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Banking giant Wells Fargo has reportedly denied a Minnesota family’s fraud claim six times over after their money was taken via unauthorized Zelle transfers.
According to a new report by CBS News, when Dave McCarthy and his wife called Wells Fargo to inform them about the mysterious Zelle transfers that were siphoning their savings accounts, they were told the transactions were authorized and valid.
The scammers even changed the phone number and email address associated with the account, further complicating the matter.
However, after being identified by their Social Security numbers, the McCarthys were able to stop the scheme.
As stated by McCarthy,
“We talked to customer service, and they wouldn’t talk to us without us telling them what our email was, and they said it was wrong. Finally, we talked long enough, and we gave them our Social Security number, and they agreed to talk with us, and that’s when we were able to shut things down.”
The couple was eventually able to get their stolen funds back, though no specific amount was mentioned. In a statement made to CBS, a spokesperson for Wells Fargo said this incident does not reflect the bank’s standard customer service.
“We are pleased to have resolved this matter for our customer. At the same time, we sincerely apologize for the inconvenience and worry they experienced during the time it took to complete the resolution process.
This does not reflect the level of service we aim to deliver. We remain committed to protecting our customers and stopping criminals from engaging in fraudulent activities.”
