Consumer complaint received 2025-06-11 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: TX

Complaint narrative:
I had a similar swap fraud against me and my wifes phone number on XX/XX/XXXX ( XX/XX/XXXX ) We had a family member come over to use their phone to make claims through Wells Fargo the same day. We froze our checking/debt cards and credit card. In addition to savings accounts. Later that same day i recovered our mobile numbers through i service provider spectrum in person. And was advised that the email that was used to make the changes was XXXX. By the end of the day our checking and savings were drained down to about {$200.00} from our balance of about XXXX  XXXX. 

The next day i went to our local branch to reopen the accounts and was also advised that a wire/XXXX  transfer was also attempted but was block by Wells Fargo XXXX In total there were three claims for fraud. Two for debt transactions, one under my debt and one under my wifes. And another one for the XXXX transaction. ( Listed below ) the transaction were made through XXXX. We dont use XXXX for anything. Just Wells Fargo and another online savings account. 

XXXX : XXXX XXXX XXXX  : XXXX, XXXX Claim ending in XXXX was under my debt for {$4500.00}. And claim ending in XXXX was under my wifes debt card for {$1600.00}. 

On the XXXX ( XX/XX/XXXX ) me and my wife went to our local branch to fully open our new accounts as our checking is joint. And called to fraud department with the local banker XXXX XXXX and verified that all info needed for the claims they had. 

Fast forward to the XXXX ( XX/XX/XXXX ), we were advised that claim ending in XXXX was found to be fraudulent. And given credit and later was approved the credit that same day. But claim ending in XXXX was not. They advised that the transaction was not made in error and no credit back to the account would be made. I called Wells Fargo for an explanation, but was advised that since my info was used to make the transaction that this was not fraudulent. 

Called XXXX and created a case number with them. Called spectrum that advised that they dont keep records of any changes. Called our local non emergency number and made a police report. ( Listed below. ) Pay pal advised that the account that made the transaction was under the name XXXX XXXX ( unsure of the spelling of last name as this was done over the phone ) Police report : XXXX  - XXXX XXXX Case number : XXXX After a few days later on XX/XX/XXXX, i called XXXX again for additional info and was advised that the transaction for {$4500.00} was done by this XXXX, and was given to another person. ( Could not verify the name or entity ) And was actually cancelled, and did not go through. Was advised that I needed to give the case number to Wells Fargo for verification on this. 

Called Wells Fargo the same day and provided the case number and police number. Was advised by the rep XXXX that they would add it to the notes. And to check back in one week. Called back on XX/XX/XXXX and spoke with a XXXX and was advised the case was reopened on the XXXX and i would hear a resolution in 10 days. In addition that the other claims made will be under consideration for this resolution. 

Called Wells Fargo back on XX/XX/XXXX and was advised by rep XXXX that there was no new information. And no letter sent of any status or determination. I have as of this date ( XX/XX/XXXX ) not gotten a letter, email or letter via mail of any status. I have made notes of all our correspondence. And kept all letters and teller receipts of this as well. Please assist in any way you can.

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