Consumer complaint received 2024-12-23 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
XX/XX/XXXX Thursday I received a text/call from someone claiming to be Wells Fargo . They said there was a suspicious charge on my account and only asked me for the last 4 of my social security #, as Wells Fargo always does. The person on the phone knew exactly what to do and went into my wire transfers, which I have NEVER done in 33 years of business with Wells Fargo and did a wire transfer, stating he was putting the money back into my account, as there was a transfer pending. I did not receive anything from Wells Fargo until after the transfer was done that afternoon, around XXXX EST stating 'if you didn't sign up for this service or if you suspect fraud, contact us, which I did. I have the email and screen shot of this as well. I called on Wells Fargo and let them know everything and they took down the information and said a 10-day investigation would happen, but I could call for updates. So, on Friday the XXXX, I had to call all my bills and stop auto payments, as my account, per my request, had been frozen, so nothing else would go thru. I have asked for information about wire transfers and no one has sent me anything, until I got the rejection/closed claim letter on XX/XX/XXXX, dated XX/XX/XXXX ( not 10 business days, only 5 business days ) and stating my case was closed and I was responsible. I didn't do the transfer. Someone who had access to my account, did the transfer. Going back to XX/XX/XXXX there was suspicious activity on my account, and I was given a new debit card. But I find it odd that 27 days later, this all happened. After doing much research on my own, I found that in the Wells Fargo agreement, it states 'For your security, each wire goes through an internal review before it gets sent. We may contact you to verify the payment, which could delay its delivery ' No one every contacted me. It was thru within an hour! Also, I did research, the online access agreement, which was stated in my declined/closed case letter, was updated/version effective XX/XX/XXXX, 9 days before this happened and no one sent anything or reached out. 
It also states for Security Procedure, 8. ( b ) online, that they 'verify the authenticity of your order initiated on the website from your wires funding eligible account ' and also states 'we may require you to answer security questions and one-time passcodes ' and 'to verify the authenticity of an order delivered to us in your name ' I filed a police report on XX/XX/XXXX with XXXX XXXX, badge # XXXX XXXX report # XXXX and the number for the precinct # is XXXX. In the past 18 days, I have called Wells Fargo Fraud Dept. numerous times and have spoken to people, getting the run around, telling me the manager XXXX would call me back and has yet to do so. 

I have had to use my credit card the past 2.5 weeks to pay for things, as I have lost {$12000.00}. As a single parent, this is extremely hard. I lost all my savings ; Wells Fargo has a fraud unit for a reason and insurance to assist in these circumstances. I spoke to a representative on XX/XX/XXXX named XXXX and he told me that my case was still being investigated, and I would know something soon. However, he already knew my case was closed, as I received the letter on the XXXX, dated XX/XX/XXXX so he lied to me about my case still being opened. During other calls, I was hung up, treated rudely, especially on XX/XX/XXXX @ XXXX and the lady XXXX hung up on me. I called right back and spoke with someone named XXXX and he said the manager XXXX would call me back within 24-48 and still, no call back as of XX/XX/XXXX @ XXXX. I even called them with information about the # that called me stating they were Wells Fargo with the number and who it belonged to. 

I never enrolled in wire transfer, never in 33 years, since I have been with Wells Fargo, did a wire transfer and they allowed this to go thru, without confirming with me.

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