Consumer complaint received 2026-01-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am formally disputing XXXX XXXX denial of reimbursement regarding two unauthorized electronic fund transfers of {$2500.00} each on XX/XX/XXXX and XX/XX/year>. 

Your response contains factual omissions, legal inaccuracies, and misrepresentations of documented branch interactions. This letter corrects the record. 

-- - * * XXXX. XX/XX/year> Stop Payment Request Material Omission * * On XX/XX/year>, I personally visited the XXXX XXXX branch with my daughter and requested a stop payment on a recurring automatic transfer of {$2500.00}. Banker XXXX XXXX manually processed the stop payment in person and confirmed that it had been successfully placed and would take effect immediately. 

This visit occurred more than three business days prior to the XX/XX/XXXX transfer and therefore constitutes a valid stop payment request under Regulation E ( 12 CFR 1005.10 ( c ) ). 

Your response makes no reference whatsoever to this visit, despite it being the earliest, most relevant, and legally determinative event. The omission of XX/XX/XXXX from your records or analysis materially distorts the facts of this case. 

My daughter was physically present and is a direct witness to this interaction. 

-- - * * 2. Incorrect Legal Statements in Wells Fargos Response * * Your statement that stop payments are not guaranteed and that stop payments do not work on scheduled payments is legally incorrect. 

Federal law requires financial institutions to honor stop payment requests for preauthorized electronic fund transfers when timely notice is provided. When a bank fails to do so, the resulting transfer is unauthorized and liability rests with the bank. 

This is not a discretionary customer service issue. It is a statutory obligation. 

-- - * * 3. Improper Attempt to Shift Liability to the Recipient * * Your suggestion that I must attempt to recover the funds from the designated recipient directly is incorrect. 

When a transfer occurs due to a banks failure to honor a valid stop payment request, reimbursement must come from the bank. The customer is not required to pursue the recipient. 

-- - * * 4. False Representation Regarding Power of Attorney * * Your claim that there is no power of attorney on file and the branch had not had a chance to review documents is factually false. 

In XX/XX/year>, my daughter presented a valid Power of Attorney at the XXXX XXXX branch. The XXXX manager reviewed the documents and refused to accept them, demanding a certificate of incapacitation. This is not a legal requirement and was inappropriate, as I am not incapacitated. 

Your response misrepresents this interaction and again omits material facts. 

-- - * * Conclusion * * Wells Fargos denial relies on : * Ignoring the XX/XX/year> stop payment request. 
* Misstating federal law. 
* Improperly shifting liability. 
* Misrepresenting documented branch interactions. 

This is now an issue of factual accuracy and regulatory compliance, not customer disagreement. 

-- - * * Required Resolution * * 1. Immediate refund of {$5000.00} for the unauthorized XXXX and XXXX transfers. 
2. Written confirmation that the XX/XX/year> stop payment request is correctly reflected in Wells Fargos internal records. 
3. Formal correction of account history.

4. Written acknowledgment that valid Powers of Attorney will be accepted without improper or invented requirements. 

This letter corrects the record in full. 

original complaint below : I need help with this. I've had two denials by CFPB with Wells Fargo, so my mother started to cancel a recurring payment. And I'm gon na give you their response, and I'm gon na give you the letter that I wrote, and I need you to make some improvements. Okay, first I'll give you the letter I wrote, then I'm gon na give you their response.I am writing to formally complain about repeated failures by Wells Fargo to honor stop payment requests for an automatic recurring payment of {$2500.00} per month. On XX/XX/year>, my daughter and I visited the XXXX XXXX branch and requested a stop payment on the recurring {$2500.00} transfer. Banker XXXX XXXX manually processed the stop payment. After nearly an hour, she confirmed it had been placed and would take effect immediately. Because Wells Fargo confirmed the stop payment, it is legally responsible for any subsequent unauthorized withdrawals ; the funds can not be requested from the recipient. Despite this, the automatic transfers continued on XX/XX/XXXX and XX/XX/year>, resulting in two unauthorized withdrawals totaling {$5000.00}. On XX/XX/year>, I returned to the branch to reiterate the stop payment request, alone and met again with XXXX XXXX. On XX/XX/year>, my daughter visited the branch on my behalf with a valid power of attorney. The XXXX manager on duty refused to accept the POA, demanded a certificate of incapacitation ( I am fully capable ), and provided explanations that were illogical and inconsistent. When asked why this was necessary, the rationale made no sense, particularly because a valid POA can be exercised by someone who is not incapacitated. He then instructed my daughter to call the bank for clarificationdespite being present in the branchfailing to provide any direct answer or guidance. This process was unhelpful, dismissive, and unreasonable, creating unnecessary obstacles to my rights. The XXXX  manager on XXXX XXXX ( a blonde woman ) also falsely stated to my daughter that Wells Fargo would never refund the unauthorized withdrawals and that the only option was to attempt to recover the funds from the recipient, which is legally incorrect On XX/XX/year>, my daughter returned with me and met with banker XXXX XXXX, who reviewed all prior visits, documented all dates, and filed an internal Wells Fargo complaint ( ID : XXXX ). Impact : These unauthorized withdrawals caused significant stress and anxiety, as I am an XXXX person on a fixed income. XXXX XXXX repeated errors, refusal to honor the POA, and dismissive behavior constitute a failure of basic banking duty and created unnecessary hardship. Key Legal & Practical Points : The funds were withdrawn due to XXXX XXXX failure to execute stop payment requests, not any action by me. Refund of {$5000.00} must come from Wells Fargo, not the recipient of the funds. This conduct violates Regulation E, UCC Article 4, and reasonable banking procedures. Requested Resolution : Refund {$5000.00} directly from Wells Fargo for the unauthorized automatic withdrawals. Formal correction of account records. Written confirmation that future stop payment requests will be properly honored. Acknowledgment that valid powers of attorney will be accepted without requiring impossible or unnecessary documentation. Thank you for your prompt attention to this matter. Wells Fargo has copies of all statements and internal complaint. Should they not provide these, please contact me. note- the prior case was closed and this was not right. WF has not provided records for the XXXX XXXX visit and bypassed the issue of this date! This can not be allowed to happen. The request was given in person on that date and my daughter is a witness and can testify to this. WHY is wells fargo allowed to hide or not provide details of this bank visit and only reference XX/XX/XXXX?? Also she did show docs for POA they were reviewed in XXXX and was denied- why is WF not mentioning this??? 

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