Consumer complaint received 2025-12-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NM

Complaint narrative:
To : Consumer Financial Protection Bureau, Wells Fargo and potential customers seeking or presently dealing with Wells Fargo From : XXXX XXXX, XXXX, XXXX XXXX of XXXX XXXX Subj : Response to complaint submitted ( Case XXXX ) and 2nd submission of complaint towards Wells Fargo and Individual who conducted investigation/research Date : XX/XX/XXXX. 

This memorandum will be submitted to Consumer Financial Protection Bureau. It will be the response to the case outlined above, responded to by Wells Fargo and XXXX XXXX, Escalations Representative from Complaint department. 

During the process and explanation, it was clear that XXXX did not read the complaint, did not investigate or research items as they were submitted in the complaint. There were no answers found and evidence within the phone call itself that there was admitted negligence, misconduct, deceiving communication, Incorrect and/or negated information given and many examples of multiple Wells Fargo employees giving information that is not correct or was not verified. This includes the representative herself XXXX XXXX, who was assigned to the case by Wells Fargo. I will outline the complaint and the response number both with corresponding numbers so that correlation can begin and the clear outline of negating any obligation to justify actions, re-enforce policy and the actions taken should all be supported by either federal regulation, industry regulation or internal controls- little of these type of explanations were offered in response to the complaints outlined. XXXX herself on the explanation call to customer stated, I do not have to answer questions of the complaint. I appreciate any time taken to learn of the objective of Wells Fargo during their research. 

1. Discrimination No where through my complaint did, I mention discrimination, yet it is the first topic addressed. 

2. Business Line of Credit- Initial Complaint : In my complaint I explain that the reasons for relationship closure were due to : XXXX, Wells Fargo business banker explained as of XX/XX/XXXX Wells Fargo no longer does business with your type of business. I had already received email confirmation that my account was out of due diligence cleared their internal review process and is being forwarded to the correct department on Friday XX/XX/XXXX. The same date that letter I received is dated for closure of my relationship by another member of the department. Email is attached labeled # XXXX. 
Response to complaint submitted : apology for misunderstanding and delay, Conditionally approved ; Acknowledgement mislabeling to XXXX ; Required further information in due diligence as after review : application denied and referred to the original letter that was sent to me. ( Attached in complaint dated XXXX, XXXX from XXXX XXXX. ) Issue with response : 1. Does not address the fact that multiple Wells Fargo employees stated my application did not need due diligence was sent due to mislabeling and being cleared by that department XXXX. 
XXXX. During our conversation I asked regarding this topic : Her response was Its covered in the letter. As you can see in the letter or the response there is no explanation or even feedback from these 2 employees that signed off that my account cleared XXXX diligence and was sent there in error. 
XXXX. XXXX Response states : From documents I provided. Information was derived to cause risk to Wells Fargo I asked what documents ; she stated the ones I submitted : I asked if XXXX verified the documents, she stated : I have not seen them. I asked did you verify the Information DD ( Due Diligence is referring to ) XXXX response I dont have to ; risk is not able to be shared with the customer XXXX. Lastly, after acknowledging the mislabeling, the organization has provided closure reasons that are normally affiliated with a XXXX XXXX XXXX, which in her own report there is admitting to mislabeling, there are other XXXX employees ( XXXX, XXXX ) that approved my application, and stated it was mislabeled and did not require XXXX and emailed I have cleared that department. Yet when in the complaint I asked if mislabeling was corrected : you can see it was never addressed, changed nor was the person held responsible. I was simply told my relationship was being closed. Also, no explanation of why I was cleared via email ( attached ) yet denied and relationship closed and no explanation offered. I suspect personal retaliation with no factual explanation. 

Nothing in her response addresses any of these items outlined in my complaint, re-enforces her comment about not reading the complaint or not answering questions about the complaint. XXXX XXXX only refers to me a document that they themselves have admitted is incorrect. 

XXXX. In ability to locate application letter Initial Complaint : Establishing trends of bad information, misleading, and lying to customers. 
Response to complaint submitted : Confirm a complaint was submitted We apologize this letter provide incorrect information Issue with response : It was outlined in the response of dereliction of duty and just another mistake or negating to give information. 

4. Business Credit Card application Initial Complaint : If my business was a risk, how is it that we got approved for a business credit card with 4 lines all with 100 % balance for all owners, was not asked to secure even though offered and less than 10 days later the entire relationship is closed due to information submitted. No explanation as to how XXXX products can be approved and operated while the remaining is delayed, mislabeled, cleared and suddenly requiring an end to the relationship based on a person that refuses to discuss with customer or provide explanation? 
Response to complaint submitted : None offered, different departments was what I can recall. No supporting documentation, no policy outlined only risk to the bank. 
Issue with response : Banker understood about ordering additional cards and the balance that each should have. This is outlying the negligence of the banker. Email documented # XXXX and # XXXX in which : Checks were never ordered or followed up on and business credit card information regarding ordering was never shared even after request to order additional cards was asked several times. Only during the call did XXXX Explain the process. 
Lastly, is there any information that can clarify and justify this sequence of events? I am willing to accept why my accounts are closed just for my ability to ensure it doesnt happen again, why? Bank accounts open 10 months, CC approved and issued during the same application process then suddenly XXXX desires to close accounts without having to provide evidence or reasoning. Seems like personal abuse of power and retaliation. 

# XXXX Credit reporting Initial Complaint : There was never a complaint about credit reporting. It was offered as a compromise to the mistake that was made according to the explanation and service given. 
Response to complaint submitted : Justified to pull credit and report products. Items will not be removed, and credit inquiry will not be removed. Wells Fargo Followed Fair Credit Reporting Act. 
Issue with response : This is evident that XXXX XXXX did not read the complaint. The only location credit reporting is mentioned is in the area fair outcome expectation. In which it states, since Wells Fargo is claiming they should not have done business with this type of business then why would they be allowed to run credit on these types of products for a business they do not service? I asked XXXX if she read my complaint when she brought up this topic. XXXX response no, but I know you complained about the reporting At that point during the call I asked if she could open the complaint and point out where she read it, she located and this was the first time her demeanor shifted. It was clear she was uncomfortable because throughout our phone call I made references to the complaint and she had no idea what I was referrencing. When I confronted her about if she read the complaint her response was and I quote I do not have to answer the complaint I explain what our policy is SOOO I asked isnt it in your policy not to grant credit or accounts to businesss you do not do business with that create a high risk. Her response was it is outlined in the letter. At this point all she would respond to any question was it in the letter. This change in response sparked a long delay and could tell there was someone else in the room she would confer with on tough questions. She no longer offered a discussion on topics, only to refer to the letter. The phone call itself will tell you or anyone how this investigation started after this demeanor shift and extended silence, with coaching she began referring to it as research. ( investigation means there was evidence to lead to investigating- hence wrongdoing ) From then forward she would use research. Overall issue XXXX XXXX, the rep that is supposed to ensure Wells Fargo is maintaining its own internal standard and ensure customers complaints are taken seriously and verified if there was wrong doing yet assign a rep that is coached, guided and DOES NOT EVEN READ THE COMPLAINT. At this point do I feel there was anything that was seriously done regarding my initial complaint. 

# XXXX Service received Initial Complaint : Many lies, Incorrect information, misleading of a customer, Delays, delays covered by lies and lack of communication within their organization. 
Response to complaint submitted : Apology stating they did not meet the standard. 
Issue with response : This is a vague attempt to provide an apology instead of providing explanation, taking accountability and seeking a training opportunity. I will outline each employee and the misinformation, direct delay caused by each employee and instances that werent addressed or explained in the response regarding what happened. Explanation ( s ) never offered, corrective behavior is not suggested, and occurrence not even acknowledged in response. 
XXXX. XXXX Banker- a. Did not order checks, simply apologized did not offer to replace, cover charge or anything 30 days lost b. Application ( s ) Mis labeled and information not shared. XXXX stated she did not label business XXXX, but it was shared ( By XXXX ) Banker and or XXXX are responsible for labeling. 
XXXX XXXX with customer and business I have email threads with constant apologies for missed deadlines or response times ( every employee ) XXXX. XXXX XXXX Due Diligence : a. Hung up on customer never mentioned XXXX XXXX supervisor did reply and felt situation was handled yet never mentioned in response. 
XXXX Lied to supervisor XXXX XXXX XXXX, her supervisor I did not understand paperwork and wanted a call from a supervisor : Actuality supported by email # XXXX XXXX XXXX : when I did not want to work with XXXX because she had hung up on me intentionally. 
XXXX. XXXX XXXX Due Diligence supervisor a. Did not follow up regarding new sales associate causing a loss of another XXXX weeks. 
b. Lied : Stated she would have someone contact me on Monday after already losing 10 days due to previous employee. XXXX had no intention of contacting me until following Monday 1 week after the date promised because he was going to be out of office. When brought to her attention he was busy c. Did not ensure application was routed properly d. Did not supervise XXXX in completing the completion of my review and application. 
XXXX. XXXX XXXX a. By far best customer service and only of the group. No serious complaint regarding XXXX only confusion so more misinformation that anything else. 
b. Email ( # XXXX ) stating that Due diligence is not required my application has been completed with due diligence department and never completing it in a timely manner. This is where I feel the coercion began. It took 5 business days to submit for review in XXXX after we spoke for 10 minutes and realized my business did not require XXXX, this after I paid and collected documents that are not required for my business. 
c. Believe he is aware of what really happened and has enough integrity to share, what was confusing is his email stated I was done with XXXX department and being forwarded on to correct department. Yet somehow I never leave that department, instead the same day I am told that as a result my application has caused a risk and determination to close in the relationship was discovered No explanation offered. 
XXXX. XXXX XXXX Due diligence supervisor a. The rudest of the group and does not offer any assistance, explanation, or justification. Was very petty and did not complete any tasks he stated he would. 
b. Pull phone call Does not address any questions only states letter will explain everything Offers no justification, no policy, no statute of explanation supporting the decision to close. Does not address the communication I shared regarding XXXX clearing me from review and XXXX. 
c. Lied ; XXXX XXXX stated he would email and send documentation by end of day. Instead, no letter is every sent by him, no email is ever returned and dates requested for continued conversation was never shared to this date. 
i. Starting he would call upon receipt of letter to go over and explain closing. Never did. I never received a letter from XXXX at any point. 
d. When asked why it is being closed when XXXX had already closed- His response and I quote None of my business I thought it was exactly that my business. He went on to avoid any questions on how it was routed to his desk when I had already been told that Due diligence was cleared ( XXXX email # XXXX ). XXXX offered nothing to this in conversation or response. 
e. Communication Phone call will explain the demeanor shared with customer and how he had no intention of looking for truth. Simply closing an account regardless of consequences and offering no explanation except the letter, which somehow never arrived at my place of business. 
f. Incorrect labeling XXXX also refused to address the mislabeling and if it was corrected prior to his determination that is not what I am here to discuss. Your accounts will be closed on XX/XX/XXXX. When I pointed out his lack of communication and keeping to his word- he is reflecting on the service from all the other employees. Lying and not keeping their word- I was accused are you insulting me. My response Sir if the facts insult you, you are insulting yourself i. To this point I am confused as to how it remained on his desk when I was already cleared and ready for the correct department. Instead, it feels like closing with no reason being done to cover all the items that this is exposing. Mistakes within every employee and no justification besides abuse of power. 
XXXX. XXXX XXXX a. Initial conversation : XX/XX/XXXX : stated she contacted XXXX but has not read the complaint was only reaching out to let me know she will start her investigation. She had not read my emails, complaints. She barely knew my last name. 
XXXX Lied : requested a response regarding the closing of the account, because of the timing I needed clarification if my account would be closed or if I would be allowed to move on my own ; she stated, I will get back to you today, Friday or by Monday close of business. I email reminder Monday morning, no response. I call at XXXX XXXX, no answer. I call XXXX XXXX ; she chats with XXXX and states shell call you tomorrow. 
i. Call on Tuesday did not have a response to the question of accounts had another employee quoting a letter stating I will be closed, and she has no other explanation for me. 
ii. When asked why she did not offer an update XXXX. She stated she did not email XXXX asking for extension until Monday at noon Feel my call was a reminder. 
XXXX. She claimed Friday was too late in the day Our phone call ended before XXXX am mountain time, yet no email sent and another lie to delay. 
XXXX. Stated there was not update yet when asked what she found out : Her response was, she knew on Friday that the decision was up to XXXX boss who had the decision to change date no email sent Friday or request for answer. When asked for XXXX bosses name she stated- I dont know, XXXX emailed him to ask. Were you copied or did you verify he asked : No response. 
a. At this point I feel as though XXXX didnt even contact his boss whos name I am not allowed to know : The letter was from XXXX XXXX close, not his boss, and she is relying on the words of same individuals I outlined that have lied and failed to complete duties per policy and financial procedure ; yet nothing was shared. 
XXXX Negligent : During our phone call of the resolution letter. XXXX stated in different conversations. She did not read the complaint, she did not review documents, She did not ask any questions : even the basic ones that do not make any sense and are covered by policy : Such as labeling a business or the flow of my application. 
Every employee I interacted with from Wells Fargo lied, created unnecessary delays, did not share information, did not correct mislabeled accounts, did not communicate with customers professionally or consistently and did not communicate properly with each other. Instead of correcting these actions it appears that closing the account will ensure that things do not get addressed just like XXXX investigation, I mean research. 

# XXXX Deposit accounts decision Initial Complaint : Why are my accounts being closed after 10 months of operation, application of business credit cards, ordering and processing of checks and deposits and withdrawals have taken place allowing a long observation period. 
Response to complaint submitted : Deposit agreement explains bank reserves the right to close your account at any time. Risk assessment process online and results are confidential. Decision is final ( I will quote this again later ) Issue with response : Deposit account agreement I was referred to. Only states that closing of an account can happen at any time. This does not alleviate the responsibility of justifying the closing. Also, within the policy it states that upon request information in accordance with Wells Fargo Private Policy agreement can be shared. 
Per the agreement it is acceptable to share information regarding the account with the business owner if it is going to lead to arbitration, closure or freezing in writing. Yet in this case there is no information shared. 

# XXXX Check Order fee Initial Complaint : NONE- Again this was outlined in the area labeled compromise during the complaint process. I was upset because my accounts were being closed after ( check incident outlined above ) ordering {$300.00} roughly worth of checks. In my outline I did not complain about this I requested compensation after closing an account after a relationship was made and the addition of more products. This is Wells Fargo intentionally attempting to sell me more products, running my credit, partners credit and business credit with the intention of never allowing me the opportunity to use them. Extortion for profitable gain Response to complaint submitted : Reviewed accounts and did not find any deduction for checks being ordered. I can provide more information since no purchase was found, we will not be reimbursed at this time and decision is final. 
Issue with response : This is when my communication with XXXX was irrelevant. The final example she had not even read the complaint or was conducting any type of investigation or research. This is proof that my complaint was not read or acknowledged much less investigated or researched. 
I explained in my complaint and on the phone. The complaint about the checks was that they WERE NEVER ORDERED BY THE BANKING ASSOCIATE. I waited a month and got nothing so after verifying they were NEVER ORDERED, a month later. I ordered through XXXX XXXX and have all the information. 
When XXXX got this part of the letter and read the response I asked her : If she recalled what I mentioned about the checks : She began reading the complaint. At this point in the conversation, I knew there was nothing that was done at this time her answers demeanor shifted yet again. Please I encourage you to listen to the phone call. I requested a copy of the call but do not know the formal process, when I asked XXXX her response get a lawyer. She stopped communicating when I explained maam go to the portion of the complaint where they ask for expected outcome. That is where the checks are included as a compromise to terminate relationship since I already spent money on them after establishing a relationship with Wells Fargo. She refused to comment on why she looked in my accounts for amount paid, when complaint stated I did not get them from Wells Fargo. 
I continue to press- At this point I understand her comfort was not a priority. She muted the phone again for an extended period. The person she was conferring with knew she had just admitted to 1 not reading the complaint 2. Stated I do not have to answer questions on the complaint, I reply with policy. 
I stated I understood. At that point I asked XXXX. During your investigation- my research she corrected. During your research, at any point did you ask me any questions? Did you review any documents? Did you ask me for any information regarding the checks or anything? XXXX response again : I dont have to. I have all the information. I stated maam why are you asking me for receipt of the checks when you already told me that your decision is final?. Her response because I have to read the letter to you, can I finish reading he letter?. 

Overall, after my experience we were going to leave Wells Fargo. I felt at though submitting this to CFPB and having questions asked that the truth would present itself. Instead, I feel XXXX is only a part of the cover up of poor service, no accountability and big banks getting away with whatever they want. Going through these complaints not offering anything and doing it again to someone else. Offering no explanation to anything questioned and quoting policy and procedure though are unwilling to share what policy they followed or quoting procedure that was proper. Only read the letter. In each circumstance that a question is posed, if a policy was followed and procedure enforced there wouldnt be anything to apologize for only explain and justify. Explain in a manner that any customer can go and find in a policy or disclosure. Instead, XXXX offers answers such as We are not able to disclose refer to the letter. Through their own response admit to many issues that they done wrong, and are responsible for the delays. Wells Fargo does not address important procedural questions. Like process, and how my application yet cleared still ended up back in the same department it should have never been. I completely understand some items cant be shared, in any instance there should be understanding without that information which there isnt. The questions should be answered as they are asked, if they are even read. During my initial submission I was willing to leave amicably. At this point I would prefer a 3rd party look into my complaint and conduct a REAL investigation to the complaint I am submitting, I have no confidence in Wells Fargo answering or responding to this complaint and holding those appropriate accountable. 

I have been with Wells for over 10 years. Now I have one Mission after this experience. Everyone in my town knows how Wells Fargo does business and expose how many individuals abuse their position and avoid accountability. When a complaint is filed, it isnt even read, addressed and individuals are free to conduct themselves outside of company policy and procedure, when confronted with those issues or those mistakes become public Wells Fargo will simply end the relationship with no explanation. Instead of correct internal behavior.

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