Consumer complaint received 2024-12-11 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I have a business line of credit with Wells Fargo. The account was opened approx. XXXX when I lived at XXXXXXXX XXXX XXXX XXXX XXXX. The account has been inactive for some time as I am semi-retired. I am not a computer wizard and never used this account with online banking. I felt that the bank had a fiduciary responsibility to protect the account. On XX/XX/XXXX I received a call from my granddaughter in XXXXXXXX XXXX stating that we had a late payment on our Wells Fargo account around {$69000.00}. She e-mailed the info. to me and I quickly made an appt. with Wells Fargo Bank in XXXXXXXX XXXX. The Bank agent was XXXX XXXX who advised that several electronic transactions had transpired with a few accounts. I filed a fraud claim immediately with Wells Fargo. The perpetrator had stolen my identity, changed the phone numbers, emails and address on the account. That is why I was not aware of the transactions as the mail was sent to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. He used my name XXXX XXXX. ( I always sign as XXXX XXXX XXXX ) An additional fraudulent XXXX XXXX account with XXXX was opened without my knowledge and was used to pay the minimum payment on the Wells Fargo line. XXXX closed the account as it was determined to be Fraudulent. Wells Fargo Fraud dept. claims that I had made these transfers. Some of the transfers were $ XXXX to individuals that I have never heard of. I filed an Identity Theft claim with the XXXX XXXX XXXX, filed with the XXXX credit bureaus, XXXX XXXX, advised Social Security, FBI and several other organizations. The fraud department claims that it was my phone and computer used to make these transactions. I wouldn't have the foggiest idea how to do this. Wells Fargo sent a notice that I am responsible for {$69000.00} to {$80000.00}. I have no idea who these hackers are. I'm appalled at this decision. Wells Fargo allowed these individuals to make electronic changes to my account. Changed my name, address, email and phone number without any verification or identification. When I spoke to the fraud department they kept stating that the phone number and address were mine. They are not mine. In addition to the Wells Fargo incident, when I renewed my motor vehicle registrations at the XXXX  XXXX, all of my vehicles address had been changed to the same address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

Thank you for taking the time to review this Identity Theft and Fraudulent Theft claim. I very upset and losing sleep over this. There is definitely a problem in the electronic banking system. I have always paid my bills. If I made transactions, I would pay them. The people working in the branches at Wells Fargo were very helpful and I thank them for the help and direction. The Fraud Department at Wells Fargo should look at the people that have been scammed and ask how they would feel if it happened to them? 

XXXX XXXX XXXX XXXX XXXX XXXX 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