Consumer complaint received 2024-07-30 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
On XX/XX/XXXX, I was the victim of an online wire fraud in the amount of {$5800.00}. The scammers attempted to take another {$5000.00} which would have been the remainder of my finances, but Wells Fargo intervened at the SECOND wire transfer, not the first. They claim that I authorized this initial wire transfer and I did notmore on that in a moment. The initial wire of {$5800.00} left my bank account immediately. How I responded : contacted Wells Fargo immediately, spent several hours with them on the phone, reset all of my usernames and passwords for Wells Fargo and any other sensitive logins, contacted the major credit bureaus to put a flag on my SSN for any suspicious activity up to one year ( and I plan to extend after that year is up ), filed a police report ( which has been updated to reflect the current lack of resolution from Wells Fargo ), visited the nearest branch to close all existing accounts since the numbers were exposed ( for this they claimed they could not help me until the following day, which is absurd ), and contacted XXXX to have my devices scanned for key-logging and malware and any suspicious settings. XXXX did not find anything suspicious. However, on XX/XX/XXXX after my phone had been unusually silent for several days ( I am a business owner and often receive many calls in a day ), my husband did his own digging into my phone settings. He found that my call forwarding was set on to the following number : XXXX. We turned this off immediately, but it made things begin to add up as to why my phone had been quiet and possibly how someone intercepted a pin confirmation or 2-factor authorization for a wire transfer. I immediately relayed this new, pertinent information. They still claimed they could only return to me what was left in the receiving account, which on XX/XX/XXXX full days later, was {$16.00}. I do not accept this whatsoever given they are a multinational FDIC insured institution worth XXXXXXXX XXXX XXXX XXXX of which should be mine. 

I have been diligently following up with Wells Fargo for months now. They have " escalated my claim '' but to no avail. The most recent communication from them I received is an email stating that they still need more time to review my case and that it can take up until XX/XX/XXXX. There should be nothing further to review. I was the victim of a felony and the institution I have entrusted my banking to since XXXX has done nothing to assist me or reimburse me. Several things : they did not begin their investigation until XX/XX/XXXX, a full day after this fraud wire took place. According to the officer I was working with after the police report was filed, all major financial institutions know that after 72 hours, the likelihood of recovering the funds is next to none. Why then would they waste an entire day when they are well aware of this fact? I have brought this up every time we have spoken to no avail. They also firmly still accuse that I replayed a pin to these criminals, and I did not. I have sent them documentation of when my phone was intercepted ( it can be seen on my XXXX  bill on XX/XX/XXXX and also seen when it was stopped when we discovered the suspicious setting ). I sent them a screenshot of my phone being forwarded to this unknown and unauthorized number. The customer service has been abysmal. Every time I reach out no one has any answers for me. I am given false promises that a supervisor will return my callmany, many times, no call has come. When they do call me back, they give me no more information than the call center people who do not say anything but canned responses. When I ask for information to contact their legal team, I am shut down. I feel helpless and hopeless and yet I will persist until the money is returned in full. It is also important to note that XXXX confirmed there are multiple ways a scammer can access your phone without physically holding it in their hand, which I have emphasized with Wells Fargo as well. There is extreme negligence at play here. I have : Filed a police report. 
Filed an amended police report. 
Filed with Attorney General. 
Filed with Comptroller of the Currency. 
Filed with the FBI. 
Filed with CFPB. 
Reported to the Federal Trade Commission ( XXXX XXXX XXXX  ) Filed with the FDIC XXXX XXXX XXXX XXXX XXXX The FDIC said this was a case for the CFPB, which you know I have already filed with. I had no way of responding to the FDIC on this decision to let them know I had already tried this avenue. Even so, I am here trying again. 
I have also tried seeking legal assistance and have not yet found anyone available to take my case aside from one attorney who would essentially be paid nearly the entirely of what I lost, so it's hard to justify that from my current position.

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