Consumer complaint received 2026-01-19 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: FL

Complaint narrative:
PLEASE REFER TO CASE XXXX - CASE WAS CLOSED WITHOUT RESOLUTION. 

Dear Wells Fargo Customer Resolution Team, Thank you for your response. I respectfully dispute your conclusions and formally request further escalation for supervisory review, as several material issues remain unaddressed. This correspondence also serves as a XXXX XXXX formal demand for compensation in the amount of {$8500.00} XXXX XXXX for damages caused by Wells Fargos improper handling of my accounts, failure of due diligence, and disregard for foreseeable harm. This supplemental complaint summary highlights Wells Fargos serious misconduct, in their response to my original complaint. XXXX. Written Accusation of Check Alteration In a letter from Wells Fargos Fraud Prevention XXXX XXXX dated XX/XX/year>, the bank stated : We recently reviewed your account relationship and, as a result of this review, we will be closing your above referenced accounts because of XXXX or more checks deposited to or cashed against your account are suspected to be altered. This is a direct allegation of criminal behavior against me. The check was a legitimate {$15000.00} settlement check issued by XXXX XXXX XXXX XXXX, drawn on XXXX XXXX XXXXXXXX, and verified by both XXXX and Wells Fargo. XXXX. Improper Full Account Freeze Despite the verification of the check on XX/XX/XXXX, Wells Fargo : Froze all deposits, transfers, and access to both my checking and savings accounts Scheduled account closure Maintained the freeze even after the check cleared Regulatory Violation : Under Regulation CC ( 12 CFR 229 ), banks are authorized to place item-level holds for checks suspected to be altered, but do not have authority to freeze an entire account or block unrelated funds. XXXX rules allow reporting of suspicious activity but do not justify a full account freeze absent confirmed fraud, legal orders, or law enforcement involvement. Industry-standard practice is clear : suspected check alteration is managed through item-level holds and verification with the issuing bank. Wells Fargos deviation from these standards caused substantial harm. 3. Discriminatory Remarks A representative stated that the freeze may have occurred because I dont usually have large balances and much movement, a discriminatory comment against me as a XXXX XXXXXXXX woman who is both XXXX and unemployed. Financial : Late rent, bills, inability to receive and access my funds, fees Emotional : XXXX XXXX, stress, humiliation Medical : Interference with recovery following a serious injury First, your response does not meaningfully address the discriminatory statement communicated to me by a Wells Fargo representative, who stated that my account was flagged because I normally do not have much funds movement. This assertion was central to my complaint. Your letter neither denies that this statement was made nor explains why subjective account activity patterns were cited in a manner that suggests disparate treatment. A generalized statement that Wells Fargo does not tolerate discrimination does not substitute for a factual investigation into the specific conduct I reported. Second, your response conflates a permissible XXXX XXXX deposit hold XXXX XXXX with an XXXX XXXX account-wide credit block and total loss of access to funds XXXX XXXX. While I acknowledge that Regulation XXXX allows extended holds under certain circumstances, it does not automatically justify freezing all accounts and blocking all creditsparticularly XXXX XXXX  after the check was verified and cleared XXXX XXXX  Your own letter confirms the timeline, You provide no substantive explanation for why a full credit block across my accounts remained in place after verification, nor how this action was proportionate, necessary, or consistent with reasonable risk management. Critically, on XX/XX/XXXX, the XXXX attorney verified the validity of the deposited funds directly with Wells Fargos XXXX XXXX XXXX. I have this in writing from the attorney, and had also received a call that morning from same. Despite confirmation from the issuing partys legal counsel, my accounts remained under a XXXX XXXX full freeze XXXX XXXX eliminating access to depositing and transfering funds across both accounts. During multiple calls with Loss Prevention, I repeatedly requested escalation and explained that I never altered a check, that XXXX had confirmed its validity, and that I was experiencing significant financial hardship due to the full block. I never received a call from their team, and my concerns every time I reached out were dismissed without meaningful review. Third, your letter acknowledges that a XXXX XXXX notice of account closure was sent on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX, then and only then after I complained to CFPB ( you reached out XX/XX/XXXX ) after being advised my account was still scheduled for closure of XX/XX/XXXX despite the funds being now available on the XXXX, suddenly it was determined that the account relationship would be retained. This inconsistency raises serious concerns regarding the accuracy of the original determination and whether any proper internal review occurred before imposing severe restrictions and issuing a closure notice. Fourth, while you cite provisions of the Deposit Account Agreement, contractual discretion does not eliminate the obligation to act XXXX XXXX fairly, proportionately, and without unnecessary harm XXXX XXXX. Your response does not address the financial hardship, stress, late fees, and disruption caused by the sudden and prolonged loss of access to my fundsparticularly after the alleged issue had been resolved and verified. Finally, your refusal to consider compensation is conclusory and unsupported by any analysis of damages or impact. As a direct and foreseeable result of Wells Fargos negligence and failure to exercise due diligence, I incurred * * late fees and additional expenses XXXX XXXX that would not have occurred but for your institutions actions and inaction. Continuing a full account freeze after third-party legal verification reflects a lack of professionalism, empathy, and adequate internal controls. For these reasons, I am requesting the following : XXXX. Further escalation of this matter to a senior reviewer not previously involved ; XXXX. A written explanation addressing the specific discriminatory statement reported ; XXXX. Clarification of the justification for the account-wide credit block beyond the deposit hold ; XXXX. Why despite me visiting the branch on XX/XX/XXXX where I deposited the funds on the XXXX and meeting with a represantive and providing her with all documents pertaining to the validity of the check, and her calling XXXX XXXXXXXX in my presence explaining same, her request on my behalf so my account restriction would be lifted, was ignored? XXXX. Confirmation that no adverse internal flags or negative indicators remain on my consumer profile ; XXXX. Reconsideration of compensation requested based on documented hardship, emotional harm and improper handling of my account. I am seeking to resolve this matter as soon as possible and amicably, however, absent a prompt and good-faith resolution, I am prepared to pursue recovery through small claims court, where I will present documentation including Wells Fargo letter accusing me of altering the XXXX local check from BXXXX XXXX XXXX XXXX XXXXXXXX verification, call records, written allegations, and Wells Fargos refusal to remediate despite clear evidence. This response is being submitted concurrently to the XXXX XXXX  Consumer Financial Protection Bureau XXXX XXXX  as part of my ongoing complaint record. I look forward to a substantive, transparent, and timely reply.

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