Consumer complaint received 2025-07-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Phone : XXXX Email : XXXX Date : XX/XX/year> To : Wells Fargo Bank XXXX : Ongoing Issue with XXXX and Online Banking Profile Account # XXXX Dear Wells Fargo, I am writing to formally file a complaint regarding an ongoing issue with my Wells Fargo online banking profile and XXXX XXXX, which has remained unresolved since XX/XX/year>. My personal account number is XXXX. 

Earlier this year, my sisterwho is a XXXX customerattempted to send me money via XXXX. The transaction failed, and I received an email from Wells Fargo stating that my XXXX access had been suspended due to suspected activity. For approximately XXXX months following this, my online profile indicated that I had personally requested to disable XXXX, which I had not. 

I contacted both XXXX and Wells Fargo multiple times. XXXX informed me that they do not have access to the Wells Fargo platform and advised me to contact Wells Fargo. Wells Fargo, in turn, directed me back to XXXX, resulting in a frustrating cycle with no resolution. 

Around XXXX, I regained limited access to the XXXX enrollment page. However, each time I attempted to enroll my personal phone number ( XXXX ) or email address ( XXXX ), I received the following error message : We couldn't enroll [ your contact ]. Please try again later. 

More recently, I emailed banker XXXX XXXX XXXX at the Wells Fargo branch in XXXX, NY. He contacted the backend banking department and spoke with technical support. They advised that the issue may be due to a corrupted or stuck online profile and recommended that I be fully unenrolled from online banking and then re-enrolled to reset my profile. 

An appointment was scheduled for XX/XX/year>. However, upon arrival, I was assisted by XXXX XXXX and Branch XXXX XXXX XXXX. XXXX XXXX informed me that I could not have both a personal and business XXXX profile at the same time and that I would have to choose XXXX or the other. I explained that the issue with XXXX began long before I opened my business account, and after opening the business account, I never even enrolled the business profile in XXXX. My focus has always been on fixing my personal XXXX enrollment. 

Unfortunately, I do not believe XXXX XXXX fully understood what I was trying to explain or the history of the issue. Despite my efforts to clarify, the root of the problem was not addressed during my visit. 

In addition to the ongoing XXXX issue, I have also noticed several small glitches and unusual behaviors on my Wells Fargo online banking profile, which further suggests that there XXXX be a deeper technical issue with my account. 

Furthermore, I informed XXXX XXXX that XXXX had previously contacted the banker support department, who advised that I return to the branch, contact them again while present, and request that my online profile be reset or that I be unenrolled and re-enrolled in Wells Fargo XXXX. That step was never taken. 

Even after I attempted to unenroll my business account from XXXX, and then tried to enroll a new phone number or email for my personal account, I continued to receive the same error messages, confirming that the issue is not related to the business profile. 

I have attached supporting documentation for your review.

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