Consumer complaint received 2025-07-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
To Whom It May Concern at Wells Fargo, I am writing to express my outrage and demand immediate action to overturn the baseless denial of my fraud dispute ( Claim # XXXX ) and the unconscionable removal of the provisional credit of {$580.00} from my account ending in XXXX. Your actions have left my account negative by approximately {$580.00}, exacerbating my financial hardship and violating federal consumer protection laws. This is not only unacceptable but also a clear breach of your obligations under the XXXX XXXX Transfer Act ( XXXX ), 15 U.S.C. 1693g and Regulation E, 12 CFR 1005.11. I demand you reverse this decision, permanently restore the {$580.00} to my account. 



Theft and Fraudulent Transactions : On XX/XX/year>, my XXXX was stolen in XXXX XXXX, FL, as documented in police report # XXXX, which I provided to you. Unauthorized XXXX XXXX transactions totaling {$580.00} were made using my stolen phone. My physical debit card remained in my possession, and I promptly notified Wells Fargo, fully cooperating with your process. 



Your Mishandling : Your representative incorrectly added an unrelated ATM transaction to my claim, causing confusion and delay. I never authorized the withdrawal of my claim on XX/XX/year> ; this was your error, which you later corrected by reopening the claim on XX/XX/year>, after removing the erroneous {$150.00} ATM transaction. 



Provisional Credit : You issued a provisional credit of {$580.00} on XX/XX/year>, which was already delayed beyond the XXXX requirement under Regulation XXXX Now, you have outrageously removed this credit on XX/XX/year>, leaving my account negative by approximately {$580.00} and plunging me into a financial crisis. 



False Claim Denial : Your letter, allegedly sent on XX/XX/year>, claims the transactions were " authorized by me or someone with my permission. '' This is patently false. I never authorized these transactions, nor did I grant anyone permission to use my XXXX XXXX. My phone was stolen, and I provided a police report to prove it. Furthermore, your assertion that {$310.00} of the transactions " did not post '' is irrelevant and confusing, as I never referenced this amount in my complaint or discussions. The disputed amount is {$580.00}, as you acknowledged when issuing the provisional credit. 



Lack of XXXX : You failed to provide timely, clear, or adequate communication throughout this process. I received no phone call, email, or verifiable mailed notice explaining your denial, which violates XXXX XXXX requirement for a written explanation of denial ( 12 CFR 1005.11 ( d ) ).

Legal Violations Your actions constitute multiple violations of federal law : Failure to Issue and Maintain Provisional Credit : Under Regulation E ( 12 CFR 1005.11 ( c ) ), you were required to provide provisional credit within XXXX business days of my notification ( by XX/XX/year> ). While you eventually issued the credit on XX/XX/year>, your decision to remove it on XX/XX/year>, without conclusive evidence of my authorization, violates the EFTAs protections for consumers in fraud cases ( 15 U.S.C. 1693g ). 



Inadequate Investigation : Regulation XXXX requires a prompt and thorough investigation. Your claim that the transactions were authorized lacks any supporting evidence and contradicts the police report and my clear statements. You have provided no documentation or reasoning to justify this determination, which is legally insufficient. 



Failure to Provide Written Notice : Regulation E ( 12 CFR 1005.11 ( d ) ) mandates that you provide a written explanation of your findings, including the-Or evidence that the transactions were authorized. I have received no such explanation, only a vague letter with no substantiation, which is a direct violation of this requirement. 

Financial and Emotional Harm Your removal of the {$580.00} provisional credit has left my account negative by approximately {$580.00}, rendering me unable to pay rent, bills, or other essential expenses. This has caused significant distress and financial instability, directly attributable to your negligence and unlawful actions. I am a victim of theft, and your refusal to acknowledge this is not only disrespectful but also predatory. 

Demands I demand the following immediate actions : Reverse the Denial : Overturn the denial of my claim ( # XXXX ) and permanently restore the {$580.00} to my account ending in XXXX. 



Provide Written Explanation : Comply with Regulation E by providing a detailed written explanation of your investigation findings, including any evidence you claim supports your denial. If no such evidence exists, you must admit your error. 



Compensate for Harm : Provide compensation for the financial and emotional distress caused by your unlawful removal of the provisional credit and failure to properly handle my case.

Cease Unlawful Practices : Ensure compliance with the EFTA and Regulation E moving forward to prevent further harm to consumers.

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