Consumer complaint received 2025-11-21 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: AL

Complaint narrative:
I have an IRA account with Wells Fargo. I went into the Bank because I have not been able to access the funds and needed them due to my paycheck being delayed and covering a bill coming out of my account with Wells Fargo. I went to the branch and was unable to move the funds out of the IRA and was advised to call the XXXXXXXX XXXX XXXX  because they stated that my account had a Hold/No Release Order. I called the XXXXXXXX XXXX XXXX, and they advised that no hold order was present on my account. After further Investigation It was determined that a Wells Fargo employee did not process the release and that the hold had been on the account since XXXX in error. The bank opened an investigation and assured me they would take care of me. I was then told that this was a Bank error and that any fees incurred would be waived. I went back to the branch the next day on my lunch break because I could not access my funds and was told that the supervisor was on break and she was the only person that could waive both fees as a Bank error. They advised me to call Customer Service since the Supervisor was not available. I called Wells Fargo customer service on XX/XX/XXXX and explained that I was attempting to withdraw the money from my IRA to cover transactions so that I would not be charged any fees due to bank error however, I incurred XXXX NSF fees with another pending XX/XX/XXXX at midnight. I communicated exactly what the Legal dept told me. I was treated horribly by the customer service representative. She advised me that this was my fault and I had multiple ways to deposit money into my account other than the IRA account and should have utilized those avenues. I expressed how upsetting that was for her to tell me that after I have been patiently working with Wells Fargo to help them resolve the error that they created. I explained to her that was the reason that I visited the branch was to move the money from my IRA into my checking account so that I would not incur any fees prior to any NSF fees being placed on my acct. I requested to speak with her supervisor after being on the call for over XXXX with her being rude and unhelpful. I waited on another hold and missed lunch again trying to resolve this issue. This call to customer service was over an hour long. After waiting she was still only able to waive one fee however, Legal advised that both could be waived by customer service due to bank error. This has caused me time and gas away from work 3 days. I used my lunch break 3 times to resolve this bank error and still no resolve. My account is still in the negative and has caused a negative impact to me emotionally and financially. My account is still in the negative and I will have to borrow money to cover the additional fees. I work for the school system, and this was not calculated into my once-a-month paycheck. I will not get paid again until the end of the month at which point I will have incurred even more fees. This is right before XXXX, and I am very upset that I can't purchase anything for the Holiday because my available money will have to be used to bring my account back positive or risk account closure and more negative impact on my life. Because Wells Fargo employee failed to do their job and remove an invalid hold from my account, my family will be suffering until we reach a resolve. Not allowing people access to money that is needed to cover expenses is horrible and that is why I am filing this complaint.

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 monetary relief