Consumer complaint received 2023-12-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I have been a loyal customer with Wells Fargo for approximately 9 years and the way that I have been treated these past XXXX weeks, in the midst of the holiday season - has been the worst experience I've ever endured by a banking institution. On XX/XX/XXXX an email was sent notifying me that my online banking was completely restricted/shut down by Wells Fargo because an individual by the name of XXXX XXXX claimed that the two XXXX transactions for {$500.00} and {$300.00} he sent me on XX/XX/XXXX was fraudulent. Wells Fargo did not call me, nor did they request any type of proof before shutting my online access down. I had to take the initiative to call and find out what was going on and that's when I was made aware that a fraud claim was made against me. I had to call ceaselessly after that to try and get information on how I could rectify the situation - before a representative would even give me a fax number where I could send proof that the transaction was indeed valid. I was told that it would take up to 10 business days for an investigation, but three days later Wells Fargo decided to completely close all of my accounts, block me from accessing my funds and stopping all of my automatic recurring payments which includes my two car payments, car insurance, utilities, five credit cards, loan payments and an upcoming direct deposit from my job ( which has been this way for the past 5 years ). This is all being done with absolutely no viable proof that I committed any fraudulent activity on my account! If {$800.00} was in question, why did Wells Fargo freeze all of my money and accounts and not just the {$800.00} until the investigation is complete? Why was my online banking completely shut down, and not just XXXX? Seeing as I have multiple accounts and only my checking account is being investigated- why was my savings account and my daughter 's account that was linked to me also impacted? 

Do you know how embarrassing it is for a XXXX  child, to enter the store XXXX shopping for her friends and family, only to be declined at the register knowing that she had sufficient funds in her account? Seeing as I had absolutely no funds to cover all of the upcoming payments that would bounce, provide grocery in the house, pay my utilities, buy gifts for family and friends, reimburse my daughter, etc... Wells Fargo 's lost prevention team authorized {$3000.00} to be released to me on XX/XX/XXXX from my Savings account ( which should have never been frozen to begin with ). On XX/XX/XXXX I received a call from the hospital due to a scheduled upcoming XXXX I have on XX/XX/XXXX that I would need to pay my deductible prior to the procedure. I went back to Wells Fargo on XX/XX/XXXX to try and have funds released from my Checking account ( the one in question ) and Lost Prevention denied the release stating that they already gave me {$3000.00}. I reiterated that the additional funds I'm requesting is for my upcoming XXXX, and that the Hospital needed the deductible payment by the XXXX - and the rep advised that I reschedule my XXXX. They had no compassion or understanding for my situation. I waited 4 months for the XXXX, and for that Tier 2 representative to tell me I needed to change my XXXX date- was beyond disrespectful and distasteful. They don't know if this is a XXXX XXXX XXXX XXXXXXXX, nor the extent of what I'm going through. To freeze all of my funds, more than the amount in question should be illegal.

Every representative has a different story, and no one has been willing to assist me. I'm just being told to wait 10 business days from XX/XX/XXXX - but what am I waiting on when I've received emails and spoken to Lost Prevention who advised that my accounts will be closed indefinitely. There is no thorough investigation being done. It seems like anyone can call their bank and ruin someone's life with false claims. This institution is not being rationale, nor are they taking into account my long standing relationship and stature with them. 

I have provided and still am willing to provide all documents showing that XXXX XXXX did indeed XXXX me two separate transactions on XX/XX/XXXX. I have faxed Online Fraud Claim four times, and no one in that department after calling daily for an update -can simply advise if they received the fax. This is the first time that I can say I am truly disappointed in this bank. To make matters worse, when I went into the branch, the branch manager contacted the Executive branch to file a complaint seeing as I had the proof with me, and they are now questioning the amount of XXXX transactions I have ( XXXX birthdays in the past 3 months, coworkers XXXX for food, family sending money, friends, and I also have a XXXX XXXX ( which account - Wells also closed ). XXXX is literally the method of money transfer for most people. It seems that at this point, they are looking for every reason to shut me down. The way I've been made to be a villain without even seeking my side is very disheartening. 

I would like for someone who actually values me as a loyal customer, with no prior incidents on any of my accounts to please look into this matter and resolve it. I am completely without my hard earned funds. I have not been able to sleep, or function since XX/XX/XXXX. I am stressed and truly devastated with what is happening to me, and it's really taking a toll on me emotionally. I have placed more XXXX XXXX XXXX XXXX XXXX having to drive to the bank daily to try and fax paperwork over to the Online Fraud Claim department. No one is willing to help, nor give me answers on how I can regain my accounts. I did absolutely nothing wrong, and I am being accused because if hearsay. Three accounts completely blocked and shut down because of an individuals false claim? Lying to a federal insured bank should be a crime! Yet I am the one fighting to clear my name, accounts status, XXXX token, and the future relationship with Wells Fargo when there is more than sufficient proof to show the XXXX payment I received were legit.

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 non-monetary relief