Consumer complaint received 2024-08-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
WELLS FARGO XX/XX/XXXX : On XX/XX/XXXX, while driving from XXXX to LA, I stopped at a gas station with a XXXX 's. I believe that was the purchase that was compromised, marking the start of my troubles. 
After my XXXX XXXX, I got home and received a text from Wells Fargo XXXX XXXX Wells Fargo XXXX XXXX ( not sure if it was legit ) about fraudulent activity on my account. 
Shortly after, I received a call from an XXXX number claiming to be Wells Fargo, stating there was fraud. I was suspicious, so I immediately hung up and called the real Wells Fargo, suspecting the call was from scammers. I told them to immediately FREEZE AND CLOSE ALL OF MY ACCOUNTS IMMEDIATELY. They said they would. At this point, I assumed my accounts were closed, and I know they were, because I could not access anything anymore or see anything on my online accounts. They said they would re-open them in XXXX days, so I waited. 

I have a screenshot of proof that I called Wells Fargo on XX/XX/XXXX to shut down all my accounts due to fraud. I finally received confirmation that my accounts were closed on XXXX the next day after I had called to have everything frozen and closed. 

XX/XX/XXXX : After this, I assumed the issue was resolved, but it wasn't. I couldn't see my accounts online after the XXXX days they said it would take to re-open them. Seeing no updates, I called Wells Fargo again to figure out what was going on. 

On this call, the woman on the phone had no idea how to help me. She said I'd have to visit a Wells Fargo branch to fix the issue because they had no idea why I couldn't access my accounts and if I was refunded for the stolen money. So, I went to the Wells Fargo at XXXX XXXX XXXX in XXXX XXXX. I was there from XXXX am to XXXX pm. XXXX wasted half my day with nonsense before I was transferred to XXXX XXXX XXXX ( XXXX # : XXXX ). XXXX got my accounts up, and informed me that money HAD BEEN TAKEN OUT AFTER I CLOSED THE ACCOUNTS. Additionally, there was no claim filed! So, I went through each transaction needing a refund with XXXX, and he submitted it. Now, I'm waiting to get my money back. I assume everything has finally been solved but IT WAS NOT. 

XXXX at the branch submits the claim. I wait a few days, but nothing happens. 

XX/XX/XXXX : I still have not been refunded for the thousands of missing dollars from the scammers so I call on XX/XX/XXXX to ask about my money. I talk to a man in the fraud department and he says that I will not be refunded for the fraud as he believed that I authorized the transactions. This is beyond false. Not sure why after the accounts were closed on the XXXX that Wells Fargo allowed that money to be taken out of a closed account- which shows happened on the XXXX A DAY AFTER I CLOSED THE ACCOUNTS. I certainly did not authorize this, I called immediately to freeze and close all my accounts. After multiple attempts to solve this, I am being blamed for the fraud. Why is Wells Fargo not releasing my own money. I am extremely upset. Ive been waiting for thousands of dollars for XXXX weeks and now and Wells Fargo is blaming me for the missing money. I believe Wells Fargo is the XXXX scamming me. 

Since then they have closed my case, because they think I authorized the fraud. But it was in fact Wells Fargo the frauded me. I hope you guys can help.

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 non-monetary relief