Consumer complaint received 2025-08-07 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX. 
XXXX, GA XXXX XXXX XXXX XX/XX/XXXX Dear Consumer Financial Protection Bureau, I am following up on a report I sent against Wells Fargo on XX/XX/XXXX. You have closed the case because the company responded. Wells Fargo once again responded, but they responded in an illegal and unethical format. My CFPB complaint ID was XXXX. 

Wells Fargo says they investigated but they once again closed looking into my missing accounts without resolution. The funds from those accounts are also missing. These accounts were FDIC insured. I believe large scale fraud has and is taking place. I wrote and submitted a long report on these missing accounts on XX/XX/XXXX. Here is the original complaint still unresolved : Wells Fargo lost two of my accounts sometime between XX/XX/XXXX and XX/XX/XXXX- they simply disappeared from my online banking and Wells Fargo says they have no record of them. The account numbers are XXXX and XXXX. 

This is what Wells Fargo mailed me XX/XX/XXXX regarding this : We conducted a thorough investigation into our systems or record for the account numbers you provided ending in XXXX and XXXX. Our research concludes neither of these accounts are on record with Wells Fargo. We also reviewed the document you provided to us that lists the full account numbers, and we identified no evidence on this document that these account numbers belonged to Wells Fargo. Based on our investigation, we determined that these accounts were either purged from our system, or that they belonged to another financial institution. Since we can not locate these accounts in our systems of record, it is unknown how, when, or if they were closed by Wells Fargo. It is unknown if these accounts have or had balances. 

The document I provided to Wells Fargo showing the account numbers was a form that their bankers provided to me during an in-person meeting where my husband and I merged our accounts after marriage. Wells Fargo bankers printed out records of what was done that day as documentation for my records. If this is insufficient, then their banking institution provided me insufficient records. Wells Fargo is clearly at the top of the record provided, and they printed that out and issued it in the bank as the formal record for us. They are rejecting their own records. 

Furthermore, the back of my current bank card says I have been a Wells Fargo member since XXXX. Where are their records that I have been a member since XXXX that they used to issue that statement on my card? ( The only account Ive had since XXXX was one of the accounts they are now claiming does not belong to them. ) There were many virtual records and details on these accounts on XX/XX/XXXX that I could view in my online banking. Wells Fargo has lost those records, and I had not been given any reason to believe that I should have maintained those records in another format. In fact, I had been encouraged by Wells Fargo to stop receiving paper records by mail and use the virtual format instead. 

Wells Fargo 's claim that these accounts do not belong to them is illegal, unethical, and factually inaccurate. It is not in alignment with their own records in other places. 

Their claim that the accounts are not on record with Wells Fargo currently is true- they disappeared between XX/XX/XXXX and XX/XX/XXXX. Their claim that they were purged from their system is likely accurate. They were purged from their system between XX/XX/XXXX and XX/XX/XXXX illegally and the FDIC insured funds in the accounts were illegally taken. 

If they can not locate the record of this in their system, then there has been major corporate fraud- as I originally suggested may be the case. They should have records of any purges that occurred between XX/XX/XXXX and XX/XX/XXXX, and these two account numbers should be in those records.

Wells Fargo can not claim they simply cant find the account now so they are not responsible. It is their responsibility to keep records of these accounts and behave in accordance with the law, which they havent done.

Frankly, this kind of fraud seems to be an ongoing issue with Wells Fargo - something Ive only become aware of through research after my initial complaint has dragged out and Ive had to file formal letters with governing bodies. Wells Fargo consolidated platforms in the XXXX and lost a number of low-balance low-activity accounts. This wasnt addressed until XXXX. I shouldnt need to wait over ten years for Wells Fargo to take ownership and correct what they have done mismanaging my accounts. As I have provided details of in the recent letter, Wells Fargo has similarly lost low-balance low-activity accounts in XXXX or XXXX of this year. Two of them were my husband and Is childhood accounts, and they matter deeply to us. Ive also suffered extreme stress since logging in to find my accounts suddenly missing. Instead of assisting, Wells Fargo has repeatedly simply denied responsibility. I am sure we are not the only ones affected by what occurred. What Wells Fargo did was illegal then, and it is illegal now.

Please continue your investigation against Wells Fargo. Again, thank you for your service and part in keeping our banking system secure. I am not attaching additional documents here, but there were more things attached in the first complaint. I did attach this letter in PDF in case there are issues with formatting. 

Sincerely, XXXX XXXX XXXX XXXX ; XXXX XXXX

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