Consumer complaint received 2024-06-27 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
This is a follow up to Wells Fargo 's recent response to my original complaint, # XXXX dated XX/XX/XXXX for my claims XXXX ( XXXX - {$3400.00} ) and XXXX ( XXXX XXXX XXXX XXXXXXXX ) Wells Fargo 's reasoning for declining my request to recover my funds is because it was my login and password and because I moved my money per the thief 's request.

Of course it was my login and password because I opened my phone to check my account to see if there was any suspicious activities. This is nothing new because I was told to do the same thing on all the other previous fraud alert communications I have had with Wells Fargo. I have been a member since XXXX and have had so many issues with fraudulent activities with this bank. This would have been either my 4th or 5th time having to cancel my bank card and be issued a new one. All of this takes time to reach out to companies that directly draft from my bank card. 

Wells Fargo 's reasoning for declining my request to recover my funds is because I moved my money from my savings to my checking per the thief 's request. 

They are missing the big picture. These people knew my name, my phone number and what bank I was with and even knew I had money in my savings so I am not all that sure that this was not an inside job. These people were going to get in my account and steal whatever I already had sitting in my checking account and just lucked up on me having money in my savings. Yes I moved it because I was under the impression that this really was Wells Fargo because as stated before, this is not my first fraud issue with this bank. This person had the language down and knew exactly what to say. I panicked and became nervous because that money in my savings was for the closing on my new home and I did not want that stolen and then I would have not been able to get into my new home. When red flags started to go up I called them out on it and hung up. I moved my money but I never moved it out of the bank. I do have sense enough to know that if they would had been telling me to send it somewhere outside of the bank then I would have caught it then. I never called somewhere or received a call from an outside person selling me something or telling me what I need to do and I give them money. That is a scam and Wells Fargo is trying to make it be a scam because scammed money is not insured and this is their way of not refunding me but I was not scammed, I was robbed! 

I sent over proof from XXXX that supports my claims of what I have recently learned about, sims swapping. The activity report from XXXX shows I received the call at XXXX XXXX cst and XXXX received a call from the bank and it was supposed to be me saying I wanted to suspend my phone line. What sense does that make when I have other phone lines on my account and would only suspend my phone line. My cell is my only means of communication. The activity report also shows where I showed up at XXXX at XXXX cst to get back into my phone. The report says restored my services. What sense does that make to suspend my line and then go get it turned back on. This was my proof to show that my phone was taken over and so was my bank account. The person or people made sure to erase any digital prints that would lead back to them. I lost everything in that phone! All of my apps and pictures and text messages that I held near and dear to my XXXX like the last texts between my dad and I before he passed away. XXXX is not getting off easy with this because they allowed someone to call and access my account without my pin # that you are supposed to give every time you talk to them. 

On the XXXX claim, I was told that on XX/XX/XXXX a letter went out to me stating my claim was closed in one department and had escalated over to another one because they were able to see that my money was sent to another Wells Fargo customer but when I questioned this after being told my claims were cancelled, all of sudden this piece of information just went a way. All of a sudden they could not discuss internal investigations. I am a part of that investigation so to me, they are hiding or covering up something they do not want me to know about. 

I do not work in fraud and do not keep up with all the latest trends of it so I don't know much about spoofing, sims swapping and all the other ones out there and I don't think a lot of people pay attention or fully on alert until it happens to them. It is a shame that this stuff is happening as often as it does and not enough is being done to protect consumers. I provided everything I could to prove to Wells Fargo that I did not intend and knowingly give my money away and if I did, why would I keep sending money to the same person like that? I did not ever say I made a mistake who I XXXX. I already know this would be on me and would just have to let it go because XXXX does show over and over to make sure this is a legit transaction and the right person. I would not send different amounts like that either. As for the $ XXXX, I have never used apple pay to my knowledge nor do I have an apple card. So because I did not authorize any of these charges and I acted immediately should show something was not right. The banker and the manager both saw my phone and could tell you that I could not access it.

This has been very stressful and consuming. I have been on a rollercoaster of emotions about this. I have been depressed and full of anxiety as well as physically ill at times. I have had to lose days and time for work trying to get my money back. I have fallen behind on my bills due to my funds being low. I am having to change all of my banking information AGAIN with all of the companies that drafts my account every month either by bank card or my bank account and all of this takes time. I can not just let this go. This was my money!

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