Consumer complaint received 2023-01-14
Company: WELLS FARGO & COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Disputes had been filed with Wells Fargo on XX/XX/XXXX and 3rd regarding fraudulent transactions on 2 checking account and one savings account. There was no investigation performed, I was never asked for documentation proving that the charges were fraudulent, an ID theft report, a police report or any information that I could furnish including written prove from a merchant that the charges were fraudulent. All claims were denied on XXXX around XXXX, one claim was denied 3 hours after it was received. On XX/XX/XXXX a Wells Fargo executive reached out to me and reopened the claims to do a thorough and legitimate investigation of fraudulent debit and ach claims that I have legitimate good faith proof were fraudulent. One day later on XX/XX/XXXX at about XXXX I received emails stating that the claims were reopened. Thursday XX/XX/XXXX I again received an email that the claims were under investigation. After speaking with the executive again Friday morning XX/XX/XXXX I was assured that everything is going smoothly and they had every one of my claims and that they were going to be handled. After being able to log into my Wells Fargo app through the day on XX/XX/XXXX I attempted to get in around XXXX that evening only to receive an error message asking me to call customer service. I called at XXXX and I was on the phone for exactly XXXX hour and XXXX minutes. They needed to verify me but they asked specific questions like account numbers and specific transaction amounts and information which I would have had access to if I had access to my statements on the app. After using a 3rd party spending app I was able to give them the information they needed. They said I was locked out because they needed to correct my contact information. I provided it to them and they said I should be good to go. I asked them to wait on the phone while I made sure I had access. I still couldnt get in. The agent transferred me to another individual and during the wait at exactly XXXX I received 3 emails stating that both of my checking accounts and saving account were to be closed permanently. I was transferred to XXXX from the claims assistant senior escalation team who was of absolute no help. I read her every claim number I had and according to her system the claims were closed and denied on the XXXX even though Ive had verbal and written correspondence since then with Wells Fargo executives stating they are reopening the claims. Clearly Wells Fargo is working from multiple systems and they have no communication between groups. Now I have no bank account in which to be reimbursed to, which would be on the XXXX at the latest. I asked XXXX what the solution to that would be and she told me they would mail me a check and it would take XXXX days AFTER the 10 day window for payment to arrive. I now have no way to receive my direct deposit from work or pay weekly medical bills from a specific checking account for my severe injury. I dont have any access to move money out of my Wells Fargo account or pay anyone digitally. The accounts were closed at XXXX and the team that closed them conveniently leaves at XXXX. I now know why Wells Fargo has been called the worst big bank, fined more money by the government any anyone else, suffers constant litigation, scams their customers, receives bad ratings and recently the possibility of complete closure. Every person Ive told this story to is blown away and says that they have never ever been treated so poorly by their bank. Wells Fargo makes money off their customers not the other way around. I think they forget that part.

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 monetary relief