Consumer complaint received 2025-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: ME

Complaint narrative:
I am writing to formally dispute XXXX XXXX contention that I altered a check or engaged in fraudulent activity while attempting to deposit legitimate checks via the Wells Fargo mobile app. The attached letter dated XX/XX/XXXX details Wells Fargo 's false assertion that I fraudulently altered a check. This is false, and National Banks like Wells Fargo should be held to a higher standard to prevent this from happening to me, and to other unsuspecting customers who be damaged by their wrongful and unfair actions. 

Additionally, I contest the decision to close my account, which I believe is unjust, potentially unlawful, and based on a misunderstanding of the circumstances. As a banking professional with 18 years of experience and a FICO score exceeding XXXX, I have an impeccable financial record and have never engaged in fraudulent, questionable, or illegal bank-related activity. 

Wells Fargo 's wrongful closure of the account prevents me from taking advantage of the promotional account opening bonus of {$320.00} for the account opening through funding the account and using payroll direct deposit- which I began taking measure to authorize. 
I am requesting Wells Faro pay me an amount of triple the bonus - 3 X {$320.00} ( {$970.00} ) that they have wrongfully withheld from me. 

Between XX/XX/XXXX and XX/XX/XXXX, I attempted to deposit legitimate checks using the Wells Fargo mobile app but encountered repeated failures. Concerned, I contacted Wells Fargo customer service on multiple occasions to seek clarification. I spoke with three separate representatives who provided the following explanations : 1 ) The account was new, and I should try again the next day.

2 ) Account setup could take a few days, and I should retry later.

3 ) The mobile deposit feature might not be fully functional for up to 30 days after account opening.

These representatives repeatedly lied to me and were either incompetent or intentionally advising me to take the wrong measures toward resolution. This type of misconduct is reprehensible and can not be permitted in a highly regulated environments such as banking, where a customer 's financial reputation is at risk. Wells Fargo has potentially harmed my reputation.

Relying on this guidance, I made additional attempts to deposit the checks, believing the issue stemmed from account setup delays as communicated by your representatives. At no point was I informed that my actions could be interpreted as improper or fraudulent, nor was I advised to cease using the mobile deposit feature. My actions were in good faith, consistent with the instructions provided by Wells Fargo staff.

I was shocked to learn that Wells Fargo interpreted my repeated deposit attempts as fraudulent or indicative of check alteration. This is a serious mischaracterization. The checks in question were legitimate, unaltered, and intended for deposit into my account. I have provided copies of the checks, and I am prepared to provide proof of their origin, and any additional documentation to substantiate their authenticity.

Furthermore, the decision to close my account is unwarranted and causes significant inconvenience.

As a former banking professional, I understand that errors can occur, but closing an account without clear evidence of wrongdoing or an opportunity to address the issue is unfair and potentially violates banking regulations, including those related to fair treatment under the Consumer Financial Protection Bureau ( CFPB ) guidelines.

I respectfully request the following : 1. A detailed explanation of the basis for Wells Fargos fraud allegation and account closure decision, including any evidence supporting the claim of check alteration or fraudulent activity.

2. Immediate reinstatement of my account, pending a thorough investigation of this matter.

3. Remove the stop placed on two pending ACH deposits from my accounts at XXXX XXXX and XXXXXX/XX/XXXX of which both accounts were authorized through your ACH trial deposit process. 

4. Removal of any negative reports submitted to ChexSystems or other banking databases that may have resulted from this incident, as they are inaccurate and damaging to my reputation.

5. A payment of {$970.00}, which is equal to triple damages for the {$320.00} account opening bonus Wells Fargo has wrongfully and unfairly prevented me from receiving, and for the disruption, inconvenience, and potential damage to my reputation.

6. I request confirmation in writing that this matter has been resolved in my favor.

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