Consumer complaint received 2025-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I am filing this complaint against Wells Fargo Bank for their negligent handling of a fraud incident that led to the wrongful closure of my personal, joint, and business accounts. As the owner of a roofing company, I became the victim of an elaborate check scam and was treated unfairly and unprofessionally by multiple Wells Fargo employees after I actively tried to stop and report the fraud. Despite returning all funds withdrawn and cooperating fully, I was penalized with full account closures, frozen access to my money, and ongoing financial hardship. 

I am the owner of a XXXX XXXX  company, XXXX XXXX  XXXX On XX/XX/year>, I was first contacted via my business phone by someone identifying himself as " XXXX XXXX '', who claimed to have found my company through a XXXX search. He said he was using his sons phone to reach me and requested a roof replacement for what he stated was his personal residence in Georgia, though he himself was located in Texas. 

After providing him with a written estimate, I sent a formal contract through XXXX, which he signed and returned. This type of long-distance engagement is not unusual in my industry I have previously completed out-of-state jobs where customers mailed physical checks for work in Georgia. On the same day, I received a {$15000.00} check in the mail, which appeared to be legitimate at the time. 

The customer later claimed that the roof was not for himself, but for someone he owed an alleged former homeowner named XXXX XXXX and began requesting that I withdraw money from the check to send to this third party. He specifically asked me to send {$500.00} via XXXX for what he described as " XXXX for the guys son, '' and later requested that I purchase gift cards. Although these requests raised some red flags, I initially believed it was just a strange arrangement, as Ive had clients make unconventional requests before. 

I refused and told him I would wait until the check cleared so on Monday, XX/XX/XXXX, I went to the Wells Fargo branch in XXXX, GA, to deposit the check. The check was accepted without issue by teller XXXX XXXX, and I then spoke with XXXX XXXX XXXX, who approved a withdrawal of {$2500.00} in cash. I was not given a receipt despite asking twice. 

Still feeling uneasy about the situation, I then spoke to a personal banker at the branch and asked her to double-check the validity of the check. She stated that it " looked fake '' but did not scan or formally assess it through their system. She advised me to return the {$2500.00} in cash, which I did immediately again without receiving a receipt or written documentation of the return. 

Shortly after leaving the branch, both my fianc and I received automated emails from Wells Fargo stating that our business account, joint personal checking account, and joint personal savings account were all being closed due to a fraud alert. This occurred within hours of my returning the withdrawn funds and attempting to verify the legitimacy of the check. 

A banker named XXXX XXXX XXXX from the XXXX XXXX XXXX in XXXX, GA called me soon after and informed me that all of our accounts were being terminated due to a fraud alert stemming from the deposited check. Her tone was extremely harsh and dismissive, showing no regard for the fact that I had proactively questioned the check and had returned all funds issued by the bank once I had suspicions. I explained that I had taken all proper steps to validate the check and cooperated with bank staff, but she simply stated that it was too bad and that Wells Fargo was protecting itself. 

My fianc and I then went to the XXXX XXXX XXXX in person and spoke with both XXXX XXXX XXXX and XXXX, who reiterated that due to the recency of our business account opening and the past credit history associated with my name ( which had previously been cleared months prior ), Wells Fargo had decided to terminate all our accounts. Despite knowing our history with the bank including months of being told we could not open accounts due to an old credit issue, followed by finally being allowed to open them our relationship with Wells Fargo was ended entirely, and we were told our remaining balances would be mailed via cashiers check, without a specific timeline. 

We informed the staff again that we had returned the full {$2500.00} and had no intention of defrauding anyone. We were told to call XXXX XXXX XXXX department, which we did. After calling, we were then told that all our accounts would be fully closed, not just the business account. XXXX stated that because of the fraudulent check and my past banking history, they were not willing to do business with us, and my fianc who had banked with Wells Fargo for over 10 years was also being penalized by association. 

I returned to the original XXXX branch to speak again with XXXX XXXX XXXX, who had accepted the check and issued the cash. I reminded him that I had returned the {$2500.00}, and he acknowledged it but said there was nothing he could do and that the decision was up to corporate. He then read my account termination email out loud at the counter in front of other customers without reason. 

After being told to wait, I eventually sat with another personal banker ( whose name XXXX cant recall ) who called XXXX XXXX corporate office on my behalf. Initially, corporate stated that I could not access any of my funds. After I insisted she call again, they approved a cash withdrawal of {$800.00} from my personal funds, which was then processed by XXXX XXXX. 

Later that evening, I conducted my own investigation and contacted the company listed on the check : XXXX XXXX XXXX XXXX. XXXX XXXX in XXXX, Texas. I spoke with the owner, XXXX, who confirmed their companys banking information had been stolen and used fraudulently. She stated that XXXX checks had been stolen in total, including the one sent to me, and that they were not affiliated with me or my company in any way. She confirmed that she had reversed all fraudulent checks and said she is willing to provide a written statement affirming that I was not the scammer, but rather another victim in the scheme. 

Harm Caused : I lost access to all my funds during a critical business period. 
My company operations have been hindered as I could not pay vendors or crews. 
My fiancs 10-year personal banking relationship was terminated unjustly.

We were denied receipts for key transactions.

We were humiliated and treated rudely by multiple staff across two branches. 
We are at risk of being reported to XXXX, damaging our ability to bank elsewhere. 
We were punished for trying to prevent fraud and cooperating with bank staff.

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