Consumer complaint received 2024-01-11
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Money order, traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
Im extremely appalled at the treatment and run around Ive received from Wells Fargo, and Im now filing a formal complaint. It is my hope that this complaint will move the needle regarding my issue, and I will receive the compensation that Im owed. 

In the beginning of XX/XX/XXXX, I received a letter from Wells Fargo addressed to my mom. Apparently, my mom purchased a Wells Fargo Credit Defense product and was eligible for compensation in the amount of {$290.00}. Unfortunately, my mom passed in the spring of XXXX and Im her XXXX XXXX  since my dad also passed a few years before my mom. Before my moms passing, I did contact Wells Fargo and provided the banker at the XXXX XXXX all the pertinent documents regarding Power of Attorney, Estate and Trust documentation for my mom. This process took two days and the banker assured me that Wells Fargo had all the documentation they needed. 

When I received the check in XX/XX/XXXX, I called Wells Fargo dept referenced on the letter ( XXXX ) and spoke with a rep about this matter. I asked him why a check was issued in my moms name, when I had already informed Wells Fargo of her passing in XXXX He was apologetic, but said that since Wells Fargo had the necessary documentation, all I would have to do was bring a copy of my moms death certificate to any Wells Fargo, along with my ID, and the check would be cashed. 

A few days later, I went to my local branch with the documentation and explained the situation to the teller. The teller said she would have to verify this process with her branch manager before cashing the check. She later came back and said I would have to sit down with a banker to cash the check. So, I made an appointment with XXXX XXXX for XX/XX/XXXX at XXXX XXXX. I showed up for my appointment and was instructed to wait for XXXX. After waiting 15 minutes, I had another banker approach me asking if I had an appointment. I confirmed that I had a XXXX XXXX  appointment and the other banker asked me to wait since my banker was running late. At XXXX XXXX, my banker still hadnt called me and I was getting very upset that my time was not being valued. A different banker approached me and apologized, and again asked me to wait. At this point, I was ready to leave but at XXXX XXXX  XXXX approached me and asked me to her office. She apologized for the lateness and said she had no knowledge of my appointment with her! XXXX stated she thought she had at least an hour break from her last client, and literally was just sitting in her office while I waited for 30 minutes. So this already upset me greatly. 

I sat down with XXXX and explained that my mom was deceased, Im her sole survivor and executor, and Wells Fargo customer service stated I needed to meet with her to cash this check. I gave XXXX a copy of the death certificate, my ID and secondary form of ID. I also told her I have my moms legal documents if she required this documentation. However, this information was taken and copied, ad-nauseam, before her passing. So all this information is already in Wells Fargos system. XXXX called the number on the letter asking them what else was needed to negotiate the check. The rep she spoke with instructed XXXX to make a copy of the death certificate, my identification, and that Wells Fargo would issue a check in my name in 20 days. XXXX asked me to surrender the check issued to my mom, and I was reluctant, but I did give it to her. I did ask XXXX to make a photocopy of the check before she destroyed it, so I would have it for me records. I told XXXX that I was worried Wells Fargo would not come through and they would bait and switch me. XXXX assured me that this would not happen, and if any issues arise, I could call her directly. 

Well unfortunately Wells Fargo did not come through as I was assured. I returned from out of town for the holidays on XXXX, and received a letter from Wells Fargo. I thought it was the check issued in my name, but I noticed the document was again addressed to my mom. When I opened the letter it stated that now Wells Fargo needed my name as it should appear on the check, Payee Name Change documentation and Power of Attorney. This infuriated me as : A ) Power of Attorney is not required AFTER someone dies, and B ) Ive already provided this documentation to Wells Fargo in XXXX I called XXXX and discussed this issue with her, and XXXX asked me to come in on XX/XX/XXXX at XXXX XXXX  with the letter and documentation. XXXX said she would help me and fix this issue at my next appointment. 

Today, XXXX, I showed up for my appointment and XXXX wasnt even in the office. So again, she has continually failed and disappointed me with a very simple matter. I was greeted by XXXX XXXX, who said he would be able to assist me. I explained the situation to XXXX and gave her the letter I received, along with my ID. I also brought Power of Attorney, all my moms Estate, Trust and Will documentation. XXXX called the number on the letter ( XXXX ) and was eventually transferred to XXXX ( # XXXX ) in the Product Remediation Dept. After a brief conversation, XXXX asked to speak to me. As to why, I was puzzled, but I spoke with her and verified my information. XXXX said she would need to pull up my moms death certificate in order to facilitate this process. After being on hold for 5 minutes, XXXX stated she was unable to pull up the death certificate. I told her this was unacceptable because I provided Wells Fargo with the death certificate. While on hold with XXXX, XXXX was able to pull up the death certificate, print it, and provide the copy in front of me while I was in the branch. So I instructed XXXX to work with XXXX so she can obtain the death certificate. Apparently XXXX couldn't do that, as she stated her resolution team would have to pull that document. I asked how long this process would take, and XXXX couldnt give me a basic time frame. I asked XXXX since XXXX has a copy of the death certificate, which was validated by her branch XXXX, could I have her reissue the check, especially since I already came in with the required documentation stated on the letter. XXXX told me I can not work with XXXX, and she has to facilitate this process. Yet she can not give me a time frame on how long this would take. This response is unacceptable! 

I reiterated that this whole process Ive been put through to cash a check less than {$300.00} was egregious. Having to rehash my moms death, bring in documentation that has already been captured since XXXX  only to have every Wells Fargo representative tell me something completely different at each interaction shows nothing but gross incompetence. XXXX said I could speak to the Escalation Team about this issue and asked me to hold while she gets a hold of them. She came back on the line and said the wait time was over 30 minutes to speak to this department. This is when I was fed up with her and Wells Fargo overall. I told XXXX that I will now file formal complaints regarding this issue. I told her this is unfair and criminal to give me the run around for over a month regarding cashing my moms check. 

Ive done everything that was asked of me by this institution since XXXX, and most recently up until XXXX XXXX I see no need to provide documentation such as Power of Attorney, when Ive already done this and my mom has already passed. This document is no longer applicable since she has not passed. It's more than sufficient for me to show up with her death certificate, her Estate and Trust showing that Im sole surviving heir, and her only executor in order to cash this check. Im now filing formal complaints across the board since Wells Fargo will not allow me to cash my moms check and refuse to show good faith efforts to assist me. These moves feel calculated and discriminatory. With the exception of XXXX XXXX at the branch today, no one else at Wells Fargo has even bothered to provide me with a clear timeline to get this resolved, nor act as though they care how draining this process has been for me. I lost both parents to XXXX  XXXX, and I left my career to care for my mom full time while putting my life on hold for several years. This took a financial and emotional toll on my well being, and I was caring for my mom until her last breath. I was even with her as she took her last breath. This was extremely traumatic, my life has never been the same, and I have no other family to help me get through this difficult time. Each time I have to show her death certificate, her estate documents, etc., this triggers my trauma of losing her. I am urging Wells Fargo to do the right thing and reissue the check in my name, so I can cash it and move forward. Again, Ive provided all the necessary documentation asked of me, and Im angry that Wells Fargo keeps asking for the same documentation repeatedly, and yet they can not pull up these documents in their system. This shows how unorganized this organization is, and this issue needs to now be investigated formally.

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