Consumer complaint received 2025-05-13 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
I am writing to seek your urgent assistance regarding a distressing situation that has significantly impacted my financial stability. 
On Wednesday, XX/XX/year>, at XXXXXXXX XXXX, I received a text from ( XXXX ) XXXX, supposedly from the Wells Fargo Fraud Department. The message inquired whether I attempted a purchase of {$1500.00} at XXXX XXXX using a credit card ending in XXXX. I responded " No I did not '' to this text at XXXXXXXX XXXX on XX/XX/XXXX. Shortly thereafter, I received another message thanking me for my confirmation and instructing me to call ( XXXX ) XXXX to speak with an online identity theft specialist. 
During the call, I informed the agent that I did not authorize the XXXX charge. He attempted to send me a verification code three times, but my phone did not receive any of them. Eventually, he stated he could access my account and proceeded to read me the last five transactions to confirm my identity. Following this, I received a lengthy text message supposedly from the U.S. Department of Justice Federal Bureau of Investigation ( see attached screenshots ).

Around the same time, I received another text asking if I authorized a withdrawal of {$3700.00}. The agent instructed me to respond Yes and No, explaining this was part of the fraud investigation. He stated that he had locked my account for my protection. 
I spoke with Agent XXXX XXXX, who identified himself as an agent for Wells Fargo Fraud Division. He informed me that certain managers or employees at the XXXX XXXX branch were conducting unauthorized transactions and asked for my assistance in a federal investigation. Specifically, he requested that I visit the bank to obtain a cashier 's check for {$5000.00}. He indicated that {$5000.00} of federal funds would be transferred into my account to cover the cashiers check. 
I was given detailed instructions, including asking the teller for their full name and, if questioned about the check 's amount, saying it was for repairs. Initially, I obtained the check in my name and left the bank. However, shortly after, he instructed me to have the check reissued in the name of another agent, XXXX XXXX. When I returned to the bank and explained my mistake, they promptly reissued the check. Afterward, my daughter and I got back into the car. XXXX wanted me to deposit the check at another bank, but it was on the verge of closing. He indicated that we would complete the task the following day, advised me to expect a call at XXXX XXXX, and instructed me to refrain from discussing the situation with anyone else. He emphasized several times that this was a federal investigation. Following our exchange, I found myself unable to access my online account despite multiple attempts. 
Once we arrived home, I received two emails from Wells Fargo notifying me of two unauthorized cash advances on my credit cards, each for {$840.00}. Concerned, I called XXXX, who assured me not to worry, attributing the transactions to fraudsters. I also received an email notification stating that my account preference had shifted to mail, locking me out of my online account entirely. 
The following day, XXXX XXXX called me again, stating that another agent, XXXX XXXX, would be reaching out from a different phone number. He instructed me to go to the bank and deposit the cashier 's check I had obtained the previous day, providing the account number for the deposit. As directed, I deposited the check and completed the transaction, with XXXX remaining on the line throughout. Afterward, he thanked me for my assistance in the investigation and assured me that he would begin the process of replacing my debit card and two credit cards, expediting the replacements at no extra charge. He mentioned that, since it was the weekend, I should expect to receive everything by Tuesday and that he would call me then. However, as half the day passed without a call, I reached out to him. He informed me that he was occupied with another case and assured me that my cards would arrive shortly. Ultimately, the cards never came, and when I attempted to call both phone numbers he had provided, they were no longer in service.

I called Wells Fargo customer service to report the incident and was told I would receive a response within 10 days. On XX/XX/year> ( see attached ), I received a denial letter stating that the investigation concluded I had benefited from the fraudulent online activity. When I spoke with representatives, I mentioned that my daughter had recorded our interactions and that we possessed receipts, yet I received no follow-up from Wells Fargo requesting this information or asking additional questions.

I inquired about an appeal process at the claims assistance center, only to be told there was none, as the banks decision was final.

This ordeal totaling {$5300.00}, which include {$3700.00} from my savings and 2 cash advance withdrawals of {$840.00} each, has been incredibly distressing, leaving me, a XXXXXXXX XXXX on a fixed income, with an emptied bank account and accumulating debt due to unauthorized cash advances. I respectfully request your immediate assistance in resolving this matter to alleviate the severe financial burden it has imposed on me. 
Thank you for your attention to this urgent issue. I look forward to your prompt response.

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