Consumer complaint received 2025-11-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY

Complaint narrative:
I am a XXXX citizen who relocated to the XXXX on XX/XX/XXXX. At that time, I called Wells Fargo to report my move, but the representative was unclear on the process and unable to assist. I also attempted to update my address and phone number to my XXXX details online, but the system would not accept them. Consequently, the account remained listed at my previous XXXX address. While I originally intended to return to the XXXX, rising travel costs and financial challenges have prevented me from doing so. 

The sole purpose of this account is to service a monthly XXXX XXXX XXXX XXXX IRS. I have kept the account open to ensure these federal payments are made on time, as I have no other mechanism to pay this obligation from the XXXX. The current lockout is now preventing me from fulfilling this federal tax obligation. 

For several years, I have successfully managed this account by logging in to deposit funds immediately upon receiving a Direct Debit notification. I have also paid monthly maintenance fees for years to keep this account open, likely totaling hundreds of dollars. My last successful deposit was on XX/XX/XXXX ( {$72.00} ), demonstrating that the account was active, funded, and in good standing. 

Despite my successful deposit in XXXX, on XX/XX/XXXX, Wells Fargo sent me an email warning that the account had become " inactive and requires action ''. The email stated that making a deposit would reactivate the account. 

I acted on this to ensure the account remained funded. On XX/XX/XXXX, I initiated a transfer via XXXX to deposit funds. However, this transaction was reversed ( rejected ) by the bank. This proves I was actively attempting to deposit funds, but Wells Fargo was refusing to accept them. 

In XX/XX/XXXX, I received a notification that the account balance was negative. I attempted to log in to fix this overdraft, just as I have done many times before, but I was blocked. When I attempted to verify my identity using my SSN, I received an error message stating " We are unable to complete your request at this time ''. 

I received email notification that the account is now at - {$89.00}. Since I can't log in, I can't see the breakdown, but I assume this total includes the IRS debit plus overdraft fees charged for failing to deposit funds, immediately after they specifically rejected the funds I tried to send. On XX/XX/XXXX, I called customer support to resolve this, but the representative refused to assist me or unlock the account solely because I do not have a XXXX mobile number, I use a XXXX XXXX number which I used in the XXXX since XXXX. 

This situation has been severely distressing. Having gone through multi-year debt trauma in the XXXX, the stress of this lockout made me physically ill. When I recovered and called to resolve this, I was met with a complete refusal to help. 

Although I explained that I have my XXXX Passport, Social Security Card, and multiple forms of ID, the representative refused to accept them. They stated that without a XXXX phone number for SMS, they can not help me. Their only alternative was for me to physically fly to the XXXX to visit a branch. 

This has created a cruel trap. I can not login, I can not pay, and they are fining me for blocking my access. 

What am I supposed to do, abandon the account? This creates an impossible situation for a vulnerable customer trying to pay their bills. I am begging for assistance to resolve this, not just to salvage my own situation, but to ensure other vulnerable people are not exploited in this way. Please help.

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