Consumer complaint received 2026-06-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
I am submitting this complaint regarding Wells Fargo 's handling of my daily checking account and its refusal to reimburse monthly service fees that I incurred after relying on information provided by Wells Fargo representatives. My complaint is not that Wells Fargo 's written account terms were incorrect. Rather, my complaint is that Wells Fargo representatives provided inaccurate or incomplete information on multiple occasions, I relied on that information in good faith, took the actions specifically recommended by Wells Fargo, and Wells Fargo has refused to take responsibility for the resulting fees despite two internal complaint investigations. Background In XX/XX/XXXX, I noticed that my Wells Fargo checking account had been charged a monthly service fee for the first time. On XX/XX/XXXX, I called Wells Fargo to understand why the fee had been assessed and how I could avoid future monthly service charges. During that call, the representative informed me that Wells Fargo had changed the account requirements and that maintaining a balance of at least {$1500.00} ( previously it was {$500.00} ) would avoid future monthly service fees. I was also informed that the monthly fee had increased from {$10.00} to {$15.00}. I specifically sought guidance on how to avoid future fees. Based on the information provided during that call, I immediately deposited an additional {$250.00} into my Wells Fargo account on XX/XX/XXXX to bring the account balance above the stated {$1500.00} threshold. I reasonably believed that I had satisfied the requirement described by the Wells Fargo representative and that future monthly service fees would no longer be assessed. However, on XX/XX/XXXX, Wells Fargo charged my account a $ XXXX monthly service fee. At that time, my account balance was {$1500.00}. I didn't log on and check my balance for a few months, and Wells Fargo subsequently charged an additional $ XXXX monthly service fee every month thereafter. When I found out in early XX/XX/XXXX and immediately contacted Wells Fargo, I was informed that the XX/XX/XXXX fee had been assessed because the account allegedly failed to satisfy a daily minimum balance requirement throughout the statement cycle. This critical detail was never explained to me during my XX/XX/XXXX call. Had I been properly informed of the actual requirement, I would have deposited additional funds sooner or maintained a higher balance to avoid the fee and the resulting cascade of future monthly fees. First Wells Fargo Complaint After discovering that monthly fees had continued to be assessed and contacted with Wells Fargo, I filed a formal complaint in early XX/XX/XXXX. Wells Fargo opened complaint case number XXXX, which was assigned to representative XXXX. Following Wells Fargo 's investigation, I was informed that Wells Fargo had determined that no wrongdoing had occurred and declined to reimburse the fees, other than a single {$15.00} refund. I disagreed with this conclusion and requested escalation because the investigation appeared to focus solely on whether the fees were technically authorized under account terms rather than whether Wells Fargo representatives had provided inaccurate or incomplete information that caused the fees to occur. Second Instance of Misinformation O n XX/XX/XXXX or XXXX, XXXX, while discussing my complaint with Wells Fargo representative XXXX, I specifically expressed concern that while escalating my case I did not want another monthly service fee to be assessed at the end of XX/XX/XXXX. The representative placed me on hold to double check, returned to the call, and informed me clearly that if my account received at least {$500.00} in qualifying electronic deposits during the month of XXXX, a monthly service fee would not be charged. I then specifically asked to clarify whether a transfer of funds from another bank account of mine into my Wells Fargo account would satisfy that requirement. The representative expressly confirmed that it would. Relying on that guidance, I transferred {$540.00} into my Wells Fargo account. The deposit posted on XX/XX/XXXX and increased my account balance to {$2000.00}. Despite following the instructions provided by the Wells Fargo representative, Wells Fargo assessed another $ XXXX monthly service fee on XX/XX/XXXX. This was the second time I relied on information provided by Wells Fargo in an effort to avoid monthly service fees, only to later be informed that the information provided was apparently incorrect or incomplete. Second Wells Fargo Complaint I again contacted Wells Fargo and a second complaint was opened under case number XXXX, assigned to representative XXXX. I managed to speak with XXXX on XX/XX/XXXX and provided all relevant details since XX/XX/XXXX. On XX/XX/XXXX, XXXX informed me that Wells Fargo had completed its review and concluded that all monthly service fees had been properly assessed because the account did not meet the applicable fee-waiver requirements. Wells Fargo again declined to reimburse the fees. My concern is that Wells Fargo 's investigation failed to meaningfully address the central issue : whether Wells Fargo representatives provided inaccurate or misleading information that caused me to incur fees that I otherwise would have avoided.

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