Consumer complaint received 2024-01-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX, I went to a Wells Fargo branch in XXXX at XXXX XXXX the time of the appointment I made. XXXX XXXX, tried to assist me with my request starting at about that time. What I wanted to do was to close a CD that matured on XX/XX/XXXX and have the funds transferred to my checking account. I was told previously over the telephone that this could not be done on-line nor over the telephone and I had to make an appointment to visit a branch in person to get it done. So I did. It took XXXX XXXX over 2 and half hours, called multiple departments within Wells Fargo to finally accomplish it for me. He was clearly frustrated and embarrassed enough such that his XXXX XXXX XXXX went off. 
I had multiple CDs coming to maturity in XX/XX/XXXX, XXXX, XXXX and another one in XXXX. 

When I invested in the CDs, it was easily accomplished on-line. I do not understand and refuse to accept that to discontinue the automatic renewal of the CDs, it could be done on-line, or over the phone, and I had to visit a branch in person on the date of maturity of each CD and this process could take 2.5 hours each time. 
I made an appointment to visit a branch on XX/XX/XXXX. But I also called Wells Fargo 24hour customer service number on XX/XX/XXXX. Passed to XXXX, her supervisor XXXX and eventually to her supervisor XXXX XXXX. He read the internal rules carefully and repeated some to me over the phone and concluded that my request to discontinue the automatic renewals of the CDs on maturity and have the funds transferred to my checking account at the bank poses no risk to the bank and he could approve it. I asked him to twice to make sure and told him I had made an appointment on XX/XX/XXXX and I would cancel it. He assured what I asked for will be done, there would be no need to visit a branch for each of the maturing CDs. I recorded the call finished at Pacific Time XXXXXXXX XXXX. on XX/XX/XXXX. 

On XX/XX/XXXX, I checked online. Apparently nothing was done. So I called the XXXX support number again. The first line banker XXXX told me to go to a branch, refused to pass me to his supervisor, eventually passed to a complaint department officer XXXX ( male ). After long conversations, XXXX also looked up internal rules and agreed that my request can be done over the phone, as along as I reached a senior enough officer in the first-line. In complaint department, they could not approve the request. Suggested I call the support number again next day. 
I called again on XX/XX/XXXX, was not able to reach any officer senior enough because it was a Sunday. 
I called again on XX/XX/XXXX starting at XXXXXXXX XXXX  XXXX, XXXX XXXX XXXX. After multiple calls, speaking to different officers, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX. It is concluded, as of now, XXXX XXXX XXXX XXXX that I will have to call back again to try to speak to an Executive Officer.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief