Consumer complaint received 2026-07-21 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding the handling of a business check deposit into my Wells Fargo Business Checking account, the inconsistent information I received, and the customer service I experienced while attempting to resolve the matter. I have been a Wells Fargo customer for approximately XXXX years, and this experience has significantly damaged my confidence in the bank. Timeline of Events On XX/XX/year>, I deposited a legitimate business check from XXXX of my clients into my Wells Fargo Business Checking account. Immediately after the deposit, I was notified that a hold had been placed on the check and that the funds would be available on XX/XX/year>. On XX/XX/year>, I checked my Wells Fargo account expecting the funds to be available. The funds were still unavailable. I also checked my Wells Fargo mobile application and my email and found no notification indicating that the hold had been extended. Because I had received no notification, I contacted Wells Fargo Customer Service to determine why the funds had not been released. Customer Service Experience The first representative was unable to provide additional information regarding the hold. I therefore requested to be transferred to the Escalations Team. I was connected with XXXX XXXX. Throughout the conversation, I attempted to understand why the hold had been extended and asked several questions regarding the status of my deposit. On multiple occasions, my questions went unanswered. At XXXX point I asked whether I was being ignored because there was extended silence on the call. XXXX XXXX responded by asking, " Are you done talking? '' She repeatedly stated that nothing was going to happen, that the hold would remain in place, and that she was the highest authority available. She also threatened to terminate the call. At no point was I provided with a meaningful explanation, a practical solution, or an opportunity to speak with anyone with additional authority. I ultimately ended the call because it was clear that no assistance would be provided. The interaction left me feeling dismissed and disrespected as a long-time customer. Visit to the XXXX XXXX XXXX Branch Immediately after the phone call, I went in person to the Wells Fargo branch in XXXX XXXX XXXX. The XXXX XXXX, XXXX, attempted to assist me and contacted Wells Fargo 's back-office department on my behalf. Unfortunately, despite his efforts, he was unable to obtain any assistance because the back office refused to transfer us to the XXXX Department or anyone with authority to discuss or review the hold. Inconsistent Explanations During my interactions with Wells Fargo, I received different explanations regarding the reason for the hold. Initially, I was told there was unusual activity or possible fraud associated with the account on which the check was drawn. My client immediately contacted XXXXXXXX XXXX, where the check originated. XXXX confirmed that : The account was in good standing. The funds had already been debited from my client 's account. There were no issues reported with the account. After this information was relayed, I received a different explanation from Wells Fargo indicating that the bank had attempted to collect the funds but that they were unavailable. These differing explanations left me without a clear understanding of the actual reason for the extended hold. Business Impact I operate a business and rely on timely access to legitimate client payments in order to conduct normal business operations. As a result of this situation, I spent several hours attempting to obtain accurate information by : Contacting Customer Service. Requesting escalation. Visiting a Wells Fargo branch in person. Involving my client, who contacted her bank to verify the status of the check. Working with the Branch Manager in an attempt to obtain assistance. Despite these efforts, no one was able to provide a consistent explanation or connect me with the department responsible for making the decision. As of the date of this complaint, my business account has become approximately {$1900.00} overdrawn, creating additional financial stress and uncertainty. This experience has also caused me to lose confidence in depositing future business checks with Wells Fargo because I no longer know whether legitimate client payments will be made available according to the dates communicated by the bank. Requested Resolution I respectfully request that Wells Fargo : Conduct a formal review of this extended hold. Provide a written explanation identifying the specific reason for the extended hold and the policy under which it was applied. Explain why I did not receive notification that the hold had been extended before the original availability date. Review the conduct of the representatives involved in this matter, particularly my interaction with XXXX XXXX. Review why neither I nor the Branch Manager were permitted to speak with or obtain assistance from the department responsible for the decision. Reimburse any applicable account fees incurred as a result of this matter and consider providing an appropriate goodwill credit for the significant time, inconvenience, and disruption caused. Respond to this complaint in writing. I have attached screenshots and supporting documentation that corroborate the timeline described above. After approximately XXXX years as a Wells Fargo customer, I expected transparent communication, consistent information, and meaningful assistance when seeking help with my business account. Instead, I encountered conflicting explanations, an inability to escalate my concerns, and customer service that fell well below the standard I believe customers should expect. I appreciate your prompt attention to this matter and look forward to your written response. Sincerely, XXXX XXXX

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