Consumer complaint received 2026-06-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I am filing this complaint regarding Wells Fargo 's handling of a business banking service that I was instructed to purchase in order to obtain XXXX debit capability for my business. Wells Fargo representatives advised me to enroll in and pay for the XXXX service/account in order to obtain XXXX debit functionality. My business relies on recurring customer payments, and I relied upon Wells Fargo 's representations when purchasing and maintaining this service. Despite paying for the service, the XXXX debit capability was never successfully provided. As a result, I incurred substantial costs, including monthly service fees for functionality that was not delivered. I ultimately cancelled the service on or about XX/XX/year>. Despite cancelling the service, Wells Fargo subsequently charged me again for the cancelled service. I have repeatedly attempted to resolve this matter through Wells Fargo 's complaint and XXXX escalation process. On XX/XX/year>, I was informed that the matter would be investigated and that I should receive a response within XXXX business days. That deadline passed without resolution. Since then : * Wells Fargo has repeatedly extended its own investigation timeline. * Wells Fargo has missed promised callback dates. * Wells Fargo representatives have failed to return calls and emails, even after promising they would do so. * My complaint was previously closed despite my efforts to communicate with Wells Fargo. * My case has now been transferred to a different representative. * I continue to receive delays rather than a final resolution. * Wells Fargo charged me for the service after cancellation. In addition, I have spent more than XXXX hours on phone calls, follow-up communications, emails, and efforts to resolve this matter. Despite these efforts, Wells Fargo has repeatedly failed to communicate as promised. The failure to provide the promised ACH debit functionality caused direct harm to my business. I maintain signed customer authorizations demonstrating that customers authorized my business to debit their accounts. Because Wells Fargo failed to provide the promised functionality, I was unable to implement the payment system for which I purchased the service. As a result, I lost clients and business revenue. Based upon my business records, I estimate my losses at approximately {$4000.00} per month. These losses were directly related to my inability to process recurring payments through the XXXX system that Wells Fargo represented would be available through the service I purchased. In addition, my business accounts are now carrying negative balances and related fees that would likely not have occurred had Wells Fargo timely refunded the improperly charged fees and resolved this matter when originally promised. I have already filed a complaint with the XXXX of the Comptroller of the Currency ( XXXX ). Since filing that complaint, Wells Fargo has continued to delay resolution, miss promised callbacks, transfer the case between representatives, and charge fees after cancellation. I am requesting that Wells Fargo : XXXX. Refund all fees paid for the XXXX service. XXXX. Refund all fees charged after cancellation of the service. XXXX. Reimburse all overdraft fees, negative balance fees, and related charges resulting from this matter. 4. Conduct a full review of the representations made regarding XXXX debit capability. XXXX. Compensate my business for documented losses, including lost clients and lost revenue. XXXX. Provide a written explanation for the repeated delays, missed callbacks, post-cancellation charges, and handling of this complaint. I respectfully request CFPB assistance in obtaining a complete review and response from Wells Fargo regarding both the service failure and the resulting financial harm to my business.

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 monetary relief