Consumer complaint received 2025-08-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
On the afternoon of XX/XX/year> I received a call from the wells fargo customer service line, as listed online and on debit card, claiming that there was suspicious charges on my account. These bad actors had access to my account information, transactions, debit card number, as well as access to wells fargos text communication line that I have been receiving texts from for years. They then told me that there was a personal loan added to my account, and if I did not want to be held liable and it affect my credit, I would need to rebalance the account. Wells Frago recently has gone into a partnership with XXXX XXXX and they said I would need to make payments through cash app to rebalance my account. All while this is going on I am getting texts from the same wells fargo number that i have been for years, as there whole security network was hacked. I made the payments totaling {$18000.00} and then the phone hung up. I then immediately re called the same wells fargo number, realizing what had happened and immediately started a claim. Wells Fargo said they would close my checking account which would cease the cash app transactions from transferring over. This then started a process of a back and forth with wells fargo that was frustrating and unprofessional. They first said they would reach out to obtain more information, they never did. We then went into a local branch to speak with a premier banker, XXXX XXXX, at the XXXX Virginia branch, who got the fruad department on the line, they acknowledged the fraud and then closed my checking account opened a new one, the funds were reimbursed and transferred over, and we were told they would be available in XXXX hours. The next day I logged in to my account to find that the fraudulent charges, that have already been acknowledged as fraud were transferred over to the new checking account. I then again called the fraud and claims department and they apologized, said they would escalate the issue, and someone would reach out to me for more information, and again nothing. We received a letter without getting a call or an email from wells fargo for more information that our claim has been denied with the information given. My mother ( who is the main account owner ) and I then went back into the branch again to speak with XXXX and get fraud/claims back on the line. We then explained our situation again, XXXX stated to the woman on the phone this was fraud and these charges need to be reversed and we have to protect our customers. The lady on the line then said we can't do that. XXXX says hold on, so you're saying we can't protect our customers against fraud? The woman on the phone says " no, we can not '', at which point XXXX is baffled and we are all very confused and frustrated. How can a bank operate and not be able to protect it's customers. The woman then asks XXXX if he actually works for wells fargo?? It was so unprofessional and distasteful. Then were told for a THIRD time we will be reached out to obtain more information and again nothing. Needless to say we were just being thrown around without anyone actually caring to do the work.

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