Consumer complaint received 2025-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
b'On Wednesday XXXX XXXX XXXX, I (XXXX XXXX) received an email from XXXXXXXX XXXX XXXXXXXX  that a Application for a Short-Term Loan was submitted under my name. Once I saw this notification, I immediately tried to sign into my XXXX  account. I was unable to log into my account after multiple tries and attempted to change my password. I then called XXXX  technical support line to try and access my account. XXXX  technical support had me also change my password but was never able to access my account. The tech support representative said he would have to push this up the chain and someone will call within the next 48 hours. By MondayXX/XX/XXXX I had still not received a call from XXXX, so I reached out again. They instructed me to send a request to XXXX  for a consumer report and that a representative would call me in the next 48 hours to access my account. I have yet to send a request to XXXX  as I would like to access my XXXX  account before sending personal information to XXXX. The case number opened with XXXX  is (Case#: XXXX). I was able to get all of this corrected today and started a claim with XXXX XXXX as well. \n\nOn XXXX XXXX XXXX XXXX, I received a text message from a phone number (XXXX) stating the below:\n\n Wells Fargo Alert: Did you use your card for:\nDeclined Transaction (s)\nXXXX\nXXXX XXXX XXXX XXXXREPLY XXXX  FOR YES, REPLY XXXX  FOR NO\n\nI replied XXXX  as I did not make this purchase in Florida. Then received the following message:\n\nWells Fargo Alert: Thanks for confirming a representative will be reaching out shortly.\n\nI tried to log into my Wells Fargo online account and was unable to at this time. Shortly after I received a call from XXXX). The lady that called stated her name was XXXX  and she was with the Wells Fargo Fraud department. XXXX  stated that the XXXX  transaction had been cancelled but a new XXXX XXXX  Transaction for the amount of XXXX was applied to my checking account. I worked with her to reconcile this issue and she told me the funds had been reimbursed. She told me that an email would be sent to reset my username and password within the next 48 hours. I agreed and the call was ended after she said she would give me a call in the morning to review any other account activity. \n\nThe following morning Monday XXXX XXXX XXXX I received another call from XXXX  as expected. She informed me that there was an XXXX XXXX XXXX using a fake ID to withdraw XXXX from my bank account. She stated she immediately reimbursed the amount and that I should travel to the Wells Fargo branch in XXXX  SpXXXXings, CO and withdraw XXXX so that the person using the fake ID could not get any more money. XXXX  stated she will be opening another account with XXXX  for me to deposit the money I pulled out from Wells Fargo. She also mentioned XXXX  is partnered with Wells Fargo for events such as these. When I withdrew the money I obtained a receipt, see below. Then we identified the closest XXXXXXXX XXXX XXXX XXXX, which was in XXXX, CO. I then asked why it needed to go to another bank account. XXXX  stated that there has been allot of similar incidences in the XXXX  area and suspicion that the bank managers are in on the fraud. She also mentioned that the FBI was involved and me depositing the cash into this account would help lead to their arrest. She said something about tracking the serial numbers. I then asked if I could speak to the FBI, and she had an agent email me and call. See picture of what was sent in email below. Agent stated his name was XXXX XXXX. XXXX  informed me of the case and details.\n\nI then began my travel to XXXX, CO. I stopped at my home in XXXX  to grab food and called a few family members and friends to ask their advice on the situation. All of them advised it is better to comply since the FBI was involved. So, I proceeded to XXXX. When I was approaching XXXX, XXXX  called me. She helped me set up a digital XXXX  debit card on my XXXX XXXX so I could deposit the cash. Once set up I deposited the cash and pulled receipts, see below. XXXX  said she would call me in the morning of XXXX XXXX XXXX XXXX to help access the new XXXX  account. I never answered her calls on XXXX XXXX XXXXnWhen I returned home from my trip from XXXX, I still had a funny suspicion of what just occurred, and I decided to call the Wells Fargo number on the back of my debit card and found out I had been scammed. I started claims for the two withdraws, see claim numbers below. The real Wells Fargo canceled existing credit cards, debit cards, checking, and savings accounts and created new ones. Wells Fargo also disabled the accounts that experienced fraud.\n\n\tFor the XXXX  Claim#: XXXX  or XXXXn\tFor the XXXX  Claim#: XXXX\n\nThe following day I made trips to meet with the bank managers at XXXX  and Wells Fargo to notify them of the events that occurred on XXXX I provided them all the details above. The XXXX  branch manager (XXXX  XXXX) flagged the account related to the XXXX  debit card identified below. I also filed a Police Report (Case#: XXXX) with the XXXXXXXX XXXX XXXX. Also filed a claim with IC3 (Internet Crime Complaint Center), submission ID: XXXX  Also submitted claim with FTC (Federal Trade Commission) (identitytheft.gov).\n\nDetails of individuals involved:\n\XXXX  (XXXX) \no\tPhone#: XXXX\no\tWells Fargo Employee ID: XXXXno\tFraud Confirmation#: XXXXXXXX XXXX (XXXX)\no\tPhone#: XXXX XXXXDIC Case#: XXXXXXXX XXXX XXXX XXXX XXXX XXXXOffice Phone#: XXXXno\tEmail: XXXXn\nDetails of Locations involved in the Events:\n\XXXX  ATM/Bank\nXXXX XXXX XXXX XXXX XXXX CO XXXX\XXXX XXXX Wells FargoXXXX XXXX XXXX XXXX XXXX XXXX CO XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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