Consumer complaint received 2023-04-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Case : On the fourth day of XXXX XXXX, at XXXX XXXX  in the afternoon my wife receives a call from a representative of the Wells Fargo bank where we have our checking and savings accounts. 

This person pretending to be an employee of Wells Fargo, asked me if I had ordered a check book in the state of California, and I replied that no, we have no relationship with California. The person asked me to send him a security code back, opening the dial number pad and I did it as instructed. 
Wells Fargo usually asks for a security code in other transactions we have made with the bank ), This person told me that he needed to close the check request claim, and that is why he required the code. The call ends, which lasted about XXXX minutes. 

Half an hour later I received a text message from Wells Fargo telling me that the wire transfer was in process. 

I check my account on my cell phone, and discover that {$24000.00} had been stolen. I immediately called the Wells Fargo fraud center to report that I had not authorized any wire transfers from my account. The attendant was unable to obtain my personal information by checking my account, and I decided to personally go with my wife, to the Wells Fargo XXXX in XXXX, FL. 

We arrived at the Branch around XXXX : XXXX to XXXX in the afternoon, and we were attended by XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX called from his office to the fraud center to report the case and to try to avoid the wire transfer. After a few minutes, he told me that we would have to wait for Wells Fargo to open the investigation but that there was some information that could be useful : XXXX XXXX reviewed the transfer and told us that it was made to a Bank in New York called XXXX XXXX XXXX, to the suggested account : XXXX. The company that apparently made the transfer is located in Florida, and the name is XXXX XXXX XXXX XXXX. 

XXXX XXXX contacted this bank XXXX XXXX the next day and was informed that this account is from another virtual bank to which they provide services. 

XXXX XXXX recommended that we report the case to the police, and I did so the next day. 

The next day I report the case to the police. Case number : XXXX. 

The police report stated : On XX/XX/2023 at XXXX hours, I was directed to call the victim, *** who resides at XXXX XXXX XXXX XXXX, in reference to XXXX. XXXX stated yesterday, XX/XX/2023 at XXXX hours, he received a phone call from XXXX. He spoke with a male who claimed to be with the Wells Fargo XXXX Department. The male asked XXXX if he had ordered checkbooks to be delivered to California and XXXX stated " No ''. The male requested he input numbers on his keypad followed by an asterisk to resolve the issue. XXXX did as he was requested, and the male stated the issue was resolved before hanging up. At XXXX hours, reviewed the transaction history of his Wells Fargo XXXX account # XXXX. He observed a wire transfer of {$24000.00} to a XXXX XXXX XXXX  account # XXXX belonging to XXXX XXXX XXXX had been approved at XXXX hours. A XXXX search of XXXX XXXX XXXX shows XXXX addresses associated with the business, XXXX XXXX XXXX XXXX in XXXX XXXX XXXX and XXXX XXXX XXXX XXXX in XXXX Florida. Having not authorized any transfers or having done any business with XXXX XXXX XXXX, he immediately went to Wells Fargo XXXX He spoke with a manager to report the fraud and mentioned the telephone call he had received at XXXX hours. The XXXX informed XXXX that Wells Fargo had never called him and the code he had input in his phone was an authorization for the transfer. The XXXX directed XXXX to file a police report and stated Wells Fargo would open an investigation into the incident. At this time XXXX has not been refunded the {$24000.00}. He verbally requested prosecution and I provided him with the case number. 
Wells Fargo, I indicated the claim number : XXXX. And that he could call the number : XXXX. He also told me that I should wait 2 to 10 business days to obtain a status of the case. I called this number a couple of times to find out some status but did not get any information. They told me to call when the 10 days were up, and today XX/XX/2023 I called the bank and they informed me that Wells Fargo closed the case, and that they will not return the money.

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