Consumer complaint received 2025-10-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
Dear Wells Fargo Executive Office, Thank you for your follow-up. I remain dissatisfied with the one-sided closure decision, which ignores the clear documentary record that ( a ) the {$720.00} was returned the same day and ( b ) the originating customer has a documented pattern of problematic behavior with her insurers. Below are my direct answers and the supporting evidence you requested.

) Proof that the {$720.00} was immediately returned ( same day ) Same-day return via XXXX : The {$720.00} received in error on XX/XX/XXXX was promptly returned the same day. 
Evidence A ( attached ) : XXXX return confirmation screen showing Money sent to XXXX XXXX {$720.00}, memo Recharge back, and confirmation ID : XXXX. 

No party suffered loss : Funds were restored to the sender within minutes ; there were no chargebacks, no disputes, and no unpaid balances. 

Conclusion : The transaction sequence ( in out, same day ) reflects responsible corrective action, not suspicious activity. Treating a documented refund as a risk indicatorwithout contextis disproportionate. 

) Why the payment was routed to a personal XXXX, and why this was not misconduct Context : The customer was attempting to make an insurance payment through our legitimate business service XXXX XXXX XXXX XXXX ) via XXXX XXXX. Multiple attempts failed on her side ; she asked for an alternate channel. 

Human error, corrected immediately : In a time-pressured moment, I mistakenly provided my personal XXXX instead of the business XXXX. I recognized the error as soon as the transfer appeared and returned the funds immediately the same day. 

No misuse of the banking system : There was no attempt to retain funds, no structuring, no third-party laundering, no additional transfers, and no cash-outsonly a same-day correction. 

Conclusion : This was an unintentional routing mistake that was fixed promptly. Penalizing a customer for promptly correcting an error sets an unreasonable standard and chills good-faith remediation.

3 ) The senders credibility problems ( relevant risk context you should weigh ) After this incident, we learned the same individual was creating issues with her insurers, including policy disputes and claim behavior inconsistent with legitimate need. 
Evidence B ( attached ) : Canceled XXXX invoice for {$720.00} ( Invoice # XXXX, issued XX/XX/XXXX ), showing the transaction pathway that led to her payment attempts outside of normal channels. 
Evidence C ( attached ) : Identity reference for the sender ( XXXX XXXX ) to match the XXXX refund payee with the individual who reported to Wells Fargo. 

Conclusion : The risk behavior originated with the sender, not with me. The record shows I acted prudently and transparently, while the sender engaged in broader payment/policy disputes elsewhere.

4 ) Why the current decision is unfair and harmful Disproportionate : A same-day refund is being treated the same as fraud, which it is not. 

Procedurally unfair : I was given no meaningful opportunity to present evidence before termination. 

Excessive impact : This account underpins my university, employer, and subscription autopays. Abrupt closure and card deactivation have caused avoidable hardship despite my corrective actions and clean history since XX/XX/XXXX. 

Reputational harm : A risk-coded closure can follow consumers via XXXX. That is unjust here. 

5 ) Requested resolution Primary request : Reopen and fully reinstate my account ( including debit card and XXXX XXXX functionality ), acknowledging the same-day corrective refund and absence of loss or fraud. 

If Wells Fargo will not reinstate : Please recode the closure to a neutral, non-derogatory reason ( customer-requested/administrative closure ), and confirm in writing that no adverse report will be made to XXXX  or any similar database. 

Provide the specific policy basis used to classify a documented same-day refund as suspicious, so I may understand and avoid any future inadvertent issues. 

Evidence checklist ( attached ) XXXX XXXX return confirmation ( to XXXX XXXX, {$720.00}, memo Recharge back, XXXX ). 

XXXX XXXX invoice showing {$720.00} marked Canceled ( invoice # XXXX ; explains the upstream payment context ). 

C. Identity reference for the reporter/sender ( XXXX XXXX XXXX XXXX align with XXXX refund payee . 

I have been a law-abiding customer since XX/XX/XXXX, with my family also banking at Wells Fargo XXXX I acted responsibly the very day of the error. I am asking Wells Fargo to weigh the full context and the evidence, not a single automated flag stripped of facts.

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