Consumer complaint received 2026-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
I dispute XXXX XXXX conclusion and request full reconsideration of my fraud claim. Your response fails to address a critical issue. The fraud began with a phone call from a Wells Fargo phone number. On XX/XX/year>, I received a call which displayed a Wells Fargo number. The caller presented himself as a Wells Fargo representative and stated my account faced fraudulent activity. The caller already possessed information about my accounts and used language consistent with Wells Fargo fraud alerts. Based on the displayed Wells Fargo number and the callers knowledge of my accounts, I believed I spoke with a legitimate Wells Fargo employee. While on the phone, the individual instructed me through several actions. During this time, a credit card cash advance occurred, funds moved between my Wells Fargo accounts, and large transfers followed. These transactions totaled {$18000.00}. The fraudster also altered transfer limits on my account. These actions occurred while I remained on the phone with the individual who contacted me from a Wells Fargo number. Wells Fargo now claims I received the benefit of the funds because money moved between accounts in my name. This conclusion ignores the core issue. The transactions occurred under the direction of a person who contacted me from a Wells Fargo number and represented himself as Wells Fargo fraud prevention. I did not initiate this contact. The contact originated from what appeared to be Wells Fargo. Wells Fargo also sent an email alert during the incident. I did not see this alert because I remained on the phone with the individual impersonating Wells Fargo at that exact time. Wells Fargo allowed the transactions to proceed even though your systems detected unusual activity. Wells Fargo publicly states the bank uses advanced fraud monitoring, risk evaluation, and real time systems designed to detect unusual activity and block suspicious transactions. This incident involved a large credit card cash advance, rapid internal transfers, and changes to transfer limits. These actions occurred within minutes. Your systems should have flagged and stopped these events. Your decision letter also fails to address the possibility of internal compromise or spoofing involving a Wells Fargo phone number. A call originating from or appearing to originate from a Wells Fargo number carries significant authority with customers. When a customer receives such a call and the caller demonstrates knowledge of account details, the customer reasonably believes the communication comes from the bank. Wells Fargo has also failed to acknowledge that my account security was compromised. The fraudster accessed my accounts, changed transfer limits, advanced funds from a credit card, and moved money while impersonating Wells Fargo. These actions represent unauthorized account access and social engineering conducted through a Wells Fargo phone number. Your conclusion focuses only on the location of the funds after the transactions. It does not address the fraudulent method used to gain access and initiate those transactions. I request Wells Fargo reopen the investigation and review the following issues : The incoming phone call which displayed a Wells Fargo phone number Call records tied to Wells Fargo fraud or customer service lines System logs showing changes to transfer limits on my account Login locations, IP addresses, and authentication events during the incident The rapid sequence of credit card cash advance and internal transfers Why Wells Fargo fraud monitoring systems failed to block these transactions This case involves impersonation using a Wells Fargo phone number and unauthorized manipulation of my accounts. The investigation must address how this occurred. I request Wells Fargo reopen the claim and conduct a full fraud investigation. I also request written explanation addressing the phone call from a Wells Fargo number and the failure of fraud controls during this incident.

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