Consumer complaint received 2026-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
So this is the complaint I filed with CFBP about 3 months ago : ( Complaint ID : XXXX ) " Institution : Wells Fargo Issue : Loss of online account access, profile mismanagement, and failure to provide account statements Summary of the Issue : Wells Fargo mishandled my customer profile and online access for over four weeks, preventing me from accessing any of my accounts or obtaining credit card statements despite repeated in-branch visits and numerous phone calls. Details : I have four Wells Fargo accounts : Two checking accounts One Active Cash credit card One XXXX XXXX XXXX When logging into Wells Fargo online, I could only see three of the four accounts. The XXXXXXXX XXXX XXXX never appeared, indicating my profile was incorrectly set up or split. In late XXXX, I visited a Wells Fargo branch to have my profiles merged. I was incorrectly redirected to the XXXX XXXX XXXX, which had nothing to do with my issue. I returned to the branch again in early XXXX for the same issue, as it had not been resolved. After the second visit, my online access was suspended entirely, and I have not been able to see any of my accounts since. It has now been more than four weeks without online access. I have made numerous phone calls to Wells Fargo customer service : I am repeatedly transferred between departments Each department claims the issue has been fixed No resolution has actually occurred Wells Fargo headquarters later informed me that two Social Security numbers were associated with my accounts, a serious internal error. This issue was not corrected No explanation or timeline was provided As of now, I am unable to access basic account information, including credit card statements, which Wells Fargo has also failed to provide upon request. Impact : I can not monitor balances or transactions I can not retrieve required billing statements This creates risk to my credit, finances, and personal information I have lost significant time due to Wells Fargos repeated failures Resolution Requested : Immediate restoration of online access Proper consolidation of my customer profile under one SSN Access to all account statements Written confirmation that my accounts are correctly configured. '' This was the response from wells fargo : " We understand your concerns regarding being transferred between multiple departments and being advised that the issue had been corrected. While it is never pleasant to learn we have failed to meet a customer 's expectations, we appreciate you bringing this situation to our attention. Your feedback regarding your experience is important to us because it allows us the opportunity to improve the service we provide. The XXXX XXXX XXXX XXXX ( XXXX ) partnered with our XXXX XXXX and Online technical support team regarding your concern about your online access. A review of your profile indicated that your online banking access may have been reset when the multiple profiles were combined. No death markers or notice of death were identified on your account. Your original profile is not active due to this consolidation. Our current records show that online banking is not active. Re-enrollment is required and must be completed at a branch location, as this can not be done over the phone. There are three social security numbers associated with the profile that must be corrected before online banking access can be restored. Statements Additionally, we reviewed your concern regarding access to your online statements. We have included the available statements for both your Everyday Checking ending in XXXX and Everyday checking ending in XXXX. The enclosure documents include all statements available from XX/XX/XXXX through XX/XX/XXXX. We included verbiage from XXXX XXXX and credit cards support cases. '' The issue as its stands now : I appreciate Wells Fargos response ; however, the issue remains unresolved, and the explanation provided does not reflect the current situation or the ongoing harm caused. Key concerns remain : 1. The issue has not been resolved despite multiple branch visits. Wells Fargo states that online banking must be re-enrolled in person at a branch. Since receiving this response, I have visited a branch multiple times. Branch staff have still been unable to resolve the issue or restore my online banking access. XXXX. The Social Security number discrepancy has not been corrected. Wells Fargo indicated that there are XXXX Social Security numbers associated with my profile. This is a serious internal data issue that originated within XXXX XXXX systems. Despite acknowledging the issue, it has still not been corrected and continues to prevent restoration of my online banking access. XXXX. I still can not manage my credit card payments. I carry a balance on my credit card and rely on autopay to ensure payments are made on time. The autopay is currently tied to a Wells Fargo checking account that I can not access due to the ongoing online banking issue. Because I can not access this checking account, I can not reliably deposit funds into it to cover the autopay. XXXX. Wells Fargo failed to process my autopay change request. I requested that autopay be changed to debit a XXXX XXXX account instead. Wells Fargo informed me that this could not be completed over the phone and mailed me a form to complete. I filled out the form and had a banker submit it. Despite this, the autopay is still set to debit the same inaccessible Wells Fargo account. XXXX. There is now a risk of missed payments or negative credit reporting. Because Wells Fargo has not restored access or processed the payment change request, the account currently used for autopay XXXX soon not have sufficient funds. This creates a real risk of missed payments, late fees, or negative credit reporting due to a problem caused entirely by XXXX XXXX internal systems.

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