A Wells Fargo customer says the bank refuses to reimburse her account after scammers stole her entire life savings.

The Virginia resident, who is 80-years-old and identified as Kay, says she received a message from someone impersonating Wells Fargo warning her account had been frozen, reports the NBC-affiliated news station WWBT.

Kay says the message included a number that she was directed to call to unlock her account.

She called the number and spoke to someone who claimed to be a Wells Fargo security expert.

“I thought, ‘Dear god, what is going on?’ So I called this number, and I did what they told me to do because they told me they were top security at Wells Fargo… I didn’t know it at the time I was talking to scammers.”

Soon after the call, Kay realized her life savings had disappeared.

“My heart just dropped to my feet. My money was gone.”

To recover her funds, Kay says she promptly called and visited Wells Fargo and was told her account would be reimbursed.

But after a few days, Kay learned that the lender’s fraud division closed the case, blaming her for giving the scammers access to her account.

“This is my life savings; it’s all I have in the world, and again, at my age, I can’t jump out and say, ‘Oh well, I’ll get a job and just reimburse myself.’ I’m not able to do that. I have a lot of health issues.”

WWBT touched base with Wells Fargo to inquire about Kay’s case. The bank says it is still investigating the matter.

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