Consumer complaint received 2024-11-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Wells Fargo and removed my access to XXXX and banned from using the service on their platform for life. In contacting XXXX, they state : Our partner financial institutions handle all enrollment and payment related issues with XXXX in their mobile app and online banking. If using XXXX at your bank or credit union, please contact the number on the back of your debit card for further assistance. XXXX XXXX XXXX  The CFPB complaint XXXX, XXXX replied that they have not banned me from using the service. 

In reaching out to Wells Fargo ( WF ) they state that because XXXX is a 3rd party, WF does not handle anything to with XXXX. They simply provide the account connection and that's it. Of course this is incorrect, blatantly false. After calling numerous times to receive different customer service reps over number of days and hours, one of them stated that : One person that transferred money to one of my business account, complained to their bank ( XXXX ), that I committed fraud when that individual transferred the money. Background on why this person transferred money to me : The person, a townhouse rental lease signee, used XXXX to transfer their deposit for the lease they signed. They transferred the deposit in 4 increments, using XXXX 2 times, then making cash deposits to the physical branch two timeXXXX. This fact is not disputed and I can provide text message proof of the details if needed. Attached are civil court record showing dismissal of court case of her filing suit against my company for withholding deposit even though she did not move in. Meaning we took appropriate actions and she as in the wrong. 

After signing the lease but before moving in, she stated that she signed up for housing credits and wanted her lease to be changed to accept housing credits. We are not signed up for that and to even research how to do such a thing would take time. She was not willing to wait. She chose to be released from her lease. Of course this relinquishes her deposit plus she is also liable for the full lease agreement term, and damages for finding a replacement tenant, per the lease agreement and Texas property code. Because she did not receive her deposit back, she filed a complaint through her bank that fraud was committed. 

Full scope of Wells Fargo XXXX ban : Not only that one business account, but all six accounts with Wells Fargo, allotment of personal and business, can no longer use XXXX. I have accounts and five other banks, all of which no longer allow me to use XXXX. This is tracked through my Social Security/date of birth identification, as opposed to just a cell phone number or email address identification for the XXXX account. My wife shares a second Wells Fargo bank account with me. This bank account is unrelated to the complaint business bank account. Just by association with me now my wife has received a band for her XXXX on that shared Wells Fargo bank account. Repeated attempts at contacting Wells Fargo customer service : Since my band several months ago, I have repeatedly tried to contact Wells Fargo customer service. Wells Fargo also has a executive customer service dispute, resolution process. I have filed complaints here as well. Every single time they have came back and said that because XXXX is a third-party, dispute with XXXX, XXXX only be handled through XXXX. We have already established that XXXX does not engage customers who have an account will Wells Fargo. I have provided Wells Fargo with the attached communication with the lease signing, the actual signed lease, and Texas property code details on why breaking a lease does not constitute return of deposit. Interactions with XXXXXXXX XXXX  : I have sent a letter to XXXXXXXX XXXX Customer Service, as well as their legal department. They have also came back to say that because they did not find fault in the transaction, they did not pursue with XXXX. 

Wells Fargo essentially is blocking this service from me with no cause at all. This is unfair and against consumer right to take away a service the bank offers to all customers.

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