Checking or savings account -- Managing an account -- Complaint #5214000

Complaint Overview

Complaint ID: 5214000

Company: Wells Fargo & Company

Product: Checking or savings account

Sub-Product: Savings account

Issue: Managing an account

Sub-Issue: Banking errors

State: Texas

ZIP Code: 77493

Date Received: 2022-02-12T12:00:00-05:00

Date Sent to Company: 2022-02-12T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2022, at XXXX XXXX. I received a text message stating that my bank account had suspicious activity and payment was declined. It instructed me to cancel the transaction by clicking on a link provided in the text. Out of fear of losing my money, I clicked the link and was taken to a website that I believed was Wells Fargo 's since it mirrored their actual site. I logged in with my credentials and when asked for my ATM card information and account number I realized that the website could be bogus and immediately I called Wells Fargo. I spoke with a female representative and explained the entire situation to her and requested that she change my account number to be safe. The representative assured me that changing the information was not necessary and that I should not worry since I didn't give my account information on the website. I asked her again to change my information because I was scared and again she told me to not worry. After that call, I immediately called the bank again and spoke with a gentleman and explained the situation and he too advised me to not worry and that nothing needed to be done. On XX/XX/2022, approximately {$17000.00} was transferred from my bank account via wire transfer without my knowledge or consent. I called the bank and was told that the transaction was pending and that he was able to stop it. I called back to the bank and the representative told me that I was misinformed and that the funds were transferred. I have called the bank several times as well visited the local branch with no resolution. I was told that a fraud investigation would take 10 business days and that I would be given a provisional credit after the investigation. On XX/XX/2022, Wells Fargo called and advised me that I would be given a provisional credit and I have not received the credit all that has been done thus far is many calls to the bank by myself, being told things that were untrue, and my {$17000.00} is still missing from my account. Wells Fargo failed to protect my funds as agreed by refusing to close that account and by not changing my login credentials when I requested this to be done several times before any funds were taken. Wells Fargo also failed to contact me prior to wiring funds from my bank account especially since this activity is not aligned with my banking habits from my almost two-decade relationship with them. Wells Fargo representatives have misled me and provided me with inaccurate information on each call. It was not until a phone call to Wells Fargo on XX/XX/2022 that the representative agreed to close the compromised accounts and open new ones.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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