Consumer complaint received 2026-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
To Whom It May Concern, I am submitting this complaint to formally report serious issues I have experienced as a consumer following my victimization in a romance scam and the subsequent failures of my financial institution ( s ) to properly investigate disputed transactions, issue provisional credits in a timely manner, and provide reasonable consumer protections as required under federal law. 

Between approximately XXXX and XX/XX/year>, I was the victim of a sophisticated romance scam in which an individual deliberately manipulated me through emotional coercion, misrepresentation, and fraud. As a direct result of this scam, more than {$10000.00} was fraudulently withdrawn and transferred from my bank account ( s ) through electronic transactions, debit card activity, and peer-to-peer payment platforms.

Upon discovering the fraud, I promptly notified my financial institution ( s ) and initiated formal disputes for the unauthorized transactions. I provided detailed explanations, timelines, and supporting documentation demonstrating that I was a victim of financial exploitation and fraud. Despite my timely reporting and full cooperation, I have encountered numerous obstacles, including but not limited to : Delays and deficiencies in the investigation of my fraud claims Failure or refusal to issue provisional credits while disputes were under review Inconsistent and unclear communication regarding the status of my disputes Repeated requests for duplicative documentation Treatment that appears to place undue burden and fault on me as the victim As a result of these failures, my accounts were frozen or rendered inaccessible for extended periods of time, leaving me with little to no access to my own funds. This has caused significant financial instability and hardship. 

During the period in which my disputes remained unresolved, I began receiving threatening phone calls, emails, and collection notices from third-party companies and creditors demanding payment for bills and obligations I was unable to satisfy due to the loss of funds and lack of provisional credits. These collection efforts have caused extreme stress and compounded the harm already suffered due to the scam itself.

I believe my financial institution ( s ) failed to adequately comply with their obligations under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, including requirements related to error resolution, timely investigations, and provisional credit issuance when applicable. Additionally, the lack of consumer protection and support in the context of a documented fraud and exploitation scenario is deeply concerning.

I am respectfully requesting that the Consumer Financial Protection Bureau review this matter, assist in facilitating a fair resolution, and ensure that my financial institution ( s ) : Conduct a thorough and good-faith investigation of all disputed transactions Issue appropriate provisional and/or permanent credits where required Cease actions that exacerbate financial harm to a fraud victim Improve consumer protections for victims of romance and financial scams I am prepared to provide any additional documentation, correspondence, transaction records, or evidence needed to support this complaint. 

Thank you for your time, attention, and assistance in this matter. I appreciate the CFPBs role in protecting consumers who have been harmed through no fault of their own. 

Sincerely, XXXX XXXX United States Consumer

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