Consumer complaint received 2026-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Whom It XXXX Concern, I am submitting this complaint regarding a deposit transaction and the treatment my spouse and I experienced at the Wells Fargo Bank XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX, involving our account with Wells Fargo. I have been a Wells Fargo customer since 2003 and have conducted many transactions at your branches over the years without issue. However, the experience we had during this visit was deeply concerning and unlike anything we have previously encountered as customers. On the date of the incident, my spouse and I visited the XXXX branch to deposit a legitimate check for approximately {$6200.00}, which represented proceeds from a real estate closing. My wife is a XXXX XXXX XXXX XXXX and regularly handles transactions of this nature. She also previously worked in XXXX XXXX XXXX years as an XXXX XXXX XXXX at a XXXX XXXX, leaving the industry approximately XXXX years ago to pursue her XXXX XXXX XXXX Because of this background, she is very familiar with normal banking procedures and compliance requirements. We arrived at the branch dressed professionally. I was wearing my work shirt with dress slacks and dress shoes, and we were there simply to conduct routine banking business. When we approached the teller line, the teller assisting us had just returned from break. After briefly reviewing the check, she immediately expressed reluctance to process it and stated that she did not want to be left holding the bag if the check turned out to be fraudulent. This statement was made before any meaningful verification attempt and created an accusatory tone during what should have been a routine transaction. My wife attempted to calmly explain the nature of the transaction and that we have completed similar transactions many times before without issue. Despite this explanation, the teller continued to provide reasons why she was hesitant to process the deposit. When my wife asked to speak with a XXXX, the teller dismissively told her to have a seat and stated that the XXXX would tell her the same thing. At this point, the conversation became tense. In an effort to de-escalate the situation, I stepped in and took over the conversation. I remained calm and respectful throughout the interaction and even apologized for any confusion in an effort to resolve the matter professionally. A branch XXXX identified as XXXX then came out to assist us. After reviewing the transaction, the XXXX stated that she would assist and informed us that the check had been released. Based on that representation, we reasonably believed the transaction had been completed and that the funds were available. Because the XXXX indicated the check had been released, we left the branch believing the deposit had been successfully processed. Shortly after leaving the branch, we attempted to make a purchase at a gas station and our debit card was declined. Confused and concerned, we immediately returned to the branch seeking clarification. At that time, I went inside the branch to speak with the XXXX while my wife remained in the car parked in front of the building. While she was waiting in the car, she contacted Wells Fargo customer service by phone to make a formal complaint regarding the situation. During this time, the same teller who had the earlier confrontation stood near the front door of the branch in a manner that appeared intentional so that my wife could see her from the car. This behavior appeared unprofessional and seemed to escalate tension rather than resolve the situation. When I spoke with the branch XXXX inside the bank, she informed me that the funds would not actually be available until the following morning, which directly contradicted what we had previously been told when she stated the check had been released. When we spoke with Wells Fargo customer service by phone, we were informed that a hold had in fact been placed on the deposit. During the transaction, the XXXX had also directed me to tap a screen to proceed with the deposit. However, it was not clearly explained that this action would authorize a hold on the funds while the bank conducted additional verification. Because the XXXX had already stated that the check had been released, the overall interaction created the clear impression that the transaction had been completed when in fact the funds had been restricted. Learning afterward that a hold had been placed on the funds caused financial inconvenience and embarrassment. Additionally, the dismissive and suspicious tone from the teller at the beginning of the interaction was troubling. As XXXX American customers conducting a legitimate banking transaction, we felt we were treated with immediate suspicion and a lack of professionalism during what should have been a routine deposit. My wife and I are also XXXX XXXX XXXX XXXX XXXX and take pride in being XXXX who work hard and conduct our business with integrity. Experiences like this not only affect us personally but reflect poorly on how customers are treated when conducting everyday financial transactions. It is also worth noting that the XXXX branch currently reflects a very low customer rating online, with many other customers expressing similar concerns about their experiences at this location. This suggests that the issues we encountered may not be isolated. Due to this experience, we have lost confidence in Wells Fargos handling of our account and the transparency of their deposit procedures, and we are considering closing our accounts and moving our banking relationship elsewhere. This situation also raises concerns regarding compliance with the Expedited Funds Availability Act and Regulation CC, which require financial institutions to clearly disclose funds availability policies and the placement of holds on deposited checks. Based on the events described above, I am also concerned that the actions taken by employees at Wells Fargo may constitute a potential Unfair, Deceptive, or Abusive Act or Practice ( UDAAP ) under the Dodd-Frank Wall Street Reform and Consumer Protection Act. The branch XXXX represented that the deposited check had been released, leading us to reasonably believe the funds were available. However, a hold was later discovered to have been placed on the funds. This conflicting information created a misleading representation regarding the availability of deposited funds and caused financial inconvenience and embarrassment. Additionally, directing me to tap the screen to complete the transaction without clearly explaining that the action would authorize a hold on the funds while the bank conducted further verification raises concerns about whether proper disclosure and informed consent were provided. Given these circumstances, I respectfully request that this matter be reviewed for compliance with applicable federal consumer protection regulations and deposit availability requirements. Resolution Requested I respectfully request that Wells Fargo : Provide a written explanation of why we were told the check had been released when a hold was actually placed. Provide documentation showing when the hold was placed and the justification for the hold. Confirm whether proper Regulation CC disclosures were provided regarding the availability of the deposited funds. Conduct an internal review of the conduct of the employees involved at the XXXX branch, including the actions of the teller and XXXX XXXX XXXX. Ensure staff are properly trained on communicating funds availability policies and interacting with customers professionally. We are submitting this complaint so the matter can be reviewed and addressed to prevent similar experiences for other customers.

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