Consumer complaint received 2025-10-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am writing to formally complain about repeated failures by Wells Fargo to honor stop payment requests for an automatic recurring payment of {$2500.00} per month. 

On XX/XX/year>, my daughter and I visited the XXXX XXXX branch and requested a stop payment on the recurring {$2500.00} transfer. XXXX XXXX XXXX manually processed the stop payment. After nearly an hour, she confirmed it had been placed and would take effect immediately. Because Wells Fargo confirmed the stop payment, it is legally responsible for any subsequent unauthorized withdrawals ; the funds can not be requested from the recipient. 

Despite this, the automatic transfers continued on XX/XX/XXXX and XX/XX/year>, resulting in XXXX unauthorized withdrawals totaling {$5000.00}. 

On XX/XX/year>, I returned to the branch to reiterate the stop payment request, alone and met again with XXXX XXXX. 

On XX/XX/year>, my daughter visited the branch on my behalf with a valid power of attorney. The branch manager on duty refused to accept the POA, demanded a certificate of incapacitation ( I am fully capable ), and provided explanations that were illogical and inconsistent. When asked why this was necessary, the rationale made no sense, particularly because a valid POA can be exercised by someone who is not incapacitated. He then instructed my daughter to call the bank for clarificationdespite being present in the branchfailing to provide any direct answer or guidance. This process was unhelpful, dismissive, and unreasonable, creating unnecessary obstacles to my rights. The branch manager on XXXX XXXX ( a blonde woman ) also falsely stated to my daughter that Wells Fargo would never refund the unauthorized withdrawals and that the only option was to attempt to recover the funds from the recipient, which is legally incorrect On XX/XX/year>, my daughter returned with me and met with banker XXXX XXXX, who reviewed all prior visits, documented all dates, and filed an internal Wells Fargo complaint ( ID : XXXX ). 

Impact : These unauthorized withdrawals caused significant stress and anxiety, as I am an elderly person on a fixed income. XXXX XXXX repeated errors, refusal to honor the POA, and dismissive behavior constitute a failure of basic banking duty and created unnecessary hardship. 

Key Legal & Practical Points : The funds were withdrawn due to XXXX XXXX failure to execute stop payment requests, not any action by me. 

Refund of {$5000.00} must come from Wells Fargo, not the recipient of the funds. 

This conduct violates Regulation E, UCC Article 4, and reasonable banking procedures. 

Requested Resolution : Refund {$5000.00} directly from Wells Fargo for the unauthorized automatic withdrawals. 

Formal correction of account records. 

Written confirmation that future stop payment requests will be properly honored. 

Acknowledgment that valid powers of attorney will be accepted without requiring impossible or unnecessary documentation. 

Thank you for your prompt attention to this matter. Wells Fargo has copies of all statements and internal complaint. Should they not provide these, please contact 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