Consumer complaint received 2025-06-27 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
On XX/XX/XXXX, I was the victim of a phone scam that asked if I agreed to transfer money from my savings to my checking account. I was to reply Y for yes or N for no. I typed in N. Next I received a text saying that I need do nothing further and that a representative would get back to me. Within about 5 minutes, a representative called me to say that he would fix the problem. By that time the my entire savings of {$2700.00} had been moved to my checking account which had contained {$2900.00}. This resulted in my checking account became a total of {$5600.00}. He asked me if I had XXXX XXXX. Somehow he had access to that as well. He asked for my personal information, such as address, phone number, birthdate, but when he asked for my social security number, I refused to give it to him. I asked him to tell me since he already had my saving account number. He correctly gave me my SS #. He asked about other accounts in my wallet and wanted access to those as well. At that point I grew alarmed and refused to give him any other information. After that my husband talked to his manager and things became very ugly. I will go into detail about that if you ask, but suffice it to say that he became very threatening, said he knew where I lived and threatened me with bodily harm. I hung up and quickly called Wells Fargo customer service. From then on I spoke almost daily to Wells Fargo and their fraud team. Initially they told me I would get my money returned. However, as the days went on taking with members of the fraud team, I was repeatedly told they could do nothing. I met with XXXX XXXX, XXXX for the XXXX XXXXXXXX, MN Police Department and together we spoke with a member of the WF fraud team. On XX/XX/XXXX I went to the XXXX Wells Fargo branch and spoke with a teller. She told me there were no bankers available to talk with me. I told her I no longer had access to my account online and asked her to print out the activity on my savings and checking accounts from XX/XX/XXXX - XXXX. There we found out that the money had been moved to XXXX XXXX but it was pending. She told me to hurry and contact Wells Fargo to stop that transaction. I went back to the XXXX XXXXXXXX Police Department and together, XXXX and I called the Wells Fargo Fraud team. They told us they had no responsibility to prevent that transaction and they let it go through. I have since received XXXX letters indicating that they closed my claim because there was authorization and no processing error. 
Authorized by whom? And they certainly performed many processing errors by not stopping the movement and dispersal of ALL of my money in both of my accounts. 
This is an extreme hardship for me. I am XXXX XXXX XXXX and on a fixed income. I have been a customer of WF for 50 years. I can not emphasize enough the frustration, anxiety, fear, loss of income and time this has cost me. Not to mention, that I had to change my phone # of 30 years and adjust all of my bill pay and credit accounts. 
I should have shown more due diligence to how Wells Fargo was treating their customers. I find it unconscionable that WF has treated their customers this way. 
If there is anything you can do to help retrieve my money, I would be MOST grateful. I know that the XXXX XXXXXXXX Police Department will corroborate my case and would like to proceed with a subpoena. 
Thank you for your time and any assistance you can offer. 

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