Consumer complaint received 2025-02-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: IN

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IN XXXX XXXX XXXX Date : XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX  XXXX Subject : XXXX XXXX XXXX Wells Fargo for Unauthorized Account Adjustment, Gross Negligence, and Resulting Financial and Emotional Harm Dear CFPB Representative, I am writing to file a formal complaint against Wells Fargo regarding an unauthorized and erroneous adjustment made to my account. This debaclestemming from an internal errorhas not only led to significant financial damages but has also subjected me to a maddening sequence of bureaucratic obstacles and unprofessional customer service. After nearly 20 years of loyalty, I am appalled by the banks failure to fulfill its fiduciary duty and its blatant disregard for the accuracy and integrity of my account records. 
________________________________________ Detailed XXXX XXXX and XXXX XXXX. XXXX of the Error On the morning of XX/XX/XXXX, during my routine account review, I discovered an unauthorized withdrawal of {$1700.00}. Immediately alarmed, I contacted Wells Fargo. Over the course of that day, I spent nearly XXXX hours on the phone with various representativesincluding those from offshore call centers in the XXXX and several onshore departmentsreceiving confusing explanations and being shuffled from XXXX agent to another without any resolution. 

2. Faulty Explanation and Inconsistent Account Information Alleged Adjustment Transaction : I was informed that the withdrawal was not fraudulent but an adjustment related to a mobile deposit for check number XXXX, which was allegedly made on XX/XX/XXXX. 
Irrefutable Account History : Every Wells Fargo agent I consulted confirmed that the only deposit ever recorded in my account occurred on XX/XX/XXXX. There is absolutely no recordno deposit, no payment, nothingfrom XX/XX/XXXX. Despite this glaring discrepancy, Wells Fargo insisted that the adjustment was justified solely on an unverified request from XXXX XXXX. 

3. Exhausting and Frustrating Interactions with Wells Fargo XXXX XXXX and Escalations : Over several days, I devoted more than XXXX hours on phone calls. Each conversation ended with incomplete information, further transfers, or vague promises of a resolution that never materialized. 
Unprofessional Case Handling : I eventually spoke with an agent named XXXX XXXX ( Phone : XXXX ), who opened a case ( Case Number : XXXX ) only to close it within hours. XXXX XXXX claimed that XXXX XXXX. had contacted Wells Fargo on XX/XX/XXXX, to request a credit adjustment for an alleged second deposita deposit that never occurred according to my account records. When I demanded proof ( including reference numbers and documentation verifying the second deposit ), her dismissive attitude and unprofessional tone left me with no satisfactory explanation. 
Lack of Transparency by the Escalated Claims Team : After my case was escalated to the consumer advocacy team, I was forced to repeatedly request details, only to be told that I would have to wait 30 days or more for any acknowledgment. This delay, combined with the lack of transparency, further compounded my distress. 

4. Extraordinary Measures and Direct Contact with XXXX XXXX that a careful review of my account activity would reveal the absence of any deposit in XX/XX/XXXX, I took matters into my own hands : I contacted the maker of the check, who confirmed there was no record of a second payment. 
Determined to resolve the matter, I persevered through countless obstacles to reach XXXX XXXX at XXXX XXXX. ( Phone : XXXX ; Fax : XXXX ), the representative overseeing the alleged credit request ( XXXX Claim Number : XXXX ). 
Privileged Contact Information : It is important to note that I obtained XXXX XXXX XXXX information and Citibanks internal case number through private, personal, and anonymous banking contactsinformation that most customers, particularly those who are not XXXX XXXX. customers, would not have been privileged to obtain. 
Initially, XXXX XXXX defended the information on record. However, after conducting a thorough review, she confirmed on XX/XX/XXXX, that no second deposit had ever been made into my Wells Fargo account. She explained that an internal error in XXXX XXXX system had resulted in an erroneous credit adjustmenta misstep that should never have occurred. 
Crucial Follow-Up by XXXX XXXX XXXX XXXX XXXX assured XXXX that she would communicate her findings to Wells Fargo XXXX XXXX XX/XX/XXXX, instructing them to reverse the credit. Nonetheless, despite her prompt action and the overwhelming evidence of error, Wells Fargo has taken no subsequent steps to rectify this situation. My claim remains in a preliminary status, and it is absolutely outrageous that Wells Fargo would so effortlessly process an adjustment without verifying its legitimacyeven when confronted with clear evidence to the contrary. 
________________________________________ The Toll on My Financial and Personal Well-Being Financial Damages : As a result of this unauthorized adjustment, my account is now overdrawn. I have incurred multiple fees, including monthly service charges, overdraft fees, and fees for returned paymentsall of which are direct consequences of XXXX XXXX failure to exercise proper due diligence. 

Emotional and Psychological Distress : The exhaustive process of being bounced between departments, enduring dismissive and unprofessional treatment, and being forced to personally verify information with a third party has been nothing short of harrowing. I have lost over XXXX full working days grappling with this error, resulting in significant personal and emotional strain. 

Erosion of XXXX : After nearly XXXX decades of loyalty, I now feel profoundly betrayed by XXXX XXXX complete disregard for my rights and its failure to protect my financial interests. This experience has severely undermined my trust in the bank and raises serious concerns about its internal controls and commitment to customer care. 
________________________________________ Legal Basis for My Complaint and Demand for Damages I contend that XXXX XXXX actions violate several federal and state consumer protection laws and regulations. These legal provisions not only protect me from unauthorized transactions but also entitle me to recover damages : Electronic Fund Transfer Act ( XXXX ) and Regulation XXXX ( XXXX CFR Part XXXX ) : o Unauthorized Transfer Protection : Under XXXX U.S.C. XXXX et seq. and XXXX XXXX XXXX XXXX, consumers are protected from unauthorized electronic fund transfers. Given that I promptly reported the error, XXXX XXXX failure to correct the adjustment in a timely manner violates the mandated error resolution procedures. 
o Timely Correction Requirement : Regulation XXXX requires financial institutions to investigate and resolve reported errors promptlytypically within XXXX business days ( with a possible extension up to 45 days under certain circumstances ). XXXX XXXX inaction and the accumulation of fees indicate a breach of these requirements. 
XXXX XXXX XXXX XXXX and Consumer Protection Act : This Act, which established the CFPB, mandates strong consumer protection and oversight of financial institutions. The mismanagement of my account and the banks failure to remedy a clear error fall squarely within the types of consumer abuses the XXXX was designed to prevent. 
Uniform Commercial Code ( XXXX ) Articles XXXX and XXXX : The XXXX ( as adopted by individual states ) requires banks to exercise ordinary care in processing transactions and maintaining accurate account records. The fact that the only deposit in my account dates back to XX/XX/XXXX, XXXX no record of any deposit in XXXX XXXX a failure to adhere to these standards, amounting to a breach of the banks contractual and fiduciary duties. 
XXXX XXXX XXXX Laws : Many states impose additional regulations to prevent unfair or deceptive practices by financial institutions. Wells Fargos mishandling of my account, the accumulation of fees, and the extensive delays in correcting the error XXXX also constitute violations under applicable state laws designed to protect consumers. 
Breach of Fiduciary Duty and Contract Law : As my financial institution, Wells Fargo is obligated to manage my account with care and in my best interest. The erroneous adjustment and subsequent failure to verify and correct the mistake constitute a breach of this implied duty, entitling me to recover all consequential damagesincluding fees, penalties, and compensation for emotional distress. 
Record-Keeping Failures : XXXX and state regulations require banks to maintain accurate and complete records of all account transactions. The absence of any deposit in XX/XX/XXXX, contrasted with the baseless credit adjustment, indicates a failure in record-keeping and internal controls. This oversight further bolsters my claim. 
These violations provide a strong legal basis for my demand that Wells Fargo fully reimburse all fees and penalties incurred as a result of this error and compensate me for the financial and emotional distress I have suffered. 
________________________________________ XXXX for XXXX XXXX and XXXX XXXX I respectfully request that the Consumer Financial Protection Bureau take the following actions : 1. Conduct a Comprehensive Investigation : o Examine the internal processes at Wells Fargo that allowed an unauthorized withdrawal and adjustment to occur, particularly in light of the clear absence of any corresponding deposit. 
o XXXX why proper due diligence and verification procedures were not followed before processing the credit adjustment, as required under Regulation XXXX and the XXXX. 
XXXX Review and Address Customer Service Failures : o Investigate the handling of my complaint, with a focus on the unprofessional behavior displayed by Wells Fargo XXXX the discriminatory and dismissive treatment by XXXX XXXX XXXX XXXX undue delays imposed by the escalated claims team. 
XXXX. Hold Wells Fargo Accountable for All Damages : o Ensure that Wells Fargo reimburses all fees, penalties, and any additional costs incurred as a direct result of this error. 
o Demand a formal, written apology from senior management, acknowledging the error and detailing the corrective measures being implemented. Additionally, demand an immediate and personal phone call from a C-Suite member regarding this matter. 
XXXX. XXXX XXXX Process XXXX : o XXXX that Wells Fargo implement stringent internal controls and enhance its customer service protocols to prevent such egregious errors from recurring. 
o XXXX that the corrective instructions communicated by XXXX XXXX on XX/XX/XXXX, are executed without further delay. 
o Implement Disciplinary Sanctions : Impose disciplinary sanctionsand, if warranted, XXXX the incompetent employees who mishandled this claim, including XXXX XXXX at the XXXX XXXX. Given the monitored and recorded call that evidences discriminatory and unprofessional behavior, a personal apology call from XXXX XXXX is also required. 
________________________________________ This case is not merely an administrative oversightit is a clear demonstration of systemic negligence and a breach of the legal standards designed to protect consumers. I am prepared to provide further documentation and detailed records to support my complaint and assist in your investigation. 

Thank you for your prompt attention to this critical matter. I trust that the CFPB will take decisive action to protect consumers from such institutional failures, enforce accountability within our financial system, and ensure that discriminatory practices are met with appropriate disciplinary measures. 

Sincerely, XXXX XXXX Additional Information Relevant to this Case : Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Number : XXXX Employee Name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Direct Phone Number : XXXX XXXX Onshore Customer Service XXXX XXXX Customer XXXX XXXX XXXX XXXX XXXX Claim Number : XXXX XXXX XXXX XXXX. ( Non-Fraud Claims ) XXXX ( XXXX XXXX EST ) Claim Number : XXXX ( Adjustment Team ) XXXX XXXX A. 
XXXX XXXX, XXXX Delaware XXXX XXXX Ph. 
XXXX Fax Sincerely, XXXX XXXX XXXX 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