Consumer complaint received 2026-03-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: WY

Complaint narrative:
CFPB Complaint Bank Misrepresented My Dispute and Failed to Act When I Requested the Deposit Be Frozen Summary of Issue I am filing this complaint because the bank misrepresented the nature of my dispute and failed to take appropriate action when I requested that my missing ATM deposit be frozen. On XX/XX/year> at approximately XXXX XXXX I met with XXXX XXXX, Personal Banker, who assisted me both in person and by calling the Wells Fargo Fraud Department while I was sitting in front of him. I specifically asked him to freeze the deposit I made on XX/XX/year>. He provided me with claim number XXXX, which I wrote down with the description fast track find this deposit, because that is how he described the purpose of the claim. Despite this, the bank later stated that my only dispute was regarding the withdrawal being allowed for a fraudulent purpose. This is not accurate and does not reflect what I reported or what I asked the bank to do. Details of the Incident On XX/XX/scrub>XXXX XXXX XXXX XXXX I went to the branch to report that my {$17000.00} ATM deposit from XX/XX/year> had not posted. I told XXXX XXXX that the deposit needed to be located and frozen immediately to prevent further loss. While I was sitting in front of him, he called the Wells Fargo XXXX Department and spoke to them on my behalf. He then provided me with claim number XXXX, which he stated would be used to fast track locating the missing deposit. At no point did I file a dispute solely about the withdrawal. My primary concern was the missing deposit, and I explicitly asked for the deposit to be frozen. The claim number was provided to me for that purpose. However, the bank later claimed that my only dispute was regarding the withdrawal being allowed for a fraudulent purpose. This contradicts what I reported, what I requested, and what the personal banker documented at the time. Why This Is a Concern This situation raises several procedural issues : The bank mischaracterized my dispute, which affects the accuracy of the investigation. The bank failed to freeze the deposit despite my explicit request. The claim number provided to me was described as being for locating the deposit, yet the bank later denied that this was the purpose. The banks internal documentation does not match what occurred at the branch. Misrepresenting the nature of a consumers dispute undermines the integrity of the investigation and can lead to incorrect determinations. Consumers rely on banks to accurately document what they report. When a bank changes or misstates the purpose of a dispute, it prevents a proper investigation and harms the consumer. Banks Response The bank has not explained : why my request to freeze the deposit was not acted upon why the claim number provided to me was later described differently why the bank stated that my only dispute was about the withdrawal why the bank did not document my request to locate and freeze the deposit why the banks internal notes contradict what occurred at the branch The bank has also not provided any documentation showing that my request to freeze the deposit was recorded or escalated. I have attached XXXX XXXX card that he gave me when I met with him on XX/XX/XXXX and on the back and his handwriting is the case number and I had written fast track finding deposit which is what he stated in those words.

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