Consumer complaint received 2026-06-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am filing this complaint regarding an imposter scam involving XXXX and Wells Fargo that occurred during an emergency custodial situation involving my sons arrest in XXXX XXXX, Georgia. On XX/XX/year>, my son was XXXX and taken into custody. During the arrest process, the arresting officer informed our family that someone would contact us regarding the bond and release process. Between approximately XXXX XXXX and XXXX XXXX, my wife received a phone call from an individual claiming to be associated with the jail or bond process. The caller stated that we had only two options : either pay the bond immediately or wait until Monday when court resumed. The caller repeatedly used urgency and pressure to force a quick decision. When we attempted to verify the caller 's identity, we were told that it was too early in the morning and no one would answer the phone at the jail or offices to confirm the information. When I stated that I preferred to come to the jail and pay in person, I was told that the lobby was closed and that immediate payment was required to secure release. Shortly thereafter, at approximately XXXX XXXX, I received an email from [ XXXX ] ( mailto : XXXX ) containing accurate information regarding my son 's arrest, including his name , county, charges, and a bond amount of {$2800.00}. Because the arrest had actually occurred, because we had already received a phone call regarding the release process, and because the arresting officer had stated someone would contact us, I reasonably believed the communication was legitimate. Under those circumstances I sent a XXXX payment of {$2800.00} to XXXX XXXX using phone number XXXX. Later that morning, after speaking directly with jail personnel, I was informed that I had been the victim of a scam. The officer immediately recognized the fraud pattern and advised me that the payment was not part of the official bond process. At approximately XXXX XXXX on XX/XX/year>, I immediately contacted Wells Fargo Fraud and reported the incident. Wells Fargo assigned fraud case number XXXX. What concerns me most is that I reported the fraud within hours of discovering it. My records indicate that the actual transaction was not completed until XX/XX/year>. I am requesting that Wells Fargo explain what actions were taken after receiving my fraud report and whether any effort was made to stop, recall, flag, or freeze the transaction before completion. This was not a simple mistaken payment. This was an imposter scam involving criminal impersonation of a bond and inmate release process using accurate arrest information and fear-based tactics during an emergency custodial event. The scammers possessed detailed arrest information that made the fraud appear legitimate. I am requesting : 1. A full investigation of this transaction. 2. A written explanation of Wells Fargo 's actions after receiving my fraud report on XX/XX/year>. 3. A determination of whether the recipient account had prior fraud reports. 4. A review of whether Wells Fargo and XXXX followed appropriate consumer protection procedures after receiving notice of the fraud. 5. Any relief available under applicable consumer protection laws and regulations. I am also submitting this complaint because I believe this type of scam poses a significant public safety risk to families dealing with arrests and bond situations.

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