Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
My two business checking accounts were frozen by Wells Fargo on XX/XX/XXXX for the second time since XX/XX/XXXX. From the last occurrence I was told a compromised device ( cell phone or computer ) had accessed my accounts. I was told both accounts had to be replaced. Before replacing them I requested information on what device had triggered this situation because I was concerned that it could happen again if a device had a virus or something. After waiting 90 days and getting XXXX information from Wells Fargo ( not for lack of trying ) I was contacted by XXXX XXXX who was a Escalations representative from the XXXX XXXX XXXX XXXX. XXXX informed me that Wells Fargo considers this information ( identifying the compromised device ) to be confidential and they do not disclose that information. She also informed me that the accounts were no longer frozen and the freeze had been lifted a few days earlier. No one had notified me that the freeze was lifted. What kind of communication is Wells Fargo doing with business account holders? My accounts were available and no one told me?? 
Next I received a call yesterday, XX/XX/XXXX ad spoke to XXXX who I believe worked with the accounts takeover department. He informed me that my accounts were again compromised and would be frozen. I told XXXX that the issue likely resulted from my accountant using my login and password the previous day to do some accounting work. Note, I had given my accountant this information and she had my permission. XXXX informed me that this violates the user agreement and this activity is what caused the situation. So a few points : # 1 no one with Wells Fargo ever told me this over the period of this whole fiasco dating back to XX/XX/XXXX. Again I ask what kind of communication is WF doing with the banking customers. By the way at the last freeze situation I had told them repeatedly that I suspected my accountants login had triggered the situation. No one ever offered a remedy like XXXX did setting up Guest User Access. Point # 2 XXXX mentioned that during the freeze timeframe I could still access funds with my debit card. This was news to me as I had just endured 90 days with no access to funds and was actually several MONTHS behind on rent when the freeze was finally lifted. In fact during the first freeze I had gone into a branch in person and attempted to withdraw funds and was told it was not possible. NO ONE EVER mentioned that I could have used my debit card. I even sat down with a banker at that time and no mention was made that I could use my debit card. 

Wells Fargo has a communication problem. I will note that I have allowed my accountant who is a trusted partner to access my account for close to 10 years in the same manner as I have done recently which resulted in this fiasco. I ask again, what kind of communication is taking place between Wells Fargo and business banking customers when there is a issue to work through? Totally unacceptable and I will not rest until I get someone with some authority at WF to assure me that this communication problem has been corrected. If I don't receive satisfaction with this process I will be forced to escalate further.

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