Consumer complaint received 2017-05-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Hi, I received a letter from  Wells Fargo on   X/XX/XX  dated  X/XX/XX  at my current address of  XXXX   XXXX   XXXX ,  XXXX   XXXX  Ca  XXXX . The letter is in regards to  Safe Deposit Box  which I believe was opened in  XXXX . The letter stated that no payment was made on the account for re-occurring annual fee and the last payment was received on   XXXX   ( Almost  XXXX  years ago ). Also, per the letter the safe deposit box has been drilled  ( n ot stated when ) and the content has been inventoried and currently held in their vault. I called the branch on  X/XX/XX  at  XXXX  pm. Spoke to  XXXX  - line  manager  and she said she will find out more and call me back on Monday  (   X/X/XX  ). Received a call from  XXXX  on Monday about  XXXX  am and she stated that I need to come to the back and talk to a personal banker. I took off of work  (  lost  XXXX  hours of paid time ) and came in to the branch located at  XXXX   XXXX   XXXX   XXXX   XXXX  CA  XXXX . At first I was helped by  XXXX   XXXX  ( Personal Banker ) and later assisted by  XXXX   XXXX   (  Branch Manager ). I explained to both of them that my annual fee should have been automatically deducted annually from my checking account all this time which should have been about {$35.00}. Previously, it was deducted from my checking. Both were unable to find any of my safe deposit box information as to when it was opened, how previous payments were made, etc. They kept referring to my current open account  ( Checking and Saving ).   However, I told them over and over again that my current account was re-opened after the  Safe Deposit Box  was opened. My current checking account should have been linked to my  Safe Deposit Box f or annual fees. The accounts that I had ( Checking and Savings ) at the time I opened the Safe Deposit Box were closed due to fraud on my account.  Wells Fargo  rep via phone bank advised me that the best way to protect my finance would be to close my current accounts and re-open new accounts and link my  Safe Deposit Box ba ck to my checking account. I agreed. At the branch  XXXX  and  XXXX  were unable to find any previous history on me or my accounts as they kept stating that my account was established in  XXXX ,  XXXX . Correct! I established a relationship with  Wells Fargo  but not my current account.  XXXX  printed  Checking and Savings  statement for  XXXX  through   XXXX   XXXX   on current account however, in the itemization the last payment made as of  X/XX/XX  for the safe deposit box was not listed. My question to the bankers were - How was that payment made?  XXXX  responded and said it could have been that I came in to make a payment or sent in the payment with a coupon statement. Again, I do n't recall ever coming in to the bank to make an annual payment for the Safe Deposit Box as I do  XXXX  percent of my banking online or through an ATM. Still no valid and or clear and convincing explanation provided by  XXXX . The feeling I got was that I somehow inconvenienced her and I should not bother asking more questions and or investigate further. There were a lot of people present at the bank including customers and other employees and I was extremely embarrassed by  XXXX  treatment of the issue and loud communication.  XXXX  printed a letter and handed to me that was addressed to me and stated that a copy of the same letter was sent to my previous address of  XXXX   XXXX   XXXX .  XXXX  Ca  XXXX  ( my parents current address ) that was dated  XX/XX/XXXX .  XXXX  also stated that my box was drilled and contents were moved as of  X/XX/XX  as well.  XXXX  years ago! I never received this mail and my parents are extremely diligent about handing me any letter, advertisement and or solicitation addressed to me. I called and checked with my parents if they had any new or late mail for me and they said no.  Wells Fargo  reps were unable to tell me whether or not that letter was actually mailed to me or just a record captured on their records and not physically mailed to me. Also, one would find it reasonable to be notified in a reasonable time frame and on a consistent basis for delinquent and or deficient payments as such. Furthermore, stated on the   XXXX   letter was a break down of amount owed such as {$35.00}  Past Due , {$50.00} current due, late fee of {$25.00}. Total of {$110.00}. The letter dated   XXXX   stated a fee of {$220.00} which may be the balance of {$110.00} and drilling fee. Today, I paid {$220.00} to cure the deficiency as stated in the   XXXX   letter.  XXXX  had to complete additional paperwork to request my property back. He stated that I will have my property within  XXXX  hours (  X/X/XX  ).  XXXX  opened a service ticked to find out and get detailed information as he stated that at the time the box is drilled all the records and account information is transferred out of the branch with no records left and branch employees do not have any access to it after that as well unless an inquiry ticket is opened. I came home and called  Wells Fargo  Customer Service to inquire further into this matter. The rep named  XXXX  helped me. I asked him why is that I can not pull statements on my current checking and savings account from the past   XXXX   years as stated on my online account. He said that my account is not visible because I must have banked with another institution who must have been sold and or acquired by  Wells Fargo.  I corrected him and said No. I have always had this account with  Wells Fargo . It was closed and re-opened as my account was compromised. He replied that yes that could be the reason as well. Currently my records show that my current checking account was opened as of   XXXX   and savings account was established as  XXXX . However, no one is giving me any clear information that is accurate as to the chain of events resulting to this issue. I also asked him about when the safe deposit box was opened? How was the annual fee made previously? When was it drilled and what happened to my property? He was unable to find any of that information. I explained my frustration and he told me to work with the branch. I expressed my frustration and difficulty with the branch and he could not help me any further. I told him that I am trying to work with you folks and My next communication will be to the CFPB. I was then transferred to a supervisor named  XXXX   (   XXXX   XXXX    -Wells Fargo Dept )  and she was unable to assist me and stated to work directly with the branch. Again, moot point for me. It 's a lot of uncertainty and no clear and convincing facts laid in front of me as to how and why as to this issue. Also, the letter and communication took a period of   XXXX   years from when the issue was first identified by  Wells Fargo . I have not visited my  Safe Deposit Box  as I did not need the items during that period. Also, the letter of   XXXX   that was handed to me today at the branch has a statement in the letter that states that 'If we do not hear from you after the required holding period we will dispose of your box contents as defined by law ' However, the law is not stated so that the borrower can further research it and know their rights and remedies. I strongly believe that  Wells Fargo  has violated unfair, deceptive, used abusive acts and process to burden me and make it extremely difficult to access my personal belongings at this time. I finally needed to access my box for contents such as legal documents, heirlooms and jewelry ( worth about {$75000.00}  )  to be able to use and wear to attend my grandparents  XXXX  birthday celebration in  XXXX  coming up next week. I noticed that my kids aged  XXXX  passport cards were expired and needed to obtain their birth certificates to obtain a passport card on rush for my upcoming trip. Now unable to get to my documents in a timely manner will result in my family and I missing this important milestone and cancelling our trip as I may not be able to get the passport documents in time for my travel. I have been a loyal  Wells Fargo  customer for about  X  years and was planning to stay with the bank many more years as I like their services offered with various products and online/phone bank customer service. However, I will be looking to open my account elsewhere in the very near future.

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