Consumer complaint received 2025-10-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
CFPB, I am filing this complaint because Wells Fargo has made it unreasonably difficult for me to obtain a new checking account, despite the fact that I already paid off my prior overdraft balance exactly as their own resolution paperwork and representatives instructed. 

Recently, I spoke directly with Wells Fargos customer-service department regarding a resolution notice that I received. During that conversation, I was informed that there had been an unpaid overdraft balance associated with my previous account. The representative provided a specific phone numberlisted in the resolution paperworkthat I was told to call in order to pay off that overdraft and resolve the issue. 

I promptly called that number and followed every step I was given. The person I spoke to confirmed the amount owed and processed my payment over the phone. I was assured that once the payment posted, the matter would be considered closed and that I would be able to apply for a new checking account without further problems. I relied on those assurances and paid the balance in good faith. 

However, after doing exactly what Wells Fargo instructed, the bank continues to make it nearly impossible for me to open a new account. Every time I attempt to apply, I am blocked, delayed, or told that my application can not be processed because of prior account history. When I contact customer service, I am either transferred around, given conflicting information, or told that the system still shows an outstanding issue even though the overdraft has been fully paid. 

This is not only confusing and frustrating but also unjust. The banks own records should reflect that I satisfied my financial obligation. Instead, it appears that Wells Fargo has failed to update its internal databasesor is choosing not towhich is effectively punishing a consumer who did exactly what the bank requested. 

Efforts to Resolve the Issue Since paying the overdraft, I have made multiple good-faith attempts to resolve this matter directly with Wells Fargo XXXX I have called their customer-service lines on several occasions, explaining that I already paid the balance and referencing the resolution number and date of payment. I have also asked them to confirm in writing that the balance was zeroed out and that I am eligible to open a new account. Despite these repeated efforts, no one has provided a consistent or satisfactory answer. 

One department tells me that I need to wait, another says the record is closed, and another insists that the system still shows a restriction. This circular run-around has made it impossible to get a straight answer or any forward progress. Each conversation ends with vague statements or empty promises that someone will look into it. 

This ongoing obstruction prevents me from obtaining basic banking accessa service that is essential for daily life. Being unable to open a checking account limits my ability to deposit income, manage finances, and make electronic payments. I have fulfilled every requirement that Wells Fargo imposed, yet they continue to block my access without justification. 

Why This Is Unfair and Unreasonable Wells Fargos handling of this situation raises serious concerns about fairness, accuracy of reporting, and compliance with federal consumer-protection standards. Consumers should never be penalized after satisfying an outstanding obligation. When a bank accepts payment to close an overdraft, that payment should trigger an immediate update to the account status and removal of any related restrictions. 

By failing to correct their recordsor by refusing to allow me to open an account even after the paymentWells Fargo is engaging in conduct that is arbitrary and detrimental to the consumer. This behavior undermines confidence in the banking system and violates basic standards of good-faith business practices. It also suggests possible internal miscommunication or systemic errors within their account-resolution and reporting departments.

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