Consumer complaint received 2026-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: WY

Complaint narrative:
CFPB Complaint Fraud Department Gave False Information on XX/XX/XXXX and Failed to Assist in Locating My ATM Deposit Summary : On XX/XX/XXXX, I made multiple calls to XXXX different official Wells Fargo phone numbers trying to get immediate help locating and freezing a {$17000.00} cash deposit I had just made into a Wells Fargo ATM at the XXXX XXXX branch in XXXX, XXXX. My XXXX XXXX bill confirms these calls. Instead of assisting me, the fraud department gave false information, including telling me they could not locate the deposit without the full name or account number of the receiving account, and instructing me to go to a branch that was closed the next day for XXXX. These statements were misleading, contradicted standard banking procedures, and delayed the fraud response. -- - Details of the Issue XXXX. On XX/XX/XXXX, I made multiple calls to XXXX different Wells Fargo numbers. All numbers were legitimate Wells Fargo numbers. My XXXX XXXX bill shows each call. I was urgently trying to get help locating and freezing a {$17000.00} ATM deposit I had just made. 2. This was the first time I was told I needed the full name and/or account number to locate my own ATM deposit. The fraud department told me : They could not find the deposit without the full name of the receiving account holder Or the account number This is false. Banks can locate ATM deposits by : ATM ID date/time location transaction sequence cash envelope ID ( if applicable ) internal ATM logs No consumer would have the full name or account number of a fraudulent receiving account. This requirement is unreasonable and contradicts standard fraudresponse procedures. 3. I was told to go to the branch where I made the deposit even though it was closed for XXXX. The fraud representative instructed me to : Go to the branch where you made the deposit. However : The XXXX XXXX branch was closed the next day for XXXX. They knew this. They still told me to go there instead of helping me over the phone. This delayed the fraud response and prevented immediate action to freeze the deposit. 4. I was actively trying to prevent loss, and Wells Fargo failed to act. During these calls : I explained the deposit had just occurred. I asked them to freeze the deposit immediately. I asked them to locate the ATM transaction. I asked for urgent help because I believed I had been scammed. Instead of assisting, the fraud department : Gave false requirements Provided misleading explanations Sent me to a closed branch Failed to locate the deposit Failed to freeze the deposit Failed to escalate the case properly 5. This misinformation directly contributed to the preventable loss. Had Wells Fargo : located the ATM deposit frozen the receiving account escalated the fraud report or acted on my multiple calls the loss could have been prevented. -- - Impact on the Consumer I made multiple legitimate calls on XX/XX/XXXX that were ignored or mishandled. I was given false information about needing a full name/account number. I was sent to a branch that was closed for a holiday. My urgent request to freeze the deposit was not acted on. The delay caused by misinformation contributed to the loss of {$17000.00}. I have lost confidence in XXXX XXXX fraudresponse procedures. Attached XXXX XXXX verification of usage on XX/XX/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