Consumer complaint received 2023-07-10
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Wells Fargo Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX To Whom It May Concern, I hope this letter finds you well. I am writing to express my deep anger and frustration regarding an incident that occurred with my Wells Fargo account. I believe it is essential for you to be aware of the distressing situation I experienced, as it has caused me significant emotional turmoil during an already challenging time. 
On XX/XX/XXXX, my beloved husband,, passed away. The days following his passing were filled with grief and overwhelming sorrow. Unfortunately, on XX/XX/XXXX, when I attempted to use my ATM card, I discovered that it was not functioning. Distressed and confused, I visited my local branch to seek assistance. 
It was at the branch where I finally encountered a manager who informed me that according to their records, I had been declared deceased on the XXXX XXXX XXXX XXXX This shocking revelation was both bewildering and deeply distressing. To rectify this unfathomable error, I was instructed to obtain a declaration of life and have it notarized, a process that added unnecessary burdens to an already challenging period. 
In my attempts to resolve this matter promptly, I encountered a series of obstacles that only added to my frustration. It took ten individuals, each providing varying degrees of assistance, to finally unlock my account. The lack of urgency and efficiency in addressing this situation was disheartening, particularly considering the gravity of the error. The manager I spoke with admitted that he had been employed at Wells Fargo for ten years and had never witnessed such an incident, leaving me feeling even more bewildered and unsupported. 
Given the circumstances surrounding my husband 's recent passing, I hope you can understand the heightened emotions I was already experiencing. The timing of this incident, occurring on the eve of the celebration of life for my late husband, compounded my distress and left me feeling incredibly let down by Wells Fargo 's handling of the situation. 
While I appreciate the verbal apology offered by your staff, I firmly believe that mere words are insufficient to address the gravity of this error and the emotional toll it has taken on me. I expected more from Wells Fargo, a financial institution I have entrusted with my financial affairs for many years. 
Therefore, I kindly request a formal investigation into this incident to understand how such a grievous mistake occurred and to prevent it from happening to any other customer in the future. Additionally, I believe it is imperative for Wells Fargo to take tangible steps to compensate for the distress caused, both in terms of the emotional toll and any financial repercussions I may have incurred as a result of this error. 
I trust that Wells Fargo, a reputable institution with a long-standing history, will take the necessary steps to rectify this situation and restore my faith in your services. I genuinely hope that no other customer has to endure the emotional distress I have experienced due to such an avoidable error. 
I look forward to your prompt response and a resolution that acknowledges the severity of this matter. I can be reached at the contact information provided above should you require any further details or clarification. 
Thank you for your attention to this matter. 
Yours sincerely,

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 monetary relief