Money transfer, virtual currency, or money service -- Unauthorized transactions or other transaction problem -- Complaint #16136964
Complaint Overview
Complaint ID: 16136964
Company: Wells Fargo & Company
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem
State: California
ZIP Code: 92344
Date Received: 2025-09-23T12:00:00-05:00
Date Sent to Company: 2025-09-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On Tuesday XX/XX/XXXX at approximately XXXX I received an email from Wells Fargo stating that they completed a transaction through their Bill Pay service for {$9900.00} from my business account to XXXX XXXX XXXX XXXX XXXX I do not have an account with XXXX XXXX and never have, also I have never signed up or used Wells Fargo Bill Pay service. I immediately called Wells Fargo to find out what happened and they said they would look into it and that they have 20 days to do so. I called back on Monday XX/XX/XXXX and they said they referred the case to their small business resolution team and gave me their phone number. I called them on Tuesday XX/XX/XXXX and spoke to XXXX and she said they denied my claim because they said the transaction was completed from my XXXX address. I told them I had not performed the transaction as I had stated from the beginning so they referred the matter to their Executive department and XXXX said the case had already been previously denied and closed. I complained and they referred to a senior case specialist. on XX/XX/XXXX I called the senior case specialist XXXX and he said he would look into it. I called back on XX/XX/XXXX and they said XXXX, the senior case specialist will call me on monday XX/XX/XXXX. XXXX called and said there was nothing they could do and that the case was denied and closed as they had said before. They also continued to refer me to XXXX XXXX although I told them continuously that I did not have an account there. I called XXXX XXXX a couple of times and visited their branch and they said they could not give me any information because I do not have an account there. I also visited a Wells Fargo branch and they initiated a complaint. Nothing has come of any of this, I have spent about 20 hours of my time trying to get information and Wells Fargo will not help me retrieve my {$9900.00}!!!!! I have also filed a police report. And I have called WF numerous more times than I have listed to no avail. Also on Thursday XX/XX/XXXX someone attempted to do another transaction on my account even though I had changed my password, so I inactivated my online banking, this whole issue is either a WF employee or a scam/hacker or both, there are testimonials all over the internet stating this same problem.
Frequently Asked Questions
What is Complaint #16136964 about?
Complaint #16136964 was filed against Wells Fargo & Company regarding Money transfer, virtual currency, or money service specifically about Unauthorized transactions or other transaction problem. It was received by the CFPB on 2025-09-23T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.