Consumer complaint received 2026-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
Criminals first attacked me using XXXX ( a spoofed VoIP web terminal ), verbally declaring themselves as Wells Fargo security personnel to manufacture an account emergency. The first calls were received on XXXX late at night and a voicemail was left with a person stating they were XXXX with Wells Fargo Fraud Department regarding my checking account and to call her back. A return call was made the next morning of XXXX and I spoke with someone who again said their name was XXXX with Wells Fargo Fraud and she said that a supervisor reviewing the fraud would be trying to contact me and connecting remotely to protect my account. Then multiple requests to connect via XXXX XXXX came in using the email XXXX & XXXX. The XXXX request was accepted believing they were just trying to connect remote like previously stated by XXXX. I also did not know what XXXX XXXX was at that moment of accepting the request so it did not alarm me... it went unnoticed. Once connected I was requested to and it shows I allowed screen sharing. I spoke with a man calling himself XXXX and he said he was with Wells Fargo Fraud and was helping to verify and secure my account, claiming it was urgently important. During the course of the call XXXX gave me a badge number which was XXXX and he gave me XXXX reference numbers XXXX and XXXX. He seemed authentic and he directed me in order to verify my account that I must send a payment, that it would not process and that it would be returned the next day. He talked me thru typing in the amount of {$3400.00} and to press send. I followed his instructions fully believing everything that was going on. Only roughly an hour or so after the bank impersonation occured and the XXXX payment sent... while actively on the phone with a legitimate Wells Fargo representative reporting the scam ... the fraudsters concurrently targeted my line using XXXX. A voicemail was left by an individual claiming to be " XXXX from Wells Fargo Fraud Prevention. '' I again was already speaking with actual Wells Fargo employees multiple times to report the initial fraud and asked them about XXXX and his voicemail wondering if he was actually from the Wells Fargo Fraud Department, they said they had no record of anyone named XXXX reaching out to me from Wells Fargo. They said the number used was an actual wells fargo number ... and that scammers spoof real Wells Fargo numbers. During all this time and in multiple calls with Wells Fargo I explained as much detail of everything that went on. I also learned via XXXX XXXX about the XXXX XX/XX/XXXX policy that protects people from scams where scammers impersonate bank or government employees. XXXX XXXX XXXX XXXX XXXX XXXX XXXX 's parent companyimplemented a strict mandate on XX/XX/XXXX, forcing member banks to trace and reimburse consumers who fall victim to qualifying imposter scams, specifically including scammers pretending to represent the bank itself. I explained all of this to Wells Fargo as I learned about it, requesting that they please review the fraud claim based on the policy and that all previous details I gave should show events occured that fall under the policy. On XXXX a police report was approved and generated with our local XXXX Oregon police department. That same day Wells Fargo was contacted to provide the report number. On XXXX we called Wells Fargo and followed up. We were told the fraud claim was denied. It was denied solely on the bases that the XXXX payment was sent from a known and verified device, so that it was a authorized payment. My fraud claim WAS NEVER REVIEWED OR NOTES TO BE REVIEWED based on fraud by people impersonating to be Wells Fargo bank employees. The XX/XX/XXXX policy that protects from such activity was never referenced or included as to why it didn't apply. That same day I contacted Wells Fargo XXXX XXXX XXXX to start a case so they would assist me with appealing or re-reviewing the fraud claim correctly. I also email a specific department within Wells Fargo that worls with escalation for XXXX, the email address was XXXX Also to be noted : I continued to receive the suspected fraud calls from the scammers on XXXX. Phone calls that had XXXX XXXX ID with a Unknown Number. I also on the same day got more XXXX XXXX requests from XXXX. I also received a call from a New York number of XXXX. I did not answer any of these calls or requests, no voicemails were left requesting anything or stating who they where. I also received on XXXX a call from XXXX, MN from the number XXXX. Again the call was not answered and no voicemail was left. From searching the phone numbers via XXXXXXXX XXXX XXXX for information or reference, it stated that the phone numbers of XXXX and XXXX are not associated with Wells Fargo at all, but that those numbers are associated and known to be used by scammers. My son XXXX XXXX helped me understand what had gone on and has helped me organize as best as possible to fight this incident and to work with Wells Fargo to fix it even.

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