Consumer complaint received 2024-04-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
At XXXX on XX/XX/24, our XXXXXXXX XXXX  checking account was hacked, fraudsters called from XXXX 's number to state fraud charges, verified my information, though they were already in my account reading off debit purchases to me, turning off notification settings to alert me to wire transfers. My email was spammed, I searched for XXXX emails feeling uneasy, and saw a {$21000.00} wire was initiated to Wells Fargo. I called XXXX within an hour of wire initiation, they began a XXXX recall. Wells Fargo called me with a reference # ( XXXX ) to the wire to confirm, I called back and confirmed it was fraudulent. I was told the next day when I called XXXX ( XX/XX/24 ) that in the XXXX  recall messaging between banks, XXXX had reached out to Wells Fargo to state the wire was fraudulent and Wells Fargo had reached back out to confirm. I was told they would stop the money, and once the money was returned, it would go back in our account within XXXX. Wells Fargo gave me a fraud escalation case # ( XXXX ), then said XXXX would handle it with them from there. Wells Fargo has since said they can not give information to me since I do not have an account with them, even though they contacted me with case numbers and heard me state I did not send the wire. We got an email on XX/XX/24 from XXXX that the outgoing wire transfer was complete ( federal reference # XXXX ). We called outraged, they said it was a default message that goes out whether or not the funds were sent and that the recall was already underway with Wells Fargo. XXXX told us to call for updates, and we have done so weekly for almost 3 months. A couple of weeks ago on a call, a XXXX associate, XXXX, told us she found a form that XXXX requested from XXXX that was not completed, so the recall was closed. She stated she re-opened it, but this was concerning that someone dropped a ball in protecting our money and following through, so we reported this to the FDIC. Today, I was told again that the initial recall " tracker '' was closed, 8 days ago on XX/XX/24, and that if XXXX sent the {$21000.00} back to XXXX, we would get it back, but that they were " waiting on Wells Fargo. '' I called again with my husband this evening, and XXXX THEN said that the case was closed on XX/XX/24 and recall unsuccessful. We had never been informed about this in any of the calls we made weekly. No information was ever consistent, and we had been waiting in good faith for our bank to protect and fight for us. Not only was our account information breached where someone was able to breach our bank account login and personal information before any of this, but we notified XXXX and XXXX within an hour of the fraudulent wire and were told they were able to start the recall after personally confirming with both that it was fraudulent. Wells Fargo contacted me to confirm the wire before accepting and distributing, and we told them it was fraud. Somehow they still did nothing to stop it. Now we have lost 2 months waiting for updates that we could have been contacting police & pursuing legal action. We need to have law enforcement subpoena up addresses, call records, and any other investigation evidence XXXXXXXX XXXX  or Wells Fargo have access to. We need to have someone pursue federal ( felony ) charges for wire fraud. We can not function without that money. Please, someone help! 
Reported to FTC Reported to ic3.gov Reported to XXXX XXXX Police Dept Reported to FDIC Reported to CFPB

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 non-monetary relief