Consumer complaint received 2026-04-21 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
I am filing this complaint regarding Wells Fargos handling of a fraud/sccamclaim arising from a spoofing/impersonation scam. On XX/XX/year>, I received a call from a XXXX XXXX number from individuals claiming to be Wells Fargos fraud/claims department. I was told that my account was actively being hacked and that XXXX transactions were being sent from my account. When I questioned whether the contact was legitimate, I received text messages that appeared in my real Wells Fargo text thread. Because the messages tracked in the legitimate Wells Fargo thread, I reasonably believed I was communicating with Wells Fargo during an active fraud event. Acting under panic and deception, and believing I was protecting my funds, I followed instructions given by the callers. I later learned that the callers were the scammers themselves. My personal email and bank accounts were compromised, and I suffered financial loss. Wells Fargo later sent me a denial letter dated XX/XX/year>, stating that my fraud claim regarding online activity totaling {$2400.00} was denied because the activity was made through a secure online banking session by me or someone who had my authority, and that they found no indicators of fraud. I dispute Wells Fargos conclusion. The fact that activity occurred through what Wells Fargo calls a secure online banking session does not change the fact that I was deceived by individuals impersonating Wells Fargo and communicating through messages that appeared in Wells Fargos legitimate text thread. Any actions I took were induced by fraud, I was defrauded. I did not knowingly authorize criminals to take my money. My concerns are : XXXX. Wells Fargo denied the claim by treating fraud/scam induced activity as if it were meaningfully authorized. XXXX. Wells Fargos customer-facing communications were apparently vulnerable to spoofing in a way that made the scam appear legitimate. XXXX. Wells Fargos denial does not appear to account for the surrounding facts showing impersonation, deception, panic, and unauthorized loss. XXXX. I have been forced to spend significant time and effort trying to recover from both the scam itself and Wells Fargos refusal to honor the claim. I am requesting that Wells Fargo : reopen and escalate my claim, provide all documents and records relied upon in denying the claim, explain exactly what transactions are included in the {$2400.00} figure and whether additional disputed transactions remain unresolved, conduct a full review of the evidence I can provide, including call logs, text message screenshots, transaction records, and my police report. I am also requesting regulatory review of whether Wells Fargo properly handled this claim and properly evaluated whether this loss resulted from fraud and impersonation rather than meaningful authorization.

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