Consumer complaint received 2025-07-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am filing a complaint against Wells Fargo Bank in regard to what I believe is unethical and improper handling of my accounts. On XX/XX/XXXXXXXX  while attempting to utilize my debit card with the available funds at a restaurant I came to realize that my debit card had become inactive without any notice provided. Upon calling the bank and making contact with customer service, I was advised that all my debit cards for my banking account had been revoked for one calendar year due to claims disputes that I had submitted. When I inquired about how this occurred without me having any notice, they could provide no explanation other than to say my accounts would remain open and that it was to " protect my funds ''. I also inquired how I would be able to access my funds for immediate use that night to which no solution was available. This placed me in an immediate problematic situation where I was unable to pay for my food at the restaurant and another patron had to step in to assist and pay and I was unable to attend my XXXX appointment on XX/XX/XXXXXXXX  due to no digital payment option. Due to not being provided notice, I was unable to make alternate banking arrangements. Additionally, no one from the claims team reached out to ask for any documentation or substantiation of my claims. All of which I have information to support and are all valid. This has left me having to borrow money from family and friends due to not being able to access my funding, as even XXXX was restricted/limited as well as jeopardized my health by missing critical treatment. This is unacceptable. I have filed executive complaints due to this lack of communication and no advisement of the process occurring which would allow me to make provisions. 

On XX/XX/XXXX, I received correspondence in the mail that told me my debit card was removed, nearly yeo weeks after my cards were deactivated. Additionally the letter only addressed one of my accounts and not all impacted. 

Today, XX/XX/XXXX I received a call from XXXX XXXX with the executive team who advised me that my complaint was being closed with no resolution. He advised he had completed research and found no errors. When I questioned how this could be accurate as I had not been asked for any documentation to prove my claims he had no answer. I recorded our conversation as the information being provided to me is inconsistent with documented evidence I have related to my issue. Additionally, I can substantiate that my clams submitted were actually validated through the merchant and hospital upon my admission and time stamps of each charge. None of this information was requested or taken into consideration. XXXX instead provided a XXXX number to speak with front line claims support to start the process again if I had questions. After a thorough XXXX search, I found the information to reach the executive team directly and filed an appeal case number XXXX.

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