Consumer complaint received 2025-02-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing a complaint against Wells Fargo Bank , N.A . for its failure to protect me from financial fraud and refusal to process a chargeback for a fraudulent XXXX transaction that occurred due to a scam. 

Despite clear evidence that I was deceived into making this transaction under false pretenses, Wells Fargo failed to investigate properly, ignored key facts, and denied my chargeback request without due consideration. I have already filed fraud complaints with the Federal Trade Commission ( FTC ) - XXXX and the FBIs Internet Crime Complaint Center ( IC3 ) - XXXX regarding this incident. 

Summary of the Fraudulent Transaction & Wells Fargos Negligence : On XX/XX/XXXX, I deposited a check for {$1800.00} via Wells Fargos mobile banking app, believing it to be part of my employers onboarding process. The next day ( XX/XX/XXXX ), Wells Fargo marked the funds as available in my account. Trusting that the check had cleared, I proceeded with a XXXX transaction of {$1800.00} using my Wells Fargo Visa card. 

However, at XXXXXXXX XXXX on XX/XX/XXXX, Wells Fargo notified me that the check was fraudulent and had bounced. By that time, the XXXX transaction had already been processed, and I was left with a financial loss of {$1800.00} due to fraud. I reported this fraud to both XXXX and Wells Fargo : XXXX refused to refund my money, citing that the transaction was sent using " Friends & Family, '' even though I was coerced into using that option under false pretenses. 

Wells Fargo refused to process a chargeback, even though this was a fraud-induced transaction. 

Wells Fargo closed my fraud claim ( Reference # XXXX ) without conducting a proper fraud review. They falsely stated that my transaction was " authorized, '' completely ignoring the fraudulent nature of how I was tricked into making it. 

Why Wells Fargos Actions Are Unacceptable & a Violation of Consumer Protection Standards : 1. Wells Fargos system showed the check funds as " available '' before it was returned as fraudulent. Had the bank flagged it earlier, I would never have proceeded with the XXXX transaction. 

2. This was a fraud-induced transactionI was manipulated and deceived into making the payment under false pretenses. 

3. Wells Fargo failed to investigate the fraud properly and wrongfully denied my chargeback request. 

4. Visas chargeback policies allow disputes for fraud-induced transactions, yet Wells Fargo refused to initiate one. 

5. XXXX has confirmed in writing that they would cooperate with Wells Fargo if a chargeback was initiated, yet Wells Fargo refused to act. 

6. As an XXXX XXXX who moved to the U.S. in XX/XX/XXXX, I was unfamiliar with financial fraud risks, making me an easy target for scammers. Instead of helping me, Wells Fargo refused to protect me as a consumer. 

Requested Actions from the CFPB : I am requesting that the CFPB intervene and hold Wells Fargo accountable for failing to protect a fraud victim. Specifically, I ask the CFPB to : 1. Require Wells Fargo to reopen my fraud case and process a chargeback for the {$1800.00} transaction. 

2. Investigate why Wells Fargo failed to follow proper fraud procedures. 

3. Ensure that Wells Fargo follows consumer protection laws when handling fraud cases, particularly for XXXXXXXX XXXX and vulnerable customers. 

Supporting Evidence Provided : The fraudulent job offer letter The fake check details and Wells Fargos fraud notification Email communications with the scammer XXXX response confirming their refusal to refund the money Wells Fargos denial letter This fraud has caused me severe financial hardship, and Wells Fargo is failing to fulfill its consumer protection obligations. I am asking the CFPB to intervene and ensure that Wells Fargo processes my chargeback as required under fair banking laws. 

Thank you for your time and attention. 

Sincerely, XXXX XXXX XXXX XXXX

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