Consumer complaint received 2026-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
I am filing a complaint regarding Wells Fargos handling of a fraud investigation, account restrictions, and the resulting financial damages I incurred due to inaccurate information provided by Wells Fargo representatives. On XX/XX/year>, I noticed a transaction on my Wells Fargo credit card that I did not recognize. The transaction appeared as an online cash advance for approximately {$150.00}. Because I did not recognize the transaction and believed it may have been fraudulent, I contacted Wells Fargo to report it as fraud. Wells Fargo informed me they would investigate the matter. On XX/XX/year>, Wells Fargo contacted me and informed me that the claim had been denied because the transaction was determined not to be fraud. I then immediately went to my local Wells Fargo branch to better understand what occurred. At the branch, I spoke with the branch manager, who reviewed the situation and indicated that it appeared I may have accidentally reversed the accounts during an online payment process. Instead of making a payment toward my credit card balance, it appeared I had unknowingly initiated an online cash advance. The branch manager acknowledged how confusing this process was and discussed with me that Wells Fargos system provided no clear in-app warning or notification that I was initiating a cash advance transaction that could incur fees and interest. The branch manager requested escalation to determine whether the entire transaction not just the fees could be reversed. At this same time, I no longer had access to my online banking portal or account access. Because it was approximately XXXX PM and the branch was closing, I left the branch and immediately called Wells Fargo customer service from my cellphone to restore access to my accounts. I spoke with a Wells Fargo representative who reset my online banking access. During this call, I specifically discussed account access and restrictions. I was informed that my access had been restored and that there were no longer any freezes or restrictions on my account. Relying on this information from Wells Fargo, I submitted my XX/XX/year> rent payment. However, the payment was subsequently rejected and returned NSF because my Wells Fargo account was still restricted/frozen despite Wells Fargo informing me otherwise. As a direct result, my apartment complex charged me {$120.00} in NSF/returned payment fees. I believe this financial loss was directly caused by Wells Fargos inaccurate information and mishandling of my account status. Had I been correctly informed that restrictions were still present, I would not have submitted the payment from that account. Since then, Wells Fargo has denied that my account was ever frozen/restricted and has also refused to reverse the unintended cash advance transaction or reimburse the {$120.00} in fees I incurred due to the returned rent payment. Wells Fargo has also misrepresented and omitted critical details within their internal review of this situation. I am requesting that Wells Fargo : -Reimburse the {$120.00} NSF/returned payment fee caused by the account restriction ; -Review and reverse the unintended online cash advance transaction and associated fees/interest ; and -Review Wells Fargos procedures regarding online cash advances and account restriction communications, as customers should not be incorrectly informed that account restrictions have been removed when they have not. I acted promptly and reasonably throughout this process and relied on the information Wells Fargo provided to me regarding the status of my account.

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