Consumer complaint received 2024-12-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am writing to formally file a complaint against Wells Fargo Bank regarding a series of frustrating and unprofessional interactions I experienced with their customer service. I have been a customer of Wells Fargo since XXXX and have always had a positive relationship with the bank until today, when I reached out for assistance with a potential fraud issue on my business account. 
On Monday XX/XX/XXXX, I contacted Wells Fargo customer service to report a possible loan fraud/scam involving my business checking account. I was transferred multiple times over nearly XXXX hours to different departments, but unfortunately, no one was able to provide a clear solution. Below is a summary of the troubling sequence of events : XXXX Initial Call and Account Restriction : I explained my situation and requested assistance with my business checking account. However, the call was mistakenly transferred to the personal banking department. The representative, without fully understanding the details of my issue, XXXX my online access and placed a fraud/theft restriction on my business account, which I had not requested. 
XXXX XXXX XXXX Request : I informed the representative that I urgently needed access to my account to process payroll for my employees, which was due on Friday, XX/XX/XXXX. Despite this, I was transferred several times between departments without resolution. 
XXXX Confusing and Unhelpful Transfers : After several transfers, I was ultimately connected to a business banking representative who placed a stop payment on my account. I requested that the fraud restriction be removed and my online access reinstated, but I was transferred once again to the online banking team. That team, however, stated they could not assist and transferred me back to the business team.

4 Claims Department Interaction : The business team then transferred me to the Wells Fargo Advocacy Team, who claimed that my account had been compromised but could not provide specific details. I was then transferred to the Claims Department. The representative I spoke with stated that numerous logins had occurred using my account credentials. When I explained that I had not shared my login information, the representatives tone became accusatory and dismissive. He questioned my memory, asking if I had recently made a XXXX transaction, to which I responded that I could not immediately recall specific transactions.It became apparent that the representative was referring to my personal account, not my business account, but he failed to clarify this. When I requested his full name for record purposes, he only identified himself as " XXXX '' and refused to provide his last name, which I found unprofessional and unhelpful. He said you can keep asking, I will not provide my last name. I requested him to transfer to his supervisor. He put me on hold for XXXX mins and didnt answer. 
XXXX Impact and Unresolved Issues : As a result of these miscommunications and the failure to resolve my issue, my business account is still restricted, which is preventing me from processing payroll for my employees. This is causing significant disruption to my business operations and is having a direct negative impact on my employees. 
I am extremely disappointed with the level of service I received and the lack of resolution. It is unacceptable that I was transferred repeatedly without receiving assistance, that my account was restricted without clear explanation, and that I was treated unprofessionally by Wells Fargo 's representatives. 
Requested Resolution : XXXX reinstatement of online access to my business account. 
Removal of the fraud/theft restriction on my account. 
A full investigation into the cause of the restriction and a clear, detailed explanation of the circumstances. 
A formal apology for the poor customer service I received and the undue stress caused by this situation. 

I trust that the XXXX XXXX XXXX XXXX  will look into this matter and assist in ensuring that Wells Fargo takes the necessary steps to rectify the issues I have encountered. 

Thank you for your attention to this matter. I look forward to your prompt response. 

XXXX XXXX XXXX XXXX XXXX

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