Consumer complaint received 2025-09-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Wells Fargo Bank ) Complainant : XXXX XXXX : Wells Fargo BankDate of Incident : XX/XX/year> ( approx. ) Amount in Dispute : {$110.00} Summary of ComplaintIn XX/XX/year>, I reported to Wells Fargo an unauthorized charge in the amount of {$110.00}. I did not make this charge, nor did I receive any goods or services in exchange. I have no relationship with the company that processed this transaction. 
Despite my good faith report, Wells Fargos fraud investigation concluded that the charge was authorized and denied my claim. No explanation was provided, and when I requested further information ( such as what goods or services I supposedly received ), I was told the case was closed and no additional details would be shared.

Consequences of Wells Fargos Actions * My cellular phone was placed on a bad device list, which has prohibited me from using my digital wallet. 
* I was advised by Wells Fargo employees that the only solution was to buy a new {$900.00} phone, which is not a reasonable resolution. 
* I have spoken with XXXX and XXXX, both of which confirmed this issue is internal to Wells Fargo. Neither company has any knowledge of a bad device list. 
* Over a period of XXXX months, I have spoken with no fewer than XXXX Wells Fargo employees across multiple departments ( fraud prevention, complaints, branch management, and corporate ). I have spent over XXXX hours on hold and received no resolution. 

XXXX XXXX XXXX handling of this matter is contradictory and unjust : * If the bank maintains that the {$110.00} charge was authorized, then there is no basis for my phone being flagged as a bad device and restricted from digital wallet use. 
* If Wells Fargo maintains that my device must remain restricted, then it is clear the charge was not authorized, and I am owed a refund. 
In either case, I am being unfairly penalized for a situation Wells Fargo itself can not justify. 

Resolution RequestedI respectfully request the CFPB/OCC to require Wells Fargo to : 1. Immediately remove my phone/device from any bad device list and restore full digital wallet functionality.

2. If this can not be done, refund the disputed {$110.00} in full.

3. Provide a clear explanation in writing of why this device restriction was imposed and under what authority.I have exhausted Wells Fargos internal complaint channels, including fraud prevention and investigations, complaints department, branch management, and Wells Fargo corporate offices. 
All attempts have been met with dismissals, vague apologies, or redirection. I have received no substantive response or resolution. I dont want the bank calling me, as they have regarding this matter and never are answers provided! Shame on Wells Fargo.!!

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