Checking or savings account -- Managing an account -- Complaint #18433254
Complaint Overview
Complaint ID: 18433254
Company: Wells Fargo & Company
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: New York
ZIP Code: 10011
Date Received: 2026-01-02T12:00:00-05:00
Date Sent to Company: 2026-01-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am submitting a complaint regarding Wells Fargos handling of an account that was marked dormant, and the inaccurate and inconsistent guidance provided through its online disclosures and call center. I received the following message in online banking : This account is dormant. Call us at XXXX to reactivate or close your account. Issue XXXX Improper dormancy designation ( non-market practice ) : The account was marked dormant solely due to a lack of transactions, despite being regularly monitored through online banking, with activity on other accounts ( a loan balance ). At peer institutions, routine customer monitoring and login activity is sufficient to prevent dormancy. Wells Fargos approach is inconsistent with market practice and creates unnecessary customer friction. Issue XXXX Inaccurate and misleading online disclosures : The message states that calling customer service allows a customer to reactivate or close the account. In practice, this was not true. I was repeatedly told that the account could not be closed unless it was first reactivated, directly contradicting the online disclosure. Issue XXXX Inconsistent call center guidance and escalation failure : First call : I was told I had to go into a branch. Branch visit : I was told the issue could only be handled by calling customer service again. Second call : I was told the account could not be closed without first reactivating it and then calling back a second time. When I politely asked to speak with a supervisor, the representative disconnected the call. Third call : I was told the account was closed. Minutes later, I received an email stating : We could not close your account as requested because your account has been inactive for an extended period of time. Accounts must be active to close. This email directly contradicts both the online disclosure and what I was told on the phone. XXXX response : You should be able to re-activate online ( not accurate ). And, no clarity on whether the account will be closed on their end without a second call. Summary : Wells Fargo improperly designated the account as dormant, provided inaccurate online disclosures, and delivered inconsistent and contradictory instructions through its call center. The process required multiple calls, a branch visit, and conflicting information to either access funds or attempt a simple account closure.
Frequently Asked Questions
What is Complaint #18433254 about?
Complaint #18433254 was filed against Wells Fargo & Company regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2026-01-02T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.