Consumer complaint received 2024-07-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
These are communications I've had with Wells Fargo ConsumerCreditLineOfBusinessComplaints XXXX XXXX, XXXX, XXXX Wells Fargo XXXX number : XXXX Account number ending in : XXXX Dear XXXX XXXX XXXX Thank you for sharing your concerns with us. We know this needs XXXX XXXX XXXX XXXX Attachments XX/XX/XXXX, XXXX to ConsumerCreditLineOfBusinessComplaints I don't understand what is so hard to understand once more for the record this is what happened on XX/XX/XXXX and has been ongoing since then : On XX/XX/XXXX I called XXXX XXXX because a deposit from XXXX Bank XXXX on my checking account statement. I was curious what it was so I got the XXXX support number off the internet. 

The tech at XXXX support indicated that my IP address was hacked and that it was being used by over XXXX hackers. 

She stated that if I allowed her access to my computer that she would be able to help. I allowed her to have access and she began creating bogus accounts and asking me to transfer money to those account and then she returned the monies back to my account. At XXXX point she had me XXXX money to my granddaughter and then have my granddaughter return the money to me. I was overwhelmed and not quite understanding what was happening. Then I noticed that the XXXX support tech had transferred a {$5000.00} cash advance available to me from the XXXX credit card I have with Wells Fargo into my checking account. At that point Istopped talking to the XXXX person because I knew that the advance was going to cost me money. 

I immediately called Wells Fargo, explained to them in detail what had just happened. They told me that once the {$5000.00} was reversed and it showed on my statement that they would waive the fee. A few days later I called Wells Fargo because {$250.00} was being charged as a cash adv fee. I explained that they had indicated to me that it would be waived. They said they would take care of it. I've kept an eye out to see that this was done. I was given Case # XXXX When I called again on XX/XX/XXXX, I was passed from dept to dept. Finally the XXXX dept said that my accounts had all been compromised because I gave XXXX support access and that all my accounts had to be closed and reopened. 

Today XX/XX/XXXX I look at the new credit card statement and noticed that not only is the {$250.00} advance fee still there but they have charged me {$120.00} interest on that advance. I'm attaching a copy of my credit card statement you will see that the cash advance of {$5000.00} appears on XX/XX/XXXX as does the {$250.00} cash advance fee but if you look you will also see that {$5000.00} was paid back on XX/XX/XXXX Attached is a screenshot of my credit card statement you can see {$5000.00} going out {$250.00} cash advance fee {$5000.00} being returned perhaps it should have been handled a different way but I was told the fee was going to be waived and on XX/XX/XXXX you charged me interest on that {$5000.00} that was returned PLEASE FIX THIS XXXX attachment Scanned by XXXX XX/XX/XXXX email XXXX XXXX XXXX ( XXXX minutes ago ) to ConsumerCreditLineOfBusinessComplaints I received a phone call telling me that all monies would be credited to my account and that it would take a couple of statement cycles Why was I charged {$130.00} on XX/XX/XXXX for interest on Cash Advance if this issue has been resolved I want something in writing NO MORE VERBAL Fix THIS

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