Consumer complaint received 2025-05-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
I had two personal and two business accounts with Wells Fargo. I requested overdraft protection because I did not want to be charged overdraft fees. Despite this, Wells Fargo continued to charge me overdraft fees due to recurring charges. I was never clearly told that recurring charges are excluded from overdraft protection, which I believe is misleading and deceptive. I have attached a screenshot showing that overdraft protection was enabled on my account. 

Wells Fargos system also sent me emails when a debit card charge was declined due to insufficient funds, which reinforced my belief that overdraft protection was working. However, they never sent any emails when a recurring charge went through and overdraw my account. These recurring charges were silently approved, and I was hit with overdraft fees. I have attached screenshots showing email alerts for declined charges, and the absence of alerts for recurring charges. This inconsistency made it appear that overdraft protection was working normally, when in fact it was not. I believe this was deceptive and designed to generate fees without warning.

While I was actively disputing these fees, Wells Fargo closed all four of my accounts ( Checking : XXXX, Savings : XXXX, Business Checking : XXXX, Business Savings : XXXX ) without warning or resolution. These accounts were closed with small negative balances entirely caused by the overdraft fees I was in the process of disputing. I was waiting for a resolution and had no idea they would close the accounts, it felt like the rug was pulled out from under me. 

After the accounts were closed, Wells Fargo mailed me refund checks for the overdraft fees, clearly admitting fault. I have attached images of these refund checks. When I asked them to reinstate my accounts, they told me I would have to reapply for new accounts. I followed their instructions and submitted a new application, and I have a screenshot proving I did. Despite that, they denied me. I have also attached a screenshot showing the application was rejected. 

To make matters worse, Wells Fargo has blocked my access to all of my past account records and statements. When I log into the mobile app or website, I receive a message stating, You do not have any accounts available for mobile or online access. I can not access any of my banking history. I have attached a screenshot showing this. 

They also deleted all of my secure messages from the XXXX secure messaging portal. These messages contained critical documentation related to the overdraft dispute, including refund acknowledgments and case decisions. When I logged into the portal, it said no messages, even though I had received multiple XXXX email notifications and never deleted anything. I have attached both a screenshot of the empty portal and notifications showing new secure messages were received. 

This series of actions has harmed both my personal finances and my business, XXXX XXXX. I have experienced financial loss, disruption of operations, and damage to my credit. I believe Wells Fargo acted in bad faith and is engaging in deceptive and unfair banking practices. 

I am requesting that the CFPB investigate this matter and take appropriate action.

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