Consumer complaint received 2026-02-25 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
State: MD

Complaint narrative:
Consumer Financial Protection Bureau XXXX XXXX : Wells Fargo Violations of Regulation E, EFTA, and Unfair/Deceptive Practices in Dispute Handling Account Ending : XXXX Primary Claim Reference : XXXX Additional Case Numbers : XXXX XXXX XXXX Amount in Dispute : {$250.00} To Whom It May Concern, I am filing this complaint regarding Wells Fargos handling of my {$250.00} dispute, which reflects repeated procedural failures, broken representations, and apparent noncompliance with federal dispute investigation requirements. Despite multiple case numbers being generated, Wells Fargo has failed to conduct and document a reasonable investigation as required under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E ( 12 C.F.R. 1005.11 ). Specifically : Failure to Conduct Reasonable Investigation ( Regulation E 1005.11 ( c ) ) Regulation E requires a financial institution to conduct a prompt and reasonable investigation upon notice of error. Despite this requirement, my case was repeatedly closed without documented findings, investigative notes, or explanation of factual review. A representative confirmed that the most recent caseworker closed the case on XX/XX/XXXX without entering investigative documentation. Failure to Provide Written Explanation of Findings ( Regulation E 1005.11 ( d ) ) If a financial institution determines that no error occurred, it must provide a written explanation of its findings. I have not received a substantive written explanation detailing the basis for closure or the evidence relied upon. Failure to Follow Represented Procedures / Inducement Through Representation Multiple representatives explicitly instructed me that upon submission of requested documentation and a completed questionnaire, my dispute would be reopened in accordance with internal procedure. I relied on these representations and complied in good faith. However, after submission, the claim was not reopened. This constitutes reliance on representations that were not honored. A Claims XXXX identified as XXXX confirmed that, per standard procedure, once documentation is received, the claim should be reopened. She stated that she documented my file accordingly. Nevertheless, reopening did not occur. Failure to Maintain Adequate Case Documentation I was informed by a Wells Fargo representative that no investigative notes were entered by the assigned caseworker before closing my case. This suggests a failure to maintain adequate internal documentation supporting investigative actions. Potential Unfair or Deceptive Acts or Practices ( UDAAP 12 U.S.C. 5531, 5536 ) Instructing a consumer to submit documentation with the explicit assurance that doing so will result in reopening of a dispute and then failing to take that action raises concerns of deceptive practice. Repeatedly generating overlapping case numbers while administratively closing them without substantive review may also constitute an unfair practice if it results in procedural obstruction or consumer harm. Additionally, multiple representatives acknowledged : Caseworkers are required to contact the consumer when follow-up is requested. Case documentation and notes should reflect investigative activity. The claim should have been reopened upon receipt of requested documentation. Despite these acknowledgments, no corrective action was taken. Supervisors have stated that the back office controls determinations and that they can not intervene. This lack of accountability further raises concerns regarding internal compliance oversight. I respectfully request that CFPB require Wells Fargo to : Conduct and document a reasonable, good-faith investigation consistent with Regulation E. Provide a written explanation of findings supported by documented evidence. Produce internal case notes for all referenced case numbers. Explain the failure to reopen the claim after representations were made that reopening would occur. Confirm that dispute review determinations are made solely on transaction merits and submitted documentation, consistent with fair and objective standards. I have recorded calls ( with disclosure provided ) and possess documentation supporting the representations made by Wells Fargo representatives. I request regulatory review to ensure compliance with federal consumer protection statutes. Sincerely, XXXX XXXX XXXX

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