Consumer complaint received 2025-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
This is going to be long. 

For the most part, Wells Fargo 's phone operators and bankers are XXXX. I am not saying every single of them is a XXXX  but for the most part they are, I would say 9 out of 10 of them are XXXX. I should not have to write this through CFPB, this should have been resolved in one phone call, but because your phone operators are XXXX I have no option but to put this in writing. This is how things escalate because of a bunch of XXXX working in Wells Fargo call centers or from their home in some overseas countries watching television. 

XXXX XXXX : FIRST PHONE CALL : Online banking issue unresolved. I was trying to make a XXXX transfer and the Wells Fargo app asked me to confirm the code they sent me via text message. I never received the code. I tried many times but the code did not come through via text message. I called Wells Fargo, and the female operator said that the code will come from the number XXXX. I have received codes from this number in the past, but on XXXX I was not getting any codes from this number or any number. The operator said she can put a request for the back office to look into it and fix the problem. I needed to transfer the money ASAP, so I asked her to get the escalations team on the line. XXXX from the escalations team took the call. I explained to him the issue. XXXX said he does not see any error from his end so there is nothing he can do about it. So, then I asked XXXX to ask the back-office team to fix the problem. XXXX said because he does not see any error he won't contact the back office. So, my issue remained unresolved because of the XXXX named XXXX. 

XXXX XXXX : SECOND PHONE CALL : I called Wells Fargo to fix the issue and also to lodge a complaint against XXXX. A female picked up the call, it took me few seconds to realize she was another XXXX I asked her right away to get the call transferred to the next level support. The call was transferred to the next level support. A female from the next level support picked up the call, and said the previous phone operator informed her that the phone call was disconnected so you want to lodge a complaint. I told this next level support operator that I never said anything like that. I then told her that I want to make two separate complaints : one against the phone operator who transferred the call to her and falsely told her that apparently a phone line was disconnected, and then a separate complaint about XXXX. This next level support operator took the first complaint and gave me a reference number for the complaint. I asked her to lodge the second complaint about XXXX separately and give me a separate complaint reference number. She said she can not give me a second reference number. Then, she put me on hold for a long time. She came back to the call and said she has checked, and confirmed me that after she lodges the second complaint, she would be able to give me a second reference number for the second complaint. So, then I told her about what happened with XXXX on the XXXX. Then this next level support operator said she can not give me a complaint reference number for this second complaint. I asked her that you confirmed me before that after you lodge the second complaint you will give me a separate second reference number. She said, she won't give me any reference number for the second complaint ; She said that she will not take this as a complaint but as feedback. So, this next level support operator refused to even take the complaint against XXXX, in order to save XXXX 's back ; I suppose they know each other so they have to look out for each other. I told this next level support operator that I will file a written complaint against her for lying to me, to which she said " NO PROBLEM. '' I suppose she knew that my complaint against her would go nowhere. That's what happens when someone knows that 9 out of 10 employees working at Wells Fargo are jerks like her, so chances are my complaint will go into the hands of another jerk and eventually the complaint would go nowhere. Then, I appropriately responded to her, just the perfect way a XXXX should be appropriately be responded to. However, I didn't catch her name, so I called a third time to get this next level support operator 's name. 

XXXX XXXX : THIRD PHONE CALL : I called Wells Fargo a third time to get the name of the previous next level support phone operator. During this third call, I asked the operator right away to transfer the call to the next level support. The next level support operator took the call ; I asked this next level support to provide me with name of the next level support operator from the previous phone call but her name was not provided to me. She did offer me help, but I couldn't trust these jerks anymore, especially after what happened in the previous two phone calls. 

I suppose Wells Fargo call it " next level support '' because they are next level jerks, very appropriately. 

My issue with receiving codes via text message still remains unresolved, which should have been resolved in the first call. Instead, I ended up getting bullied and harassed by a bunch of XXXX working at Wells Fargo!

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