Illustration by Dustin Elliott

When Stephen Mills’ wife tries to cancel her Audible subscription, she inadvertently gives scammers access to her computer. They steal $3,495. Why won’t Wells Fargo help her get the money back?

Q : My wife tried to cancel her Audible subscription but called a fraudulent number from a spoofed Google listing. The scammer tricked her into downloading remote access software and stole $3,495 via Zelle from our Wells Fargo account.

We reported the fraud within minutes, closed the account, and cited Regulation E protections. But Wells Fargo refused to refund the money or disclose where it went. We’re retired and can’t afford this loss. Why won’t the bank help? — Stephen Mills , Hollister, Calif.

A : Wells Fargo should have refunded you immediately. Once you

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