Consumer complaint received 2025-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
On XX/XX/XXXX I experienced an issue with my Wells Fargo accounts. I am a XXXX combat veteran, and about a week before this event, I was engaged in a conversation within an online Veterans Group I am a long time member of. During this conversation, A woman who I knew to also be a long time member, responded to a post I had made about my family struggling recently financially. She never asked me for any personal or banking information, and she never asked me for money or favors of any kind, however she did offer to help us out and send us a check for a little bit of money as a gift, to help us out and give back to veterans, she said. Initially I was hesitant, however I researched the woman, as well as vetted everything about the situation, including consulting with a couple of my good Veteran friends, whom had been recipients of her kindness, on previous occasions. Everything checked out and seemed legitimate so I provided my address and a few days later I had a check from her. Now, because I am unable to walk well, I chose to use the convenience of Wells Fargo 's mobile deposit feature on their app. I did what any other normal customer would do, and deposited the check, in good, honest faith, and thought nothing else of it. Approx one hour later I received an email that My deposit could not be accepted, and then I received emails informing me that my account was now frozen, I could not accept, make, or receive deposits, access my money in the account already, and I could not use my debit card or use the account at all, and by XX/XX/XXXX it would be closed. In a panic, I contacted Wells Fargo and explained to them I had not been fraudulently depositing checks, and that By freezing my accounts, they were now jeopardizing me and my family 's well being and security, because I would be unable to receive my Monthly VA direct deposit into my account. I informed them that this was my family 's only monthly income source, and that this was how I pay my bills, keep a roof over my head, and provide for my family ; by freezing my account this late in the month I could not change my deposit info with the VA and therefore I needed wells Fargo to consider reversing their decision to freeze my account, especially seeing as I had never been involved in any form of fraud or dishonest activities with their bank, all I had done was deposited a check, I had received in good faith, and simply acted as any regular customer would- and deposited it. After multiple attempts to resolve this issue before my deposit arrived, across multiple platforms, I was unable to reach any significant progress or understanding with Wells Fargo the best I got was an automated email saying they had received my complaint and would contact me 10-15 days from that date. I have made it clear to Wells Fargo in multiple ways that this is a gross misunderstanding and is causing significant and irreparable harm to me and my family financially, and still there has been no sign of progress ... the VA deposited the check into my Wells fargo account on the 1st, and it wasn't sent back to the VA, nor has it been reflected in my account or in my App as far as I can tell or access... so my money is just, gone apparently. I was able to research a recent XXXX CFPB judgment against wells fargo, in which this very practice, is outlined as being unlawful, harmful to its customers, and that Wells Fargo needed to cease the act of freezing and closing accounts in this very manner that they have done to me. My financial impact has already been substantial, I have, across all aspects of my life, suffered well over XXXX XXXX dollars in damages, from late fees, unpaid rent, potential reinstatement fees, my cell phone has been cut off, I can't pay my car registration or insurance, I can't pay my child support, I can't afford food or gas, or any other life expenses. By violating this previous ruling, Wells Fargo has significantly damaged mine and my family 's life livelihood, and our ability to sustain ourselves. At this point I want Wells Fargo to not only recognize the damage they have done, but also cover the costs of the damages that have been accrued due to their actions.

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