![]() "Oh gosh, shout out to you." Marin said to 7 On Your Side. "It was absolutely shocking 'cause I had chalked it up to a loss," agreed Reynolds. Amazing! Truly, I'm almost in shock probably," said Landry. VIDEO: LA woman loses over $18K via 'Zelle' after scammers pretend to be bank ![]() In each case, we follow the applicable laws and regulatory guidance." So why the about face? Wells Fargo tells 7 On Your Side: "Each situation is unique, and while we are not able to share specifics, our review may determine reimbursement is appropriate based on the situation or information. I said, 'Oh my god, I can't believe they did this,'" Reynolds said. Very surprised, because I never got notification," said Marin. Then, weeks later, with no explanation, the bank quietly put the money back in their accounts. "It was just, 'Oh well, you lost the money,'" said Reynolds. "They said, 'Well we don't guarantee Zelle.' I was like, 'What do you mean you don't guarantee Zelle?'" Marin said incredulously. "Even though I authorized this, you know it's fraudulent," Landry said to her bank. The bank said they'd authorized the payments, and Zelle has no fraud protections. "So my name isn't really my name somehow? I authorized money to go to my name but it doesn't go to my name? Poof!" Landry said, motioning as if her head were exploding.Įach filed a claim with Wells Fargo. So when I went to go look, I had $6 left," Marin said. "Wiped my account out, had a zero balance," echoed Kelly Reynolds of San Jose.Īctually, it went straight to the scammers. "The money is gone," said Cynthia Marin of Concord. Now, without any notice, customers are getting a big surprise in their bank accounts. The bank said it was heartbreaking, but impossible to reverse Zelle payments, even if it's fraud. And it's happening quietly.ħ On Your Side asked Wells Fargo why so many customers were losing money to this scam. But now, Wells Fargo is discreetly giving their money back. Lately, imposters have targeted Wells Fargo customers. Bank imposters trick victims into sending them money through Zelle. SAN FRANCISCO (KGO) - 7 On Your Side has been reporting about a widespread scam using the popular Zelle quick pay app. ![]() But the bank is discreetly refunding victims of the widespread scam. If you get a new banker they'll end up calling the online department.Wells Fargo said it's impossible to reverse Zelle payments, even if it's fraud. Use this specific verbiage, "Can you please see if I have duplicate profiles in the system? Can you try to COMBINE MY PROFILE?"īy saying "combine my profile" the banker should pick up on it and try and fix it quicker. One way to possibly speed up the process is to ask the banker to see if there are any duplicate profiles in the system. With any of these options you will probably need to go into the branch to fix it and the banker that helps you will probably need to call the online department. (Had a mortgage and then opened an account). This process could happen in reverse too. The retail system notices the abnormality and locks your online profile. The mortgage system sometimes creates a new profile thinking you're new to the bank. The third possibility is, which I see the most, you had/have a checking/saving account and then you apply for a mortgage. The system sees two different names and one social security number and to be safe will prevent a new online profile from being created. The banker helping you doesn't know about your old profile and creates a new one with your new name and same social security number. ![]() The second possibility is when you were younger you opened an account but closed it days/months/ years later then after some time had passed you changed your name, (usually due to marriage), then went back into a Wells Fargo and opened an account. One could be that your online account was locked due to suspicious activity or an attempt was successfully made accessing your account by a fraudster. I've seen this happen for a few different reasons.
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