Consumer complaint received 2025-04-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I sent a letter to Wells Fargo XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX It has an explanation of what happened and dates. I tried to upload it but it didn't work. 
I am writing because of what happened to me XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I got a phone call that I needed to go clear something up at the Federal Bureau of Investigation or I would be arrested. I got my XXXX XXXXXXXX XXXX XXXX XXXX XXXX  that I had to go to clear this up and I cant hang up the phone until it is done. She let me go and I was on the phone at the time. The place I work at didnt even realize I was being scammed. Once I got in the car everything changed. They knew information about me and they told me I was in trouble with the federal law and I had to pay a fine. They yelled at me and made it hard for me to understand what they were saying. They also told me I could not contact anyone until this was done. I went to the bank on XXXX XXXX XXXX XXXX XXXX XXXX  and took out XXXX in cash, big bills like they told me to. 
I have been banking with this corporation since they were XXXX. I set up a savings account for all my kids. For 20 years I put {$50.00} in their accounts each month. I never touch that money and I NEVER withdraw it in cash. I didnt do the fun things I should have because I was saving for their future. 
On XXXX XXXX I take out that much money and then I put it in a XXXX XXXX machine to convert to crypto at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. I have never used the machine in my life, I did not know what I was doing all I knew is I was scared. After I did it, they said there were two fines and I needed to give another XXXX. They sent me this bank address XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX to go to. I withdrew more money and I was obviously distressed. If someone could have just talked to me and tell me I was being scammed. If the teller could have sensed there was something wrong. I take it back to the XXXX XXXX XXXX  and send it. Then they tell me I have a tax to pay XXXX. I go back to the bank and at this point I am sobbing and visibly distressed as I withdraw the money. They give me the money and I go. The people on the phone told me to keep my receipts because I would be refunded. It was a scam and they got XXXX. 
All these years, I have been saving for my kids and it is now gone. I am a XXXX and I dont make a lot, I saved for their future which someone took and the bank made is REALLY easy to take. On your website you state : Unauthorized Account Activity Under federal law, Regulation E ( Electronic Fund Transfer Act ) provides certain protections to consumer customers when there is unauthorized account activity. Regulation E covers transfers of funds through electronic methods such as, the use of a debit or credit card, ATM withdrawals, and direct deposit activity through a checking, savings, or other consumer asset account at a financial institution used primarily for personal, family, or household purposes. 
Are tellers trained to notice when something is VERY wrong? How can a person bank with you that many years, who NEVER withdraws money, and you know that this happens because it is written on your website, but did nothing? I feel like Wells Fargo has a responsibility to me. I should have known better, but if it is on your website, you know this happens, why would you help these scammers take my hard earned money? 
I went back to the bank on XXXX to report it after it happened. I was in tears, one of the bankers let me into her office and the scammers called back. She heard the scammers on the phone threating me. 
The next day I called customer service to tell them there needs to be some policy to protect customers and she told me she will tell her manager. She didnt care one bit that I lost everything. Wells Fargo knows what happened to me and no one has reached out. According to the policy on your website I am provided certain protections. Right now, I need to know my protections and you need to also take responsibility for not helping me or protecting my finances. 
The letter above was my complaint the Wells Fargo, I believe the were negligence for not being aware and further investigate my actions further. I was stressed, shaking, crying and on the phone the entire time as the scammers were listening. 

When the claim was denied I didn't know what to do, I decided to research more of what I can do and I realized Wells Fargo was negligent. I had all the signs of someone robbing me and they did nothing. I will also include copies of emails. 

Last year XX/XX/XXXX I was scammed out of XXXX and Wells Fargo allowed it to happen. 
For 20 years I never withdrew that amount of money and I got one question, what is it for and the scammer told me to say property, he made me stay on the phone, he said if I hung it up he would come after me. How is me obviously holding my phone with someone on the line and withdrawing money not a RED FLAG? Me saying property was good enough for them and handed it over. If they asked me more questions they would have known I was being scammed. 

I wrote a complaint to Wells Fargo, XXXX called from Wells Fargo, XX/XX/XXXX he asked me questions about how two account were involved and told me to make a claim on both accounts. I made the claim, but no one recognized the name or ID number he gave me. I was scared the whole time it was another scam. I had to believe him, even though I just believed someone else who took my children 's savings. The next month he called back and said they were still investigating. In XX/XX/XXXX, I received an email that my claim was denied. 

How is it none of their tellers trained to recognize this. I withdrew cash in large bills which I have NEVER have done before, yet they can not take any responsibility. Wells Fargo is not a XXXX XXXX bank, tellers should have been aware. They let me lose XXXX in just hours that should have been prevented. 

I saved and trusted a bank to protect my finances. I have a son in college and I had saved enough where I wouldn't have to worry. I always transfer money electronically, this was very out of character for me. I believe they have a responsibility they failed me. I have been a customer too long for someone NOT TO NOTICE. I believe Wells Fargo. I lost a lot of money and they did nothing to prevent it, they handed it right over. After researching I learned that Wells Fargo was negligent. 

Are bank tellers trained and expected to be aware of a scam? Yes, bank tellers are trained and expected to be aware of potential scams and to assist in preventing fraud, especially when interacting with customers at the window. They should be able to recognize red flags and unusual transactions, and are often encouraged to ask clarifying questions to protect customers from fraud. They should be aware of : protecting customers : tellers are the first line of defense against fraud, and their awareness can prevent customers from becoming victims. Recognizing unusual activity : tellers of XXXX have a good understanding of their customers typical transactions and can spot unusual patterns or requests. Following procedures : banks have strict procedures in place to help tellers identify and prevent fraud, including verifying identities and checking for red flags. 
After the second phone call from XXXX I received this email. 
" Thank you for contacting us. We hoped to respond by XX/XX/XXXX. However, we need more time to complete our research. 

Whats next Well follow up with you by XX/XX/XXXX. If we need more time, well let you know. 

Were here to help We appreciate the time and effort you took to contact us. If you have questions, you may reach us at XXXX, Monday through Friday from XXXX XXXX XXXX XXXX XXXX XXXX XXXX We accept telecommunications relay service calls. 

If there is an attachment to this email and you can not read it, please contact us. 

Sincerely, XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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