Horrible Customer Service From Wells Fargo

It all started with my Wife writing me a check from her personal account to our fairly recently established joint bank account at Wells Fargo. I was informed that a hold would be placed on the check.

We are delaying the availability of
the funds you have deposited because
our risk models indicate that the
following check(s) may be returned

Soon after, my debit card stopped working. I wondered why, so I logged on to my account to check the balance. According to my online banking history, my account had plenty of money, and nothing seemed to be awry. I shrugged it off but did not call them.  Last night, my wife and I received one letter each from Wells Fargo that said that due to a “modified check” being deposited, that all of our accounts with the bank would be closed.

We called Wells Fargo who said that this was a Loss prevention issue, but that their Loss Prevention department was closed for the night.  We called my wife’s bank which the check was written from, and they said that Wells Fargo never tried to post the check to her account.

The next morning I called Wells Fargo Risk Prevention, and they explained that the name on the check did not match the name on the account that the check was written from. So that was the reason that all my accounts were being closed. What happened is that my wife’s maiden name appeared on the check, but her account has since been updated to reflect her married name. So this triggered some sort of CRIMINAL ACTIVITY alert in Wells Fargo’s system, and my account which I have had for 18 years was flagged for termination.

The person Risk Prevention I spoke with was not able to tell me anything useful, or forward me on to somebody who could. He said all his calls were going to voicemail, and that he could write an e-mail but that it “might not work”. I said “how about you call me back once you get in touch with them?”. The tier 1 CSR said that they were “only a call center, therefore lacked the ability to place outgoing calls”, but that they would send an e-mail the 2nd teir people that didn’t seem to be picking up their phones. I gave my phone number and e-mail address hoping I would hear something back from them. Hours passed, nothing.

I called back, and again got to teir 1 of their loss prevention. They tried escalating it to tier two but again seemed to fail to be able to transfer the call up the chain. They were completely ignorant about the situation, and seemed that there were no notes taken down from the previous call. It was as if nothing about why my account was shutdown, nothing about the check with the wrong name, and nothing about my previous call existed in their records.

This time they blamed their investigators on the delay in processing, but said that I should keep holding on the line: “If we disconnect, I would go ahead and service another call”. Translation: We’ll never call you back… that’s not what we do.

I guess that rather than call somebody back, you just have to hold indefinitely. After being on hold for 33 minutes, they finally told me that they had removed the hold on my accounts, but that that all my debit cards were canceled and would need to be reissued. So more phone calls to get my cards reissued, of course they wouldn’t reissue my wife’s card unless she called in herself.

Wells Fargo offered no apologies for what was done or the inconvenience they caused me, and that’s why I’m posting publicly about my experience.

Dear Wells Fargo: this is not any way to treat your customers.

  • Anonymous

    Sorry for the really shitty experience with Wells Fargo. They hold my mortgage that I’m currently trying to short sale and you wouldn’t believe how terrible they’ve been. I’m glad you got it sorted.

    • Moe

      this bank is terrible my account was placed on hold by the external fraud dept they then contacted me asking questions then they decided to remove the hold as nothing suspects fraud or whatever they call it so it was removed and THE SURPRISE the next day the account was put on hold by loss prevention that’s another dept i have over 30K in my account and i am still waiting to call these loss prevention guys in a few but i assure every one that i will close this account and take business somewhere else


  • I had almost the same thing happen to me…

    A few years ago, I deposited a pay check through the ATM as I usually did. A few days later on a Monday, however, my card stopped working. I checked my balance and it was negative with a lot of overdraft fees on top of it. I realized the check I had cashed through the ATM wasn’t to be found. I called, asked what happened, told them I put it through the ATM, they had me contact the bank I cashed it at. That bank knew of no issues and couldn’t help. Call the main Wells Fargo, they toss me off to a few people who tell me to contact the bank I opened my account at. They can’t help at all. Call back to the main office and get tossed around to a bunch of people who finally get me to Risk Prevention who then notify me that all of my accounts have been closed (something I did not request but they just did it anyways). Stunned and not knowing what to do with loads of overdraft fees (over $400) and no access to my money I open a new account with another bank in the meantime while broke and trying to figure out what to do. I was lucky enough to get a new paycheck. About two days letter (Wednesday) I receive a letter in the mail saying there was a mishap with the ATM and that my funds will be made available. The funny thing, the letter was dated the Friday before I had my issues yet no one seemed to know about it nor were funds made available. Having to get the overdraft fees taken off and claim the last bit of cash still left once those were gone, I call Wells Fargo to get this fixed. I call Risk Prevention telling them I received a letter stating they had made an error and I’d like my fees to go away and my account reinstated. Of course, get tossed around to a few people of whom one tells me as I explain that I received a letter from them admitting fault that in fact she has me on videotape stuffing empty deposit envelopes to increase funds in my account. As I freak out on her that A. She is lying and clearly making that up and B. the letter admits Wells Fargo made a mistake… she passes me onto someone else (something Wells Fargo is very good at). Finally, I get a women who speaks clear English and actually listens from the beginning. She clearly sees my account is negative and has been closed. She does a little search and also finds the error from Wells Fargo had been posted on that Friday (something everyone else I spoke with before seemed to miss). It took about 20 minutes to sort through the mess that was all their fees. There was more than just overdraft fees… even she was confused by all the crap Wells Fargo threw in there. Unfortunately, I never did feel as I got all the fees taken care of and certainly lost in the process. That and having to change all of my bill payments which I ended up being late on a few as I forgot to change them.

    All in all… I quickly left Wells Fargo and will never go back. The experience was absolutely terrible and the anger I felt at being told I had committed fraud was probably the most I’ve ever felt towards another person. 

  • Nataleebinda

    Would you guys share your stories on Wells Fargo, How I Hate Thee on FB. I am trying to bring together angry customers in hope that Wells Fargo will take notice and do some rethinking.

  • Paulaatrujillo

    Wells Fargo is the worst bank ever. I should have read reviews before they messed up my account, but I am reading them now unfortunately. But fur anyone that wants to open an account with Wells Fargo please go online and check out reviews, it’s so crazy what this bank does to it’s customers.