Consumer complaint received 2026-07-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
On XXXX XXXX a {$1500.00} money order was purchased and deposited into my bank account in XXXX IL. At the time the money order was deposited the teller stated that the funds would be available next business day. On the same day XX/XX/year>, I received an email stating the my account would be closed because of one or more checks depostied to my account suspected to be altered. My account is set to close on XXXX. This letter also informed me that all deposits to the account would be blocked. On XX/XX/year> I noticed that my account was not showing a negative balance of XXXX and my sons attached teen account was showing a negative balance of XXXX. These totals included Direct deposits from myself and my son 's jobs. The day before we had already withdrawn those funds ( minus the XXXX ). I called Fraud prevention on that saturday, XXXX and spoke to someone who informed me that my account was set to close because the " check '' that was deposited appeared to be altered. She also told me there was nothing she could do until they could verify the " check ''. On monday, XXXX, i went into my local branch on XXXX XXXX and spoke to a banker there. She called fraud prevention with me and was also able to show me the Money order that was deposited. When she spoke to them they told her it was blocked because they could not verify the item. She said they would run again and see what happens. While they had us on hold running the item again, I called where the item was sold and asked them to help trace the money order. They informed me that the person who purchased it would have to come in and inquire. At that point the representative from Wells Fargo fraud prevention comes back to the phone and states that they are still going through with closing my account because it was suspicious activity and I had a newer account. I then left the bank. After the left the person who purchased the money order was able to send me a screen shot of the trace showing the money order had cleared on XXXX, I went back into the bank and spoke with the same banker who then got back on the phone with Fraud prevention and told them what had happened. I am unclear on what was said because i was not able to speak with them. They did say that it may take a few hours for the system to update and that the check will be released on XX/XX/year>. they also said that since my account will still close they have up to 15 days to mail the funds to me. I don't understand why i am being penalized for an item that was found to not be fraudulent. They took off the negative balances but I'm still not able to use my account and I don't know if i will have access to my money! This bank has treated myself and other unfairly and they continue to get away with it. Its not right at all and it seems like they are committing fraud in this situation.

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