Consumer complaint received 2026-06-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX, I deposited a settlement check in the amount of {$99000.00} into my Wells Fargo Everyday Checking account ( ending XXXX ) at Branch # XXXX XXXX, located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. Prior to depositing, I spoke directly with Branch General Manager XXXX at that location and explicitly disclosed that this was a large deposit from a legal settlement and requested confirmation that the funds would clear with no holds. Branch General Manager XXXX verbally assured me that the full amount would be available with no holds the following day, XX/XX/XXXX. On the morning of XX/XX/XXXX at approximately XXXXXXXX XXXX my available balance reflected {$99000.00} confirming the funds had cleared as promised. I proceeded to make a purchase, which was declined. Upon checking my account again at approximately XXXXXXXX XXXX my available balance had dropped to {$2.00}, with {$99000.00} listed as Deposits not available for withdrawal. I contacted Wells Fargo customer service to resolve this matter. During that call, I was assisted by a representative identifying herself as XXXX XXXX The interaction was marked by unprofessional and deliberately obstructive conduct, including : Speaking over me repeatedly, preventing me from accurately stating my account of events Intentionally mischaracterizing my statements in a manner that appeared designed to manipulate the recorded conversation and undermine the accuracy of my account When I specifically referenced my prior conversation with Branch General XXXX XXXX XXXX the XXXX XXXX XXXX XXXX location, XXXX XXXX XXXXepeatedly and deliberately referred to her as a teller a materially different position in an apparent effort to minimize the authority and weight of the assurance I was given and to distort the record of our conversation This conduct raises serious concerns about whether Wells Fargo customer service representatives are trained or instructed to manipulate recorded calls in ways that disadvantage customers in disputes. This behavior, combined with the underlying fund reversal, suggests a pattern of deceptive practices. This constitutes the following violations : 1. Regulation CC Violation ( 12 CFR Part 229 ) Federal law requires that once funds are made available to a consumer, the bank can not reverse that availability without prior written notice. No notice was provided before or during the reversal of my funds. XXXX. Deceptive Practice under the Consumer Financial Protection Act Branch General Manager XXXX at the XXXX XXXX XXXX XXXX, XXXX XXXX location provided an explicit verbal assurance that no holds would be placed on my deposit. I relied on that assurance in good faith. The banks subsequent reversal of available funds directly contradicts that representation, constituting a deceptive act or practice. XXXX. Call Manipulation / Obstruction of Dispute Resolution Customer service representative XXXX XXXX engaged in conduct on a recorded line that appeared intentionally designed to misrepresent my statements, minimize the authority of the branch manager who made assurances to me, and distort the factual record of my dispute potentially to benefit the bank in any future review of the call recording. XXXX. Detrimental Reliance Based on Branch General Manager XXXX assurance at the XXXX XXXX XXXX XXXX, XXXX XXXX branch and my account reflecting full fund availability, I relied on access to these funds in good faith. The mid-day reversal caused direct financial harm including a declined transaction and inability to access my own legal settlement funds. I have documentary evidence including : The original Wells Fargo deposit receipt dated XX/XX/XXXX showing total deposit of {$99000.00} Screenshot of available balance at {$99000.00} ( XXXX XXXX XXXXXX/XX/XXXX ) Screenshot of available balance reversed to {$2.00} with {$99000.00} held ( XXXX XXXX XXXXXX/XX/XXXX ) Personal contemporaneous account of interactions with Branch General Manager XXXX ( XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ) and customer service representative XXXX XXXX. I am requesting the CFPB : 1. Investigate this matter in full 2. Require Wells Fargo to immediately release my funds 3. Pull and review the recorded call with XXXX XXXX for evidence of deliberate misrepresentation 4. Assess applicable penalties for the Regulation CC violation, deceptive practices, and obstructive customer service conduct committed against me

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 non-monetary relief