Consumer complaint received 2026-05-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
To the Consumer Financial Protection Bureau, I am submitting this complaint regarding Wells Fargo Banks handling of my fraud disputes, reversal of finalized fraud credits, denial of access to account records after account closure, and failure to provide complete and unredacted account documentation during an active dispute investigation. Beginning in approximately late XXXX, I experienced suspicious and unauthorized activity involving my Wells Fargo accounts, XXXX account, XXXX account, and related financial services. On or around XX/XX/year>, I received a letter from XXXX XXXX stating that I was a victim of identity theft and that my personal information may have been compromised and used fraudulently. Around that same period, I also discovered unauthorized transactions and irregular activity affecting my Wells Fargo accounts. I immediately contacted Wells Fargo and reported the suspicious activity. At the time, I explained that I was actively trading cryptocurrency and conducting a high volume of legitimate transactions across multiple platforms, which made it difficult to immediately determine which transactions were legitimate and which were unauthorized. Wells Fargo opened six separate claims relating to the disputed activity, and I relied on the bank to properly investigate the transactions and comply with its obligations under Regulation E regarding disputed electronic transactions and fraud investigations. Wells Fargo initially issued provisional credits relating to those claims, and I provided supporting statements, screenshots, transaction records, and additional information throughout the investigation process. I later received written communications indicating that portions of those credits had been made final, and I relied on those representations. Several weeks later, Wells Fargo unexpectedly reversed and removed the finalized credits from my account without providing adequate explanations, supporting documentation, or meaningful investigative findings. When I contacted Wells Fargo regarding the reversals, I was repeatedly provided conflicting and inconsistent information regarding the investigation and the basis for the reversals. I was also informed that an investigator would contact me, but I never received meaningful follow-up despite repeated requests and continued communication. Because I did not want to make inaccurate claims, I informed Wells Fargo from the beginning that I did not yet know which transactions were legitimate and which were unauthorized due to the extremely high volume of activity occurring across my accounts at the time. As my investigation continued, I continued updating Wells Fargo regarding my findings and refined the disputed transactions as additional information became available. Following the initial fraud reports, Wells Fargo changed my account and routing numbers for security purposes, and additional account activity related to replacement/reopened accounts became part of the overall dispute investigation. Over time, I conducted my own extensive independent review of transactions, statements, screenshots, exports, and account activity across Wells Fargo, XXXX, XXXX, and related financial services in order to separate legitimate activity from unauthorized activity. During that process, I discovered that certain transactions which initially appeared suspicious were actually legitimate XXXX-related activity processed through XXXX, and I updated Wells Fargo accordingly as my findings evolved. Despite my continued cooperation and efforts to provide updated information, Wells Fargo failed to provide meaningful investigative transparency or complete records explaining many of its decisions and actions. I repeatedly requested : * documentation supporting the reversal of finalized credits, * claim investigation findings, * investigator contact information, * and complete unredacted account statements and transaction histories. Wells Fargo later closed my accounts and restricted my access to records and statements. Although I was informed that I would retain access to account records after closure, I was denied meaningful access to the records necessary to continue reviewing disputed activity and defending myself during the dispute process. I repeatedly requested complete unredacted statements in both electronic and paper form, but Wells Fargo provided incomplete

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