Consumer complaint received 2026-04-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Company : Wells Fargo Bank , N.A . Product : Checking Account Issue : Deposits and withdrawals/ Funds not available/ Incorrect information provided Wells Fargo Case Number : XXXX Complaint : I am submitting this complaint regarding a serious issue involving Wells Fargo that has caused me significant financial hardship as a result of incorrect guidance provided by their representatives. On Friday, XX/XX/XXXX, I received a paper payroll check after updating my direct deposit information with my employer. I initially deposited the check using the Wells Fargo mobile app. When the funds were not made available, I contacted Wells Fargo customer service for assistance. During that call, I was explicitly advised by a Wells Fargo representative that I could go into a local branch, deposit the same check with a teller, and that the mobile deposit could be canceled. Relying on this instruction, I went to a Wells Fargo branch and completed a second deposit with a teller. Subsequently, Wells Fargo reversed both deposits, resulting in my account being overdrawn by approximately {$2300.00}. I was later informed by multiple representatives and managers that the funds had been returned to my employer and that there was nothing further they could do. This situation occurred solely because I followed the instructions provided by Wells Fargo. At no point was I warned that depositing the same check again could result in both transactions being reversed or that this action could lead to a complete loss of access to my funds. As a result of Wells Fargos actions : I have no access to funds for basic necessities such as food, gas, or emergency expenses I have experienced significant financial distress and disruption to my daily life I am at risk of additional financial harm due to potential fees or missed obligations Despite explaining this situation, Wells Fargo has refused to provide any meaningful resolution, citing that the funds were returned to my employer. This response fails to address the fact that their incorrect guidance directly caused this issue. Requested Resolution : I am requesting the following : Immediate financial relief, including a provisional credit or hardship accommodation due to the financial harm caused Reimbursement of any overdraft fees, penalties, or related charges resulting from this incident Written confirmation of when and how the funds were returned to my employer Assistance in expediting the reissuance of my payroll funds A goodwill compensation for the hardship, distress, and inconvenience caused A formal investigation into the incorrect guidance provided by Wells Fargo staff, including a written explanation of how this occurred This situation represents a failure in both customer service and internal controls. I relied on Wells Fargo as the financial institution handling my account, and their guidance directly resulted in my current financial hardship. I am requesting urgent review and resolution of this matter. XXXX XXXX XXXX : Email at 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 monetary relief