Consumer complaint received 2025-04-04 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:
I recently applied for an XXXX XXXX XXXX XXXX XXXX ), a required document for visiting XXXX. The process involved completing an online application and making an {$87.00} payment. When I attempted to pay using my Wells Fargo debit card, I received a message stating that a verification link would be sent to my phone. I was instructed to click on the link and follow the steps in the Wells Fargo mobile app. 

However, when I clicked the link, I was prompted to download the Wells Fargo app. Upon attempting to do so, I received an error message indicating that my phone was not compatible with the app, preventing me from completing the transaction. I then attempted the payment with my Wells Fargo credit card, only to encounter the same issue. 

When I contacted Wells Fargo customer service, I was informed that the only way to complete international transactions requiring XXXX XXXX verification was through their mobile app. Furthermore, I was told that I would need to purchase a phone compatible with their app in order to proceed. Given that I already use Wells Fargos online banking through a web browser for all other transactions, I find this policy unreasonable and restrictive.

I escalated my concern within the bank and later received a response stating that no alternative verification methods exist. This effectively denies me access to my own funds for international purchases simply because I do not use their mobile app. It is unacceptable that Wells Fargo does not offer alternative verification options for customers who either do not own smartphones, have incompatible devices, or prefer to use online banking via a web browser. 

As someone who travels internationally every summer, this policy creates a significant hardship. Wells Fargo should provide customers with alternative ways to verify transactions, such as text or email-based authentication, as many other financial institutions do. Their current stance is unreasonable, and I urge them to reconsider their approach to ensure that all customers, regardless of device compatibility, can access their accounts without unnecessary barriers. 

Here is the email that I received from the bank on XX/XX/2025 : Wells Fargo case number : XXXX Dear XXXX XXXX XXXX : Thank you for contacting us. We completed our research and are providing details to address your concerns. 

We apologize for any service concerns you XXXX have experienced with the XXXX XXXX. We strive to provide exceptional service and it was disappointing to learn we did not meet this expectation. We are constantly reviewing and revising our practices and procedures to improve the customers experience, and we appreciate your feedback. 
Upon receipt of your concern, we have confirmed that unfortunately, there is no other way to bypass the XXXX XXXX verification process. You XXXX be prompted for additional authentication/verification when making certain international or online purchases. This process requires a link to be sent to your mobile device to confirm the purchase. If you do not have the most recent mobile app it is required to download it to proceed further. 
Additionally, If your device is not compatible to download the mobile app, there is no other options to confirm the purchase to our regret. We suggest you to use other payment methods or using a device compatible with the mobile app. We also recommend having you contact the merchant to determine any other payment options/methods. 
While we realize the information provided XXXX not alleviate your frustrations, we hope the details outlined in this email clarify your concerns. If you have any further questions, you XXXX contact our XXXX XXXX  department at XXXX, Representatives are available XXXX hours a day, XXXX days a week or visit your local Wells Fargo XXXX. 

Case status We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. 

How to contact us We appreciate the time and effort you took to contact us. If you have questions, you XXXX reach us at XXXX, Monday through Friday from XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX. We accept telecommunications relay service calls. 

If there is an attachment to this email and you can not read it, please contact us. 

Sincerely, XXXX XXXX. 

XXXX Representative XXXX, XXXX XXXX XXXX Banking

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