Consumer complaint received 2026-06-16 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
b'On XXXX XXXX XXXX I received an alert on my XXXX for a charge on XXXX XXXX in the amount of XXXX via the XXXX application\n\nGoing to the app clicking on the suspicious charge there was a number associated with it, and so I called. Was an XXXX man on the other line who said they would immediately transfer me to their security department for further review\n\nThe line was cut or ended, and I immediately received a phone call from another XXXX man whose caller ID said XXXX XXXX. He responded. He was from the XXXX Security Department, and that his name was XXXX XXXX. Who then started going over charges within my XXXX account and various methods of payments utilized for services or goods that I had previously purchased/returned\nFurther going into details that my account was compromised and that someone was trying to make various charges and purchases on a compromised XXXX account that contains many of my credit cards and debit card for Wells Fargo\n\nHe was very urgent with attempting to assist on retrieving information to unseen charges on my end that he could see\n\nMentioning that my XXXX having my debit card on file where gift card purchases in the amount of XXXX was attempted 30 separate times for gift cards at XXXX\nWhen I checked my XXXX on my XXXX, I did see there was that charge that was processing then checking my Wells Fargo account saw a charge that was pending in that same amount\n XXXX then coerced me to give remote access to my phone and then my laptop\nSo he could dig further and investigate the charges and implement immediate refund issuance\n\nI followed his protocol as I was anxious and nervous. These charges were being placed on my cards, and he had full access and knowledge of which accounts, and which cards were being affected.\nAt this time, I did not know I was being scammed and legitimately believed i was speaking to a security specialist from the XXXX account that stated my account was compromised via various outlets, such as XXXX and all cards associated to that account.\n\nAs he remotely worked through my phone and my computer, my screen specifically on my laptop, had turned black and read remote monitoring while he was on my cell phone speaker My laptop was inaccessible on my end for 15 minutes as he worked through. charges that he explained were being sent to another country, which was XXXX.\n\nUpon my screen coming back online for me to see there were various tabs open for my banking institution credit card institution over riding my passkeys and authentification\nAlong with two companies, Ive never used by the name oXXXX XXXX XXXX and XXXX\n\nThese wire transfer accounts had pending transactions in the amount of XXXX XXXX XXXX and XXXX via and while he was on my phone having access to both my computer and my phone he asked me to double click my XXXX XXXX function and in doing so he convincingly coerced me to approve the wire transfers in those two separate transactions in order to then reverse the transactions. \nExplaining to me that the transactions must proceed because I did not see them on my end and he could see them on his and in doing the XXXX XXXX would ensure a track history of being able to recuperate the funds after he was able to put a stop payment on both those companies\n\nThen he told me to check my XXXX credit card statement and see if there had been any activity on it as he so-called had seen a transaction was processed via XXXXUpon checking my XXXX XXXX credit card I had seen that XXXX points and XXXX points were redeemed for XXXX gift cards in the amount of XXXX and XXXXHe said someone had sent them to my email and to check my email which I immediately did and had seen no history deleted history of these XXXX gift cards being sent\n\nBeing a Friday, he explained that the money going out would not do so until the following business day Saturday, XXXX XXXXTo progress, the ability to recuperate the funds he third-party me to XXXX me and provided a transcript of the urgency to wire transfer the XXXX to a so-called friend/coworker that Ive known for years\nAt this point, I was still anxious about my money being sent out to another country as I have never utilized a wire transferring service, but he was so assuring and confident with how he was approaching the situation that I went along with everything he said and directed me to do in order to try and save my money and retain it in my bank account\nSaturday came -I received numerous phone calls that I missed from this So-called XXXX XXXX followed by text asking when I would be home where I finally answering a phone call where I was immediately asked of when will I be home to access my laptop once more to see the status of the transfers and how he was going to ensure this was put to a stop to retrieve my XXXX that was initiated via wire transfer the day prior \nBy that time, I had already asked XXXX XXXX as well as various colleagues who have been scammed in the past and very bluntly was told I had been scammed\nI spent that entire morning and weekend canceling all credit cards, changing all passwords and usernames to anything affiliated or tied to my credit cards and checking account accounts/debit account accounts\nI even took my computer to be factory reset at a location covered by my XXXX XXXX for my technology\n\nI text this so-called XXXX XXXX that I no longer had my laptop. He called me immediately and was very disappointed due to his efforts of trying to retrieve my money back and was unable to do so if my laptop was not present and with me then posing multiple questions of when I would have it returned and how soon he could re-contact me , I informed him that I had contacted law-enforcement as well as the FBI to put tracer and trackers for IP addresses of the scammers as well as a tracer on my cell phone to identify where these scams were directed from\nThere was hesitation in his voice and he said that wasnt a good decision. I told you to trust me and not go to or speak to anybody further until I handle this for you.\nThat was the last conversation we had and I blocked and reported his number as spam\n\nI spent every other day on the phone with Wells Fargo and the complaint department/fraud /Fraud Department\n\nExplicitly told them to look at my 25 years as a member where not once I had ever transferred money internationally or ever in which I was told that is not the evidence and history They were looking at just the transactions that took place and how they took place.\nIt has been an ongoing battle to try and prove my innocence and protect what little money I have to support myself and XXXX children\n\nSince then, Wells Fargo has investigated and spent 2 1/2 weeks to come to the determination that it was my fault\nThat the provisional credit of XXXX was going to be removed from my checking account on XXXX XXXXThat the paperwork that I requested on XXXX XXXX would be mailed to me in 5 to 10 business days explaining the points as to why I was denied and placed at fault for the scam I have experienced\nI have escalated to Wells Fargo complaint department regarding seeking further legal actions, media, actions, and exposure, and federal regulatory complaints that I would be filing\nI seek assistance to further press and apply pressure on the banking institution and wiring institutions that when the money was in a pending state and I requested an immediate stop payment was simply told It was not possible as the transactions needed to be posted in order to further investigate and determine if I was scammed and fraud was committed.\nBeing that Ive attempted every avenue to escalate my Wells Fargo disputes and going to the XXXX XXXX Fraud Department filing a complaint as well as the XXXX Fraud Department and filing a complaint. Neither of these three have fallen into my favor where they recognize I was scammed and am a victim of fraud.'

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