Consumer complaint received 2024-12-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Late or other fees
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am writing to provide a detailed account of the circumstances surrounding the freezing of my bank Checking Account XXXX, by Wells Fargo Bank around late XXXX, XXXX. As a dual citizen, I was unaware of any policy changes or requirements that would impact my banking activities. I have been a loyal customer of Wells Fargo since XXXX, and throughout this period, I have consistently managed all my financial obligations responsibly. 

Since opening my account, I have set up automatic payments for all my loans, credit cards, and utility bills. This system has ensured that I have never missed a payment or incurred any late fees. My financial record reflects a history of punctuality and diligence, underscoring my commitment to maintaining good standing with all my creditors. 

Around XXXX, my Wells Fargo account was frozen due to compliance actions taken by the XXXX XXXX XXXX XXXX XXXX ( XXXX ). I was not seeing aany issues related to my dual citizenship since I am an asylee who can not back to my home country forever, and in fact, am absolutely American. This sudden freeze not only restricted my access to funds but also disrupted the automatic payment arrangements I had in place. 

As a direct consequence of the account freeze, my automatic payment to my XXXX XXXX XXXX  credit card, Account Number XXXX, did not process in XX/XX/XXXX. This resulted in a late payment being recorded on my credit report, negatively impacting my credit score. The late payment was entirely beyond my control and solely attributable to the unexpected and unexplained freezing of my account by Wells Fargo. 

Following the account freeze, I visited XXXX Wells Fargo brancheslocated in XXXX, XXXX, and XXXX, XXXX different days in an attempt to resolve the issue. Despite my repeated efforts, I was unable to receive any resolution or clear guidance from the branch staff. This lack of support has caused me significant distress, leaving me unable to access my funds or address the consequences of the freeze. 

The situation has not only affected my financial stability but has also unjustly tarnished my credit history. I am seeking to resolve this matter by : Understanding the Reason for the Account Freeze : I request a detailed explanation from Wells Fargo regarding the specific reasons and regulations that led to the freezing of my account. Clarity on this matter is essential to prevent any future occurrences. 

Restoring Access to My Account : I wish to have the freeze on my account lifted promptly so that I can resume normal financial activities and reinstate my automatic payment arrangements.

Rectifying the Impact on My Credit Report : I seek assistance in addressing the late payment reported by XXXX due to the account freeze. I request that Wells Fargo provide documentation or communication to XXXX explaining the circumstances, so that the late payment can be removed from my credit history. 

Improving Customer Support : I request that Wells Fargo review the branch-level handling of such cases to ensure customers facing similar issues receive timely and effective assistance. 


It is my sincere hope that Wells Fargo will acknowledge the unintended consequences of the account freeze and work with me to rectify the situation. I value my relationship with the bank and wish to continue as a customer in good standing. I appreciate your prompt attention to this matter and am available to discuss any details or provide additional information as needed. 

Sincerely, XXXX 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