Consumer complaint received 2026-03-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
XX/XX/XXXX : Service Provider Impersonator Scam occurred and was reported to Wells Fargo within minutes, and at that point, I was told there was nothing they could do about it. XX/XX/XXXX : Called Wells Fargo a second time and set up XXXX fraud claims : XXXX, XXXX, XXXX, XXXX XX/XX/XXXX : I called Wells Fargo to let them know that both XXXX XXXX XXXXXXXX and XXXX have already investigated this exact event, validated the imposter fraud, and issued full refunds. I sent them proof on XX/XX/XXXX. On the phone, the agent told me all of my claims had been denied and I got the same story of it was my fault from him. But I asked for my claim to be escalated due to Regulation E. He told me I would get a phone call from the XXXX XXXX XXXX XXXX hours. XX/XX/XXXX : No contact from XXXX by XXXX, so I sent them the below email. XX/XX/XXXX : I received a call from XXXX at XXXX XXXX XXXX and he told me that since he just got the case on his desk on XX/XX/XXXX, he has XXXX days to provide an answer because my claims were denied in their system. I believe XXXX XXXX states that Wells Fargo has XXXX days starting from XX/XX/XXXX, but that is not what they are telling me. Actions Taken : XXXX Police XXXX : Case # XXXX I have filed a report with the Federal Trade Commission # XXXX I have filed a complaint with the CFPB - Case # XXXX for {$5000.00}. CFPB Complaint : # XXXX for {$500.00} - RESOLVED. XXXX XXXX ID : # XXXX - RESOLVED. I have filed a report with the FBIs IC3 Submission ID : XXXX. To : Wells Fargo Executive Office / Claims Review XXXX XXXX : XXXX This email serves as a formal rebuttal to the denial of my fraud claims ( XXXX, XXXX, XXXX, XXXX ) and a notice of intent to pursue a Small Claims judgment in XXXX XXXX XXXX, WA, if not resolved by Tuesday, XX/XX/XXXX. On XX/XX/XXXX, I was promised a call within XXXX hours to discuss the escalation of these claims. That window has expired without contact from Wells Fargo. Below is the summary of the Service Provider Imposter Scam and the banks subsequent failures. XXXX. The Nature of the Fraud : Service Provider Impersonation This was not a merchant dispute ; it was a sophisticated Imposter Scam involving the impersonation of XXXX Support. Under the XXXX XXXX XXXX XXXX, Wells Fargo is required to reimburse victims of qualifying imposter scams where a criminal impersonates a known service provider to induce transfers. Transaction XXXX ( {$500.00} ) : Induced by a spoofed " XXXX XXXX '' email and a live caller ( XXXX ) posing as XXXX XXXX, claiming a fee was required to " unlock '' the transition from personal to business. The email I received used deceptive 'Venmo ' branding to induce a transfer under the guise of a mandatory service upgrade. This constitutes Fraudulent Inducement by a Service Provider Imposter, which is a covered event under the XXXX XXXX XXXX XXXX. Transaction XXXX ( {$500.00} ) : Induced by a live caller posing as XXXX XXXX, claiming a system error. Transaction XXXX ( {$2000.00} ) : Induced by a fraudulent " XXXX XXXX XXXX '' required for " insurance. '' Transaction XXXX ( {$2000.00} ) : Induced by an " XXXX XXXX XXXX '' narrative. XXXX. Evidence of Induced Duress & Immediate Discovery I sent the final {$2000.00} under a state of XXXX XXXX XXXX XXXX XXXX XXXX. I was kept under high-intensity phone pressure for over an hour. The moment the phone call ended, the duress was broken. Within minutes, I was able to think rationally, identify the scam, and immediately messaged the perpetrator to call them out. This XXXX dialogue is not evidence of authorization ; it is timestamped proof of my immediate discovery and reporting of the fraud once the perpetrators influence was removed. XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX Wells Fargos XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX have already investigated this exact event, validated the imposter fraud, and issued full refunds. Wells Fargo is the only outlier refusing to acknowledge the criminal nature of this attack. Behavioral Monitoring Failure : Why did Wells Fargos XXXX Fraud Monitoring fail to freeze my account after XXXX high-velocity transfers ( {$5000.00} total ) were sent to XXXX brand-new recipients in a single morning? Failure of Duty of Care : I reported this within minutes. The first agent failed to initiate a XXXX XXXX or network flag while the funds were in transit, a direct failure of the banks duty to mitigate loss. XXXX. Loyal Wells Customer My family holds XXXX home mortgages, a checking account, and a brokerage account with Wells Fargo. We have been loyal, high-value clients. It is unacceptable that XXXX and XXXX protected me as a victim, while Wells Fargo has failed to communicate or follow XXXX own imposter reimbursement rules. Regards, 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