Consumer complaint received 2026-05-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Unauthorized Electronic Fund Transfers Following Wells Fargo Impersonation Scam and Account Takeover Product : Checking Account / Electronic Fund Transfer Issue Fraud / Unauthorized Transactions/ Account Takeover I am filing this complaint regarding Wells Fargos denial of my fraud claim involving approximately {$8400.00} {$9000.00} in unauthorized electronic fund transfers. On XX/XX/2026, I received a phone call from a number displaying as Wells Fargos fraud department. The caller appeared legitimate and had knowledge of my recent account activity. I was informed that fraudulent activity was occurring on my account and that immediate action was necessary to secure my funds. The caller instructed me to provide verification/security codes sent to my phone. I believed I was communicating directly with Wells Fargo fraud prevention and believed I was protecting my account from fraud. Immediately afterward, my accounts and device were compromised. My XXXX XXXX/email credentials were changed, I lost access to my phone/accounts, and unauthorized transfers totaling approximately {$8400.00} {$9000.00} were made from my Wells Fargo account. This was not a voluntary or informed authorization of transactions. Any information or verification codes provided were obtained through deception as part of an impersonation scam and account takeover event. I reported the fraud to Wells Fargo within approximately 3040 minutes of the incident and took immediate steps to secure my identity and accounts. I also filed a police report regarding the incident. Despite the immediate reporting, evidence of impersonation fraud, and full account/device compromise, Wells Fargo denied my claim and failed to properly address : The spoofed Wells Fargo caller ID The impersonation of Wells Fargo fraud personnel The account takeover/device compromise The unauthorized nature of the transfers The fact that I reported the matter immediately Under Regulation E and the Electronic Fund Transfer Act, these transactions should be treated as unauthorized electronic fund transfers. A one-time verification code obtained through fraud and deception does not constitute informed authorization for electronic fund transfers. The fact that verification codes were provided under deception does not make these transactions authorized. The codes were obtained through impersonation fraud while the victim believed they were communicating with Wells Fargo fraud prevention. The transfers were not knowingly or intentionally authorized. I did not intend to send money to scammers and believed they were taking steps to prevent fraud on the account. Additional evidence supporting this complaint includes XXXX Support case documentation and identity theft recovery documentation. XXXX Support documented the incident under Case ID XXXX as a compromised account event involving impersonation of Wells Fargo personnel and unauthorized access to the customers accounts. XXXX records reflect that the scammer obtained verification codes through deception, gained access to the customers accounts, altered account credentials/email access, and caused the customer to lose access to their XXXX account/device ecosystem I am requesting : 1. A full reimbursement of the stolen funds 2. A complete reinvestigation of the fraud claim 3. Copies of all evidence Wells Fargo relied upon to deny the claim 4. Details regarding how Wells Fargo concluded the transactions were authorized 5. Any IP logs, device information, authentication records, or internal fraud investigation findings related to the transactions I respectfully request CFPB assistance in resolving this matter and ensuring Wells Fargo complies with its obligations under Regulation E.

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