Consumer complaint received 2024-05-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
On Thursday XX/XX/year> I was the victim of a " computer virus scam '' that allowed the scammers access to my computer and my Wells Fargo account. I was told by the scammers ( posing as XXXX XXXX XXXX XXXX XXXX  ) that I needed to verify my identity by purchasing gift cards, giving them the gift card numbers so that they could follow the transactions on my Wells Fargo account. They stated that I would be reimbursed for the gift card monies after they verified my identity. I purchased a total of {$1900.00} worth of gift cards at which time they told me that I had been verified and were in the process of depositing the funds in my checking account. When I was asked to check my bank account for the deposit I saw that {$11000.00} had been deposited in my checking account at which time the scammers said that they had made a mistake with my deposit and that I needed to repay their {$10000.00} deposit mistake by purchasing {$10000.00} worth of {$500.00} XXXX gift cards to repay them. It was then that I realized that I was being scammed and called Wells Fargo Bank Fraud department. The representative named XXXX took my call and I explained to her that the scammers posing as XXXX computer virus technicians transferred {$11000.00} from my credit card account to my checking account and that they were trying to get me to pay them back the difference. I was given case XXXX XXXXXXXX and was told that Wells Fargo Fraud department would investigate the claim and that I should close my accounts and then reopen new ones to avoid access to my accounts by the scammers. Due to the transfer of the {$11000.00} to my checking account by the scammers, I incurred a transaction fee of {$590.00} to my credit card account. When I called Wells Fargo on XX/XX/year> as they requested to get updated on my case, I was told that their fraud XXXXnvestigator could find no evidence of fraud and that I was responsible for the {$590.00} transaction fee. When I tried to get an explanation from them, I was given a phone number to call to report my grievance which I did and was told that they would be in touch. They called me on XX/XX/year> around XXXX to verify some activity on my account but said that they could not help me with the transaction fee and gave me another number to call. Since it is was Saturday, I would have to wait until Monday XX/XX/year> to follow up on my claim for reimbursement to my credit card account for the {$590.00}. I do not feel as though I should be liable for the fee due to the fact that I reported the hacking of my computer, scammers getting access to my bank account files and then reporting that the scammers had made an unauthorized transfer of monies from my credit card account to my checking account. Just a case of big banks not caring about their customers and giving me the run around hoping that I would go away which I am not!!!

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 monetary relief