Consumer complaint received 2025-07-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
On XX/XX/XXXX I was a XXXX XXXX XXXX XXXX scheme in which people gained access to all my online accounts with Wells Fargo and transferred {$10000.00} out of my personal checking via XXXX XXXX. I immediately called Wells Fargo and opened a fraud claim, and was interviewed by a fraud representative. After that was completed I filed a police report and called all XXXX credit bureaus to place a freeze on my credit report. I then called my XXXX XXXX ( also with Wells Fargo ) to inform him of the incident should he receive any calls from someone claiming to be me. 
On XX/XX/XXXX I visited a local Wells Fargo branch to close and reopen 5 checking and savings accounts and get new debit and credit cards. I also signed up for XXXX XXXX. I then visited an XXXX XXXX  to ensure no nefarious software was downloaded on my phone and changed apple ID and passwords. 
On XX/XX/XXXX I drove XXXX hours to help my elderly mother finalize paperwork for her new accounts, as she had recently added me to her checking and savings accounts so I could help her manage finances, taxes etc. 
On XX/XX/XXXX, after waiting the maximum XXXX business days I was quoted for the fraud team to reach a decision on my claim, I again contacted Wells Fargo as I had not heard any follow up. I was never asked to provide my police report details, or copies of emails I received while the fraudsters were actively making changes to my banking, such as increasing my daily spending limit to {$20000.00}. I spent XXXX hours on the phone and spoke with XXXX different representatives before I found someone who could even find the claim, and was told it was denied without any reason as to why. I spoke with supervisor at length and was told the fraud investigators did not find sufficient evidence to prove I was a victim of fraud. When I asked what constitutes as evidence I was told she could not divulge the details of the investigation, such as what information they looked at to reach their conclusion. I said I would be happy to provide a copy of my police report and the aforementioned emails but was again told they had already reached their decision. I did not find the conversation satisfactory and asked to speak to a supervisor, but was refused. I asked about an appeal process but was also refused. I then requested to file a formal complaint and was again refused. I was then told I would receive a call back within XXXX hours from a supervisor and could file a verbal complaint at that time. I have not been contacted since and am in the process of sending a formal complaint letter with the help of an attorney. 
Despite the fact that I hold nearly XXXX accounts with Wells Fargo ( including checking, savings, credit card, personal line of credit, brokerage ), and have been a customer since XXXX, I was told Wells Fargo does not care if I take my business elsewhere and have received no help in making me whole after the incident. As someone who also works in the same industry I know for a fact that there is a process to be followed when someone states that they want to speak to a supervisor and file a complaint. I believe the bank is in violation of these standard practices. I have taken every step a person should when in this situation but have received zero help from the bank.

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