Consumer complaint received 2025-06-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
On XX/XX/year>, I contacted Wells Fargo regarding a returned check and issues with my account. During a call that lasted approximately XXXX minutes, I experienced highly unsatisfactory service, including what I believe to be discriminatory treatment. 
The initial issue stems from a returned check to Wells Fargo due to fraud on my XXXX checking account, which I can verify. Since then, I have been unable to deposit funds into my Wells Fargo account. ACH transfers have been rejected with the reason " Account Frozen, '' and an attempted ATM deposit was also refused.

My attempts to open an account with XXXX XXXX were recently declined, which I suspect is a result of Wells Fargo reporting this overdraft to XXXX XXXX XXXX XXXX XXXX potentially under the guise of " account abuse. '' XXXX, a representative in the collections department, confirmed that this overdraft is indeed being reported to XXXX XXXX XXXX. 

After a cold transfer, I spoke with an extremely rude individual in the Loss XXXX department. When I explained the situation, this representative stated that my only option to resolve the overdraft was to visit a branch in person, speak with a banker, and have that banker contact Loss XXXX to authorize a cash deposit. 
I questioned this policy, asking what options would be available if I were bedridden or XXXX and unable to visit a branch, and why ATM deposits were not permitted. Shockingly, the representative then began to argue with me about whether or not I have a XXXX, explicitly stating, " You are not XXXX you do not have a XXXX. '' This statement is alarming and entirely inappropriate, especially considering I do have a XXXX. To be told that Wells Fargo is refusing all remote deposit methods while simultaneously sending my account to collections is unacceptable. 
When I requested to speak with a supervisor, the representative, seemingly realizing the severity of her conduct, asked for a reason for the escalation. I was then transferred to the collections team. 

My initial interaction with the collections team was with XXXX, who was difficult to hear throughout the call. XXXX confirmed the reporting to Early Warning Services. He then transferred me to another representative who was more audible. 
This new representative asked if Loss Prevention had removed the hold on my account. I explained that Loss Prevention had just transferred me to collections to make a payment. She then attempted to transfer me back to Loss Prevention, despite my repeated explanations that they had sent me to collections. After placing me on hold to contact Loss Prevention herself, she returned to inform me that the only way to remove the hold was to physically go into a branch and sit with a banker. 
I reiterated that I could not do this due to my XXXX. At this point, the representative appeared to grow " tired of helping '' and abruptly disconnected my call by transferring me to another line without my consent or knowledge.

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