Consumer complaint received 2022-03-31
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I filed a complaint with Wells Fargo on XX/XX/XXXX, complaint I.D . number : XXXX. The company responded on XX/XX/XXXX. There are multiple inaccuracies in their response which I have attached. My complaint was not submitted on XX/XX/XXXX as the response to my complaint states. In fact, was XX/XX/XXXX. 

My accounts were not closed on XX/XX/XXXX as the response states, but were in fact closed XX/XX/XXXX. I can confirm this after trying to deposit funds into my account at a local ATM with Wells Fargo. I received notice via Email on XX/XX/XXXX that all of my accounts were closed due to XXXX. 

The XXXX issue was brought to my attention from Wells Fargo on XX/XX/XXXX and XX/XX/XXXX as the response states. I responded to this notice of action by going into the XXXX XXXX branch in XXXX XXXX, XXXX on XX/XX/XXXX and provided the banker with the needed documentation and this was confirmed by the banking department within customer service via phone which can be verified with the branch as well. I then opened a business account with a joint owner on XX/XX/XXXX with no issues at the XXXX XXXX branch in XXXX XXXX, XXXX. All needed documentation was provided at this appointment as well. 

The accounts were not updated on XX/XX/XXXX as the response states, as I was advised by online banking, that the transaction previously inside the branch when the received correct documentation, was not even recorded on file once completed. The visit on XX/XX/XXXX which I sat inside the branch for XXXX hours on hold with the local banker, was not to update my address, but was to see why the accounts were closed in the first place. This can be confirmed by the local branch bankers. 

I was unable to walk into a branch and address the situation with the original banker nor a manager on XX/XX/XXXX, and I was advised to schedule an appointment to address the issue, which I had to drive across town to do the same day at XXXX. The issue was not resolved with the banker at that appointment, which led me to create ANOTHER appointment which prolonged the process and I then spoke with the XXXX XXXX banker on XX/XX/XXXX. 

I was advised by 2 phone bankers as well as 2 branch bankers that the accounts were closed in error and they apologized profusely, and that my accounts would be re-opened and I was provided a ticket number when this would be completed. As of XX/XX/XXXX, my accounts have yet to be re-opened. 

Ticket Numbers : Personal Account - XXXX, Business Account - XXXX. 

The funds that were deposited into my account were mailed and received via cashiers check AFTER the funds were needed which has caused a great inconvenience to myself as well as my family and has caused me great distress. The address also listed in the response that the cashiers check was mailed to is incorrect and was not verified by myself.

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