Consumer complaint received 2025-08-12 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
I am writing to urgently report a devastating incident involving my bank account with Wells Fargo, which has resulted in a loss of {$9800.00} due to a sophisticated scam. I hope this message highlights the severity of the situation and prompts immediate action. 

On Tuesday, XX/XX/2025, I received an alert indicating an unauthorized transaction on my account. Upon investigation, I discovered recurring charges from XXXX over the past few monthscharges I did not authorize. In an effort to protect my account, I responded promptly to the text message warning me about the suspicious activity, requesting that my account be restricted. The response I received confirmed that my account would indeed be restricted. 

The following day, XX/XX/XXXX, I visited a local nail salon, completely unaware that my card had been restricted. Later that day, I contacted Wells Fargo to update my account with a new card for XXXX XXXX, which the representative successfully processed. 

However, on XX/XX/XXXX, at XXXX XXXX, I received a text message asking me to confirm or deny a new charge of {$2700.00}. Due to my busy schedule at work, I was unable to respond immediately. A few minutes later, I was contacted by Wells Fargo, where I was asked to verify the last three charges on my accounts. Trusting the bank 's safeguards, I confirmed the charges. 

Shortly after, I received another call from the same number, during which a supposed Wells Fargo supervisor from the fraud department informed me that my online banking had been accessed via an XXXX XXXX in Texas. I explicitly stated that I have my physical card and have not shared my login credentials or authorized any third-party access. Despite my clear assertions, the representative asked whether I had authorized anyone to access my accountan assertion I firmly deny. 

What is most troubling is that Wells Fargo is fully aware that their legitimate contact number is being exploited by scammers, yet they refuse to take accountability or provide meaningful assistance to resolve this issue. This negligence has directly facilitated this scam, allowing the criminals to drain my account without proper intervention or support. 

I am requesting an immediate investigation into this matter, a full refund of the stolen funds, and reassurance that such breaches will be addressed to prevent future losses. I am also seeking transparency regarding how this scam was allowed to occur despite Wells Fargos supposed security measures.

This incident has caused significant financial and emotional distress, and I expect prompt action from your team to rectify this grave situation. 

Wells Fargo is fully aware that their legitimate numbers are being exploited to scam their customers, yet they have failed to handle this situation ethically or responsibly. Despite having all the facts and proof of my case, they dismiss my claim, simply because the money was sent through XXXX XXXX and Ive previously used XXXX XXXX, which they automatically deem as an " authorized merchant. '' This reasoning is flawed and dismissive, showing a clear lack of accountability and concern for customer protection. I do not feel my money or I am adequately protected under their current policies, and their refusal to take responsibility or provide meaningful assistance leaves me feeling betrayed and vulnerable to ongoing fraud. 

Sincerely, 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