Consumer complaint received 2024-04-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/2024, I received a call from Wells Fargo early evening ( around XXXX ). It sounded like an XXXX XXXX XXXX. His purpose for the call was an unauthorized charge to XXXX for about {$69.00}. I told him that I did not make this charge. He then went through a list of my recent charges that day. 

The list of items was accurate. For example, parking in XXXX XXXX etc. 

He then took me through a protocol to secure my account, including repeating the words, " my voice is my passcode. '' This whole process took about an hour which was really unusual. 

This also included him telling me that there would be a courier at my address to take the card in question. The person arrived in minutes. 

I honestly believed I was talking to a Wells Fargo rep because I had been through similar protocols before. I thought that only a Wells Fargo rep would have access to my recent charges. 

Afterwards, he told me that money was transferred from one of my accounts to another. 

He also tried to replace the card from my main checking account and also my business account. 

He insisted that I remain on the phone line with him. One of the procedures was to update my Wells Fargo notifications and settings ( e.g. daily limit for my cards etc. ) He then said that he wanted to test these notifications and kept me on hold for long periods of time, saying that I was at 78 % ... XXXXthen at 80 % etc. 

I then received notifications via email with the normal Wells Fargo graphic templates ( logo, red box ) with all these bogus unauthorized charges on my accounts after he updated the limit. The amounts exceeded the limits I stated on the phone I demanded that this was taking too long and that I had to go. 

I received several weird Wells Fargo emails during this call with the red and gold template. 

I then called Wells Fargo and complained. The reps kept assuring me that Wells Fargo would NEVER send someone to take my card in person. 

I kept complaining that one of their employees must have been able to access my account information with the recent charges and to walk me through safety protocols like " my voice is my passcode. '' and to try and replace my cards. 

They kept insisting that Wells Fargo would never allow unauthorized employees to do any of this. And one of their excuses was that this situation must have involved two people, one who was on the phone with me passing information onto someone else. So basically they were saying that the person I was speaking to WAS a Wells Fargo employee talking to a criminal? This reasoning made no sense. And I was really angry with this response.

They had an offshore rep ( sounded like from the XXXX ) try to implement security measures when I called. Why was this not a U.S. rep? 

They opened a claim. This rep kept insisting on changing my account numbers instead of putting in measures to simply block fraudulent transactions. I know this is a normal practice, but I have several accounts. And many of them are connected to different payment sites and apps. This would require a lot of time and work that I do not have the ability to accommodate. The responsibility should be on Wells Fargo to invest this time and effort into securing my accounts. 

I have since been trying to access my online banking account. The password and username that was saved on my device no longer work. I tried several times to reinstate my login username and password on their website. The site said that my access was temporarily disabled. I kept trying online. It still said that my access was temporarily disabled. Then when I went through their online protocol steps, it told me that the system has no record of my information, like account number and social security number! 

I did not have time to call Wells Fargo and wait during the week. 

I called Wells Fargo today ( Saturday ) and the offshore rep told me that Wells Fargo can not even help me with my username and password because the online banking specialists are not available on weekends until Monday. This is a similar procedure. And I can not even check my account online. 

Wells Fargo acted irresponsibly by enabling maybe one of their employees to access my account information and commit fraud and also taking my debit card. I read online that Wells Fargo has been sued in the past for their unethical workplace culture which allowed employees to create fake accounts when contacting customers. 

I believe that Wells Fargo 's unethical culture was NOT rectified and allowed this whole incident to happen. I would like to seek financial and punitive action.

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