Consumer complaint received 2025-12-18 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
This is a more updated and detailed version of what happened starting today XX/XX/year>XXXX XXXX XXXX On XX/XX/year>, I received a text message that looked similar to the Wells Fargo company texts, stating that there was an unauthorized transaction on my credit card. It then states that a Wells Fargo Specialist will reach out. I receive a phone call a few seconds later, which I soon later found out was from XXXX Texas and was a scammer. They asked me to validate my name, address on file, and then further asks for a XXXX time code that was sent to my phone and email, similar to a Wells Fargo phone call. I eventually ended the call, seeming unsure whether or not it was Wells Fargo because they proceeded to ask my social security number, PIN code, and bank account information. I hung up the phone call and changed all my passwords, PIN codes, logins, and credit cards/debit cards. Later that day, I receive XXXX notifications from my Wells Fargo and XXXX account. My XXXX checking account had a withdrawal transfer of XXXX dollars, while my Wells Fargo credit card XXXX had a online balance transfer of XXXX with a cash balance fee of XXXX as well as my XXXX Credit Card having an online balance transfer of XXXX with a fee of XXXX. I contacted XXXX and the claim was able to be resolved and the {$3000.00} withdrawal was removed from my checking account. However, when contacting Wells Fargo for multiple weeks, they eventually refused the claim and refused to resolve the transfer because I " authorized '' this transfer by affiliating with the scammer. I first reported the charges on XX/XX/year>, the day after the charge was completed on my credit cards, and they further stated to call back when the charge was authorized since it was pending at the time. On XX/XX/XXXX, I contacted Wells Fargo again and they stated that they were able to make a claim on the charges seen on my account. On XX/XX/XXXX, I called back, stating that I did not see any change regarding my credit card and Wells Fargo stated that they do see the claim on their system and that it takes XXXX business days to resolve the claim and credit my account. On XX/XX/XXXX, I called Wells Fargo again, reaching out for any updates. They then stated that they don't see any claim on my account and transferred me to claims to create a new one. I created a new claim with a man named XXXX with case number : XXXX. XXXX stated that it was a scammer and that I will receive the result of the claim in the mail. On XX/XX/XXXX, I received a letter in the mail, stating that they were unable to honor the claim because the balance transfers will in my checking account and I " authorized '' this activity. '' I then called the night of XX/XX/XXXX and was transferred to claims. They did state there was a suspicious login from Florida and that the transfer went into my Checking Account, but it is nowhere to be seen! They admitted that the scammer has run away with the money but Wells Fargo can not do anything about it because I again " authorized the activity '' by answering the phone call and repeating a XXXX time code. I did not authorize anyone to make any cash balance transfers from my credit cards or checking accounts. I called again on XX/XX/XXXX with a woman named XXXX and XXXX, with the same result, stating that Wells Fargo can't help me with this situation and that I will have to pay the interest fees that have accumulated from a month of not paying the credit cards as well as the cash balance fees and the overall charges. They overall said that I was on my own. My credit score has greatly decreased because I thought that Wells Fargo would be able to resolve this claim. XXXX was able to resolve the claim quickly. I have already filed an official police report on this issue for legibility.

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 monetary relief