Consumer complaint received 2025-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am filing a second complaint because the first complaint was not resolved by Wells Fargo. Perhaps I did not make myself clear so I am attempting once again to state the facts so that Wells Fargo can understand my claim and respond accordingly. The facts of this complaint are the same as complaint XXXX ( See attachment ). 
Wells Fargo denied my claim, outlined in the referenced complaint, however Wells Fargo was not responsive to vital elements of the complaint as follows : XXXX. The monetary withdrawal of {$17000.00} was made by me, from my account, and then deposited by me, to an account that had been set up by someone representing themselves as wells fargo. I was doing as instructed by the person representing themselves as Wells Fargo because I received the caller who identified himself as Wells Fargo sent me text messages from the Wells Fargo XXXX digit code XXXX, as code that is a Wells Fargo specific code. This code can only be generated by Wells Fargo. This code is the same code that Wells Fargo has sent me on numerous occasions with the same message : " Wells Fargo will never call or text you for this code. DON'T share it. Enter XXXX XXXX code.... As such, it was apparent to me that the call was legit. I have asked numerous managers at Wells Fargo regarding this single issue, and they have all stated that no one other than Wells Fargo can send a text with the XXXX digit code XXXX. In Wells Fargo 's response to complaint XXXX, they were unresponsive to this portion of my claim. If I had not gotten the XXXX digit texts from Wells Fargo on XX/XX/year> at XXXXXXXX XXXX and XXXXXXXX XXXX, I would not have gone to the bank and made the withdrawal then deposit into an account set up by the caller ( See attachment ). 
XXXX. The money was traced to an account in XXXX, Florida. I made Wells Fargo aware of this and provided XXXX, the person at Wells Fargo working the investigation ( if you can call it that ) with Detective XXXX XXXX 's contact information ( Detective XXXX has been working on the case - Case ID XXXX ). I followed up with XXXX to see if she had reached out to XXXX XXXX and she stated that it was not her job to contact XXXX XXXX but that he could contact her. XXXX XXXX stated that a subpoena was issued to Wells Fargo on XXXX. According to my last correspondence with XXXX XXXX ( XX/XX/year> ), Wells Fargo had not received a response to the subpoena nor had they provided any information to XXXX XXXX. By not providing necessary information to the Police Department handling this case, Wells Fargo is impeading the ability to resolve this case. 
XXXX. It is clear to me that only Wells Fargo, or someone associated with a Wells Fargo employee, had access to the XXXX digit text codes, my username, my bank number, the exact amount in my account directly resulting in the theft of {$17000.00} from my account. 
XXXX. I will not accept that Wells Fargo has resolved this claim until all of the above issues are addressed and answered by Wells Fargo.

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