Consumer complaint received 2026-06-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Formal Complaint : Unfair Claim Denial, Failure to Prevent Account Takeover, and Lack of Customer Care Date : XX/XX/XXXX To : Wells Fargo Executive Office / Claims Review Board Regarding Claim Reference Number : XXXX Account Status : Closed XX/XX/XXXX Subject : Formal Dispute of Claim Denial and Escalation of Negligent Fraud Investigation To Whom It May Concern, I am writing to formally lodge a complaint regarding the handling and subsequent denial of claim Ref # XXXX For over 20 years, I have been a loyal, valued customer of Wells Fargo. I have never experienced an unauthorized removal of funds of this nature, yet when I desperately needed my financial institution to protect me, Wells Fargo did absolutely nothing to assist. I am deeply appalled by the complete lack of client loyalty and the contradictory, deeply flawed investigation your bank conducted. Please find enclosed an official police report documenting this crime. This is a matter of law enforcement record, yet Wells Fargo continues to treat this clear cybercrime as if it were authorized activity. I demand an immediate executive review of this case based on the following critical points : Immediate Reporting and Bank Inaction : I reported this account takeover immediately, explicitly warning Wells Fargo about the pending removal of funds ( {$4900.00} ). Despite being notified in real-time before the funds even fully cleared on XX/XX/XXXX, Wells Fargo failed to intercept the transaction or protect my account. Contradictory Focus on Merchants : Wells Fargo is currently targeting a completely different merchant, entirely failing to acknowledge or investigate XXXX XXXX actual pay-out of these funds. Your internal teams are chasing the wrong entity while ignoring the actual mechanics of how this fraudulent transfer occurred. Flawed Denial Logic : Your correspondence states the claim was denied because the card was in my possession and aligned with " normal spending patterns '' when I have never made a transaction of such being that is my ENTIRE monthly salary. Wells Fargo has not provided any proof of such action being normal spending habits with the XXXX XXXX merchant. A single, unauthorized {$4900.00} card-not-present transaction does not reflect my normal spending habits. Furthermore, your team admitted this was a " card-not-present '' transaction, meaning physical possession of the card is entirely irrelevant to how the fraudster executed the account takeover. Punitive Measures Against the Victim : Rather than assisting me, Wells Fargo placed a hard hold on my account on XX/XX/XXXX, and forced its closure on XX/XX/XXXX effectively penalizing me for being a victim of a crime. While you claim the account was referred to Account Takeover Operations " as a precaution, '' your investigation completely ignored the digital signatures of an account takeover, which are further validated by the attached police report. After more than two decades of trusted patronage, to be told that I must " pursue legal options '' or " resolve the issue directly with the merchant '' because Wells Fargo lost a dispute with XXXX is unacceptable. Your bank failed to safeguard my deposits after being given immediate, real-time notice of the breach. I am awaiting the documentation packet requested on XX/XX/XXXX. Be advised that upon receipt, I will be forwarding this entire fileincluding the police report and this complaint to the Consumer Financial Protection Bureau ( CFPB ) and the Office of the Comptroller of the Currency ( OCC ) to investigate Wells Fargo 's handling of account takeovers and compliance with Regulation E. I expect a response from an executive claims representative who can look past automated denial checklists and address the actual merits of this fraud. Sincerely, XXXX XXXX XXXXXXXX XXXX XXXX Enclosure : * * Copy of Official Police Report

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