Consumer complaint received 2025-02-01 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: GA

Complaint narrative:
I was involved in a Wells Fargo phishing scam XX/XX/XXXX. I was initially notified by text message with the Wells Fargo name in the text that my account was compromised for unauthorized access and a transaction. It asked if I authorized the transaction and I texted back simply No. I was then contacted via phone call by someone who answered the phone stating this is Wells Fargo and gave an employee # and asked what the reason for the call was and I stated that I received a text that my account was attempted for unauthorized charges. I did not give the caller any information ( no user names, passwords or PIN numbers to my account ) They then claimed that they were closing my account and were opening another account on my behalf They then accessed my account and asked me to withdraw funds unauthorized and deposit them into a digital wallet. I immediately called Wells Fargo to report the activity and subsequently filed a fraudulent claim with them by debit card/account information. The claim # is XXXX I was notified around XXXX on XX/XX/XXXX that my claim was denied stating that an error did not occur which is not the case. It stated that a letter would be mailed to my home address. I immediately contacted the listed number attached to the claim and spoke with a representative that the claim was in fact denied in which I immediately requested another investigation into this claim and requested a full refund back into my account. The representative stated that I would receive a call within XXXX hours to further review the claim for reimbursement or compensation or a compromise on behalf of the company. They were impersonating Wells Fargo staff and phishing the account information for access! All of this activity was not authorized by me, the account and card holder! The total amount that was lost in this phishing scam was {$2100.00}. I just want the reimbursement of this amount back into my account as I will need this to pay my bills and have no other funds to pay bills with. 

I only received {$500.00} for the XXXX transaction, the total amount that was lost {$2100.00}. 
I did not receive the additional amount of {$1600.00} which I feel I should be entitled to receive due to the phishing scam and impersonation of an authorized Wells Fargo account representative. I have been conversing with an XXXX XXXX, the claims XXXX as she stated on this matter in which she is very difficult to communicate with and will not respond to any of my calls or voicemails to which I have left her several. I have made repetitive calls to her to resolve this situation and all she keeps telling me is that she will reach back out to me when a resolution has been reached and I never hear from her as she has promised to do. I have only received {$500.00} of the total of {$2100.00} to which they should be held accountable as this did initially originate from a Wells Fargo text. 

XXXX XXXX ( Wells Fargo claims XXXX ) has been less than acceptable for her customer service skills state that she should be by not returning phone calls and keeping me updated with a resolution to this matter and should be noted to her supervisor. 


All that XXXX requesting is for the remaining amount of {$1600.00} or I would accept {$1500.00} that I lost through Wells Fargo be reimbursed back into my account as justification should allow.

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