Consumer complaint received 2025-08-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
On XX/XX/year> I attempted to use my debit card for my premier checking account and payment was denied. I immediately called the customer service number on the back of my card for Wells Fargo and was told my accounts were frozen but I would have to speak with the fraud department and no representative or other department had any information they could give me, and I couldnt be transferred to that department after over XXXX attempts to be transferred by a customer service representative resulted in automatic hang up, a recording stating I had to call back and there were no voicemail options nor email options, therefore the debit card customer service representative needed to put in a request for the fraud department to call me back. They stated once this was done once there was nothing more that could be done, I would have to wait to be contacted by the fraud department. After countless phone calls, emails, chat attempts through XXXX XXXX website chat option for customer service, I was told by a phone representative to try a branch by phone call in my state to get more information. After calling several branches I was transferred to a branch manager who I explained to that I had no idea what was happening, no access to any of my accounts, my mobile banking login was blocked, and none of my debit cards worked, therefore I was left stranded at a gas station pump on empty and unable to pay for urgently needed fuel, he asked if I recognized a transaction for {$1000.00} for XXXX XXXX which I immediately said absolutely not, and asked him if that was why my accounts were all frozen and closed within hours with no prior issues with any of my accounts or any fraud, to which he answered Im not sure but thats all I can really see, I will put a note in that this charge is not yours and not authorized so it can be handled immediately. I was emotionally distraught and asked him why I didnt receive any type of communication from fraud services when something was detected as unusual right away regarding my accounts, why I was not being helped as a victim, why all of my accounts were locked, funds frozen, and then immediately closed with no explanation, communication from Wells Fargo XXXX and how to get assistance after being told there was no option for me to contact and I had to wait to be contacted? He responded by telling me there was nothing he could do because the fraud department has more power than any manager, department, or branch employee at Wells Fargo and apologized then told me I would be contacted soon. Its been almost XXXX  days, I havent received any correspondence or communication at all from Wells Fargo after multiple written mailed demands and requests, emailed demands and requests, and demands and requests by phone call, voicemail, and chat to Wells Fargo. I have not received any payment of my funds from all of my frozen and then closed accounts and its been almost XXXX  months. I have lost my home due to having no access to my money, I have lost all items I had in storage due to this due to not having access to my money to pay the bill, I also have not recovered any loss from the fraudulent charges occurring on my account from XXXX nor the bank statement copies Ive requested daily for the last XXXX  months to know if there were additional fraudulent transactions taken from my account because Wells Fargo has refused to provide me with any communication whatsoever. This has been devastating. Thank you to the XXXX for your attention to this matter

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