Consumer complaint received 2025-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
This complaint relates to a prior CFPB complaint I filed -- Wells Fargo Complaint ID # [ XXXX ] but I am submitting a new complaint because Wells Fargo has provided new written correspondence from their Executive Office that confirms they applied the wrong Regulation E standard.

CFPB COMPLAINT NEW EVIDENCE FROM WELLS FARG

O EXECUTIVE OFFICE I am submitting a new complaint because Wells Fargo sent me an Executive Office letter that confirms they are still applying incorrect Regulation E standards, and their second investigation did not comply with federal law.

This letter constitutes new evidence.

1. Wells Fargo admits in writing they used the wrong 60-day rule The Executive Office letter states : Customers are responsible for reviewing their account statements and reporting claims within 60 days after the statement was mailed or made available.

This directly contradicts 12 CFR 1005.6 ( b ) ( 3 ), which says the 60-day period begins when the consumer first becomes aware of the unauthorized electronic fund transfer.

Their own letter proves that Wells Fargo is still applying an incorrect standard.

2. Wells Fargo wrongly classified the claim as a merchant dispute The Executive Office letter states : As such, we concluded this is a dispute between you and the merchant.

This is incorrect.

Regulation E requires the bank not the consumer to investigate unauthorized EFTs regardless of merchant involvement.

Classifying an unauthorized debit as a merchant dispute is a Regulation E violation.

3. They still did not provide the full investigation file The Executive Office letter states they completed research, but the only documents enclosed were the previous claim letters.

They did not provide : the evidence they relied upon proof of my authorization transaction logs internal investigation notes any of the documents required under 12 CFR 1005.11 ( d ) This violates the requirement to provide the documentation relied upon when denying a claim.

4. Their second investigation was not an investigation at all After receiving additional evidence from me, the bank : did not correct the legal standard did not reconsider the timeline based on date of discovery did not reevaluate the unauthorized transactions simply repeated the original denial This is not a good-faith investigation as required under Regulation E.

5. The banks incorrect handling led to account closure and reporting to Early Warning Services My account was closed and reported to a consumer reporting agency because of an investigation the bank now confirms was completed under the wrong legal standard.

This has caused financial and reputational harm.

What I am requesting : 1. A new, independent, Regulation-Ecompliant investigation.

2. Review of the Executive Office letter as new evidence of a misapplied legal standard.

3. The complete investigation file as required by law.

4. Correction of any negative reporting to Early Warning Services.

5. Restoration of the improperly reversed provisional credit.

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