Consumer complaint received 2025-12-01 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: NY

Complaint narrative:
The behavior of multiple Wells Fargo representatives have been deceptive, contradictory, and a direct violation of Regulation E requirements. I am filing a complaint because I have disputed transactions I did not authorize. Wells Fargo has repeatedly mishandled this fraud claim, denied it without proper the investigation documents sent as requested, misrepresented information, and provided contradictory and negligent customer service after many lengthy calls. 

On XX/XX/year>, I reported the fraud charges. My debit card was closed and I was being sent a new one. The representative told me the funds would immediately be put back into my account & my card would arrive within XXXX business days. Everything went as said, except on XX/XX/year>, I received a letter in the mail ( dated XX/XX/year> ) saying my case was denied and the credit of {$70.00} I received would be taken on XX/XX/year>. I was never informed this was a temporary credit, never told an investigation was ongoing, never given a claim number, and never sent any follow up communication by Wells Fargo. 

On XX/XX/year>, I called the XXXX XXXX XXXX. Eventually, a supervisor named XXXX, had told me she would escalate my case further as I was requesting the documentation and a proper investigation. She also informed me, if I did not have the proper funds in my account the credit would not be taken out, which turned out to be false. The credit was for {$70.00} and I had only {$59.00} on my account. Because Wells Fargo removed the funds and then denied the claim twice, I had an overdraft on my account. Because of the overdraft, I had fewer qualifying transactions that month, and was charged the monthly service fee of {$10.00}. Now I am left with only {$4.00} in my account because I was not expecting any of these events to happen, as I was not notified. 

My interactions with customer service were extremely unprofessional and inconsistent. Since my case was further escalated, I was assigned a case worker named XXXX who called me on XX/XX/year>. The call came up as XXXX  XXXX and the conversation sounded unreliable so I explained I did not trust it and would call back through a reliable number. When I searched up the number that had just called me, it came up as a scam. 

I called again on XX/XX/year>, I was transferred multiple times and waited XXXX minutes for a supervisor named, XXXX. When she finally answered, I heard XXXX minutes of office chatter followed by an uh oh, received no apology, and she did not know my name or why I was calling. She transferred me to a woman named, XXXX, who refused to tell me if the name and number I had for my case worker was within Wells Fargo legitimacy. The call on XX/XX/year> was XXXX minutes and I was failed to know any more information besides my case number, even though I was repeatedly requesting it. 

The same time I was speaking to XXXX, XXXX called me back and she was in fact my case worker with the case id number I was provided. I informed her on everything that had happened, she said she was currently working on it, and would get back to me by XX/XX/year> and the deadline was XX/XX/year>. 

When I hung up with XXXX, I received an email from XXXX. When I searched this email, it also came up as a scam. I called Wells Fargo and spoke with XXXX at the information center. I gave him both XXXX number and the email asking if it was legitimate with Wells Fargo. He said no and both were not listed and a red flag. He then transferred me to the XXXX XXXX  XXXX again. I spoke with XXXX, and she reassured me the case worker, the number, and the email were all legitimate within Wells Fargo. 

I called again on XX/XX/year> and could not get in contact with my case worker. A random representative, XXXX, read me the same denial script. Neither denial explained what evidence was reviewed or how they determined the transaction was authorized. I informed her I was not accepting this denial and requested to speak with XXXX. 

I was not provided required details about the investigation, no evidence was shared, and my concerns were not addressed. I was also not issued a provisional credit even though the investigation exceeded the standard timeframe. 

Wells Fargo failed to conduct a reasonable investigation, failure to issue a provisional credit for my escalation, and denial without proper explanation or evidence. Their representatives gave me false and inconsistent information, and my assigned case worker never contacted me again even though I requested it. The process feels extremely negligent and retaliatory. 

I have tried to resolve this multiple times with Wells Fargo, and they have not corrected their mistakes. I am requesting CFPB assistance to make the bank follow the law and properly handle my dispute.

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 monetary relief