Consumer complaint received 2026-07-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
On XX/XX/year>, I detected an unauthorized address change on joint checking account, corrected it, and immediately notified Wells Fargo that my co-owner, was a victim of active identity theft. I received a letter XX/XX/XXXX regardingunauthorized transfer of {$5000.00} cleared the account. I immediately went in person to the Wells Fargo branch located at the XXXX XXXX XXXX to engage their fraud department.At the branch, I explicitly requested to remove the co-owner from the account to protect my funds, as the bank confirmed fraudsters were calling in impersonating her. Because the co-owner was XXXX in XXXX state with no physical Wells Fargo branchesthe bank completely refused to offer a secure workaround, such as allowing a notarized removal letter. They forced the compromised joint structure to remain open, but issued specific account security codes ( on XX/XX/XXXX ) and explicitly promised that no profile changes or transfers could occur without in-person, 2-form ID verification or repeating these codes.Wells Fargo systematically breached this security agreement for 114 days, never once requesting the mandatory codes. I also repeatedly requested that no changes or transfers out be done without coming into the office with 2 forms of identity- this did not happen. Consequently, they permitted criminals to execute a second unauthorized XXXX transfer of {$3000.00} on XX/XX/year>. Wells Fargo is actively denying my fraud claims by falsely conflating these XXXX thefts with my legitimate XXXX XXXX XXXX payments ( which I used to try to empty my remaining money to protect it ) .CONSEQUENTIAL CREDIT & FINANCIAL DAMAGE : Because Wells Fargo has wrongfully withheld these funds for over 114 days, my liquid cash reserves were completely depleted. This directly caused the disruption of my long-standing automated bill payments, resulting in severe collateral damage to my credit profile, an involuntary credit card account closure, and immediate friction with my home mortgage lender.CONCEALMENT OF INFORMATION & REFUSAL OF TRANSPARENCY : I have made multiple formal requests to Wells Fargo to provide the specific data, access logs, and authentication details detailing exactly how these transfers were authorized, and what specific information was used by criminals to completely bypass my heightened security profile. Wells Fargo has systematically refused to provide this information, actively blocking transparency regarding their internal security failures.RESOLUTION DEMANDED : I demand a full forensic review and immediate return of the {$8000.00} siphoned from this account via the XXXX transfers, absolute transparency and delivery of all records showing how my account security was bypassed, and complete financial restitution for all consequential out-of-pocket late fees, penalties, and international roaming charges incurred as a direct result of this prolonged, unresolved fraud loop.

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