Consumer complaint received 2026-01-23 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
On XX/XX/XXXX, my aunt sent me a {$100.00} XXXX payment as a XXXX gift. The transfer was completed successfully with no issues. On the same day, she sent a separate {$100.00} XXXX payment to my brother. Unbeknownst to her, my brother had recently changed his phone number. Once she became aware of this, she contacted her bank, XXXX XXXX, to report the error. XXXXXXXX XXXX initiated a dispute regarding my brothers transaction. 

For reasons that were never clearly explained to me, Wells Fargo also disputed my transaction, even though I received the funds properly and was not involved in any error, fraud, or scam. I was not notified of this dispute at the time. 

In XXXX, I attempted to send a XXXX payment to my father to reimburse him for a shared phone bill. At that point, I discovered that my Wells Fargo account had been restricted and closed. When I contacted Wells Fargo, I was informed that my account was closed due to a claim related to the XX/XX/XXXX transaction. 

I explained that I was not the disputing party, that the payment was legitimate, and that my aunt had already clarified the mistake with XXXX XXXX Wells Fargo advised me to submit a written letter to dispute the restriction. I complied and provided documentation, including my aunts statement and contact information confirming the dispute was accidental and unrelated to my transaction. 

Approximately ten days later, I was notified that my request was denied. I was not contacted for additional information, provided with a detailed explanation, or offered a meaningful appeal process. I was also given inconsistent and contradictory information by different representatives regarding how the issue could be resolved. 

Due to this and multiple unresolved service issues, I requested closure of all my Wells Fargo accounts, including checking, savings, and XXXX access. I believed this would allow me to move forward with another financial institution. 

After opening an account with XXXX, I learned that I could not enroll my phone number in XXXX. XXXX support advised me that Wells Fargo continues to hold my phone number as restricted and that only Wells Fargo can release it. 

When I contacted Wells Fargo again, I was told to visit a branch because my phone number could not be verified. At the branch, I was informed that Wells Fargo required a deletion file from XXXX XXXX. When my aunt and I contacted XXXX XXXX together, XXXXXXXX XXXX stated that they do not issue such files and that no further action could be taken on their end. 

During a later call with a Wells Fargo representative, I was informed for the first time that returning the {$100.00} could have resolved the issue. This option had never been presented previously, despite my repeated requests to return the funds or otherwise resolve the matter. I remain willing to return the money if necessary. 

At present, Wells Fargo continues to restrict my phone number from XXXX, even though I no longer have an account with them. I have not been provided with a clear explanation as to whether this restriction is temporary or permanent, nor have I been given a consistent remediation or appeal process. 

I believe Wells Fargos continued restriction of my XXXX access and retention of my phone number, despite account closure and the absence of fraud or misuse, may constitute an unfair practice under the Consumer Financial Protection Act ( 12 U.S.C. 5531 ). The restriction has caused substantial consumer harm, is not reasonably avoidable, and appears disproportionate given the small dollar amount involved and the lack of any pattern of misuse. 

I am requesting regulatory review and resolution, including the release of my phone number from Wells Fargos XXXX restriction so it may be used with another financial institution, or a written explanation if the restriction is permanent. Wells Fargo has made XXXX attempts to provide any sort of resolution or work with me other than just pushing me.

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 non-monetary relief