Consumer complaint received 2025-09-22 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:
I am filing this complaint because Wells Fargo mishandled my dispute against a merchant, mischaracterized the nature of my claim, refused to properly investigate it, and then retaliated by closing my account. 

On or about XX/XX/year> I filed a dispute with Wells Fargo regarding transactions with the merchant XXXX  ( XXXX XXXX ). I paid the merchant for services that were never delivered. This was a clear case of a merchant dispute for services/goods not received. 

When I contacted the merchant directly, they refused to provide me with an ACH trace number and stated it was for security reasons. This demonstrated evasiveness and bad faith on their part, and I provided this information to the bank. 

Despite this, Wells Fargo misclassified my claim as if I were reporting unauthorized transactions. They denied the dispute on that basis without ever addressing the actual issue that I paid for services and never received them. Wells Fargo therefore conducted no meaningful investigation into the merchants failure to provide services. 

I appealed the denial of my claim through Wells Fargos internal process and followed up with multiple phone calls and in-person visits to my local branch. Despite my efforts, Wells Fargo still refused to reconsider or investigate the matter correctly, and they upheld their denial. Shortly afterward, I was notified that my account would also be closed. I believe this closure was retaliatory in nature, tied directly to my attempt to exercise my rights as a consumer by filing and appealing valid disputes. 
Why this is unlawful or improper : Under federal law, including Regulation E, banks are required to conduct a reasonable investigation when a customer files a claim of error or dispute. By mischaracterizing my dispute as unauthorized, Wells Fargo avoided investigating the true issue. 
My appeal and repeated attempts to resolve the matter internally demonstrate that I acted in good faith and gave the bank every opportunity to correct their mistake. Their refusal to reconsider shows a pattern of mishandling. 
Regulation E also contemplates that financial institutions must handle disputes fairly and in good faith. Retaliatory account closures undermine consumer protections and discourage individuals from exercising their rights. 
As a result, I was denied the opportunity for a fair review of my claim and deprived of the funds I rightfully should have recovered. 



Harm caused to me : I lost access to my Wells Fargo account and funds during this process. 
My XXXX score has been negatively impacted ( currently XXXX ) with a notation of insufficient XXXX inquiry activity, which has made it more difficult to open new accounts. 
I am left without the services I paid for, without the benefit of a fair investigation, and with damaged banking relationships.

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