Consumer complaint received 2026-06-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: SC

Complaint narrative:
I am a decade-long customer of Wells Fargo XXXX On XX/XX/year>, I contacted customer support to report and inquire about a predatory merchant charge ( XXXX ) that has been widely flagged by consumers as a scam. The agent, " XXXX, '' asked me to confirm if I was reporting the merchant as a scam, and I stated yes. However, XXXX then informed me that proceeding with this specific merchant dispute required the immediate cancellation of my current debit card. Upon learning this consequence, I explicitly and repeatedly stated that I did not want to move forward with the process if it required canceling my card, as it would disrupt my critical pending automated transactions. I explicitly revoked any permission to proceed with that specific resolution framework. Agent XXXX refused to acknowledge my direct instructions. When I asked her to confirm that she understood I did not want my card canceled, she became argumentative, stated she was " not here to argue, '' and refused to provide direct answers. I immediately demanded to speak to a manager to halt the interaction and file a complaint. Instead of transferring me to a supervisor, XXXX placed me on a prolonged hold and unilaterally deleted my active debit card from my profile anyway, completely overriding my explicit revocation of consent on a recorded line. I was forced to hang up and call back. A second agent, " XXXX, '' confirmed my card had already been canceled. I was then transferred to a next-level support supervisor named " XXXX. " During this escalation, supervisor XXXX asked me if I wanted to proceed with blocking the merchant and opening the formal fraud claim. I explicitly responded NO, reminding her that I was calling solely to report XXXX 's unauthorized actions. By asking if I wanted to " proceed '' with a claim, which I refused, Candy inadvertently revealed that no official dispute paperwork existed by asking me again, if I wanted to proceed with the claim. Agent XXXX had simply logged into my profile and permanently deleted my active debit card out of retaliation or severe procedural failure, without an administrative trigger. XXXX XXXX then refused to mitigate the damage caused by her staff. She claimed I was " not eligible '' to have a physical card expedited, forcing a 3-to-7 business day delay, and dodged direct questions regarding Wells Fargo 's liability for upcoming automated bills that would bounce. I was forced to accept a standard mail replacement card under extreme duress solely because Wells Fargo staff had already destroyed my active account access without my authorization. My Wells Fargo app subsequently verified this by displaying : " You do not have any eligible cards to display. '' While a new card token has since auto-populated in my XXXX XXXX, the bank 's internal processing failures remain unresolved.

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 monetary relief