Consumer complaint received 2025-09-08 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am a victim of identity theft. XXXX  mailed me a letter dated XX/XX/year>, to inform me my identity, including social security number and birthdate, were stolen in cybersecurity breach. This is the second identity theft since XXXXXXXX XXXX XXXX 

In XXXXXXXX XXXX XXXX I was first a victim of identity theft by an unknown party via an unknown source, method or person. Simultaneously I became a victim of cyber cellphone takeover in XXXX by the unknown third party who stole my identity from the unknown source and used malware/spoofing of some kind to take over my phone. XXXX XXXX is my XXXX, they have worked with me from XX/XX/year> to present to undo/reverse necessary cellphone functions that were hacked/removed from my phone- they no longer existed for me. I could not receive any incoming calls, voicemail and call waiting as functions within my phone itself were completely erased from my phone and non accessible. XXXX XXXX told me I still had these on my plan, however, they no longer existed on my phone. I had more than XXXX username and password breaches, despite continuously changing them this kept happening. 

Simultaneously, attempts to gain access to my Wells Fargo bank accounts began happening in XXXX and increased in severity to the point of successfully breaching my accounts and funneling money out to XXXX parties totally unknown to me. I have received innumerable fraudulent texts, phone calls & emails posing as Wells Fargo. I did not open or answer any of these, though could see the messages and fraudulent incoming calls I did not answer without clicking on anything in texts or emails. I forwarded these to the Wells Fargo fraud and phishing emails. As well, I called in the fraudulent flagged transaction texts which read along the lines of a transaction with ( insert company name via whatever Wells Fargo function ) in the amount of ( insert amount ) was attempted did you do this. I did not answer, checked my banking app, they were clearly fraudulent texts. I forwarded these to the fraud email as well as called into Wells Fargo to double check if my account had been hacked. 

I dont use the online wallet function of my XXXX, Wells Fargo Client Fraud Department froze my accounts due to what they flagged as suspicious and fraudulent transactions on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Each time I both called and went into the bank the same day. On XX/XX/XXXX the hackers were successful in initiating a transaction for {$1100.00} from XXXX account via XXXX, and {$9500.00} via Online Wire Transfer. As my identity had first been hacked and stolen as described, in XXXX, and my phone remotely taken over, the fraudsters were easily able to call in and enable the Online Wire Transfer Function ( which I did not know even existed ). 

The stolen funds via my stolen identity has previously been reported, however, the hackers also ordered checks by phone via Wells Fargo on the new checking account number, on XX/XX/XXXX and XX/XX/XXXX. I called in upon notification of checks having been ordered checks ( my entire account base is supposed to be flagged that in no way do I want checks yet the bank allowed this ). This necessitated yet again being assigned a new checking account order. 

I provided the proof XXXX sent to me via email, by email to the person who is in charge of my case at Wells Fargo as he asked for proof of remote cellphone takeover. I immediately reported identity theft and stolen funds to all three credit bureaus on XX/XX/XXXX, the day the money stealing was initiated. I emailed him the proof sent to me by the credit bureau ( s ), filed reports with local and federal authorities. 

Upon receipt of notification by XXXX that my identity had been stolen via a cyber security breach ( XXXX  did not indicate the date it was stolen ). I emailed this to the claims person in charge of my case.

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