Consumer complaint received 2024-08-13 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On XX/XX/year> I received a call from a verified Wells Fargo number, I made sure to check twice whether that number was the one on the back of my card and it was. They called me claiming that sometime in the night someone had used my account number to make a zelle account, they also asked whether I had recently made an XXXX purchase because that could have led to someone getting my information and even whether I had received a code detailing the new zelle account and the transfer of money which was made. They told me that I had to move quickly and that they would transfer me to a department that specializes in zelle in order to secure my money before it would be taken from my account, they even made me write down a case number to have ready for the next representative. Everything sounded very legitimate up to this point and they spoke to me exactly how a Wells Fargo representative would and Wells Fargo had not alerted me of the potential for a scam involving the use of their number which led me to trust them. A representative then manipulated me into putting down their number into XXXX, which I was very confused about but also so scared I would lose my money because I had some important payments coming up so I did it. At one point we got disconnected and I began to worry about whether this was real so I pressed the number to call back and it called the verified Wells Fargo number which further allowed me to trust them and led me to answer a call back from what seemed to be like an extension that was also verified. After answering this call they reminded me of what I had to do and gave me no time to think. In the moment I pressed the send money button after inputting the amount they asked for, {$990.00} I was filled with regret as I realized what just happened and asked to speak to a supervisor and then was hung up on. I immediately called Wells Fargo but typed in the number directly into the phone and I hoped that they would do something for me, but although there was much sympathy im not sure if they addressed this situation as quickly as they could. I later called back a couple of times ( once every week except for last week ). I called the Wells Fargo customer service department where I was informed that my claim had been denied, I received no communication of this and wouldnt have learned unless I called. I then called their XXXX fraud department and they told me they were in talks with the scammers financial institution to get my money back but I have received zero communication outside of the phone calls, where all they told me was just keep an eye on your account, if we get your money back it will be put into your account immediately. I am XXXX XXXX XXXX and have a lot of important payments to make soon and I have tried everything I can think of to get this money back which I was going to use on a surgical procedure for my dog, Wells Fargo has not informed me through any sort of communication that they are still trying to get my money back, through this entire process I have had to chase after them and Im not sure they are working as hard as they claim.

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