Consumer complaint received 2025-09-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I opened a Wells Fargo Auto loan on XX/XX/XXXX and made payments using my Wells Fargo checking account through Wells Fargos online banking system ( my only account ). This worked until early XXXX, when Wells Fargo silently delinked my auto loan from online banking. Suddenly, when I attempted to pay, the system only prompted me to add a non-Wells Fargo account. I had no such account, and I received no alert, email, or notice that my linked account had been removed. 

Timeline of Events XX/XX/XXXX Wells Fargos own records show this was the first time I complained about being unable to access Online Banking to pay my auto loan. 

XXXX XXXX I escalated through multiple calls, emails, and even submitted video evidence. I was repeatedly told there was no issue with the app and was given boilerplate instructions, not the truth. 

XX/XX/XXXX My vehicle was repossessed, despite my repeated attempts to resolve the issue. 

XX/XX/XXXX I cured the default with a {$4500.00} payment and have remained current since. 

XX/XX/XXXX In their response to CFPB Complaint ID XXXX ( Exhibit A ), Wells Fargo finally XXXX for the first time that : On XX/XX/XXXX, my loan was internally delinked and no longer accessible via Online Banking XXXX 

They can not verify that any alert was ever sent. 

Accounts do not automatically re-link ; customers must take manual action, though I was never informed of this policy at the time. 

Why This Matters Delinking without notice : Wells Fargo admits the delinking but can not show any record of alerting me. For a bank of this size, the inability to produce records means no notice was given. 

Deceptive omission : In XXXX - XX/XX/XXXX, while I escalated complaints and even submitted video evidence to the XXXX XXXX XXXX XXXX Wells Fargo Auto in which I was responded to, I was told there was no issue. Only XXXX years later did Wells Fargo admit the real cause was their delinking policy. 

False reporting : They reported me as refusing to pay, despite my repeated outreach and my {$4500.00} cure payment. 

Invalid reliance on fine print : They cite their Online Access Agreement clause ( we can suspend or terminate access at any time ) as if this shields them. It does not override federal consumer law.

Violations of Law UDAAP ( 12 U.S.C. 5531, 5536 ) : Concealing their internal delinking policy while telling me there was no issue is deceptive.

Reg E ( 12 CFR 1005.11 ) : They altered my ability to use electronic transfers ( my primary payment channel ) without notifying me.

FCRA ( 15 U.S.C. 1681s-2 ) : They furnished inaccurate credit data ( reporting refusal to pay ) even after I disputed with evidence.

Pattern of Misconduct This case matches the same misconduct for which the CFPB fined Wells Fargo $ XXXX in XXXX : hidden account practices, wrongful repossessions, and inaccurate credit reporting.

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