Consumer complaint received 2025-01-25 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
XX/XX/XXXXXX/XX/XXXX To Whom It May Concern : On XX/XX/XXXXXX/XX/XXXX, I became a victim of mobile app and check fraud. I was sent a check via my email at XXXX, and I was asked to complete a mobile deposit as payment received from items sold online. This was a sale I had completed via OfferUp on my furniture ( please see below explanation ). Unbeknownst to me, I was being scammed. I attempted several times to deposit the check via mobile deposit app without knowing the risks I was taking by doing this. Again, not knowing the check was a scam/fraudulent. 

I then received a telephone call and email reporting that my account will be closed effective XXXXXX/XX/XXXX.Upon learning this, I immediately contacted Wells Fargo twice via telephone on XX/XX/XXXXXX/XX/XXXX and XXXX/XXXXXX/XX/XXXX. I also went to the local office to explain my situation. However, I was told by " apathetic '' representatives, that my account would be closed indefinitely, on XX/XX/XXXXXXXX This is unacceptable especially since I was unaware of the fraudulent activity I became a victim of. 

Furthermore, I recently opened my account XXXX of XXXX and enjoy banking with Wells Fargo, I am not at fault for what has occurred to my account especially since it was the first time I ever attempted to use mobile deposit. While I understand the risks this has posed to Wells Fargo, however, I was unaware of the fraudulent check sent to me. I was never provided with a solution by Wells Fargo as to how to resolve this issue so it does not happen again. I was only told that the final decision of closing my accounts has been made. 

I tried to explain my situation but no empathy was provided by the company 's representatives. The lack of emotional intelligence I received from the company is unacceptable and appalling, to say the least. 

I sincerely apologize for what has happened and I can assure the company this will NEVER happen again. I respectfully request that my account remain open and active. 

Thank you for your time in reviewing this complaint. 

Respectfully submitted, XXXX XXXX XXXX Wells Fargo acct # XXXX ************************************************************************************************* XX/XX/XXXX To Whom It May Concern : On XX/XX/XXXX @ approx. XXXX, I was contacted by a woman by the name of XXXX XXXX social media-OfferUp. XXXX reported she " would like to buy '' the mattress I was selling on OfferUp for {$60.00}. I responded telling her that was great and when can she pick it up. She then stated, " Would you be able available tomorrow if my man come pick up around XXXX? '. She then asked for my telephone number so she can provide it to her man. I provided my mobile telephone number. I immediately received a telephone text from a man who identified himself as " XXXX The telephone # is ( XXXX ) XXXX. The man reported his " wife '' gave him my telephone # concerning the " furniture '' on the app. We then exchanged texts concerning the items. The man then stated his company posted him to my neighborhood from NC due to job promotion and he is moving soon. The man reported he would like to pick up item Friday or Saturday and then asked if I had other items for sale because he is moving into a 3-bedroom house and needs stuff. We the exchanged words about the denim sofa set I have for sale. The man then stated he will have his company make out a payment immediately from his relocating allowance. The man then asked that I mark the items as " sold '' on the app because he is " seriously '' interested. The item was then marked as " Sold '' on the app. The man then asked who I bank with so he can have a certified check from his relocating allowance. The man then asked for my email to have the check emailed to me so I can deposit the check via mobile app. Consequently, I provided email, and check was emailed to me from email : XXXX XXXX ; XXXX. 
Furthermore, I tried several attempts to complete the mobile app deposit via my Wells Fargo account. However, and " thankfully '' the check did not go through. I emailed the man, and we went back and forth regarding how to capture the check. This went on until the next day, Friday, XX/XX/XXXX. I then " printed '' the check, front and back, as instructed by the man and still it did not capture, and mobile deposit failed. I contacted the man and told him check is not going through, and he can pay cash once he relocates to the area, and I would have the item for him. The man continued trying to explain to me n ow to capture the check via mobile app and again, thankfully, it failed. I then explained to the man the check is not capturing and since I was currently working, I would try to go to the Wells Fargo bank to see if they can assist me with the deposit. I then received a telephone message from representative " XXXX '' asking for a call back regarding my account. Once I completed work, I contacted Wells Fargo who then explained to me that my account will be " closed '' effective XX/XX/XXXX. I asked why and was told due to fraudulent activity on my account. I tried to explain my situation to the representative to no avail and was told account will be closed, no matter what and I will never be able to open an account again. I became upset and again explained the current situation regarding the check and still was told account will be closed. I was not given any opportunity or solutions in hopes to keep my account active. 

Please be advised, that I have never been through this before with social media and/or my bank account. This was not done intentionally. I had no idea that the check provided to me was fake or that the situation was a scam. Due to this terrible event, I have lost the opportunity to keep my bank open, as I did not know the risk, I was taking by completing the mobile app deposit. I am reporting this scam and would like for the company/companies and persons involved to be investigated as to not commit this senseless act again to anyone else who are innocent and unfortunately ignorant to these types of scams and senseless crime. I was robbed of my dignity and trust of the bank Wells Fargo of which I enjoyed banking with but who unfortunately will not help me and or offer me any solutions in saving my accounts. I also lost the opportunity to relist my item on OfferUp as I had already marked it as Sold I would ask that you please investigate the company in order to prevent future scams such as this one. I have proof of the texts, emails and check if needed for further investigations. 
The woman who identified herself as " XXXX '' in the app OfferUp has since deactivated her account as of XX/XX/XXXX Respectfully submitted, XXXX XXXX XXXX email : XXXX XXXX : ( XXXX ) XXXX Social media : OfferUp Check # XXXX From Washington XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, WA XXXX XXXX Bank XXXX XXXX XXXXXX/XX/XXXX : www.unitedbusinessbank.com Amount XXXX {$1700.00}

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