Consumer complaint received 2025-10-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY

Complaint narrative:
I am an American citizen living abroad. I receive XX/XX/XXXX( XXXX ) I have been living here for XX/XX/XXXX years because I can't afford to live in California anymore. I suffer from XXXX XXXX XXXX and XXXX. In general, I have found a nice quiet life here and I am relatively happy. Except when it comes to dealing with Wells Fargo when it's time for them to send me a new debit card. At this moment I have been waiting since XX/XX/XXXX for my new card to arrive. However, by the time it did arrive (XX/XX/XXXX days later ) it was deemed by the bank to be " undeliverable ''. This, despite the fact that I have received XXXX cards and other mail from them since the last time I was forced to file a complaint with your office. My first clue that something was wrong was that I got a message saying that my mailing address had been changed. I didn't change it. I was told that the " system '' changed it and the " system '' also cancelled the card that I have in front of me which is totally useless. I was then sent another card but yesterday it was removed from my digital wallet. I called to ask why and was told that it was lost. My first complaint to your company was on the occasion of the last time I needed a new debit card. That time they sent the card to my permanent address in California despite my having a simi lengthy conversation with the agent about XXXX and what it was like living there etc .. all for the purpose of making sure that they sent it to XXXX . In that case it took XXXX weeks to get a new card and they sent it XXXX. XXXX or XXXX weeks later another card arrived, another useless card, which is also on the desk in front of me, that card was sent by regular post. The date when I discovered that my address was changed was XX/XX/XXXX and I was told that another card would be sent. I explained to the agent that in theXX/XX/XXXX years that I have been here I have been sent XXXX or so cards and that I have never received a card on time that wasn't sent by XX/XX/XXXX or XXXX and most of them not at all. This is yet another example of why this is so. If it takes XXXX XXXX days to get here and they cancel it in XXXX it's impossible to ever get a working card. I have spoken to a minimum of XXXX people there and instead of being more helpful they are not helpful at all and tell me that " we're not set up for that '' By this point I can't really speak to them more than a few minutes without getting furious. Everyone says how sorry they are and how much they understand etc .. and then tell me about the digital wallet. I live in a semi rural community a digital wallet does absolutely nothing for me here. So they, clearly, don't understand at all. Meanwhile, I'm XXXX XXXX days without access to my money. My XXXX, XX/XX/XXXXXXXX, all my subscriptions are cancelled and no one there has contacted me about any of the several complaints I have lodged, except XXXX, and in his message to me he speaks about what happens when your card is stolen. So obviously he didn't even bother to read my complaint. I was given a case manager on Thursday of last week to get this resolved. I called at XXXXXX/XX/XXXXCST and was told she was in a meeting and would get back to me. I called XX/XX/XXXX more and was told the same but by XXXX CST I didn't hear a thing. I am losing my mind over this. I pay a lot in international transaction fees every day and all I ask for is the most rudimentary of tasks to be preformed, get me my card on time. In fact, I have taken pre-emptive action to prevent this from happening. I removed the mailing option from my permanent address in XXXX to prevent any confusion and I stayed at this address instead of moving just to be sure that I got my card. There is nothing more that I could have done to alleviate any issues but the cold fact is that I'm a poor person and Wells Fargo couldn't care less about me or my business. This is a multi trillion dollar company that operates in XXXX countries yet they can't get me my debit card on time? I haven't had money all month and my rent is due in a couple of days. This company has me stressed out to the gills and unable to sleep. I am sure that your input was helpful in resolving the issue last time please contact them ASAP with this reoccurrence. XX/XX/XXXX last time around they claimed that they would try to improve in this area and not only have they not improved they have got worse. For example, they have a free international long distance line but they have frozen me out from using it so I am forced to pay international long distance rates. This is disgusting and it's totally unacceptable for a business to be run this way, with no regard for customer service.

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