Consumer complaint received 2017-11-24
Company: WELLS FARGO & COMPANY
State: VT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Please see below with regards to blocked online banking with Wells Fargo : I have had no problem with my online banking for the last year that I have had my account since being in America with Wells Fargo. Within the last 2 weeks both my friend and I have had our accounts blocked and were told that it was done by the fraud department. When we called, they told us that they could not tell us why they were blocked and that there is way to tell us over the phone. We HAVE to go into a branch. Please bear in mind that we live in Vermont and work in the middle of nowhere. The closest branch is 73 miles away. On top of this we are international workers and do not have any transport. We now have to possibly find people who are prepared to help and pay them to try and help us to go to a branch to get help since they are REFUSING to assist us over the phone. 

I called them this morning ( XX/XX/17 ) and was told that the normal online banking department could not help me. They told me that they had to send me to the Fraud department. I then spoke to 3 different people in the fraud department and they all told me that they do n't know the problem, i have to go in and then they will be able to assist me. I also have to take 2 forms of ID with me into the bank. The more I explained to these people that i can not get to a bank, the more they explained they can not help me. 

I find it pathetic since answered all the questions they asked including my last transaction etc etc etc. I have all the names of the people i spoke to and the times of the calls. What I also find ridiculous is how not one person could give me a reference number for one of my phone calls.

Additionally, i also received an email from Wells Fargo on XX/XX/XXXX saying that my account communication had been changed from email to post/mail. I never requested this and neither did my friend but she also received this email from you. I personally believe that you have a glitch somewhere in your system that not one of your employees is able to detect which i think is beyond unprofessional. 

I have not updated info that needed to be verified, I have not done anything suspicious that calls for them to review my activity and therefore block it and when I call there is no one that can assist me, including your managers that I spoke to. 

I am also not sure if it is because we are both International and you are therefore not interested in assisting us as you would a citizen or if your overall incompetence is just a general work ethic with all your clients. 

What I would like to have happen is : a reason as to why our my account was blocked, a reason why none of your employees could assist me and i would like to have this resolved within 48 hours although i am sure thee may be some excuse since it is now the weekend.

Please see to it that this is resolved immediately. 

Thank you.

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