Consumer complaint received 2025-12-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
# # # Institution Wells Fargo Bank , N.A . 


# # # Date and Time of Incident * * XX/XX/year> * *, approximately * * XXXX XXXX  XXXX XXXX ( XXXX ) * * # # # Method of Contact International customer service number printed on the back of my Wells Fargo card -- - # # Summary of Complaint I am filing this complaint because Wells Fargos authentication and customer support practices * * prevented me from reliably accessing or authenticating my bank account while I was outside the United States XXXX *, creating a * * serious trust and security failure in the event of an emergency * *. 

This complaint is * * not about a retail transaction * *. 
It concerns * * whether a bank can be relied upon for access and support when a customer is traveling internationally and needs assistance urgently * *. 

-- - # # Detailed Account of the Incident On * * XX/XX/year> * *, between approximately * * XXXX and XXXX XXXX  XXXX XXXX * *, I was traveling outside the United States and needed to authenticate my Wells Fargo account. I followed Wells Fargos instructions and contacted the * * international number printed on the back of my card * *. 

At the time of the incident, * * XXXX phone numbers were already on file with Wells Fargo and associated with my account * * : 1. A U.S. carrier-based mobile number 2. A * * XXXX XXXX number * *, capable of receiving XXXX  messages and actively used for financial authentication I informed the representative clearly that : * I was * * outside the United States * * * I * * could not receive XXXX  messages * * sent to my U.S. carrier number * The * * XXXX XXXX number on file was reachable * * Despite this, Wells Fargo : * Sent the one-time verification code * * only to the U.S. carrier numbeXXXX * * * * * Refused to send the code to the XXXX XXXX  number * *, despite it being on file * * * Refused to offer any alternative authentication method * * * * * Refused to escalate the call to a supervisor * * I was told that Wells Fargo only sends verification codes to carrier-based numbers, that escalation was not possible, and that calling again would not change the outcome. 

As a result, I was * * unable to authenticate, unable to escalate, and effectively locked out of my bank while abroad * *. 

-- - # # Why This Is a Serious Trust and Security Failure This incident represents a * * fundamental breakdown of trust and security * *, not a mere inconvenience. 

A bank is a * * critical dependency in emergencies * *, especially when a customer is in a foreign country. In a real emergency such as medical issues, legal problems, fraud response, or sudden travel disruptions a customer must be able to : * Authenticate their identity * Access assistance * Escalate issues when standard procedures fail Wells Fargos actions created a * * single point of failure * * by : * Knowing I was abroad * Knowing XXXX  to my U.S. number would not work * Having an alternate, verified phone number on file * * * Refusing to use that alternate number * * * Providing * * no fallback authentication * * * Refusing escalation This left me * * financially exposed in a foreign country * *, with no reliable way to access or secure my account. 

A bank that can not function for a customer during travel precisely when banking access matters most * * can not be considered trustworthy for emergency use * *. The harm here is not hypothetical ; it is the * * loss of reliable access to ones own financial institution in a foreign jurisdiction * *. 

-- - # # Evidence the Failure Was Policy-Based, Not Technical I was later able to authenticate successfully through * * XXXX * XXXX, which sent a one-time verification code to the * * same XXXX XXXX  number * XXXX Wells Fargo refused to use . This confirms that : * The number is functional * The number is XXXX-capable * Wells Fargos refusal was due to * * internal policy * *, not technical limitation -- - # # Regulatory Concerns This incident raises concerns under : * * * 12 U.S.C. 5531 ( UDAAP Unfair Acts or Practices ) * * * * * 12 U.S.C. 5536 ( a ) ( 1 ) ( B ) * * The harm was : * * * Substantial * * ( loss of reliable bank access abroad ) * * * Not reasonably avoidable * * ( no alternative offered ) * * * Not outweighed by countervailing benefits * * ( rigid policy without emergency fallback ) -- - # # Filing Context Because Wells Fargo provides * * no accessible electronic method * * to submit a written complaint while a customer is outside the United States, this complaint is being filed * * directly with regulators * *. A written complaint will be mailed to Wells Fargo Executive Complaints upon my return to the U.S.

-- - # # Requested Regulatory Action I respectfully request that Wells Fargo be required to : 1. Explain its authentication policies for customers traveling internationally 2. Provide reasonable emergency authentication alternatives 3. Address the refusal to escalate the matter to a supervisor 4. Respond * * in writing * * to this complaint

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