Checking or savings account -- Managing an account -- Complaint #12452238

Complaint Overview

Complaint ID: 12452238

Company: Wells Fargo & Company

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Deposits and withdrawals

State: North Carolina

ZIP Code: 283XX

Date Received: 2025-03-12T12:00:00-05:00

Date Sent to Company: 2025-03-12T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

I have previously used CFPB for this same issue ( filed on XX/XX/year> ) COMPLAINT ID : XXXX I am a deployed service member and have been experiencing severe financial issues due to Wells Fargos mismanagement of my account. Last Month around XXXX XXXX, I contacted Wells Fargo after realizing they had locked me out of my advanced access to my account. I can only log on via my laptop and can only view the current statements I can not access anything else other than see the amount of funds. Their guidance was to either receive a link to my phone and send a picture of my ID or go to a Wells Fargo branch to prove to them I am who I say I am. Neither is practical or even possible because I am deployed. I explained this issue to them ; they continued to tell me the only two routes and failed to provide a reasonable alternative to verify myself. Due to the area, I am deployed to I can not receive SMS messaging as there is no cell service. We only have access to sporadic WiFi. After my initial complaint through CFPB ( XXXX XXXX ) A Wells Fargo member from the " Escalations Department '' called me. I was told to call the " account takeover '' department as they were instructed to give me an email address to send a picture of my ID to in order to verify me. This seemed helpful as I do have access to WiFi and would be able to manage that. However, after calling the department with this information, they still rejected to help me. They stated they were not aware of the situation and that I needed to call back in 48 hours. My wife has a legal power of attorney for me during my deployments, I asked her to go to a branch for assistance, but they also denied her any assistance with my account. After seemingly trying all routes and having to navigate this issue alone, with very little to no help from Wells Fargo, I decided to transfer some of my money to another one of my savings ' account with a different bank. Initially it seemed like it would work, but ( Im assuming due to Wells Fargo lock ) the on my XXXX XXXX account it states that the ACH deposit was rejected and returned to Wells Fargo on XX/XX/year>. This is not reflected in my Wells Fargo account and the XXXX dollars seemingly never made it to Wells Fargo. I can not stress enough how much of a burden this has been on me and my family. I can not send, access, or even transfer my funds. I am financially crippled and have no means of paying to sustain myself or family because of this due to Wells Fargo inability to assist me in a stressful circumstance. I have asked for supervisors, management, military liaisons, and anyone who could help me through this, but I always end up back at the same department saying the same things.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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