Consumer complaint received 2025-06-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On Tuesday XX/XX/XXXX, XXXX Scammer texted me directly saying that there was a charge on my card for {$270.00} in XXXX NC XXXX at XXXX PST ( see XXXX attached ) Scammer ( male voice ) called me, XXXX minutes later, at XXXX PST telling me that there was an outstanding amount of {$9500.00} charged to my account and that Wells Fargo flagged XXXX for review which is why it didnt show up on my Wells Fargo account ( I went into my account while on the phone with the scammer and saw that there was no charge of {$9500.00} on my account ). I asked for the badge number and the person gave me some numbers ( I didn't write it down unfortunately ) and told me that he would be having me add a card on my Apple Cash wallet and Wells Fargo would put the {$9500.00} provisional credit in that card and I would transfer the money to my checking account. The scammer was able to tell me my account balance, knew about my auto loan, and my savings account as well as recent transactions on my account. When the payment was blocked he said he was working with Wells Fargo 's IT department to get it fixed so that the provisional credit could go through - the payment declined multiple times until it finally went through. The scammer told me that Wells Fargo took off another XXXX XXXX device that was connected to my account. The scammer also had me change my password to make sure that nobody would try to hack in. During the payment portion, it prompted me to either choose immediate ( which costs {$15.00} ) or delayed sending ( which was free ) the funds -- I told him that I did not want to pay the extra {$15.00} as a fee and the scammer said that Wells Fargo would waive the fee so that I'm able to get the provisional credit back faster. Told me multiple times throughout the conversation that I should rest assured because I am FDIC insured with Wells Fargo and I will receive my money back. At the end of the conversation I asked about the other charge for {$270.00} and he said that it was blocked and didnt go through so I shouldn't have to worry about it. ( the screenshot of the phone number ( XXXX ) and the duration of the conversation ( XXXX minutes ) is also attached. On Wednesday, XX/XX/year> I called XXXX Support after speaking with the Wells Fargo XXXX department and they said that they could not take care of the claim due to me already submitting a claim with Wells Fargo. I then asked XXXX XXXX if they would be able to submit the claim anyway so that there's XXXX claims against the fraudulent activity and they said that since I authorized the payment through XXXX that they would not be able to do so. I explained to them that I authorized the payment unknowingly that I was being scammed by someone who was pretending to be a Wells Fargo representative who was saying that I had a charge on my account that was flagged for {$9500.00} ; I was under the impression that Wells Fargo was giving me a {$9500.00} provisional credit for the supposed " theft '' that was flagged on my card. 

I have reported the case to XXXX XXXX XXXX on XX/XX/year> at XXXX ; report number XXXX. I have a copy of the police report, as well as screenshots of the phone number that called my cell phone directly and with the fake automated text message that was sent to me by the same phone number. I have also submitted XXXX claims to the Internet Crime Complaint Center ( XXXX ), which are attached. 

Wells Fargo denied the claim today, XX/XX/year> ; which is XXXX business days from the date of the incident ( XX/XX/year> ). I have gone in person to the Wells Fargo branch nearest to me geographically and submitted a formal complaint ( XXXX ) with XXXX XXXX XXXX Senior Premier Banker ) in La XXXX XXXX California XXXX I want my hard earned money back and for this scammer to be brought to justice AND for Wells Fargo to understand that this is serious and the person is probably out there doing it to other people and needs to be punished for their actions! 

I want my hard earned money back and for this scammer to be brought to justice AND for Wells Fargo to understand that this is serious and the person is probably out there doing it to other people!!!!

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