{"took":144,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":6,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"1956447","_score":40.15833,"_source":{"product":"Bank account or service","complaint_what_happened":"Please review prior complaints numbered : XXXX and XXXX. \nThis complaint is a follow up to the XXXX prior complaints, and refers to untruthful statements made by Well Fargo in reply to BOTH the prior complaints. In summary, Wells Fargo alleges that I can transfer money from my US Wells Fargo accounts to my bank in the XXXX XXXX using the Wells Fargo online system. I have a Wells Fargo on line account ( despite the Wells Fargo repeated assertion that I do not have such an account ). I phoned the Wells Fargo phone Help Line today to help me transfer funds. They told me today that there is a tab on the online web page ( the tab is allegedly called \" Wire Transfers '' ). No such tab appeared on my session with the Wells Fargo on line system. Wells Fargo asked me to reboot my computer, which I did. When I logged on to the Wells Fargo online system again, there was STILL NO SUCH TAB and no such page on their online system. Wells Fargo have told the CFPB in writing, twice, that wire transfers can be accomplished from the US to the XXXX using their online system, but today, even with the help of the Wells Fargo phone Help Line, Wells Fargo could not demonstrate that this transfer capability even exists.","date_sent_to_company":"2016-06-07T13:21:24.000Z","issue":"Deposits and withdrawals","sub_product":"Other bank product/service","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"1956447","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-06-06T19:45:09.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["<em>Wells</em> <em>Fargo</em> have told the CFPB in writing, twice, that wire <em>transfers</em> can be accomplished from the US to the XXXX using their online system, but today, even with the <em>help</em> of the <em>Wells</em> <em>Fargo</em> <em>phone</em> <em>Help</em> <em>Line</em>, <em>Wells</em> <em>Fargo</em> <em>could</em> not <em>demonstrate</em> that this <em>transfer</em> capability even exists."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[40.15833,"1956447"]},{"_index":"complaint-public-v1","_id":"16163321","_score":27.158289,"_source":{"product":"Credit card","complaint_what_happened":"On Thursday, XX/XX/XXXX, I contacted Wells Fargo 's credit card customer service regarding my XXXX credit card to inquire about my credit card 's automatic payment schedule. \n\nMy first phone call was a frustrating ordeal. It required three separate transfers to reach a representative who could assist with my XXXX XXXX serviced by Wells Fargo, despite calling he Wells Fargo credit card customer service number. When I finally reached an agent, they immediately became defensive, listing services they could not provide ( e.g., help with rent, points, or lease agreements ) despite me not mentioning any of these topics. After clarifying my simple request about credit card payments, they calmed down and agreed to help. \n\nBefore we even began discussing my issue, I expressed my desire to file a complaint about the poor service and the multiple transfers. The representative told me I had to speak with a different department. They then provided me with hours that appeared to be incorrect. Instead of verifying the hours, they transferred me to a closed line, which disconnected the call. \n\nI was forced to call a second time and endure another series of transfers to reach a XXXX XXXX representative. This second interaction was similarly problematic. The agent was also immediately defensive, outlining what they could not assist with. They seemed confused and provided inconsistent information regarding my payment schedule, which made me lose confidence in their ability to help. \n\nBecause of the agent 's confusion, I requested to speak with a manager. The manager who took the call was finally able to answer my questions and provided clear information. They confirmed that my automatic payment was scheduled for XX/XX/XXXX, which was consistent with my Wells Fargo online banking account. The manager also assured me they would file a complaint on my behalf regarding the service issues. \n\nHowever, a serious error occurred : my automatic payment was taken out on XX/XX/XXXX, a month earlier than both my online banking account and the manager had confirmed. \n\nFurthermore, the complaint the manager filed was closed without any contact or discussion with me. There was no investigation into the recorded calls from both the final agent and the manager who explicitly confirmed the XX/XX/XXXX payment date. The entire \" investigation '' appears to have been a formality with no genuine attempt to resolve the issue. \nThis series of events demonstrates a significant breakdown in customer service, communication, and internal processes at Wells Fargo. \n\nWorse after all that, I needed my card replaced. 3+ weeks after requesting it, the card never arrived. I had to call in yet again and ask for ANOTHER second replacement card. \n\nNot only did I waste a considerable amount of time navigating a disorganized customer service system with all of this, but I also received incorrect information that led to an unexpected debit from my account. The subsequent failure to properly investigate my complaint and failure to deliver my first replacement card, is unacceptable. \n\nI am requesting a full investigation into these matters to hold Wells Fargo accountable for this frustrating and costly experience.","date_sent_to_company":"2025-09-24T05:48:01.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"98006","tags":"Servicemember","has_narrative":true,"complaint_id":"16163321","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-09-24T05:16:42.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["On Thursday, XX/XX/XXXX, I contacted <em>Wells</em> <em>Fargo</em> 's credit card customer service regarding my XXXX credit card to inquire about my credit card 's automatic payment schedule. \n\nMy first <em>phone</em> call was a frustrating ordeal. It required three separate <em>transfers</em> to reach a representative who <em>could</em> assist with my XXXX XXXX serviced by <em>Wells</em> <em>Fargo</em>, despite calling he <em>Wells</em> <em>Fargo</em> credit card customer service number."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[27.158289,"16163321"]},{"_index":"complaint-public-v1","_id":"7367820","_score":23.482838,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/ Subject : Urgent Complaint : Identity Theft, Hacking, and Fraudulent Activities on Wells Fargo Account Dear Consumer Financial Protection Bureau Team, I hope this email finds you well. I, XXXX XXXX, am writing to report a distressing incident of identity theft, hacking, and fraudulent activities that have occurred within the confines of my Wells Fargo account. I am seeking your immediate assistance and intervention in this grave matter. \nOn the morning of XX/XX/, I received a call from a number that appeared to be associated with Wells Fargo ( XXXX number ). The individual on the line identified themselves as being from the Wells Fargo fraud department and proceeded to inform me of suspicious card activity in Ohio. They stated that my account was compromised and that they needed to take immediate action to protect my account. I was requested to verify my identity by providing a one-time code that they sent to me. \nBeing under the impression that I was communicating with Wells Fargo 's legitimate representatives, I complied with their request. During the call, they demonstrated knowledge of my email address and my online banking username, which led me to believe that they were indeed genuine Wells Fargo representatives. Regrettably, it has since come to light that this was not the case, and my identity was exploited and manipulated. There had been unauthorized transfers of funds from my accounts as outlined below : 1. From my savings account : - Around {$500.00} was transferred to my personal account. \n2. From my personal checking account : - A sum of {$2700.00} was transferred to my business checking account. \n3. From my business checking account : - An alarming total of {$18000.00} was wrongfully transferred to an unknown account. \n\nThe repercussions of this incident have been severe. The perpetrators have gained unauthorized access to my email accounts, my online banking services, and even executed a XXXX swap, as confirmed by law enforcement during my official police report. All my phone calls were transferred to them, and they were answering all my calls from my bank and so on, until I found out what was going on and went to XXXX XXXX and asked them to transfer my calls back to my number. \nThe extent of this breach is both troubling and distressing, and I fear that my personal and financial security has been irreparably compromised. I immediately reported this incident to Wells Fargo, and while they undertook measures to address the situation, I am facing an uphill battle in regaining control over my compromised accounts and retrieving my financial losses. I reported the issue and initiated a fraud case. \nI had to close all my accounts due to the fraudulent activity. This prompted me to visit the nearest Wells Fargo branch on XX/XX/ to address the situation in person. During my visit, a branch banker assisted me in opening new accounts and simultaneously contacted the Wells Fargo Fraud Department to discuss the situation. \nI must highlight a concerning incident that occurred during this call with the Fraud Department. I was asked if I was in Florida, a location I have never visited and was not present at during the time in question. I immediately denied being in Florida, as this was not the case. This raises significant concerns about the nature of the fraudulent activity and its potential scope. \nOn XX/XX/, I received a letter from Wells Fargo. To my shock and dismay, I was informed by Wells Fargo that the bank could not accept responsibility for the transactions and was unwilling to refund the money. \nThis response has left me in a state of distress and disbelief. I have been a loyal customer of them for many years, and I have always adhered to security measures to protect my account. The fact that fraudulent transactions were allowed to occur without any alert or notification from the bank is deeply concerning. \nMoreover, I find it unjust and unreasonable that I am being held responsible for the financial repercussions of these unauthorized activities. As a consumer, I rely on the bank 's security systems and protocols to safeguard my hard-earned money. The bank 's refusal to refund my money not only breaches this trust but also undermines the fundamental principles of customer protection. \nI had to visit the nearest Wells Fargo branch again to address an issue regarding the denial letter from Wells Fargo. \nDuring my visit to the branch, I had the opportunity to speak with banker, and I appreciate his assistance in trying to resolve this matter. I requested their help in contacting the fraud department to initiate an investigation regarding the unauthorized transfers. I was informed the same thing, that an investigation had already been conducted, and it had been determined that the transfers were authorized by me. \nAccording to the information provided by the bank representative, the funds were transferred to a XXXX XXXX account under the name of XXXX XXXX. The account was apparently linked to an address that matches my past address : XXXX XXXX XXXX, XXXX, Arizona XXXX. However, it's worth noting that my previous address was XXXX XXXX XXXX XXXX XXXX  XXXX, CA XXXX, and this change in state from California to Arizona is quite suspicious. \nI took the initiative to conduct my own research and could not find any record of an address matching the provided one in Arizona. It seems highly unlikely that such an address exists in Arizona. Moreover, I reached out to XXXX XXXX to inquire about the nature of this account and its legitimacy. Unfortunately, the response I received from XXXXXXXX XXXX  was unhelpful and uncooperative, as they declined to provide any information or assistance. I even requested that they send a letter to Wells Fargo confirming the fraudulent nature of the account, but they refused to comply. \nGiven the circumstances and the inconsistencies in the information provided, I am deeply concerned about the security of my account and the potential implications of this unauthorized activity. I kindly request your immediate intervention to ensure that this matter is thoroughly investigated and resolved. \nI would greatly appreciate your assistance in liaising with the appropriate departments at Wells Fargo to reopen the investigation into these unauthorized transfers. Additionally, if there are any steps that I need to take or any further information you require from me, please do not hesitate to inform me. \n\nThank you for your prompt attention to this matter. I am hopeful that, with your help, we can uncover the truth behind this situation and take the necessary actions to safeguard my account. \n\nSincerely, XXXX XXXX XXXX. XXXX Email. XXXX XXXX","date_sent_to_company":"2023-08-08T23:25:38.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"91206","tags":null,"has_narrative":true,"complaint_id":"7367820","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-08T22:48:33.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I had to visit the nearest <em>Wells</em> <em>Fargo</em> branch again to address an issue regarding the denial letter from <em>Wells</em> <em>Fargo</em>. \nDuring my visit to the branch, I had the opportunity to speak with banker, and I appreciate his assistance in trying to resolve this matter. I requested their <em>help</em> in contacting the fraud department to initiate an investigation regarding the unauthorized <em>transfers</em>."],"product":["Money <em>transfer</em>, virtual currency, or money service"],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"],"sub_product":["Domestic (US) money <em>transfer</em>"]},"sort":[23.482838,"7367820"]},{"_index":"complaint-public-v1","_id":"11897496","_score":22.41228,"_source":{"product":"Checking or savings account","complaint_what_happened":"Complaint : False accusation of Social Security fraud made by Wells Fargo and refusal of Wells Fargo to rectify their mistake ; unwillingness of Wells Fargo to even inform me of their action and repeated untruthfulness. \n\nUnwillingness of Wells Fargo Customer Service/Call center to even inform me what had happened to my funds in my checking account, untruth regarding the initiator of the freezing ( as I learned later, my account was frozen ) of my account and assets. Wells Fargo blamed the Department of the Treasury/Social Security Administration for having initiated the freezing of ALL assets in my account prior to XX/XX/XXXX, although I later learned that there were no problems from the government side and Wells Fargo apparently had initiated the unjustified freezing of my account. \n\nEvents : My late husband, XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX, passed away on XX/XX/XXXX ( Line of Duty death ). He had a pre-marriage ( non-military ) retirement account for which he had failed to appoint a beneficiary. The funds were put in the Estate of XXXX XXXX and paid out to me, as required by law, in the XXXX year after his death. I had an appointment with XXXX XXXX, banker, of Wells Fargo in XXXX XXXX on Tuesday, XX/XX/XXXX. The amount of the payout was under {$50000.00}, therefore I had been informed that I could simply deposit the check into my checking account without any issues. With over-phone-assistance of the Wells Fargo Estate Department, XXXX XXXX and I completed all necessary paperwork, deposited the check into my checking account, and I was advised by XXXX XXXX that I had access to {$400.00} of the deposited check right away, and the rest would be available the next day. I verified the deposit on the mobile Wells Fargo app, it looked correct, and I did not worry about anything further. \n\nAVAILABLE UPON REQUEST CONTAINS PERSONAL INFORMATION Receipt of deposit In the morning of Friday, XX/XX/XXXX, I received a notification from the Wells Fargo app on my phone, informing me that a credit card balance payment was rejected by Wells Fargo due to insufficient funds in my checking account. \n\nAVAILABLE UPON REQUEST CONTAINS PERSONAL INFORMATION Notification of insuffcient funds. \n\nI was supposed to have {$13000.00} plus the three days prior deposited check in the amount of {$48000.00} in my checking account ( minus {$88.00} for a withdrawal ). Alarmed, I opened the app, saw that I had an ending balance of {$61000.00} as of XX/XX/XXXX ( date of the deposit of the check ) in the account, and an incoming, pending wire transfer of {$870.00} ( dated XX/XX/XXXX ). The available balance was exactly the pending {$870.00}. \n\nAVAILABLE UPON REQUEST CONTAINS PERSONAL INFORMATION Proof of account balance vs available funds I initially assumed that there was a problem with the app but called Wells Fargo at XXXX right away. The Wells Fargo Call Center representative, after I had been put on hold for a bit, transferred me to the Wells Fargo Estate Department, where I was informed, after they reviewed my file, that they could not help me and that I needed to call the regular customer service line again. \n\nI did as I was instructed ; I stated my case again and asked why my funds ( original assets and deposited check amount shown on the app as being in my account but were not reflected in my available balance ). This was when Wells Fargo started to engage in dishonest behavior and delay tactics. I was put on hold for an extended period just to be told by the representative that they didnt know what was going on and that I needed to be transferred to someone else. This sequence recurred several times. I was transferred over and over and my case got elevated to someone else aga\n\nin. One representative asked me if I owed money to the IRS or anyone else. I stated that I didnt and asked why that was even a question. Yet again I simply got transferred. At this time, after about 1 hrs of having been passed aro\nund, I drove to the Wells Fargo branch in XXXX XXXX to talk to a banker in person while I was still on hold with the Wells Fargo XXXX XXXXr.\n\nPhone log of my calls to Wells Fargo Call Center AVAILABLE UPON REQUEST XXXX XXXX, Relationship Banker and Assistant Vice President, at Wells Fargo was nice enough to assist me. I have worked with XXXX XXXX several times in the past. She always was extremely professional, courteous, and knowledgeable. I felt confident that this ordeal would be resolved shortly. \nWhile I was still on hold with the Wells Fargo Call Center, I stated my case to XXXX XXXX, and she called her Wells Fargo contact. After about 20 minutes ( I was still on hold with the Wells Fargo XXXX XXXX ), XXXX XXXX informed me that, The Department of Treasury froze the account. I inquired as to why and was informed that she was told that I was still receiving Social Security benefits for [ my ] deceased husband F and that I had to call the Social Security Administration. Now that I knew what the problem was, I felt confident that it would be resolved in a matter of minutes. I explained to XXXX XXXX that I, as the parent/guardian of my son XXXX XXXX XXXX, was receiving my sons Survivor benefits from the Social Security Administration into my checking account ; that the received Social Security benefits were for XXXX XXXX XXXX ( son, survivor benefits ), not XXXX XXXX XXXX  ( deceased husband ) From what I understood ( I was still on hold with the Wells Fargo Call Center ) XXXX XXXX relayed the information regarding the apparent name mix up to her Wells Fargo contact she was on the phone with and who instructed her to tell me to call the Social Security Administration , and for me to explain to them that they made a mistake regarding the name. Only the Social Security Administration could unfreeze my account as they were the ones who froze it according to Wells Fargo.\n\nAt this point I hung up my call to the Wells Fargo Call center as I was either on hold or being transferred to the next person who put me on hold for almost 90 minutes. \nI asked XXXX XXXX what might have triggered the Social Security Administration, after six years, to determine that I was fraudulently receiving Social Security benefits for my husband. XXXX XXXX responded that she did not know. I inquired if the deposit of the check might have triggered anything, as the account and ALL my assets in it were frozen right after I made the deposit. XXXX XXXX ASSURED me that this was NOT the case and that Wells Fargo had nothing to do with the freezing of my account! \nAVAILABLE UPON REQUEST Note, XXXX XXXX handed to me with the information she wrote down for me, stating that I was still receiving benefits for F and to call Social Security Administration with phone # I called the Social Security Administration. My call was answered after having been on hold for 3 hrs and 15 minutes. I spoke to an extremely kind, understanding, and helpful representative. After I explained my situation, she checked her system and told me that there were NO problems regarding the paid Social Security benefits in her system. She advised me to call the Department of Treasury to inquire if they were aware of anything. At this time it was XXXX in Alaska XXXX and the Department of Treasury was closed ( business hours XXXX XXXX EST ). \n\nPhone Log available upon request. \n\nI found myself in a situation where I would not have access to ANY ( other than the pending deposit amount of {$870.00} ) assets in my account until at least Monday. It was Friday, XX/XX/XXXX, bills were due at the beginning of XXXX, etc. Payment of an invoice already had been rejected by Wells Fargo. And it was the weekend!\n\nAt my wits end, I decided to call Wells Fargo Call Center again. I asked for a supervisor because I was rather frustrated and wanted to talk to someone who had better access to information right away, rather than being transferred for hours again. The supervisor informed me that my account was frozen, and that I needed to call 1-888-790-7980. He could not tell me why my account was frozen or whom I was supposed to call. However, he provided me with the mysterious1-888 number.\n\nI called the 1-888 number and ended up with the Wells Fargo Estate Department again . I instantly added this number to my address book as it became apparent that the Wells Fargo Estate Department was a major player in my ordeal. \n\nThis time I was lucky! I stated my case, this times in tears, because I was exhausted ( so far I had spent over 5 hours on hold, and had to drive to the Wells Fargo branch in XXXX XXXX all without being any closer to resolving this issue, having to repeat my account regarding my deceased husband which is emotional painful to me, etc ). The representative was wonderful, asked if he could place me on hold because he wanted to check all the way back to the date of my husbands passing. After about 20 minutes he came back and informed me that indeed my account and all assets ( with the exception of the pending deposit of {$870.00} ) were frozen because of suspected Social Security fraud. I asked him if the deposit of the check that was made out to the Estate of XXXX XXXX had triggered the Social Security Administration/Department of Treasury to freeze my account. The representative did not directly answer my question, which struck me as odd. When I inquired further as to what triggered the freezing of my assets by the government it became apparent by the provided responses, that it was NOT the government that suspected Social Security Fraud, but WELLS FARGO who accused me of fraud. It was not the government that froze my account it was Wells Fargo! \nEVEN AFTER HAVING INFORMED WELLS FARGO OF THE MISTAKE REGARDING THE NAME OF THE RECIPIENT OF THE SOCIAL SECURITY BENEFITS, WELLS FARGO CALL CENTER CONTINUED TO DECEIVE ME, REFUSED TO PROVIDE ME WITH ANY INFORMATION AND MADE NO EFFORT TO RECIFIED THEIR MISTAKE. \nI was informed by the helpful representative that nothing could be done until Monday, and that I should bring documentation that shows that the Social Security benefits were paid out to XXXX XXXX XXXX, my son, and not to XXXX XXXX XXXX, my dead husband. \n\nI immediately gathered the required documents and drove back to the Wells Fargo Branch in XXXX XXXX. XXXX XXXX was available, and I explained to her what I had been advised to do and what caused the freezing of my bank account. XXXX XXXX shared with me that she had suspected and discussed with her boss that there probably had been a misunderstanding regarding the names, and that they even verified their suspicion by reviewing my sons bank account that was listed under my name as he is a minor, and which clearly shows XXXX XXXX XXXX as his name. My sons Social Security benefits get deposited into my checking account as he is a minor and I am his mother/guardian. XXXX XXXX forwarded copies of my proof that my son was the recipient of the Social Security benefits to the Estate Department of Wells Fargo and informed me that it could take up to 10 days before I had access to my assets again. She further provided me with a complaint number. I have no knowledge what she wrote in the complaint. XXXX XXXX always has been wonderful and I am confident that she did everything in her power to assist me and to rectify the situation. I, however, have zero confidence in Wells Fargos commitment to rectify the situation in any way. Their Call Center Representatives ( I lost count as to how many different individuals I got transferred to and put on hold by ) demonstrated dishonest, deceiving, and disinterested behavior for hours! \n\nAVAILABLE UPON REQUEST CONTAINS PERSONAL INFORMATION Proof that my son is receiving his Social Security survivor benefits as a minor child into my checking account. \nTransaction Details from my checking account AVAILABLE UPON REQUEST CONTAINS PERSONAL INFORMATION Shows Social Security benefits deposit for my son Statement from the Social Security Administration regarding my sons benefits AVAILABLE UPON REQUEST CONTAINS PERSONAL INFORMATION Shows that son is entitled to survivor benefits ad that benefits are paid out to him under my care as he is a minor and I am his mother/legal guardian My grievance : I am NOT upset that someone at Wells Fargo did not double check before freezing my account and reporting Social Security fraud . Mistakes happen. \n\nI am however extremely upset that a ) I was not notified that my account got frozen>ven when I called the Call Center did not tell me that my account was frozen - they just put me on hold and kept on transferring me. NO ONE told me ANYTHING! It was XXXX XXXX at the local branch who informed me that my account was frozen!!! \nb ) That ALL my assets were frozen, not just the new deposit c ) I was REPEATELY LIED to, ignored by just being transferred for almost 3 hrs for something that could have been clarified in 20 minutes ( as proven by XXXX XXXX 's call to her internal Wells Fargo contact ) d ) I do not appreciate being treated like a criminal and questioned/accused of owing money to the IRS, etc e ) I am under the strong impression that much of the outrageous treatment I received from the Wells Fargo Call Center was caused by the fact that I am foreign born and a resident alien ( XXXX accent, legal immigrant as indicated on my account ). I guess many at Wells Fargo assume that all foreign born, non citizens are criminals. I was surely treated as such by all but two Wells Fargo employees ) I was wrongly accused, deceived, ignored, and lied to repeatedly for hours!!! If it had not been for the last representative who actually investigated what was going on and treated me with respect and decency I still would be in the dark. \n\nI am asking for your help in obtaining the following as soon as possible, as I have an appointment with XXXX on XX/XX/XXXX in reference to the renewal of my Resident Alien ( Green ) Card : A letter of explanation and clarification to my innocence from Wells Fargo. According to representatives at Wells Fargo, the Department of Treasury is incorrectly under the impression that I committed Social Security Fraud and I am justifiably concerned how this will affect my immigrant status. \n\nI am the widow of XXXX XXXX XXXX XXXXXXXX, who died XXXX  I nor anyone else deserves to be treated the way I was treated by the Wells Fargo XXXX Center, to include supervisors. Wells Fargos behavior, lies, deception, and unwillingness to address their wrongdoing can ruin someones livelihood!\n\nThank you for your assistance in this matter.\n\nWith kindest regards, MMC I have also contacted my senator for assistance in obtaining a letter of clarification and admittance of wrongly accusing me, as I have an appointment for the renewal of my Alien resident card ( Green Card ) in one week and your guidance states that companies usually respond withing 15 days. I do not have 15 days for above stated concerns.","date_sent_to_company":"2025-02-02T11:34:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"995XX","tags":"Servicemember","has_narrative":true,"complaint_id":"11897496","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-02-02T11:07:50.000Z","state":"AK","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The <em>Wells</em> <em>Fargo</em> Call Center representative, after I had been put on hold for a bit, <em>transferred</em> me to the <em>Wells</em> <em>Fargo</em> Estate Department, where I was informed, after they reviewed my file, that they <em>could</em> not <em>help</em> me and that I needed to call the regular customer service <em>line</em> again. \n\nI did as I was instructed ; I stated my case again and asked why my funds ( original assets and deposited check amount shown on the app as being in my account but were not reflected in my available balance )."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[22.41228,"11897496"]},{"_index":"complaint-public-v1","_id":"12042693","_score":21.06076,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am a XXXX XXXX who had an account with Wells Fargo for over 10 years. Over these 10 years they advertised consistently that they are XXXX and offer military benefits. During this time, myself and other personnel have noticed this is not accurate as we experienced multiple issues. After getting married and using my husbands XXXX account and finding that I did not experience any of these issues with XXXX, I decided to close my credit and line of credit account with WF, only keeping a small checking account open for me to use if I need it on military bases. However in XXXX of XXXX, I realized that these \" military advantages '' were non-existent and they actually indicated XXXX behavior when I was seeking help from them. In light of this behavior and discussing with other XXXX XXXX who noticed similar issues and closed their account, I also decided to close my account sometime in XX/XX/year>. When I closed the account via phone, the representative specifically told me there were no additional charges being incurred, I specifically asked twice if there was a balance or anything additional I needed to pay and I was told no. I then XXXX to the XXXX XXXX in a XXXX XXXX for 11 months with no ability to turn on phone data, receive phone calls or see my mail. I only had email which WF had my email and still never emailed me anything. I then return home to multiple phone calls telling me that I owe a balance on this closed account. \n\nI then contacted WF. They advised me of the amount, I agreed to pay the balance but ONLY if I received a digital receipt stating that I had paid the balance and the account no long had any fees incurred. I did this because I had been lied to the first time I called. The collections department explained they can only mail this and it might take 10 days, I felt this took too long considering this department was clearly dishonest, so the employee named XXXX ( employee ID XXXX ) told me the customer service department can email or text me a receipt of this payment. They transferred me to customer service automated phone service that then hung up on me. So I called the WF collections department back and was advised they can't help with the receipt and transferred me back to the WF customer service. WF customer service told me they can't look up my information even though I was willing to provide my name, social security # and DOB. They told me I need to go back to the WF collections and get my account number ( I did not recall this number as I have not used this account for more than a year and did not hold onto these documents because the account was supposed to be closed ) This seemed highly inefficient at this point that a WF customer service employee only has one way of looking up information on a customer via account number. I was transferred back to the WF collections department by customer service citing that I need to get my account number from the collections department and then call them back. I was transferred back to the WF collections department and at that time, I gave my information again, at which point the employee named XXXX ( employee ID : XXXX ) started the phone call by reviewing my information and saying that I have a balance of {$530.00} on my account. At this point I was completely baffled, I explained to her that I just made a payment 30 mins ago to this account and was told the account was cleared, I was only asking for a receipt and the fact that no one was willing to provide me with a digital receipt was weird. XXXX then said she would put me on hold and search for the amount, she then said she did not see any proof of payment and that she would need to transfer me to customer service for them to create a \" claim '' ( which made no sense to me, a company practicing shady methods can not investigate themselves as they won't ever find themselves at fault ). I then pressed her and asked to speak with a manager, legal or would otherwise file a complaint with the better business bureau at which time, she said she would find someone to help her find it. After 15 mins, she found the payment and stated again she could not provide a receipt and would transfer me back to customer service. I was transferred to the automated customer service phone and was then hung up on, again. \n\nI'm filing this complaint because Wells Fargo has time and time again demonstrated shady practices and I'm concerned that this money will be taken from my account and then 1 year later, they will come back to me, citing that they never received the payment and that I still owe. This organization is NOT veteran or military friendly as it well known amongst my unit and base not to use Wells Fargo and to use XXXX XXXX XXXX XXXX or XXXX instead. I am sick of this organization taking advantage of XXXX XXXX and am willing to raise this issue to the highest level in order for this to not continue to occur. It is sinister that they would damage my credit for 11 months when I am completely unable to contact them by phone due to the austere environment that I was unfortunately located in. It is a complete slap in the face to a service member, to have this held against them and have this credit damage after I did my due diligence to resolve the issue prior to me leaving, but then after having spent 1 year away from my husband and XXXX XXXX XXXX child in order to serve our country, this is what I come back to. This is not a XXXX friendly company, any XXXX friendly company will understand the nuances and difficult circumstances of being XXXX, there should be some grace given to us with the difficult position we are put in.","date_sent_to_company":"2025-02-11T16:24:17.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"07410","tags":"Servicemember","has_narrative":true,"complaint_id":"12042693","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-02-11T15:33:06.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fees charged for closing account"},"highlight":{"complaint_what_happened":["I'm filing this complaint because <em>Wells</em> <em>Fargo</em> has time and time again <em>demonstrated</em> shady practices and I'm concerned that this money will be taken from my account and then 1 year later, they will come back to me, citing that they never received the payment and that I still owe. This organization is NOT veteran or military friendly as it <em>well</em> known amongst my unit and base not to use <em>Wells</em> <em>Fargo</em> and to use XXXX XXXX XXXX XXXX or XXXX instead."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[21.06076,"12042693"]},{"_index":"complaint-public-v1","_id":"9211497","_score":20.460064,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/scrub>/24 - I was the victim of debit card scam and fraud and had {$10000.00} taken from my bank account via a money transfer to XXXX XXXX. \nXX/XX/scrub>/24 This scenario started with a text message from Wells Fargo regarding unusual activity that was detected with my account. I responded 'no ' to the text message stating I did not recognize the name/account attempting to access my account. \nAbout XXXX minutes later, I had an incoming call from Wells Fargo. The phone number of the incoming call was from the number on my Wells Fargo debit card. I do not know if this was someone within the Wells Fargo organization that is working with these criminals and will financially benefit from this fraud or if the number that was calling me was a front. At the time I assumed it as a legitimate call. The woman on the phone said that someone was attempting to access my account to transfer money and wanted to ensure I did not authorize this activity. She said she would connect me with a XXXX that would prevent the individual from accessing my account and reverse any transactions. \nShe put me on hold and then come back to tell me that someone from the XXXX Support Team would be reaching out to me momentarily. I then had an incoming call from a XXXX XXXX XXXX number and the woman said that was the individual I needed to speak with and they could help me. While on that call, I did a screen share and I learned from XXXX XXXX that when I did this, my XXXX XXXX  was taken over and that is what allowed them to make a transfer for funds through XXXX XXXX. I was completely locked out of my XXXX XXXX account and it was unrecoverable. \nXX/XX/year>24 a @ XXXX I saw the money missing from my account and immediately called Wells Fargo to report the fraud and get my debit card closed. The woman I spoke with said she would file the claim and I would hear from someone within 10 business days. She also suggested calling the police to file a police report. \nXX/XX/year>24 @ XXXX I hung up the phone with Wells Fargo Customer Service and called the police to file a police report. I will be attaching that report to this claim. \nXX/XX/year>24 @ XXXX I hung up the phone with the police and called XXXX XXXX. I shared what had happened. It was at this point I was told that the criminal had taken over my XXXX XXXX There was absolutely no way to recover the account. I was on the phone with them for XXXX XXXX. The Support XXXX helped me set up a new XXXX XXXX. He told me I was starting all over and I needed to immediately go into every, single app I utilize and change my login, password, and set up 2nd level authentication. \nXX/XX/year>24  @ XXXX I called back in to Wells Fargo Customer Service . I obviously had a high level of XXXX  and wanted to ensure that everything had been closed and that my other accounts were protected. I was assured that everything was okay and protected. She also told me that I should expect to see my new debit card within 5-7 business days. \n\nXX/XX/year>24 @ XXXX I called back into XXXX XXXX. I sent up a new email with a XXXX Account and wanted my XXXX XXXX to be in line with my XXXX Account. The support representative helped me ensure I did this correctly. \nXXXX24 @ XXXX I called the Claims Department to follow up on the Claim that was submitted on XXXX/24. I called to ask if I needed to submit a copy of the Police Report that I filed on XX/XX/scrub>/24. The man I spoke with told me I did not need to submit the police report. He would notate it in my file and if anyone had any questions or needed additional information they would call me. \nXX/XX/year>24 @ XXXX I called in to Wells Fargo Customer Service because I had not received any email communication that my new debit card had shipped and I had not heard from anyone regarding my claim. It was at this point that I was told that the WF Customer Service representative that I spoke with on the evening of XX/XX/year>24 never closed out my debit card and just marked it as 'Restricted. ' I lost my mind. The woman I spoke with went through the entire process that was required to properly close my debit card. While reviewing the transactions I explained that a Claim for {$10000.00} was already filed on XXXX/24. Once we completed the process to close my debit card she pulled up the claim in her system. It was at that point that she told me it had been closed and denied. I again lost my mind and she transferred me to the Claim Dept. \nIn addition to this negligence with my debit card not being closed, I was told that the Claim she submitted was closed on XX/XX/year>24 because she submitted it as 'Money Transfer, Non-Fraud . ' HOW IS THIS EVEN POSSIBLE?!?! \nThe Claim Dept Representative calmed me down and said lets start from the beginning. I shared the story of what had happened on XX/XX/year>24, including my XXXX XXXX being taken over. She re-opened the claim stating it was clearly fraudulent activity. She asked me to email the screen shots of the text message and incoming call I had received on XX/XX/year>24 to be added to my Claim File. She advised me to continue to contact the claims dept to get a status update and ensure it doesn't get closed out. \nXX/XX/year>24 I spent time over the weekend putting together a detailed account of events, along with screenshots, since I no longer trust anyone within Wells Fargo. I am attaching it with this complaint. \nXX/XX/year>24 I called in to the Claims Dept to follow up. The woman I spoke with verified the claim was re-opened and she advised me to get a copy of the police report. \nXX/XX/year>24 I spoke with the XXXX XXXX Detective to see what I needed to do to get a copy of my Police Report for Wells Fargo. The detective said when I heard Wells Fargo my heart went out to you. I am dealing with so many similar reports. Wells Fargo is not doing anything to help. \nXXXX I received the PDF of my Police Report and emailed it to the claims dept to be added to the claim file. I also included the detailed account of events to be attached to the claim file. \nThroughout the week of XX/XX/year>24 I followed the recommendation to check in each day and get a status update. Each day I spoke with a Claims Dept Representative I received different information, conflicting information, or find out something new that I should have been told by any of the previous people I had spoken with. I learned on XX/XX/year>24 that no one in the Claims Dept could answer my questions, or provide me with a status update, because my claim was with the High Dollar Claim Team. I was advised to call back the next day to see if there were any updates. \nXX/XX/year>24 I called to the Claims Dept and asked to be given the phone number to the \" High Dollar Claim Dept '' so I could get straight answers to my questions, get an update on the investigation, and see if they needed any additional information as I was done and over with the call back tomorrow and see if theres an update response. I was told all calls still needed to come through the general claim number. The man I spoke with said he put in a request for someone in the High Dollar Claim Dept to call me and said I should hear from someone within 2 business days. \nXX/XX/year>24 2 business days passed, and no one called me. I called to find out why no one had called me and again expressed my extreme frustration with the process. This is a very large sum of money and the fact that no one doing an investigation would reach out to me to discuss the events that took place, or possibly ask for any additional information is maddening. The man I spoke with put me on hold to review the information in the claim on file. When he came back on the phone he told me after reviewing all the information in the claim he was able to hit the Process Dispute button in his computer stating that each step in the claim process takes XXXX to XXXX hours to process which is why it has taken so long to get to this point in the system. He also said that since hes the one that processed the dispute there is XXXX more step which would allow for provisional dollars to be put back into my account as they continue the investigation. Since he was the one that processed the dispute he could not complete that last step. He said it should take less than XXXX hours for the step to process and told me to call in to follow up the next day. \nOn XXXX/24, I called in to the claims dept to check the status on the dispute and relayed discussion with the claims representative from the previous day. I was the told that the decision for a provisional credit was made by the back office and no on in the claims dept has access to anyone in the back office. After losing my mind, over another piece of misinformation, I was then transferred to a Senior XXXX. After expressing my extreme level of frustration, she put me on hold to see if she could get someone in the High Dollar Claim Dept to contact me. When she came back on the phone she told me the claim was closed and denied on XX/XX/year>24. She said there wasnt enough evidence to support fraud. I completely lost my mind and asked how in the world that was even possible. I went through the key events that took place that demonstrated fraud, especially the fact that someone took over a portion of my identity by taking over my XXXX XXXX and having access to my entire life. At that point she said this sounds like an XXXX XXXX take-over so I could escalate this and you can check back in 10 business days. I was appalled that she acted as if this was new information. The reason this claim was RE-OPENED on XX/XX/year>24 was based on this information. The details were also included in the Detailed Account of Events I submitted to be attached to my claim on XX/XX/scrub>/24. \n\nXXXX/XXXX/24 I went to my local Wells Fargo bank and asked to speak with whoever was the most senior person in that building. The XXXX XXXX immediately brought me into her office. I provided her with the XXXX Detailed Account of Events and shared my extreme level of anger and frustration with this process due to people not doing their job from the first call to report this fraud. I went through everything with her and she made a call to the Claims Department. Her intention was to see if this could be escalated to the XXXX level for review as I was clearly a victim of fraud. The individual she spoke with said it was re-opened and has been escalated and I should check back on Friday or Monday. Quite frankly, Im done with their daily check-ins for them to string me along for 9 days and then close and deny my claim without even communicating with me or asking for any detail or more information. \nXX/XX/year>24 I put added additional documentation to the Detailed Account of Events to include anything I could think of to prove that my XXXX XXXX  had been taken over. I emailed it to the claims dept to be added to the re-opened claim. I am not hopeful that anyone will even look at it since they clearly didnt look at the previous detail. \nXX/XX/year>24 I have a follow up meeting with my local XXXX XXXX. She is going to call to check the status of the claim. Again, it was re-opened but they will be utilizing the same information that I have already provided and they closed and denied.","date_sent_to_company":"2024-06-07T15:26:10.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"30040","tags":null,"has_narrative":true,"complaint_id":"9211497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-06-07T14:55:45.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The <em>phone</em> number of the incoming call was from the number on my <em>Wells</em> <em>Fargo</em> debit card. I do not know if this was someone within the <em>Wells</em> <em>Fargo</em> organization that is working with these criminals and will financially benefit from this fraud or if the number that was calling me was a front. At the time I assumed it as a legitimate call. The woman on the <em>phone</em> said that someone was attempting to access my account to <em>transfer</em> money and wanted to ensure I did not authorize this activity."],"product":["Money <em>transfer</em>, virtual currency, or money service"],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[20.460064,"9211497"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":6,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":6}]}},"product":{"doc_count":6,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":2}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":1},{"key":"Mobile or digital wallet","doc_count":1}]}},{"key":"Bank account or service","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Other bank product/service","doc_count":1}]}},{"key":"Credit card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}}]}},"issue":{"doc_count":6,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Fees charged for closing account","doc_count":1}]}},{"key":"Deposits and withdrawals","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":1}]}},{"key":"Other transaction problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem when making payments","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem during payment process","doc_count":1}]}},{"key":"Unauthorized transactions or other transaction problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":6,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":5},{"key":"No","doc_count":1}]}},"company_response":{"doc_count":6,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":4},{"key":"Closed with non-monetary relief","doc_count":2}]}},"submitted_via":{"doc_count":6,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":6}]}},"company":{"doc_count":6,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"WELLS FARGO & COMPANY","doc_count":6}]}},"state":{"doc_count":6,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AK","doc_count":1},{"key":"CA","doc_count":1},{"key":"GA","doc_count":1},{"key":"NJ","doc_count":1},{"key":"WA","doc_count":1}]}},"company_public_response":{"doc_count":6,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":6}]}},"tags":{"doc_count":6,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":3}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}