{"id":"wells-fargo","page":"https://escalate.alexgaoth.com/#/c/wells-fargo","html":"https://escalate.alexgaoth.com/c/wells-fargo/","generated":"2026-10-15","company":{"id":"wells-fargo","name":"Wells Fargo","aliases":["wells fargo bank","wellsfargo","wells fargo bank na","wf bank"],"sector":"bank","parent":"Wells Fargo & Company","website":"https://www.wellsfargo.com","official_domains":["wellsfargo.com"],"security":{"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","channels":[{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card international collect calls","value":"+1-925-825-7600","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"online-fraud-phone","type":"phone","label":"Fraud on Wells Fargo Online, bill pay, Zelle or wires, or if you responded to a phishing message","value":"+1-866-867-5568","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"debit-claim-status-phone","type":"phone","label":"Debit card claim status","value":"+1-800-548-9554","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"credit-claim-status-phone","type":"phone","label":"Credit card claim status","value":"+1-800-423-7618","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (1-844-WF1-CARE)","value":"+1-844-931-2273","hours":"Mon-Sat 7 am-9 pm Central","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"human_only","source":"https://www.wellsfargo.com/help/feedback/","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Wells Fargo Bank, N.A., P.O. Box 522, Des Moines, IA 50306-0522","purposes":["billing_error","transaction_dispute"],"notes":"From the Your Billing Rights section of the Wells Fargo consumer credit card agreements. Not for payments.","source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"},{"id":"card-services-mail","type":"mail","label":"Credit card payments and customer service","value":"Wells Fargo Card Services, P.O. Box 51193, Los Angeles, CA 90051-5493","purposes":["poor_service"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"},{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"banking-phone"},{"rung":"written_complaint","channel":"banking-mail","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints."},{"rung":"executive","channel":"corporate-office-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"playbooks":[{"issue":"transaction_dispute","summary":"Call the card line or dispute in online banking, and send a written notice to the billing rights address within 60 days.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Call credit card customer service to open the dispute.","channel":"card-services-phone"},{"do":"To keep your legal rights for a credit card, write to the billing rights address within 60 days after the error appeared on your statement.","channel":"billing-rights-mail"},{"do":"Check the status of a credit card claim.","channel":"credit-claim-status-phone"},{"do":"If Wells Fargo does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The Wells Fargo credit card agreement's billing rights notice says to write within 60 days after the error appeared on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call the number on the back of the card at once.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a credit card, call credit card customer service and report the card lost, stolen or misused.","channel":"card-services-phone"},{"do":"For a debit card or personal account, call general banking (24/7).","channel":"banking-phone"},{"do":"Check claim status on the claim status lines.","channel":"debit-claim-status-phone"},{"do":"If Wells Fargo does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Wells Fargo says to contact it immediately by calling the number on the back of your credit or debit card if you see unauthorized transactions.","issues":["unauthorized_charge","fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the line for the type of fraud, then report to the FTC.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For checking, savings, debit or ATM fraud and identity theft, call general banking.","channel":"banking-phone"},{"do":"For online banking, bill pay, Zelle or wire fraud, or if you answered a phishing message, call the online fraud line.","channel":"online-fraud-phone"},{"do":"Forward phishing emails or texts you did not respond to.","channel":"phishing-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Wells Fargo states that neither Wells Fargo nor Zelle offers purchase protection for payments made with Zelle.","issues":["fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},{"issue":"fee_reversal","summary":"Check the overdraft rules (Extra Day Grace Period, $10 limits), then ask for a reversal.","evidence":["statement showing the fee","available balance by date","deposit times"],"steps":[{"do":"Check whether the fee should have been waived under the Extra Day Grace Period or the $10 rules."},{"do":"Call general banking and ask for a reversal.","channel":"banking-phone"},{"do":"If refused, complain on the feedback line or in writing.","channel":"feedback-phone"},{"do":"Complain to the CFPB if the fee breaks the stated rules.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"The overdraft fee for consumer checking accounts is $35 per item, with no more than three overdraft fees per business day for personal accounts.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo does not charge an overdraft fee on items of $10 or less, or when both the ending daily balance and available balance are overdrawn by $10 or less.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Extra Day Grace Period - if your available balance is positive as of 11:59 pm Eastern Time on the extra day, pending overdraft fees for the prior business day are waived.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo does not charge a returned item (NSF) fee for items returned unpaid, and Clear Access Banking accounts have no overdraft fees.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Wells Fargo may freeze funds when it suspects questionable activity, until its concerns are resolved, a legal time limit passes, or a court orders otherwise.","evidence":["notices from Wells Fargo","balance when frozen","proof of identity and source of funds"],"steps":[{"do":"Call general banking and ask why the funds are frozen and what Wells Fargo needs to resolve its concerns.","channel":"banking-phone"},{"do":"Send the requested documents and ask in writing when and how the funds will be released.","channel":"banking-mail"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"If Wells Fargo suspects suspicious, irregular, fraudulent, unauthorized or unlawful activity, it may freeze all or some funds and restrict access until the earliest of when its concerns are resolved, the time frame in applicable law, or a court order.","issues":["frozen_funds"],"source":"https://www.wellsfargo.com/fetch-pdf?formNumber=CCB2018C&subProductCode=ANY","last_verified":"2026-10-12"},{"kind":"policy","claim":"If a state or federal agency asks Wells Fargo to restrict funds, the bank complies and notifies you unless the law prohibits notice.","issues":["frozen_funds"],"source":"https://www.wellsfargo.com/fetch-pdf?formNumber=CCB2018C&subProductCode=ANY","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Write to the billing rights address within 60 days of the statement.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Call credit card customer service to report the error.","channel":"card-services-phone"},{"do":"Send a written notice with your name, account number, the amount and why it is wrong.","channel":"billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]}],"facts":[{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."]},"playbooks":{"transaction_dispute":{"company":{"id":"wells-fargo","name":"Wells Fargo","sector":"bank","website":"https://www.wellsfargo.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Call the card line or dispute in online banking, and send a written notice to the billing rights address within 60 days.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Call credit card customer service to open the dispute.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"do":"To keep your legal rights for a credit card, write to the billing rights address within 60 days after the error appeared on your statement.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Wells Fargo Bank, N.A., P.O. Box 522, Des Moines, IA 50306-0522","purposes":["billing_error","transaction_dispute"],"notes":"From the Your Billing Rights section of the Wells Fargo consumer credit card agreements. Not for payments.","source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"}},{"do":"Check the status of a credit card claim.","channel":{"id":"credit-claim-status-phone","type":"phone","label":"Credit card claim status","value":"+1-800-423-7618","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}},{"do":"If Wells Fargo does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"debit-claim-status-phone","type":"phone","label":"Debit card claim status","value":"+1-800-548-9554","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"credit-claim-status-phone","type":"phone","label":"Credit card claim status","value":"+1-800-423-7618","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Wells Fargo Bank, N.A., P.O. Box 522, Des Moines, IA 50306-0522","purposes":["billing_error","transaction_dispute"],"notes":"From the Your Billing Rights section of the Wells Fargo consumer credit card agreements. Not for payments.","source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The Wells Fargo credit card agreement's billing rights notice says to write within 60 days after the error appeared on your statement.","issues":["transaction_dispute","billing_error"],"source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","channel":{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."],"security":{"official_domains":["wellsfargo.com"],"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":49},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","warnings":[]},"unauthorized_charge":{"company":{"id":"wells-fargo","name":"Wells Fargo","sector":"bank","website":"https://www.wellsfargo.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Call the number on the back of the card at once.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"For a credit card, call credit card customer service and report the card lost, stolen or misused.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"do":"For a debit card or personal account, call general banking (24/7).","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"do":"Check claim status on the claim status lines.","channel":{"id":"debit-claim-status-phone","type":"phone","label":"Debit card claim status","value":"+1-800-548-9554","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}},{"do":"If Wells Fargo does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card international collect calls","value":"+1-925-825-7600","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"debit-claim-status-phone","type":"phone","label":"Debit card claim status","value":"+1-800-548-9554","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"credit-claim-status-phone","type":"phone","label":"Credit card claim status","value":"+1-800-423-7618","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Wells Fargo says to contact it immediately by calling the number on the back of your credit or debit card if you see unauthorized transactions.","issues":["unauthorized_charge","fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","channel":{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."],"security":{"official_domains":["wellsfargo.com"],"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":49},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","warnings":[]},"fraud":{"company":{"id":"wells-fargo","name":"Wells Fargo","sector":"bank","website":"https://www.wellsfargo.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the line for the type of fraud, then report to the FTC.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"For checking, savings, debit or ATM fraud and identity theft, call general banking.","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"do":"For online banking, bill pay, Zelle or wire fraud, or if you answered a phishing message, call the online fraud line.","channel":{"id":"online-fraud-phone","type":"phone","label":"Fraud on Wells Fargo Online, bill pay, Zelle or wires, or if you responded to a phishing message","value":"+1-866-867-5568","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}},{"do":"Forward phishing emails or texts you did not respond to.","channel":{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if the bank does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card international collect calls","value":"+1-925-825-7600","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"online-fraud-phone","type":"phone","label":"Fraud on Wells Fargo Online, bill pay, Zelle or wires, or if you responded to a phishing message","value":"+1-866-867-5568","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"debit-claim-status-phone","type":"phone","label":"Debit card claim status","value":"+1-800-548-9554","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"credit-claim-status-phone","type":"phone","label":"Credit card claim status","value":"+1-800-423-7618","hours":"Mon-Fri 7:00 a.m.-12:00 a.m. Eastern","purposes":["transaction_dispute","unauthorized_charge","fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Wells Fargo states that neither Wells Fargo nor Zelle offers purchase protection for payments made with Zelle.","issues":["fraud"],"source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","channel":{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."],"security":{"official_domains":["wellsfargo.com"],"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":49},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","warnings":[]},"fee_reversal":{"company":{"id":"wells-fargo","name":"Wells Fargo","sector":"bank","website":"https://www.wellsfargo.com","account_url":null},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"Check the overdraft rules (Extra Day Grace Period, $10 limits), then ask for a reversal.","evidence":["statement showing the fee","available balance by date","deposit times"],"steps":[{"do":"Check whether the fee should have been waived under the Extra Day Grace Period or the $10 rules."},{"do":"Call general banking and ask for a reversal.","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"do":"If refused, complain on the feedback line or in writing.","channel":{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (1-844-WF1-CARE)","value":"+1-844-931-2273","hours":"Mon-Sat 7 am-9 pm Central","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"human_only","source":"https://www.wellsfargo.com/help/feedback/","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB if the fee breaks the stated rules.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (1-844-WF1-CARE)","value":"+1-844-931-2273","hours":"Mon-Sat 7 am-9 pm Central","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"human_only","source":"https://www.wellsfargo.com/help/feedback/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"The overdraft fee for consumer checking accounts is $35 per item, with no more than three overdraft fees per business day for personal accounts.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo does not charge an overdraft fee on items of $10 or less, or when both the ending daily balance and available balance are overdrawn by $10 or less.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Extra Day Grace Period - if your available balance is positive as of 11:59 pm Eastern Time on the extra day, pending overdraft fees for the prior business day are waived.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo does not charge a returned item (NSF) fee for items returned unpaid, and Clear Access Banking accounts have no overdraft fees.","issues":["fee_reversal"],"source":"https://www.wellsfargo.com/checking/overdraft-services/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","channel":{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."],"security":{"official_domains":["wellsfargo.com"],"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":49},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","warnings":[]},"frozen_funds":{"company":{"id":"wells-fargo","name":"Wells Fargo","sector":"bank","website":"https://www.wellsfargo.com","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Wells Fargo may freeze funds when it suspects questionable activity, until its concerns are resolved, a legal time limit passes, or a court orders otherwise.","evidence":["notices from Wells Fargo","balance when frozen","proof of identity and source of funds"],"steps":[{"do":"Call general banking and ask why the funds are frozen and what Wells Fargo needs to resolve its concerns.","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"do":"Send the requested documents and ask in writing when and how the funds will be released.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"do":"If the funds are not released, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (1-844-WF1-CARE)","value":"+1-844-931-2273","hours":"Mon-Sat 7 am-9 pm Central","purposes":["poor_service","fee_reversal","frozen_funds"],"access":"human_only","source":"https://www.wellsfargo.com/help/feedback/","last_verified":"2026-10-12"},{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"If Wells Fargo suspects suspicious, irregular, fraudulent, unauthorized or unlawful activity, it may freeze all or some funds and restrict access until the earliest of when its concerns are resolved, the time frame in applicable law, or a court order.","issues":["frozen_funds"],"source":"https://www.wellsfargo.com/fetch-pdf?formNumber=CCB2018C&subProductCode=ANY","last_verified":"2026-10-12"},{"kind":"policy","claim":"If a state or federal agency asks Wells Fargo to restrict funds, the bank complies and notifies you unless the law prohibits notice.","issues":["frozen_funds"],"source":"https://www.wellsfargo.com/fetch-pdf?formNumber=CCB2018C&subProductCode=ANY","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","channel":{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."],"security":{"official_domains":["wellsfargo.com"],"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":49},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","warnings":[]},"billing_error":{"company":{"id":"wells-fargo","name":"Wells Fargo","sector":"bank","website":"https://www.wellsfargo.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Write to the billing rights address within 60 days of the statement.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Call credit card customer service to report the error.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"do":"Send a written notice with your name, account number, the amount and why it is wrong.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Wells Fargo Bank, N.A., P.O. Box 522, Des Moines, IA 50306-0522","purposes":["billing_error","transaction_dispute"],"notes":"From the Your Billing Rights section of the Wells Fargo consumer credit card agreements. Not for payments.","source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"}},{"do":"If the error is not fixed, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card account management, lost or stolen card","value":"+1-800-642-4720","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Wells Fargo Bank, N.A., P.O. Box 522, Des Moines, IA 50306-0522","purposes":["billing_error","transaction_dispute"],"notes":"From the Your Billing Rights section of the Wells Fargo consumer credit card agreements. Not for payments.","source":"https://www.wellsfargo.com/credit-cards/documents/active-cash-agreement","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Wells Fargo consumer credit card agreements include an arbitration agreement administered by the American Arbitration Association; you and the bank keep the right to use small claims court.","source":"https://www.wellsfargo.com/credit-cards/documents/autograph-visa-agreement/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","channel":{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"known_blockers":["Wells Fargo does not list a fraud number for credit cards on its fraud page; it says to call the number on the back of the card.","Phone lines verify the account holder."],"security":{"official_domains":["wellsfargo.com"],"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":49},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Wells Fargo Bank, N.A. is a national bank (OCC). It issues Wells Fargo credit cards and retail-branded cards.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"General banking, lost or stolen debit card, personal account fraud and identity theft","value":"+1-800-869-3557","hours":"24/7","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","source":"https://www.wellsfargo.com/help/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For credit card billing errors, write to the billing rights address within 60 days instead. The feedback line also takes complaints.","channel":{"id":"banking-mail","type":"mail","label":"General banking correspondence (checking and savings)","value":"Wells Fargo Bank, P. O. Box 6995, Portland, OR 97228-6995","purposes":["poor_service","fee_reversal","frozen_funds"],"source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","channel":{"id":"corporate-office-mail","type":"mail","label":"Corporate office","value":"Wells Fargo, 333 Market Street, San Francisco, CA 94105","purposes":["poor_service"],"notes":"Payments and deposits cannot be processed at this address.","source":"https://www.wellsfargo.com/help/addresses/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Wells Fargo credit card agreements contain an AAA arbitration agreement; either side may use small claims court."}],"security":{"official_domains":["wellsfargo.com"],"never_asks":[{"kind":"policy","claim":"Wells Fargo will never ask you to move or send money to anyone, including yourself, to reverse a transfer, receive a refund, protect your money or fix a problem.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo employees will not contact you unexpectedly to ask for your password or sensitive information such as your Social Security number.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never ask you to download screen-sharing or remote access software, or to share your screen with them.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If your account needs a correction, Wells Fargo will handle it directly and will not ask you to make a transfer to a new account number or a withdrawal at a branch.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Wells Fargo will never rush you or keep you from ending a call.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof phone numbers so that \"Wells Fargo\" shows on your caller ID. Voice phishing calls often come outside normal business hours and can repeat to create urgency.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Callers posing as the bank say you must act urgently because of fraud, illegal activity or an investigation, pressure you to stay on the call, and may use AI-generated or altered voices.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers present screen sharing as a \"security step\" or \"verification process\" and ask you to install remote access tools such as AnyDesk, TeamViewer, QuickSupport or Zoom screen share.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scam emails that claim to be from Wells Fargo often come from unfamiliar addresses. Wells Fargo says its legitimate emails include wellsfargo.com in the address.","source":"https://www.wellsfargo.com/privacy-security/fraud/bank-scams/bank-imposter/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts (only if you did not respond)","value":"reportphish@wellsfargo.com","purposes":["fraud"],"notes":"Wells Fargo says some forwarded messages may be rejected by its server. If that happens, delete the message.","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"},{"id":"phishing-responded-phone","type":"phone","label":"If you clicked a link, opened an attachment, sent a payment, shared a one-time access code or gave financial information in reply to a suspicious email or text","value":"+1-866-867-5568","purposes":["fraud"],"access":"human_only","source":"https://www.wellsfargo.com/privacy-security/fraud/report/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":49},"verified_from":{"page":33},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 49 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Wells Fargo — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/wells-fargo.md","markdown":"## In short\n\nReport fraud on the number on your card at once, put credit card billing errors in writing, and use the 1-844-WF1-CARE complaints line for service problems. If that fails, a CFPB complaint gets a written answer; in the 12 months to June 2026 Wells Fargo answered almost all of them on time and closed 22.2% with relief. It is a national bank, so the OCC is the next rung. In 2022 the CFPB found that Wells Fargo froze accounts over suspected fraud when lesser steps were available; if your account is frozen, ask in writing what the bank needs to release the funds. Wells Fargo says legitimate banks do not ask you to transfer money.\n\n## How complaints actually go\n\n- Wells Fargo takes complaints by phone at 1-844-WF1-CARE (1-844-931-2273), Monday to Saturday 7 am to 9 pm Central Time, or at a branch. The page does not say how long a response takes or how to escalate. [Wells Fargo: feedback and complaints](https://www.wellsfargo.com/help/feedback/)\n- A CFPB complaint goes to Wells Fargo for a response, generally within 15 days; a response after 15 days (or after 60 days if the bank asks for more time) is recorded as not timely. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Wells Fargo Bank, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- The Federal Reserve lifted the asset growth cap from its 2018 enforcement action on June 3, 2025; the other provisions of that action stay in effect until the bank meets the conditions to end them. [Federal Reserve, June 3, 2025](https://www.federalreserve.gov/newsevents/pressreleases/enforcement20250603a.htm)\n\n## What tends to work\n\n- A CFPB complaint after the bank's own channel fails: in the 12 months to June 2026, 5,125 of 23,066 complaints (22.2%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=WELLS%20FARGO%20%26%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If an account is frozen, point to the CFPB's 2022 findings: Wells Fargo froze accounts over suspected fraud when lesser restraints were available, and charged overdraft fees when the account had enough money at the time of the transaction. The order required more than $2 billion in redress and a $1.7 billion penalty; the CFPB now lists it as expired or terminated. [CFPB enforcement action, December 20, 2022](https://www.consumerfinance.gov/enforcement/actions/wells-fargo-bank-na-2022/)\n- For Zelle scam losses, a state attorney general complaint is another route. The New York Attorney General sued Zelle's operator, Early Warning Services (owned by banks including Wells Fargo), on August 13, 2025. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n\n## Traps and fine print\n\n- Provisional credit is not final. If the bank finds no error on a debit or electronic transfer claim, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- If the bank decides a credit card charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before it can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- The CFPB's lawsuit against Wells Fargo, Chase, Bank of America and Early Warning Services over Zelle fraud (filed December 20, 2024) was voluntarily dismissed with prejudice on March 4, 2025. Do not cite it as a basis for reimbursement. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/early-warning-services-llc-bank-of-america-na-jpmorgan-chase-bank-na-wells-fargo-bank-na/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"WELLS FARGO & COMPANY\": 23,066. Top products: checking or savings 9,708, credit reporting 3,783, credit card 3,538, debt collection 2,376, mortgage 1,250. Top issues: managing an account 5,642, incorrect information on a report 2,217, a lender or other company charging your account 1,532, negative or legal action taken or threatened 1,375, a purchase shown on a statement 1,310, problems caused by low funds 1,014. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=WELLS%20FARGO%20%26%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 23,066 complaints, 17,941 (77.8%) closed with explanation, 3,209 (13.9%) with non-monetary relief and 1,916 (8.3%) with monetary relief. 23,063 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=WELLS%20FARGO%20%26%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Wells Fargo says bank representatives will not request your password or sensitive information, legitimate banks will not ask you to transfer money or send your card, and your bank will not contact you unexpectedly and pressure you to act. [Wells Fargo: bank scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/)\n- Scams that use the Wells Fargo name come as fake calls with spoofed caller ID, fake texts and emails, fake QR codes, and fake websites placed in search results. Contact Wells Fargo on a number you already trust, not one the caller or message gives you. [Wells Fargo: bank scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/)\n- Forward suspicious messages to reportphish@wellsfargo.com. If you clicked a link or shared account information, call 1-866-867-5568. [Wells Fargo: bank scams](https://www.wellsfargo.com/privacy-security/fraud/bank-scams/)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}