Consumer complaint received 2023-03-23
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
On XX/XX/XXXX I performed a XXXX transfer from my business account with another institution to my personal account with Wells Fargo. The transaction did not reflect as posted from my business account until XX/XX/XXXX, causing me to mistake it for a fraudulent transaction due to another encounter with a scammer attempting to scam my business account. I reported the transaction as fraud with XXXX. I then later realized that the transaction was valid after tracking my activity with Wells Fargo, but XXXX had already denied and closed my claim, citing that the transaction was valid as it did originate from my mobile device. On or about XX/XX/XXXX I realized my Wells Fargo online profile had been blocked. I called to inquire, and was told that it was due to that fraud claim, which I then explained and my profile was unblocked. I came to realize just a few days later that my XXXX token had also been blocked due to the same reason. From that point I spoke to several different individuals from the Wells Fargo online fraud team, the online banking support team, and customer service. I was told by a young lady that my token was blocked because of the fraud and that it simply could not be unblocked. When I inquired as to why, she responded that she did not know and that she had been out on maternity leave and before she left that they could lift the restriction but since being back they could not. She then transferred me to online banking support when I asked her to speak to a supervisor. The young lady in online banking support let me know that I should have asked for a supervisor in online fraud which I told her I did do. She then transferred me back to that department and I again requested a supervisor. The young man I spoke with told me that although they could see from XXXX that the transaction was valid, that they simply could not unlock my token for use. Again, this did not make any sense if my transaction was valid and it was confirmed valid by myself and the outside bank so I asked for a supervisor and was told that he would escalate to their escalations team and someone would reach out in 3-5 business days. No one ever reached out to me, and that then began a series of me calling and requesting to speak to someone that could explain to me why they were refusing to unlock my XXXX token with a validated transaction. After about XXXX weeks of calling and being transferred to other departments, XXXX, and even early warning services I was finally transferred to the escalations team. I was then told by the associate that because there was a fraud claim that was closed and not withdrawn that they would not unlock my token. I again said that this did not make any sense, and the young man told me that they do not have anything that says this is valid. I responded that I could provide documentation and that I was already told that Wells Fargo knew it was valid by another associate. He told me that he could not tell me any more than what I had already been told. I made the decision then to close my account, and I spoke with an online banker. After speaking with her, she recommended that I speak with someone from the customer advocacy group. The person that I spoke with from there explained that someone would contact me about my claim. The next person to contact once again told me that another person from their executive escalation team would contact me. I was then contacted by XXXX XXXX by phone and email on or around XX/XX/XXXX. She let me know that she was investigating my claim. In about 3 hours I received another email from her that she was closing my claim because Wells Fargo had not received any new information from me and the decision to block my token would stand although I never actually spoke with her or was provided an opportunity to provide any new information. I called that same day and initiated another complaint. I was contact on Monday, XX/XX/XXXX by XXXX XXXX once again but I informed her that I could not speak to her because I was at work and on a zoom call. She again informed me that she would be investigating my claim and she would send me an email. She never called me back, so I attempted to call her back in XX/XX/XXXX. I was told that she and her supervisor were unavailable, and the associate I was speaking with would let XXXX XXXX know to call me back. Literally about an hour later I got an email from XXXX XXXX that she was again denying my claim. I still have not ever spoken with her or been provided a chance to provide any new information, nor told what new information could be provided. I am completely outraged that I could fully explain and validate a transaction, and it is enough to unblock my online profile but not my XXXX token? Im also completely confused as to how a claim that clearly isnt valid is enough to deny access to a XXXX token, and as to how Wells Fargo can know this information but still block my XXXX token for use. I have tried to settle this with them but the lack of accountability and willingness to even speak with me to offer a logical explanation is too bewildering for me to continue to contact them for a reasonable solution.

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