Consumer complaint received 2024-07-23 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX my phone and my emails were hacked, I woke up to email notifications on my phone going off like crazy then suddenly I see a push notification from my bank Wells Fargo that I had successfully added someone and a wire transfer was made for {$8700.00} which of course I did not make and did not authorize. I immediately tried calling my husband to verify he hadnt done this transaction but the call wouldnt go through. I tried calling the bank and the call still wasnt going through, so I asked my brother who was visiting to lend me his phone to call the bank. I called and they told me they were going to send me a verification code to my phone to verify me but I never received it, then I got another notification saying that were was another wire transaction made to the same person for {$5800.00} but I wasnt able to make calls or receive calls or messages. So because of this the fraud department of the bank told me to go into the bank and have them verify me and they would call them to take care of the matter. The bank did a lost/ stolen account transfer for my checking account and submitted a request to have the funds returned and gave me a claim number and told me to wait XXXX business days to get a resolution response, of course I called before to check on the status of my claim but they told me I had to wait until the XXXX business days to get any information because the investigation was still pending. So then I called back after the XXXX business days and they still couldnt give me any information about the case because it hadnt been resolved. Once the exact XXXX week mark hit, which was on XX/XX/year> there was a returned amount of {$1600.00} out of {$14000.00} stolen. I then called the investigator again on that day and she called me back on Friday XX/XX/year> to get an explanation of the very small amount returned to me. She then told me that because the investigation shows that the transaction was made using the verification code the bank sent to the phone number on file which was mine they denied my claim and closed the case. Even though I had explained to the investigator and the fraud department that my phone had been hacked. I called the phone company XXXX XXXX because I wasnt able to make calls or text messages or receive them and they told me that my sim was changed to an ESIM, which I had no idea of, I told her I hadnt made that change and requested a new SIM so then I had to wait an additional XXXX business days to receive that XXXX in the mail. This I had also told the investigator  on my case, so she said the only way to reopen my case was to request a letter head from XXXX XXXX the phone company stating my name, phone number, account number and stating that my XXXX card had been hacked, so I called XXXX XXXX and requested that but the supervisor I spoke to told me that because they are a prepaid phone company they dont send out letters, but was able to speak to someone at the claims department to verbally confirm the information they required, but the person I spoke to in claims department was rude and was not willing to speak to the supervisor at XXXX XXXX and only wanted to speak to me about the matter. The supervisor from the phone company then hung up and this agent from Wells Fargo very rudely just told me that when wire transfers happen it pretty much a done deal. I asked him to have the investigator in my case to call me back and he just said, she might still call me back and I never received a call back that day or the next. I called back again today and it turns out he never submitted the request on top of being very rude and inconsiderate. At this point Im just looking into getting a lawyer because I feel everyone is just giving me the runaround.

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