Consumer complaint received 2026-01-26 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
On Friday, XX/XX/XXXX, I received a text message asking whether I had authorized a charge from my Wells Fargo checking account. I replied No. Immediately afterward, I received a phone call that appeared on my caller ID as Wells Fargo.

The caller identified themselves as part of the Wells Fargo Fraud Department and instructed me to verify my identity by answering yesorno questions only, specifically regarding recent transactions on my checking and savings accounts. At no point did I provide login credentials, verification codes, or any personal security information.

The caller claimed that two Wells Fargo branches near my residence were under investigation for fraudulent activity, identity theft, and unauthorized withdrawals, allegedly targeting customers who seldom visit branch locations. The call continued for approximately XXXX XXXX  before the caller said an FBI representative had joined the line to verify the ongoing investigation. 
The callers proceeded to name individuals they claimed were Wells Fargo employees at the local branches and insisted that I needed to participate in an operation to catch the employees supposedly stealing customer information. The conversation became increasingly intense and coercive. 
After approximately an hour, I was ordered XXXX XXXX to the nearest Wells Fargo branch and remain on the phone without hanging up. At the drivethru, I was instructed to confirm that my debit card was locked, which it was. The caller then stated that {$27000.00} would be deposited into my savings account as part of their supposed internal investigation into fraudulent employees. 
I was instructed to request a cashiers check for the same amount from my savings account. The caller said that if the teller needed to override the transaction, it would indicate employee involvement in the alleged fraud. I was then told to deposit the cashiers check into an account named XXXXXXXX XXXX XXXX 
Afterward, the fraudsters instructed me to destroy any notes I had taken. They kept me on the phone until after branch hours. When I realized I had been deceived, I immediately contacted Wells Fargo XXXX to report the incident and request a stop payment on the cashiers check. I was told that because the transaction occurred at a branch, only the branch could take action. 
I contacted the sheriffs office that same evening and filed a report, receiving an incident number. 

XX/XX/XXXX Branch Visit I returned to the branch and explained what occurred, again requesting a hold or stop on the cashiers check. The branch XXXX told me that XXXX stated they could only flag the accountnot place a hold or stop paymenteven though XXXX XXXX allows for holds when fraud is suspected. I received only a fraud/complaint number, XXXX, and was informed that the fraud department XXXX XXXX me. I never received a call, and phone agents could not view the ticket because it was created inbranch. 

XX/XX/XXXX Attempt to XXXX XXXX I scheduled an appointment with a banker to request an update and again attempt to place a hold or stop on the cashiers check. That morning, a sheriffs detective informed me that a subpoena for bank records had been submitted, and a XXXX was being initiated due to the amount and the nature of the fraud. I also learned that I had not signed either the withdrawal or deposit slips. 
I provided the branch with an original copy of the police report. Because the XX/XX/XXXX ticket could not be viewed by the branch, a second fraud request, XXXX, was submitted. 
Despite repeated attempts, I still received no communication from Wells Fargo, and the fraud line continued to tell me they could not access inbranch fraud cases. 

XX/XX/XXXX XXXX XXXX XXXX XXXX The branch XXXX informed me that a stop could not be placed because the cashiers check was not lost or stolen, and that fraud was not listed as an option on the stop form. I was also told that branches were no longer allowed to place holds on accounts. 
The XXXX called the fraud line, which stated that the matter had been sent to an escalation team, but no escalation ticket could be confirmed. The XXXX then created an XXXX XXXX customer ticket to request urgent escalation. 

XX/XX/XXXX Wells Fargo XXXX I received a call from Wells Fargo stating : I would need to resolve the matter directly with XXXX XXXX XXXX. 
Wells Fargo could not retrieve or block the funds. 
The scam was considered a spoof call, but not grounds to stop a cashiers check because the check was not lost or stolen. 

I reiterated that XXXX XXXX XXXX is a fraudulent account, and that Wells Fargo XXXX had already received a subpoena from law enforcement, with confirmation acknowledged by the sheriffs office. 

Summary of Issues Since XX/XX/XXXX, I have repeatedly requested that Wells Fargo place a hold or stop payment on the cashiers check to prevent funds from leaving the fraudulent XXXX XXXX  account. Wells Fargo chose only to flag the account instead of placing a holda decision that directly prevented the recovery of funds.

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