Consumer complaint received 2022-10-18
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
complaint is against Wells Fargo Bank I opened my checking account in XXXX I have had no problems with the bank till a couple of months ago I arranged an electronic transfer on XXXX XX/XX/XXXX using Wells Fargo online banking for the sum of XXXX usd to my account at XXXX XXXX. Wells Fargo fraud department stopped this payment. A fraud case was raised my online access was blocked and an email sent to me for information. So I had to call them to explain and prove it was actually me the account holder who asked for the transfer and I explained I was due to travel soon and needed access to my account and money. A manager restored my online banking and advised I resubmit the transfer request and the transfer was eventually processed with about two weeks of total delays. 
I did not raise a complaint at the time as the matter was eventually solved and I was promised this situation would not happen again. 
I have voice recognition setup at Wells Fargo for extra security so when I call them they know it is me on top of all the normal security questions which are asked and answered without problems. All my conversations were on recorded lines too in case referral is needed. 

A number of days after the XXXX usd arrived at my XXXX XXXX  account I arranged an electronic transfer for the sum of XXXX usd to the same XXXX  account. Again this transfer was stopped by the fraud department my online account was blocked and I received an email. I called the department again with my new " fraud '' case number and explained the situation. I explained the sum of XXXX usd was already processed and transferred. I explained I had passed security over and over again and more specifically I had passed the Wells Fargo voice recognition system which is the ultimate level of security at the bank from what I understand. 

The manager restored my online access and advised I resubmit the XXXX transfer request and it would be taken care of. I arranged the transfer yet again on XXXX XX/XX/XXXX of XXXX usd to my XXXX  account in the XXXX. After waiting a couple of business days no monies were transferred and in fact my online banking access was again blocked. I had received no warning emails this time round. I phoned the fraud team who said I had to go to a branch to verify my identity. I explained I was outside the US and this was notified to Wells Fargo way in advance. I also explained I was being put under stress as I could not use my debit card whilst in XXXX and effectively Wells Fargo had blocked access to my money when I needed it the most. The manager of the fraud team said there was nothing he could do and I should phone the Executive Office.

I phoned the executive office and pleaded for my online account to be restored and my debit card unblocked but they said it will take 10 business days to investigate. 

Finally on XXXX XX/XX/XXXX my online account was restored and I was told to resubmit my transfer request but I am too afraid to do so as if my debit card gets blocked again I literally do not have much money left to use whilst in XXXX. 

On every recorded phone call I repeated that Wells Fargo was making a mistake and that no fraud was taking place and that I will seek maximum compensation allowed in law for the stress and suffering caused to me.

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