Consumer complaint received 2025-07-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY
State: AE

Complaint narrative:
I am a XXXX XXXX XXXX with over 10 years of active-duty service, currently stationed in XXXX under XXXX XXXX XXXX. I have been a Wells Fargo customer since age XXXX I am now XXXX and have remained loyal and proactive in keeping my address and contact information updated during each of my 34 military relocations over the past decade. 

Before my move to XXXX in XX/XX/year>, I contacted Wells Fargo to confirm that I could continue using my account while overseas. I was assured there would be no issue. However, I was not informed that updating my contact number to a XXXX line would disable critical identity verification functionality. 

As a result, I now have limited access to my account. I can log in, but I can not complete any major actions or transactions, such as transferring funds, modifying account settings, or updating key information. Each of these requires a verification code sent to my original XXXX XXXX XXXX U.S. phone number, which is no longer in service due to my relocation. I am still using the same physical phone, but I can not receive the codes because that U.S. number is inactive. This situation was not disclosed to me at any point during the move process WHEN I CALLED AND VERIFIED THAT WELLS FARGO DID NOT NEED ME TO TAKE ANY FURTHER ACTION. 

Making this worse, XXXX mobile carriers like XXXX require a mandatory grace period before enabling international calling, so I could not even call Wells Fargo for support once the issue occurred. In order to contact the bank, I was forced to open an account with XXXX XXXX XXXX, which supports military members abroad. From their branch, I called Wells Fargo using their phone during the week of XXXX XX/XX/year>. 

When I reached a representative named XXXX, I explained the entire situation and asked for help. Instead of assisting, she refused to verify my identity, insisted I needed to receive a code on my inactive XXXX XXXX XXXX number, and treated me as if I were attempting fraud. She was abrupt, rude, and dismissive and she was on speakerphone in a public military-friendly bank, where her conduct humiliated me in front of the XXXX staff. I was not asking for special treatment just a reasonable solution for a XXXX service member. 

After that call, I searched everywhere I could for help. I scoured Wells Fargos website, read third-party forums, and finally discovered that I may need something called an XXXX XXXX to access my account while abroad. Wells Fargo never mentioned this to me during my original inquiries or subsequent calls. 

I sent emails to 56 different addresses listed online for Wells Fargos military and international support, including those found on XXXX resources and official Wells Fargo pages. Most gave me automated responses with no follow-up, and the few that responded said they couldnt help providing no escalation path or alternative verification method. 

I have done everything within my power to remain a responsible account holder and communicate proactively. Despite this, I am now locked in a situation where I can not manage my own money all because Wells Fargo refuses to provide an alternative method to verify identity for someone serving overseas under military orders. 

I respectfully request the following : 1. Immediate access to my full account functionality via the issuance of an XXXX XXXX token or mobile app, which would allow secure verification without dependence on a U.S. number.

2. A formal review of the handling of my call with the Wells Fargo representative and the inappropriate tone taken toward me.

3. Institutional reform to support military members stationed abroad, so others in my situation do not experience this same frustrating and degrading treatment.

If Wells Fargo continues to mishandle this, I will permanently move my assets to another major bank and formally advise my peers and subordinates not to do business with Wells Fargo. This institution does not reward loyalty, and clearly fails to support those who serve when it matters most.

I am happy to provide my XXXX XXXX, APO mailing address, or military ID verification if needed

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