Consumer complaint received 2025-04-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Dear CFPB, I am filing this complaint regarding several unresolved issues with my Wells Fargo account, which have culminated in the abrupt closure of my account. Below is a detailed summary of the events : Mishandled Check Deposit : I deposited a check for {$93.00} via mobile deposit into my Wells Fargo account. Following this, my accountant, who assists me in managing my finances, inadvertently attempted to deposit the same check into another bank account under my name. This caused Wells Fargo to deduct {$93.00} from my account without properly transferring the funds to the other bank. As a result, neither bank has credited the proceeds of the check, leaving me without the funds. Despite notifying Wells Fargo of this mistake and providing all necessary information, they have failed to rectify this issue and return the {$93.00} to my account. 

Unfulfilled Welcome Bonus : When I opened my Wells Fargo account, I was promised a {$120.00} welcome bonus within 60 days as part of a promotion. Despite meeting all eligibility requirements and repeatedly following up with Wells Fargo, this bonus has not been credited to my account. I have documentation proving that I was eligible for this promotion. 

Dispute Resolution Issues : I also had two disputes for transactions of {$680.00} each. The resolution process was unnecessarily prolonged, and I faced significant challenges in obtaining updates from Wells Fargo representatives. It was only after filing a complaint with the CFPB that these disputes were resolved and refunded last week. 

Account Closure : Following my complaints to the CFPB regarding these matters, Wells Fargo informed me this week that they are closing my account. This decision feels retaliatory given that I have always maintained my account in good standingnever overdrawing or incurring negative balancesand have deposited significant funds into the account. The timing of this closure immediately after escalating my concerns to the CFPB raises serious questions about their motives. 

Unprofessional Behavior by Escalations Representative : XXXX XXXX, an Escalations Representative assigned to handle my disputes after I filed my CFPB complaint, has been condescending and unhelpful throughout our interactions. He repeatedly asked redundant questions, failed to provide meaningful updates on resolving my {$93.00} claim or {$120.00} bonus issue, and claimed ignorance about the account closure despite being responsible for addressing these concerns. 

I am not contesting Wells Fargos right to close my account if they choose not to continue our banking relationship ; however, I demand that they resolve these outstanding issues before doing so : Return the {$93.00} deducted from my account due to their mishandling of the check deposit. 

Credit the {$120.00} welcome bonus as promised during account opening. 

These unresolved matters are unacceptable and demonstrate a lack of accountability on Wells Fargos part. I request your assistance in ensuring that Wells Fargo fulfills its obligations before closing my account.

Thank you for your time and attention to this matter. 
, Before filing your complaint with the CFPB, here is the information you requested from Wells Fargo : Refund of {$93.00} : I asked Wells Fargo to return the {$93.00} that was deducted from my account due to a mishandled check deposit. The check was neither credited to my Wells Fargo account nor processed by the other bank where it was mistakenly deposited. I sought clarification and resolution regarding this issue. 

Credit of {$120.00} Welcome Bonus : I requested the {$120.00} welcome bonus promised at the time of account opening, as outlined in the promotional materials. Despite meeting all eligibility requirements, this bonus had not been credited to your account, and you repeatedly followed up with Wells Fargo for updates. 

Updates on Dispute Resolution for {$680.00} Transactions : Prior to filing the complaint, I sought timely updates and resolution for two disputed transactions totaling {$680.00} each. I asked Wells Fargo if there was any additional information or documentation they required to expedite the process. 

Clarification Regarding Account Closure : After being informed of my account closure, I inquired about the reasons for this decision, especially given your history of maintaining a positive balance and no overdrafts.

These were the key pieces of information I requested from Wells Fargo before escalating my concerns to the CFPB.

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 monetary relief