Consumer complaint received 2021-06-24
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2021 I opened a checking account at Wells Fargo. Since I opened that new account, I went ahead and updated my direct deposit information so my paychecks get deposited into my new Wells Fargo checking account. On XX/XX/2021 around XXXX I pulled up to a Wells Fargo atm to make a withdrawal and deposit my paycheck because for whatever reason payroll was not able to have my paycheck directly deposited and issued me a paper check. I had around {$150.00} already available in my Wells Fargo checking account that I needed to pull out, but the banks were not open at that time and atm 's only allow withdrawal in {$20.00} increments. so I deposited {$50.00} into my account and then on the same atm machine withdrew {$200.00}. I then attempted to deposit my paycheck, but after several attempts I realized that the machine was not going to accept my check. I was surprised that it didn't accept the check but figured I would just try to do a mobile deposit. 

When I attempted to initiate a mobile deposit the next day I noticed that my mobile deposit ability was revoked, but I know I had been given access for mobile deposit because I had already used that service to deposit another check. I called Wells Fargo the next day on the XXXX and they had advised me that someone had called in and reported Identity theft on my account. That allegedly someone was claiming my checking account was opened fraudulently. 

I called back during operating hours on XX/XX/XXXX for the fraud department. I advised them that I did not have any identity theft on my account that all the transactions were indeed mine and I never called in stating identity theft. I was told that there is no way my account would of been flagged for identity theft unless someone had called in and initiated that complaint against my account. I had asked for any records of when that alleged call came in to them and basically more details on that call. They were unable to provide me any details on who had called in. They said that they couldn't see any logs or notes of anyone ever calling in and reporting identity theft. I asked about the banking associate that allegedly received the identity theft claim and Wells Fargo associate told me that the person that took that call was not available and that it would take several days to get in contact with that associate and receive any clarification on what exactly led to my account being flagged for fraud. 

I honestly believe that there was no call about identity theft on my account and Wells Fargo is choosing to ignore their policies and procedures and create false claims of fraud on their customers. Due to this fraud claim I had all withdrawals, deposits, and credits blocked, mobile deposit revoked, and my XXXX transfers reversed. I was advised to step into a branch and provide my government issued ID and that would resolve my issue. I have to have a new ID issued to me at the DMV and that will take a couple weeks before I receive my ID so this false claim basically left me in a situation where I couldn't withdraw my funds, I couldn't cash my check, and I had my debit card blocked so that I wouldn't be able to use available funds on my account. I just want this investigated and the details on how my account was flagged for fraud by the associate that initiated the fraud claim. I hope this helps anyone else and prevents them from being put in the same financial situation as I was in.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation