Consumer complaint received 2025-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
XXXX XXXX I deposited a check for {$15000.00} into a Wells Fargo bank account, also opening the account. Was told I could use tap pay until my physical card arrived. My funds cleared the next day. I withdrew {$9000.00}, and used my tap pay with no issues. I walked into my local branch to make a {$4000.00} withdrawl to pay for a vehicle out of state for my XXXX husband on XX/XX/XXXX. To my surprise. I was told by branch manager that I couldn't access my funds. He refused to give an explanation, and told me I could use the ATM outside. At this point i was thinking he had something against people that looked like me ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, i get treated poorly by many, but feom my own bank? My own money?? ) .I asked for a phone number to call to resolve the issue, he again refused any help. I went to thee ATM machine outside and it wouldn't let me access my funds, but was at least kind enough to give me a number to call. I talked to someone at customer service and they said they there were no holds and shouldn't be any issue now. So my husband and I drove XXXX hours out of state for the vehicle. We stopped to get gas and eat a couple hours in. We got turned away in line for food. Declined card. I was embarrassed and hungry, no gas, stranded in another state. I get back on the phone with Wells Fargo, they said im good to go card is back on, should be no problem. This happened again next time we stopped. Back on the phone, card good, no holds. We make it an XXXX  outside of our destination and same thing. So I get on the phone with Wells Fargo AGAIN! My husband called the man selling vehicle. He agreed to drive an XXXX  to us to make the deal because we had no gas and these phone calls are long. Get card back on, had to pay for hotel because its late now due to Wells Fargo, ( no change of clothes, no medication, not even a toothbrush ). Man arrives and we try to XXXX  him, no luck! We go to the ATM a few miles away, but no access to funds. Called Wells Fargo again!!! They say the SAME THING! NO HOLDS, no reason I should be able to access funds. This process continues XXXX more times until after XXXX. Man leaves to go back home, told us to get with him if we can figure out our finances! Embarrassed again! First thing in the XXXX on XXXX XXXX, my husband and myself went into a main branch and talked to the manager. She gave me the {$4000.00} that I had initially requested the day before. I told her of the events, and she told me to report that manager because he " Definitely Discriminated Against You Both '', ( My husband accompanied me to local branch the day prior ). I called my local branch to see if they had a phone number for the complaints department. The manager answered the phone. He was so sweet to me being that he couldnt see who he was talking to. He so kindly gave me his direct number and the number i asked for. He aslo told me to press XXXX # to make the call easier.!!!! That was at XXXX pm on XXXX XXXX. I have called and reported twice, had my case closed twice. Was told by complaints department that it would be taken care of internally. When asked about my pain and suffering, I was responded to with " What do you want? A phone call if the manager gets fired? '' I said, absolutely not. His discipline is on Wells Fargo, BUT my pain and suffering is also ON WELLS FARGO! She sent me a {$50.00} customer appreciation check.i told her that wouldnt even cover hotel, she said to send hotel reciept, which was {$100.00}. She sent me another check for {$56.00}! So she took away my customer appreciation check and put it toward their mess up! She closed my case anyways. We'll I reported her as well. I was told she is the only person I can talk to about this complaint- EVEN AFTER I REPORTED HER!!!! Then I asked to speak to her manager and was told that was impossible, pushing hard they finally agreed to have him call me. He called XXXX XXXX around XXXX. My cheek had accidentally hung up the phone while we were talking, he immediately called me back. We talked, I stated how I was going to push this until someone takes me seriously. At XXXX AM he hung up on me and never called me back!!! They have since let me know case closed. Manager still works as manager of that branch, and im still suffering. That vehicle was a long time coming surprise. Ruined present, embarrassed, stranded out of state, XXXX XXXX XXXXXXXX, unfavorable hygiene, missing meals, treated differently than others, given no explanation from the person that discriminated. Wells Fargo has been a nightmare.

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