Consumer complaint received 2026-05-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: DE

Complaint narrative:
On XX/XX/XXXX, I was targeted by a sophisticated impersonation and social engineering scheme conducted by an individual identifying himself as XXXX XXXX, claiming to represent the Wells Fargo Fraud Department. The interaction contained multiple authentication indicators that created a reasonable and good-faith belief that the communication was legitimate, including : Caller ID displaying Wells Fargo Verified call authentication indicator Fraud alerts delivered through an established Wells Fargo SMS thread used since XXXX Accurate knowledge of my legitimate account activity Professional fraud-prevention language and procedures At all times, I acted in reliance on these representations and believed I was following legitimate fraud-prevention instructions. Incident Details Date : XX/XX/XXXX Start Time : XXXX XXXX EST Duration : ~2 hours 24 minutes Fraudulent Caller Information Phone Number Used : XXXX ( California ) Caller ID : Wells Fargo Claimed Name : XXXX XXXX XXXX Department : Wells Fargo Fraud Department Claim References Provided XXXX ( Debit/ATM claim ) XXXX ( XXXX XXXX claim ) XXXX ( additional reference ) Narrative of Events Initial Contact and Credibility Establishment The caller alleged fraudulent activity in XXXX XXXX, Florida involving XXXX XXXX XXXX XXXX, and XXXX XXXX. This appeared plausible due to my recent travel. The caller further demonstrated knowledge of my legitimate transaction history, significantly reinforcing perceived authenticity. Escalation and Fraud Framing The caller escalated urgency by stating : A {$10000.00} wire transfer attempt was in progress The matter had escalated to a federal investigation Certain bank branches were allegedly compromised Immediate protective action was required I was instructed to proceed immediately to a bank branch while remaining on the call. Withdrawal and Branch Instructions I was instructed to : Withdraw {$8000.00} in cash and an additional {$5000.00} Continue the call without interruption Conceal my phone in the branch Observe employee behavior and report details Provide personal appearance information for verification Despite lacking ID initially, I was instructed to proceed using my Social Security Number. At the branch : One employee ( XXXX ) denied withdrawal due to missing ID I returned home, retrieved ID, and completed withdrawal Secure Account Instructions The caller instructed me to : Create a secured banking profile via mobile app Replace debit credentials Deposit cash back into account via ATM Treat cash as potentially marked Maintain continuous communication Under these instructions, I deposited : {$8000.00} Additional subsequent deposits totaling approximately {$5000.00} I was also directed to process ATM and XXXX XXXX-related transfers : {$500.00} ( ATM ) {$1500.00} ( XXXX XXXX ) Discovery of Fraud and Immediate Reporting After the call ended : I immediately contacted my wife, who identified the activity as fraud I returned to the XXXX XXXX Wells Fargo Bank branch within approximately 15 minutes I reported the incident to bank personnel as a scam Immediate Bank Response Branch personnel assisting included : XXXX XXXX XXXX One additional unidentified employee Actions taken : Hard hold placed on account Fraud report initiated Transaction records printed Emergency access to limited funds provided Fraud department contacted I was advised that ATM deposits may still be traceable and recoverable, while XXXX XXXX-related funds may be more difficult to recover. Follow-Up Timeline XX/XX/XXXX XXXX Branch Review At XXXX XXXX XXXX branch I met with Branch Representative XXXX XXXX . During this meeting : Transactions still shown as pending Account was closed and new profile created Fraud statement re-submitted Authentication SMS messages again received via trusted thread while on the phone with the Wells Fargo fraud department XX/XX/XXXX Transaction Change Pending transactions disappeared Funds were no longer visible XX/XX/XXXX Fraud Claim Denial Fraud claims were denied by Wells Fargo via correspondence dated XX/XX/XXXX. Concerns include : Rapid denial following initial reporting Lack of documented forensic review disclosure No explanation of pending transaction status changes No reconciliation of authentication evidence Additional Follow-Up Events and Escalation Activity XX/XX/XXXX Branch Escalation Request At the XXXX, Delaware branch , I met with Branch Manager XXXX XXXX . During this meeting : I provided full fraud report and supporting documentation XXXX XXXX reviewed the case in detail XXXX XXXX agreed to submit a request to reopen the investigation Supporting materials were attached to the escalation submission XXXX XXXX identified that a replacement debit card had not been properly issued, contradicting prior internal notes from XXXX XXXX XXXX XXXX initiated issuance of a replacement debit card XX/XX/XXXX Escalations Contact I received voicemail from XXXX XXXX of the Wells Fargo Escalations Department : Assigned case acknowledgment Response promised by XX/XX/XXXX Case number : XXXX Callback : XXXX XX/XX/XXXX Escalation Communications I received email confirmation from XXXX XXXX : Case assignment confirmed Response deadline reiterated ( XX/XX/XXXX ) Same case number confirmed Subsequent call interaction confirmed : XXXX XXXX was unavailable She was scheduled to return my call XX/XX/XXXX I responded requesting confirmation of : Receipt of fraud victim report Receipt of reopening request submitted by Branch Manager XXXX No response was received. XX/XX/XXXX Certified Denial & Preservation Request I received certified denial correspondence confirming fraud claims were not approved. At XXXX XXXX EST the same day, I submitted a formal preservation request to XXXX XXXX, copied to Branch Manager XXXX XXXX. Requested Preservation Included : Internal fraud investigation records, notes, and findings Call recordings and telephone logs Authentication logs, device logs, IP logs SMS authentication and messaging records Fraud alert and caller authentication data ATM and deposit records Branch and ATM surveillance footage ( XXXX XXXX, XX/XX/XXXX ) Internal branch communications and employee notes Transaction status and processing history Digital wallet and transfer records All materials used to support denial decision No acknowledgment of preservation confirmation has been received. XX/XX/XXXX Checking Account Transaction Documentation Mailing I received written correspondence from Wells Fargo dated XX/XX/XXXX containing the transaction history for my Everyday Checking account covering the period of XX/XX/XXXX, through XX/XX/XXXX. Upon review of the statement for checking account ending in XXXX, the document reflects standard account transaction activity and supporting records for the stated period. However, no fraudulent transactions are identified or reflected within this account history for the referenced timeframe. Law Enforcement Report Filed with : XXXX XXXX XXXX Police Department Officer : XXXX Case Number : XXXX Indicators of Sophisticated Fraud This scheme included multiple high-confidence deception mechanisms : Caller ID spoofing and verified authentication indicators Accurate transaction knowledge Trusted SMS thread exploitation Bank procedural language simulation High-pressure urgency tactics Isolation from external verification False claims of federal investigation and insider fraud Behavioral manipulation to induce compliance Requested Relief I respectfully request : Full reinvestigation of all denied fraud claims Forensic review of all transactions and authentication systems Preservation and review of all surveillance footage and logs Analysis of possible spoofing or system exploitation Review of transaction anomalies since account inception in XXXX Full production of investigative findings and supporting documentation Reimbursement of all disputed funds Consideration of immediate report

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