Consumer complaint received 2024-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
I was victim of a fraud through a person calling from a verified Wells Fargo customer service phone number who was also able to send me me six digit security codes from a verified Wells Fargo number on Friday, XX/XX/year>. I was in a hospital waiting for a check when this call came in from Wells Fargo - my cell phone history will verify this. I have previously also received legitimate calls from Wells Fargo on this same number so had no reason to be suspicious of this caller. They posed as a customer service rep calling from fraud team at WF and said they were trying to verify a couple of unauthorized transactions from both my personal checking and business accounts at WF. They were able to see all my information and my bank account numbers further leading me to believe they were genuinely from WF. They said they needed to close both my accounts to stop future unauthorized transactions as it was clear that they had my user id and pass word even though I have not shared these with anyone. They proceeded to act as if they were helping me open two new bank accounts at WF and transferring money from old back account which is the point where the next set of fraudulent transactions occurred- they were able to create a false payee online while I was on phone with them and were able to trigger six disgust codes again making it look from the existing Wells Fargo Acc history and then proceeded to drain both my bank accounts. My business account was drained of {$660.00} barely leaving me any money and I could not even stop them as they were able to create this online transaction without help from me! They also transferred out {$5200.00} and change out of my personal checking account leaving barely {$20.00} in my account. After the call abruptly terminated I got suspicious and rushed to the closest WF branch as soon as I was released from the hospital an hour later. I reported the calls and showed the branch contact the series of phone calls and security codes that were sent to me and asked them if they could see the two new bank accounts- this is when they verified a fraud and online scam had occurred and that I needed to immediately call their fraud dept and report both to have these mini transfer reversed. Then they proceeded to open two new bank accounts for me and verified with the fraud depart on the phone of these issues. I attempted several follow up calls after only one phone call was received from WF telling me last week that they were still attempting to have XXXX XXXX XXXX XXXX reverse my fund transfers as it seems that this person was able to create a fake payee even though the payee online showed my name and these funds had been fraudulently transferred to XXXX XXXX XXXX bank. finally today I got through their ACH department who then transferred to me to a different online fraud team and they said they declined both claims!! At which point I filed a formal complaint against WF and they came me a third claim number! This is after their own systems and client information seems to have been compromised and it feels as if they are hiding that from me. They are refusing to reimburse the funds lost from both by accounts which in turn had created a serious financial hardship for me as I am unable to pay my bills! Im very frustrated with this stonewalling by Wells Fargo and can not believe they are refusing to reimburse my checking account funds due to this fraud! I have all claim numbers if you need them and please help me recover my funds. Thank you.

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