Consumer complaint received 2026-03-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX I was a victim of theft by false pretense. A person called me impersonating Wells Fargo Fraud Department at approx XXXX. Detailed time line will be in the attachments as there is not enough room to fit all the details. I was instructed to go to Wells Fargo Branch urgently to pull out most of the money in my checking and savings accounts. I was told this person " XXXX '' would assist with closing and open a new account for me over the phone that the FBI was investigating specific branches that were caught giving out personal information to the public and scammers. After pulling out $ XXXX from my savings account inside the XXXX XXXX XXXX. Branch and $ XXXX from my checking totaling {$15000.00} they told me to say I was buying a car and to not say who I was talking to as it would throw off the investigation. This person remained on the phone with me on and off for a few hours. Documented time line attached as well as phone numbers. The person instructed me to add XXXX different cards ( XXXX of which worked ) to my apple wallet through the Wells Fargo App and was told it was my temporary debit card and had me use apple pay at the outside ATM. They told me not to open new account inside branch as it would provide the employees within the bank my new account info. In increments they had me deposit the money into another Wells Fargo Account. They also had me pull out the remaining roughly {$2700.00} dollar from my account. They told me that they were sending me a verification code and told me to give the code that came up. Shortly after they had transferred $ XXXX out of my savings into my checking and had me then withdrawal at ATM and deposit into that same " temp account ''. Shortly after everything was done, I called my husband on the way home and that's when we realized we had been scammed. Called Wells Fargo right away and filed the claims ( XXXX in total ) $ XXXX Claim # XXXX from old savings account XXXX $ XXXX Claim # XXXX from old checking account XXXX and Ref # XXXX for the {$2700.00} debit card transaction at the ATM. On Friday XX/XX/XXXX found out over the phone that the claim was denied after I had called as it was " an authorized transaction '' I filed an appeal and on XXXX XX/XX/XXXX was notified via email and telephone call from Complaints Department my appeal was denied and a letter was coming via mail. On XXXX XXXXXX/XX/XXXX over the phone rep told me the $ XXXX claim and the $ XXXX claim was " still open but no provisional credit was issued '' Police Report was filed XX/XX/XXXX at my home. Report # XXXX. Also filed with the FTC and XXXX on XX/XX/XXXX. Confirmation copies are attached. These have been sent to Wells Fargo via Fax and info was provided over the phone on XX/XX/XXXX. As of today XX/XX/XXXX nothing has been received regarding any of the claims via mail.

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