Consumer complaint received 2021-08-26
Company: WELLS FARGO & COMPANY
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
I received a letter from Wells Fargo informing me of unclaimed property ( on or around XX/XX/2021 ). In this letter, WF states that I have 30 days to collect the funds from them, or else it will be sent to the state of MN unclaimed property division. I have spent the last month + trying everything to collect this property ( a cashiers check ) from Wells Fargo, who seems to be choosing to not staff their unclaimed property department. Efforts include, calling number as directed to on letter ( no one staffs it ), emailing ( no one responds ), calls to executive complaint department ( lots of promises, followed by ignoring calls/attempts to reach out ), and visiting a branch with passport and drivers license ( to verify my identity ), all efforts seem to be ignored or super slow walked by Wells Fargo.

Attaching a photo of the initial letter to me, as well as screenshots and emails showing that Wells Fargo is ignoring my requests. I Simply want what is mine, and am unsure how to collect it at this point. If you call the number in the initial notiffying letter, you will encounter a pre-recorded message that states that they are not staffing this phone line, and directs callers to email ( that was sent over a month ago, still unanswered ). I have spoken to numerous case managers and executives, each one passes me to the next and starts the process over, allegedly extending the window for which Wells Fargo can keep my money, accruing interest for them, while ensuring I have no ability to do so ( against my wishes, without my consent ).

I know that Wells Fargo has no problem staffing their collections department, yet when it comes to returning property to their customers, we take the back burner .It 's further enraging that despite all efforts to resolve this issue, I continue to be promised dates/times that pass without any contract from WF , and believe they are intentionally withholding these funds from me. I simply want my property returned to me in a timely fashion. If that's not possible, they should follow the guidance they spelled out in the letter, which includes turning over the funds to the state after 30 days.

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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 monetary relief