Consumer complaint received 2024-10-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I fell victim to a scam while attempting to sell a XXXX coin purse for {$230.00} on XXXX XXXX. The scam unfolded over two days, beginning on XX/XX/XXXX when a person named XXXX contacted my wife. XXXX later insisted on communicating directly with me via text, marking the start of the scam. 

XXXX claimed there was an issue with my XXXX XXXX code due to her having a business account, and she requested my personal details. I later received an email that appeared to be from XXXX, stating my account needed to be upgraded to a business account to release a payment of {$530.00}, which included {$230.00} for the coin purse and an additional {$300.00} that XXXX claimed to have sent. I was instructed to refund the {$300.00} for the upgrade, and unfortunately, I complied. This is a classic " XXXX business account upgrade '' scam, where the merchant did not fulfill their duty. XXXX had agreed to purchase my item, but I ended up sending her money under the false pretense that the upgrade was necessary for the transaction to go through. Despite fulfilling my part, XXXX never completed the purchase or provided the agreed payment. 

XXXX then proposed several payment methods, including XXXX and XXXX, providing multiple accounts under different names. She insisted I send the money as " Friends and XXXX, '' which I later realized was a red flag. Using my Wells Fargo credit card, I sent {$300.00} via XXXX. The following day, XXXX claimed I needed to pay an additional {$300.00} for a " certificate fee. '' Despite recognizing potential warning signs, I trusted her and sent {$300.00} through XXXX XXXX. 

The moment XXXX asked for a picture of my debit card and trial deposits linked to XXXX, I realized something was wrong. By then, I had already sent sensitive information, leading to fraudulent transactions, including purchases of gift cards and transfers to XXXX. 

I contacted XXXX XXXX XXXXXXXX immediately, and they helped me cancel the pending transactions and block further fraudulent activity. Looking back, I recognize several red flags : unofficial XXXX emails, fake payment upgrade requests, and XXXX use of multiple accounts. I feel deeply embarrassed for not noticing the scam sooner, especially given my track record of responsible financial management. 

However, Ive been frustrated with Wells Fargos response. Despite providing them with all the details and proof of the scam, they argued that I didnt have a case because I willingly sent the money and no business transaction was involved. In contrast, XXXX XXXX XXXXXXXX has been thorough in researching my case, while Wells Fargo has been unresponsive. Ive argued that XXXX failed to fulfill her end of the business transactionshe never completed the purchase or provided the servicewhile I followed through in good faith, trusting that the XXXX upgrade was legitimate. 

Adding to my frustration, Wells Fargo didnt even make the effort to contact XXXX XXXX investigate the recipient or urge them to ban XXXX account. At the very least, this could have helped protect other innocent, hardworking people from being scammed like I was. Wells Fargos lack of action is disappointing, especially when compared to the efforts of XXXX XXXX XXXXXXXX, who has been proactive in researching my case. The difference in service between the two banks has been astounding.

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