Consumer complaint received 2026-05-05 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am filing this complaint regarding Wells Fargos handling of a fraud incident on my account and the repeated denial of my claim despite clear evidence of unauthorized access and account manipulation. In XXXX, I received two consecutive phone calls from someone identifying themselves as a Wells Fargo fraud department representative. Because my phone is set to Do Not Disturb, I answered the second call assuming it was urgent. The caller stated there was a suspicious transaction ( approximately $ XXXX ) and walked me through what appeared to be a legitimate verification process, including sending a one-time code to my phone. Based on prior legitimate interactions with Wells Fargo fraud alerts, this did not initially raise concern. However, I became suspicious when the caller began asking about my XXXX account and instructed me to link my debit card. I immediately ended the call and contacted Wells Fargo directly. A Wells Fargo representative confirmed that my account had been compromised. My accounts were locked, and I was issued new checking, savings and credit card accounts. During this unauthorized access, the following occurred without my consent : Funds were transferred internally between my savings, checking, and credit card accounts Approximately {$20.00} was moved from savings to checking A larger amount was transferred from my credit card to my checking account These actions appear to have been part of an attempted external transfer ( e.g., via XXXX ) Because of these unauthorized internal transfers, funds became available in my checking account that I did not intentionally place there. As a result : Automatic payments and drafts were processed that would have otherwise been declined Charges, including one associated with XXXX ( which I did not knowingly authorize or expect ), were paid using these funds I am now being held responsible for repaying these amounts Wells Fargo has denied my fraud claim twice, stating that because the funds were not successfully transferred out of my account and were ultimately used for transactions, I am responsible. This reasoning is flawed and does not account for the fact that : My account was accessed and manipulated without my authorization Funds were moved between accounts without my consent The only reason transactions were approved is due to the unauthorized internal transfers Additionally, Wells Fargos handling of this matter has been inconsistent and concerning : I was told I would receive follow-up calls from the fraud department , which I never received When I called for updates, I was often unable to get clear answers or assistance I received repeated calls from a phone number that appeared to be Wells Fargo , but when I attempted to verify this with Wells Fargo directly , I was told the number was not recognized I was advised by a Wells Fargo representative to answer these calls if they occurred again, which placed me at further risk of being targeted During one such call, the caller impersonated Wells Fargo again and attempted to collect a debt under a different name, further demonstrating that my information may have been compromised As a result of this experience, I no longer feel that my accounts or personal information are being adequately protected by Wells Fargo bank . I am requesting the following : Immediate reopening and thorough reinvestigation of my fraud claim A detailed written explanation of the prior denials Reversal of any fees or charges resulting from unauthorized account manipulation Correction of any negative financial impact resulting from this incident Confirmation of steps taken to secure my account and prevent further unauthorized access I have been a Wells Fargo customer for many years and have no history of transferring funds from a credit card to a checking account. The fact that such activity occurred during a confirmed account compromise should not be attributed to me. 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