Consumer complaint received 2023-09-14
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I visited Wells Fargo at XXXX XXXX, XXXX XXXX, XXXX  to the Wells Fargo branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Prior to the visit, I made an appointment, and specified the main purpose of the visit- my CD was mature. However, there was no instruction from Wells Fargo that I had to bring my ID for this visit. As CD mature is quite simple and straight forward, so I did not carry my ID with me. When I arrived at the branch, the banker ( XXXX XXXX XXXX ) asked for my physical drivers license card to verify identity ; since I did not bring it with me, I provided several alternative ways for identity verification, but they were all refused after XXXX XXXX discussed with XXXX XXXX for a couple times. When I spoke to XXXX XXXX, she told me that two forms of physical IDs were required all the time, not only CD mature, even for depositing money ; other verification methods that I proposed ( Wells Fargo app login, account information, text/phone verification, photos of IDs etc ) were not accepted in branch. I am not sure if it is true, but it is indeed disappointing that the branch visit made it more inconvenient than online/phone banking. Moreover, I have no problem with strict requirements, but it is not informed at all by any means. This inadequate communication makes my visit a complete waste of time. 

Besides the concern about insufficient communication about requirements from Wells Fargo, I was also frustrated that XXXX XXXX XXXX, the banker, was very inexperienced. I was at the branch for 25 minutes, as XXXX XXXX needed to discuss with her colleagues at the back office on every question that I asked, so most of the time of my time I was waiting for her, but the fact that my request could not be fulfilled made my wait meaningless. 

Also, I am concerned that the customer privacy may be at risk, because during my visit, when I talked to XXXX XXXX at her desk, her colleague, a gentleman banker, appeared to overhear our conversation, and instructed XXXX XXXX what to do. The gentleman sat right behind her assisting another customer during my visit, and overhearing behavior indicated the compromise of customer privacy despite under a 1 on 1 discussion. 

When I was about to leave the branch after wasting about half an hour of my time, I expressed my frustration and disappointment to the manager ( XXXX XXXX XXXX ), and said I would file a complaint for the bad service I encountered during the visit, XXXX XXXX told me they could " submit the complaint on your behalf '', then I declined her request immediately - my exact words were " I do not need you to be on behalf of me ; I will file the complaint myself. '' So, I have no clue why they still disobeyed my decision and summitted a case to Wells Fargo ( case number XXXX ), despite I had told them in person clearly. This disrespect on customers is terrible. 

Above is what I encountered in the branch visit and I would like to complaint against. I can not believe that this is how Wells Fargo branch treated a customer with over $ XXXX deposit. On a separate note, I called Wells Fargo Premier customer service in the evening, and the phone call took me only 12 minutes - including identity verification - and all my requests were satisfied. Besides transfer of mature CD funds, I also closed my Wells Fargo Premier checking account. Frankly speaking, I was not sure what to do next with the CD fund prior to the visit ; but the concerning service during my visit made it very easy for my decision. 

With all due respect, I believe this branch visit was the WORST experience I have ever had so far ; that is why I have to spend additional time to file a complaint. It just sounds ironic that a 30-minute in-person branch visit finished nothing while a 12-minute phone call handled all... It looks to be Wells Fargo 's issues to improve, however, due to these issues, it caused me a loss of interest for at least {$120.00}, not counting on my time and energy wasted in vain for this visit. 

Moreover, XXXX XXXX followed up on the case XXXX after investigation. However, with all due respect, I do not think the information XXXX XXXX enclosed in addition is accurate or sufficient to address the issues. 

Regarding authentication requirments, it is unclear why online and phone banking have more convenient methods for authentication than in-person branch banking ; what is the poinXXXX of physical branches if they make more barriers for customers? 

As for notification, XXXX mentioned " Our branch banker advised they made an attempt to contact you to confirm the appointment but was unable to speak with you '' ; but he could not specify the date and time of the attempt, and to my best knowledge, I was not contacted prior to my visit. I also asked XXXX XXXX if there were any other communications ( such as text messages and emails ) used totake the opportunity to advise me of what I would need, I did not receive any response. 

Last but not least, I think XXXX XXXX oversaw my concern of " overhearing '' - I have no issue with bankers sharing my information internally to solve the problem, but what I encountered was the fact that a banker, who sat behind XXXX XXXX XXXX ( the banker helping me ) and was helping a different customer at that time, overheard my conversation with XXXX XXXX, and talked to XXXX XXXX instantly from his desk to instruct her. It indicated my conversation with XXXX XXXX could be heard directly by a different banker ( and also probably a random customer, sitting in front of the banker, who is a total stranger to me ) without my permission. Therefore, is it acceptable tobank with current branch setting and/or layout ( distance between bankers ' desks, whether to use a separater/shield to prevent overhearing )?

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 explanation