Consumer complaint received 2025-01-22 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Confusing or missing disclosures — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
As of XX/XX/XXXX, Wells Fargo Bank where I've held a checking and savings account since XXXX notified me that they were canceling my debit card because I filed too many dispute claims and it appeared to someone in their claims department I may be trying to pull some act of fraud. I escalated this issue however I was told the 1 year ban on me having a debit card for the online checking account still stands. However I was told I could use the other services such as XXXX for transferring money and I could purchase checks to pay bills and so on. So on XX/XX/XXXX, I attempted a XXXX transfer. I needed to pay a bill. I had money that was deposited through ACH that I waited days to be available. After putting in the receivers information so that I could have a friend make the payment for me, I sent the money through and after going through each of the verification steps of the XXXX process a pop-up said that the money would be sent once XXXX had made a review that could take up to 4 hours and once the review was done I'd be notified of the transaction. After waiting 5 hours was sent notice that the transaction had been declined. I couldn't for the life of me understand why but was told they needed to know the person I sent it to was actually someone I knew and there wasn't a possibility of being scammed. With all the restraint I could conjure up I let it be known how I knew this person and that me sending him my money wouldn't be a problem. I then tried sending it once again thinking it should go through immediately since I had spoke to a human and let them know my money was safely being sent. After sending it the pop-up appeared again but now I was sure it was only ritual. But after one hour passed and my friend telling me he still had not received it. Upset and frustrated I canceled that transaction. The money that should have immediately returned to my account appeared as if it didn't return and I couldn't get through to customer service without a wait, I hung up expecting to call later but when I woke up, accidentally falling asleep after long hours of trying, I was hit with the information that another merchant in that time has taken every XXXX as their payment unbeknownst to me that any one could access that account through ACH to take however they wanted. It was just I who had to verify and prove myself to be able to use my money but only in the constraints of Wells Fargo 's parameters. I had a friend XXXX XXXX money on XXXX XXXX and that money went through before she and I could end our call however I tried sending it to my business as it has an independent number, email, and address from my own, still I was not getting the immediate service that XXXX has claimed possible. After calling the receiving bank and contacting Wells Fargo several times and getting no cause for this money not getting sent immediately, I was only made aware through trying to enter the sending and receiving credentials through the XXXX XXXX did I learn my account for what ever the reason had a lock preventing me from using XXXX transfers only as a sender. There was no reason or cause listed. I do know that if there's a bank account all transactions made are through the services of that bank. Meaning Wells Fargo had now prevented me from using this service as well of which was said to be XXXX of the services I could use in the absence of my debit card. So I tried to wire transfer the money into another external account and after following all the instructions details, the wire transfer of which I would be paying {$25.00} to have money sent immediately did not go through. I called Wells Fargo and finally to after waiting 12 minutes at XXXX on a Wednesday morning the banker told me that the fraud department had put a stop on it. I could call and find out the reason as they presented me the telephone number. But the fraud department wouldn't be open until XXXX. If this isn't an injustice or a failure to serve then I don't know what could be. Worse than anything Wells Fargo has not yet and could not tell me what if anything I had done wrong. I asked each person to explain what was too many filings and what is a normal count and each of these people has yet to give an exact number or say what it is in my handling of my online account that gives them suspicion of criminal activity. That's because there was none. It's false and inaccurate attempt to have control over the way I manage my account. This is most upsetting because this action has and is causing an upset in how I live, the relationships I've been trying to establish with the merchants in my personal and professional life. Because I have just started my business and I'm pre-revenue at the moment I didn't want to open a business account that would need a minimum balance I couldn't keep. But I have accrued late fees and inconvenience fees because of this unexplained issue, not to mention payments I have had to be put on hold or redirect. All of this at a cost and Wells Fargo not only have not been clear as to why but they have been misleading and untruthful in answering. Telling me it's the issue of the other banks or merchants and not them. Telling me they have issued the money or they have already processed it and can't understand why may not have received it, knowing they had put holds or issued pauses just to keep me from accessing my money. They should be held accountable. No financial institution should be able to do this. But I'm the one who's being scrutinized as a scam.

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