Consumer complaint received 2026-04-29 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/year>, I received a call that appeared on my caller ID as Wells Fargo using the banks actual published phone number. The caller claimed to be from Wells Fargos Cybersecurity/Fraud Department and stated that fraudulent activity had been detected on my accounts. The caller demonstrated full access to my Wells Fargo accounts, including : My account numbers The exact balances in each account The types of accounts I held Because they had this internal information and were calling from a spoofed Wells Fargo number, I believed I was speaking with the legitimate fraud department. The caller told me they were placing holds and adding security layers to my accounts and instructed me not to log in for 23 days while they conducted an investigation. They called me multiple times over the next two days, each time claiming to be performing additional security steps. On XX/XX/year>, I received an email from Wells Fargo stating that a {$3200.00} cash advance transfer had been initiated from my credit card. I immediately called Wells Fargos credit card customer service to report that I did not authorize this transaction. At that point, Wells Fargo informed me that I had likely been the victim of a scam. When I attempted to access my accounts, I discovered that approximately {$13000.00} had been withdrawn or transferred without my authorization. Wells Fargo closed my accounts and issued new ones. I filed multiple fraud claims and a police report. Evidence Wells Fargo Failed to Consider During my own followup investigation, I contacted XXXX XXXX and learned that : {$10000.00} of the stolen funds were transferred through XXXX XXXX The funds were withdrawn using a debit card ending in XXXX The debit card was issued by XXXX XXXX This is critical information identifying the receiving financial institution and the instrument used by the criminal. Wells Fargo did not contact XXXX XXXX or XXXX XXXX, nor did they request or review this information. Despite the fraudster having internal account details, spoofing XXXX XXXX caller ID, and instructing me not to log in ( a known tactic in advanced socialengineering scams ), Wells Fargo denied my claims and stated the case was closed without providing a meaningful explanation. Why I Believe Wells Fargos Denial Was Improper The fraudster had access to confidential account information that only Wells Fargo XXXX should have. Caller ID spoofing made the call appear to come from XXXX XXXX official number. I was explicitly instructed not to log in, preventing me from seeing the fraudulent activity. XXXX XXXX provided evidence identifying the receiving debit card and bank ( XXXX Bank ). Wells Fargo did not investigate the receiving bank, even though this is standard procedure in unauthorized transfer cases. I filed a police report immediately and have been a Wells Fargo customer for nearly 30 years with no history of disputes or fraud. The denial letter did not address any of the evidence I provided or explain how the fraudster accessed my account information. This was not a case of customer error. This was a security breach and unauthorized access, and Wells Fargo failed to conduct a complete or reasonable investigation as required under Regulation E and other consumer protection laws. Requested Resolution I am requesting that the CFPB require Wells Fargo to : Reopen and properly investigate my fraud claims Review the evidence from Cash App regarding the receiving debit card ending in XXXX Contact Stride Bank regarding the fraudulent withdrawals Provide a full explanation of how the fraudster accessed my account information Reimburse the stolen funds totaling approximately {$13000.00} I am also requesting that Wells Fargo provide copies of their internal investigation notes and the basis for their denial.

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