Consumer complaint received 2025-07-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I contacted XXXX  and explained the situation regarding one of their employees giving me a phone number to XXXX XXXX XXXX for a refund and explained the entire situation to them and that there was a possible scam between one of their employees and a XXXX XXXX XXXX employee. Clearly, I was part of an elaborate scam between the two. I gave them the exact time the XXXX phone call to their employee took place ( as they stated they record all calls ). They said they would review it and get back to me the following week. I did not hear back from them, I called again on XX/XX/XXXX and they said they see the complaint but nothing was ever done with it I restated my complaint to be refiled and they said they would call me back, still waiting I called XXXX bank to ask for them to send me the supporting documentation regarding as to why they dismissed some of the fraudulent charges and not the others. I ask to submit a new claim they said NO. Waiting for documentation that will be mailed out in 30 days I reached out to XXXX because the fraudster that created an XXXX XXXX  made one for {$400.00}, they agreed it was fraud and refunded me immediately, thankfully. 

Bottom line out of the {$1400.00} that was stolen from my account the only two still outstanding are both for XXXX XXXX  {$570.00} and {$490.00}. I tried explaining to XXXX I didnt have an apple cash account, apparently the fraudster created XXXX within my electronic wallet utilizing my ATM card. 

I also reached out to XXXX to explain the situation and they said if XXXX closed the claim XXXX out of luck I'm a XXXX woman and have never been assaulted by a fraudster nor insulted by my financial institution in this manner, this is unacceptable and I need more assistance get this identity fraud looked into. 




I contacted XXXX XXXX to cancel XXXX XXXX XXXX for XXXX XXXX, because I was still being charged after I cancelled XXXX XXXX XXXX in XXXX. They instructed me to call XXXX XXXX XXXX as they were only the billing company for You tube TV. They gave me a phone number I called and the man answered gave me his name, ID number and a case number. After several days of texts he kept saying they have a specific procedure to follow to process my refund. He got into my electronic wallet on my phone which had my XXXX card, license and XXXX ATM card. 

I was on vacation at the time XXXX unaware of what he was doing behind the scenes, him reassuring me that this was the process. When I arrived at home ( Sunday evening of the XXXX of XXXX ) I realized there were several attempted withdrawals and denials on my cards. I called XXXX first thing Monday XX/XX/XXXX morning to tell them there was an identity fraud on my accounts and there were charges that I did not make totaling {$1400.00}. They instructed me to go to the bank and change all the accounts. 

I called to make an appointment and they said it would be tomorrow ( XXXX, ( XX/XX/XXXX ) at XXXX. I went there and completed the necessary documents and closed and changed all accounts. 

Also, on the XXXX, I called XXXX and they saw XXXX fraudulent charges totaling {$990.00} they immediately took them off my bill confirming they were fraudulent, they said it was identity theft, closed the account and sent me a new card overnight. 

I filed an identity fraud claim with my county sheriff 's department, they took my report and the first thing they did was run the phone number I received from the frontier employee and confirmed it was registered to frontier and reassured me that the number I dialed was correct. And spoke to this type of identity theft and fraud is out of control throughout and it is getting worse. 

Went to XXXX to see what I needed to do and also contacted all three-credit bureaus to put a freeze on them as I am concerned of continued identity fraud. 

Wells Fargo denied my identity fraud claim and so I asked it to be elevated to the next level for reevaluation team, which was the executive offices, which they looked at it and denied it as well. 

Update as of today : I contacted Frontier and explained the situation regarding one of their employees giving me a phone number to XXXX XXXX XXXX  for a refund and explained the entire situation to them and that there was a possible scam between one of their employees and a XXXX XXXX XXXX employee. Clearly, I was part of an elaborate scam between the XXXX. I gave them the exact time the XXXX phone call to their employee took place ( as they stated they record all calls ). They said they would review it and get back to me the following week. I did not hear back from them, I called again on XX/XX/XXXX and they said they see the complaint but nothing was ever done with it I restated my complaint to be refiled and they said they would call me back, still waiting I called XXXX bank to ask for them to send me the supporting documentation regarding as to why they dismissed some of the fraudulent charges and not the others. I ask to submit a new claim they said NO. Waiting for documentation that will be mailed out in 30 days I reached out to XXXX because the fraudster that created an XXXX XXXX made one for {$400.00}, they agreed it was fraud and refunded me immediately, thankfully. 

Bottom line out of the {$1400.00} that was stolen from my account the only two still outstanding are both for XXXX XXXX  {$570.00} and {$490.00}. I tried explaining to XXXX I didnt have an apple cash account, apparently the fraudster created one within my electronic wallet utilizing my ATM card. I suggested that they look at my last XXXX years of spending habits and realize that I would never ever make these kinds of charges... I live on {$2400.00} a month, why would I purchase over {$1400.00} worth of pay cards? 

I also reached out to XXXX to explain the situation and they said if XXXX closed the claim XXXX out of luck I'm a XXXX woman and have never been assaulted by a fraudster nor insulted by my financial institution in this manner, this is unacceptable and I need more assistance get this identity fraud looked into. 

I already filed a complaint with the FTC and the instructed me to file XXXX with you.

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