XX/XX/year>, I contacted Wells Fargo regarding my claim and specifically asked how I could provide supporting documentation demonstrating that the scammer was impersonating a XXXX employee ( I possess documentation and communications that support my contention that the scammer was impersonating a legitimate XXXX representative ). A Wells Fargo representative provided me with an email address ( XXXX ) and instructed me to submit the documentation there. Believing this evidence would be relevant to the investigation, I promptly sent the materials and requested confirmation that they had been received. When I did not receive confirmation, I sent a follow up email to Wells Fargo again on XX/XX/year> asking for response. This week, I received a denial letter dated XX/XX/XXXX, XXXX XXXX day after the claim was filed and the same day I was instructed where to send supporting evidence. On XX/XX/XXXX, after receiving the letter informing me the claim was closed, I called Wells Fargo and asked if my email and supporting documentation had been received and reviewed. The representative said she was not able to confirm it had been received or reviewed - nor could she say how often that email is monitored. My concern is that Wells Fargo denied the claim before it could reasonably have considered the evidence I submitted and, more importantly, that more than a week later Wells Fargo still can not tell me whether the evidence was even received. Specifically : Claim filed : XX/XX/year> Wells Fargo representative provided an email address for submission of supporting evidence related to the claim : XX/XX/year> Supporting documentation submitted : XX/XX/year> Denial letter dated : XX/XX/year> Followed up regarding receipt of documentation : XX/XX/year> As of XX/XX/year>, Wells Fargo still can not confirm whether the documentation was received, attached to the claim file, or reviewed during the investigation I am requesting that Wells Fargo : Reopen and reconsider my claim. Confirm whether the supporting documentation I submitted on XX/XX/year> was received. Confirm whether that documentation was reviewed before the denial decision was made. Conduct a complete review of all available evidence related to the claim. Provide a written explanation of the investigation that resulted in the denial decision. Explain how the claim was investigated and denied within approximately XXXX day of being filed while supporting evidence was simultaneously being submitted through the channel provided by Wells Fargo. I am requesting review of Wells Fargo 's claim-handling process and whether a fair and complete investigation was conducted before the claim was denied.

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