Consumer complaint received 2024-11-01 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:
Subject : Complaint Against Wells Fargo for Malicious and Erroneous Fraud Action on Account Date of Incident : XX/XX/year> Summary of Events : On XX/XX/year>, I attempted a large purchase on XXXX for {$4800.00}, which was flagged for review by Wells Fargo. I received a text message from Wells Fargo requesting confirmation of the transaction. I promptly replied yes, confirming that I recognized the transaction, allowing it to proceed. 

Later that same day, I attempted a smaller purchase at XXXX XXXX for a prescription totaling {$190.00}, necessary for my ongoing health. To my surprise, this transaction was declined. I called Wells Fargo for assistance and was informed that I needed to wait for a callback. During this delay, I was in line at XXXX, and the situation became increasingly uncomfortable and embarrassing. 

When I received the callback, the representative was rude and frequently interrupted me, making it difficult to explain my need for expedient access to my funds. Frustrated, I used strong language to express my dissatisfaction. The representative then referred me to the Fraud Department, though by this point, I had already provided my identity verification details, including my full name, response to their security text, and the last four digits of my Social Security number. 

When I reached the Fraud Department, I was further frustrated by another agents dismissive attitude and indicated that the experience was highly inconvenient and unfair. The representative abruptly ended the call and, despite having received all necessary identification information, flagged my account as a potential case of identity theft. This action subsequently locked my card in XXXX XXXX, preventing me from accessing my funds. 

Seeking a resolution, I visited a local Wells Fargo branch, where I once again provided all required identification, my PIN, and verification. I successfully withdrew cash, and a banker from Wells Fargo contacted the Fraud Department on my behalf to confirm my identity. I was assured by the representative that all holds and blocks would be lifted from my account. 

However, when I returned to XXXX and attempted to use my Wells Fargo card again, it was still declined. I called Wells Fargo once more, speaking with another representative who acknowledged the situation and indicated that my experience should now be resolved. However, she suggested that the issue might lie with XXXX XXXX, not with the Wells Fargo card itself. Following her advice, I reset my XXXX XXXX by removing and re-adding the card and called XXXX for further confirmation. XXXX support confirmed that everything should be in working order. 

After multiple attempts and no resolution, I called Wells Fargos Fraud Department a final time, requested a supervisor, and informed them that I intended to consult an attorney. I also advised them that I would be filing a complaint with the CFPB due to Wells Fargos actions, which I believe caused unnecessary emotional distress and hindered my access to critical health-related purchases. Wells Fargo was aware that I required access to my funds for essential medication, yet they continued to impose unnecessary restrictions, despite having ample information to verify my identity and confirm the legitimacy of my transactions. 

Nature of Complaint : Wells Fargo has deliberately and repeatedly mishandled my account access by : Flagging my account for identity theft despite receiving and verifying all necessary identification. 
Deliberately causing significant delays and restrictions, even after verification, impacting my ability to make critical health-related purchases. 
Failing to remove erroneous blocks on my account after multiple confirmations of my identity. 
These actions resulted in emotional distress, an invasion of privacy, and financial harm. I respectfully request that the CFPB investigate Wells Fargos handling of this matter and take appropriate action to prevent this from occurring to other consumers in similar situations.

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