Consumer complaint received 2022-09-21
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX I received an email stating my Wells Fargo checking account was to be closed by XX/XX/XXXX of this year. On XX/XX/2022 I called in and was on the phone with them for over 2 hours and was transferred MANY times and no one was helping me with me issue they said that was there was nothing they could do that they would have to transfer me to the right department There was fraud done on my account so I had to file a couple fraud claims because I wasnt about to get charged for things I didnt purchase. My phone was stolen and I stated that to them numerous times before I got this email! I filed these claims back on XX/XX/2022 and I got a call yesterday stating to call back in to check the status of them so I did and they said it was filed wrong and it was filed as a dispute and not as fraud and I was telling them that it wasnt my fault they filed it wrong the initial time I called in for this issue I am not one argue about these types of things with the representative I am speaking to because it wasnt their fault technically but this matter was supposed to be taken care of within a time period and it wasnt and they stated I would get a credit if It was! Which still have yet to get any credit to my account. The representative then filed two new claims for fraud on my account and she said it should be done no later than XX/XX/2022 to get the money fully put into my account! Once I got off the phone for this issue thats when I received the email of where my account was being closed on XX/XX/2022 for security reasons and I could not open an account for 12 months with then. I have done literally everything I was advised to make sure my account was secured as far as getting a new card, changing my username, password, getting a new phone and literally doing everything they advised me to do to secure my account and help fraud not happen again but they are going to close my account when Ive done literally nothing wrong whatsoever. Before I had filed these claims my account had never been flagged for anything but after I filed these claims I am getting punished for something that was totally out of my hands. I complied with everything they asked me to do, called in when they asked to do within the timeframe they gave me I have all the claim numbers and departments of where to call to get updates. I am extremely frustrated because they are revoking my access to my account at all now where I can go online and see my balances or claim statuses. No customer should ever be punished for something that was done on their account that was literally out of their hands but the bank is doing it for SECURITY reasons. Ok if thats the case close that account and give me a whole new one and transfer my money over to a new account but no they couldnt do that! I have never dealt with fraud before i even stated that on my calls I made to them so I was praying they would be a bit more sympathetic about it since I am overthinking everything at this point. But no they are punishing me and closing my account its beyond ridiculous! Wells Fargo this last month has been nothing short of a pain in my XXXX. I am at loss of words for how they handled this issue.

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