Consumer complaint received 2026-07-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: PR

Complaint narrative:
Good Morning, This correspondence serves as a formal follow-up regarding my previously filed complaints with the CFPB under the following case numbers : * XXXX * XXXX * XXXX From the outset of this matter, Wells Fargo has demonstrated a pattern XXXX XXXX, lack of transparency, and procedural failure that has significantly impacted me as a consumer. On XX/XX/year>, at approximately XXXX PM, I contacted Wells Fargo, During that call, I was explicitly informed by a representative that while the investigation was ongoing, payments on my Wells Fargo Autograph Visa card ending in XXXX would be placed on a temporary hold. Despite this, I have since received repeated and persistent daily collection calls demanding payment. Each time, I have been forced to re-explain the situation, only to be told that there are no records of any active investigation or payment hold. This reflects a serious breakdown in internal communication and record-keeping. This conduct has now escalated to the level of harassment. I have been subjected to repeated, unnecessary contact due to Wells Fargos failure to properly document and manage my case internally. Additionally, during one interaction, a representative inappropriately suggested that if I were receiving SNAP or food stamp benefits, I could use those funds to make payments. This statement was not only irrelevant, but also unprofessional and indicative of a lack of proper training and sensitivity. Ive formally requested that Wells Fargo provide all documentation and evidence demonstrating that the disputed transactions were authorized. I was assured that this request would be fulfilled. As of today, XX/XX/year>, no such documentation has been provided. The disputed transactions occurred on XX/XX/XXXX and XX/XX/year>, and were reported on XX/XX/year>. Wells Fargo denied my claim based on the following assertions : * My card was in my possession * No device linked to a digital wallet was reported lost * The transactions were conducted using a device associated with my account However, these statements are conclusory and unsupported. At no point has Wells Fargo provided any actual evidence demonstrating that I authorized these transactions. Furthermore, Wells Fargos determination appears to be in direct violation of Regulation E ( 12 C.F.R. Part 1005 ), including but not limited to : Under 12 C.F.R. 1005.6, a financial institution bears the burden of proving that a transaction was authorized in order to impose liability on the consumer. Wells Fargo has failed to meet this burden. The mere claim that a transaction originated from a device associated with my account does not establish authorization, intent, or participation. Under 12 C.F.R. 1005.11, Wells Fargo is required to : * Conduct a reasonable investigation * Review all relevant information * Provide the results of the investigation * Supply documentation upon request To date, Wells Fargo has failed to provide : I formally requested that XXXXXXXX XXXX XXXX provide complete transfer trace information and investigative records associated with the disputed transactions, including but not limited to : IMAD ( Input Message Accountability Data ) numbers ; OMAD ( Output Message Accountability Data ) numbers ; Full Fedwire and ACH trace reports ; Transaction routing and settlement records ; Receiving bank information ; Beneficiary account details ; SWIFT or Federal Reserve reference numbers if applicable ; Device information and authentication logs ; IP access logs ; Internal fraud investigation notes ; Transaction authorization records ; Fraud analysis reports ; Any records relied upon to conclude that the transactions were authorized. This lack of transparency and failure to produce documentation constitutes noncompliance with federal error resolution requirements. Further compounding these issues, Wells Fargo has acknowledged that the activity is consistent with a known fraud scheme and implemented lost/stolen account safeguards, yet simultaneously concluded that there were no indicators of fraud. These positions are contradictory and can not be reconciled, further evidencing an incomplete or unreasonable investigation. At this stage, XXXX XXXX actions reflect systemic failures, unsupported conclusions, and disregard for regulatory obligations. This is my final request : Provide, within a reasonable timeframe, all documentation, evidence, and investigative materials relied upon in denying my claim, including but not limited to authentication records, device data, and internal investigation notes. Failure to comply will leave me no option but to escalate this matter further, including pursuing legal counsel and all available remedies. I expect a complete and documented response without further delay.

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