Consumer complaint received 2025-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I've been a Wells Fargo Bank retail customer since XXXX. 

Wells Fargo Bank refused access to my account on XX/XX/XXXX ( and numerous times previously ). 

WFB requires I use their preferred cell phone vendors to validate my identity. 

They're also blocking my inquiries and abruptly terminated the call when I said I intend to report them to the CFPB. 

After over XXXX minutes of WFB blocking my attempts I asked again, " Will you be sending a new ATM card when my current card expires? '' Their telephone representative ( who failed to identify herself ) stated she must validate who I am and could not answer my question nor give any information until doing so. I provided my card number and phone number which matches their records, as she required. The rep further required WFB send a text message to one of my US cell phones on-file, but it is not working right now. I earlier explained to another rep that I do not wish to continue with the previous vendor but he told me to call my telecommunications provider. I offered any additional information to validate my identity such as alternative phone numbers and personal information which they also have on file. The representative required I verify my identity only by using a phone service from their preferred providers, apparently XXXX or XXXX XXXX XXXX. I explained to a rep earlier that I want them to validate using my alternative number from XXXX that they've had in their records for 25 years and is now " ported '' to XXXX XXXX, or use my international cellphone number. WFB mails monthly bank statements to my international address, but refuses my international phone number registered to the address on record with WFB. She refused to make any attempt to use any other information on file other than through their preferred providers. 

They are effectively blocking access to my account and funds by delaying my new ATM card and requiring that I use their preferred vendors for any basic communications, which in this case incurs extraordinary expense to maintain. A problem exists as WFB 's mail is delayed before arrival at my international residence, so they need to send it long before the valid card expires. In the case of replacing my expiring ATM card, their processes effectively interrupt my access to funds at a vulnerable time. Previously, they refused to send a card altogether, until CFPB enforcement intervention resolved the problem. 

Furthermore, when I informed to the rep that I would report their tactics to the CFPB and instructed her to retain the recorded call the rep stated, " this is now a negative call experience '' and abruptly terminated the call. She failed to use any other information to validate my ownership of the account. 

Also, a rep named XXXX would not accept my credit card application either though online banking or by telephone, stating I must first obtain and report to WFB a U.S. residential address for their processing before they would send a card to my international address where they currently send bank statements. 

They've interfered with my right to consumer protection through the CFPB, and now constructively block access to my funds, refuse direct communications, obstruct my direct attempts to resolve complaints, require I use their preferred telecommunications vendors, and deny my access to apply for credit ( ECOA ). It appears they are unfairly discriminating against me. If CFPB performs a review of WFB compliance in these matters more violations may be identified. 

Please help.

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