Consumer complaint received 2023-02-06
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
On XX/XX/XXXX I received a letter from Wells Fargo in XXXX XXXX, SD addressed to my deceased Father ( passed away over 7 years ago ). They issued him a check fees that were assessed on his account and he was entitled for a refund. I went to the local Wells Fargo and a teller told me I would need to contact the number on the letter. 
On XX/XX/XXXX I called the XXXX # and gave the reference # that was on the letter. I told the assistant that my Father is deceased. He placed me on hold for a minute and then proceeded to tell me they cancelled the check and would send me paperwork to fill out to receive a check reissue and it would take up to 45 days for me to receive the documentation. 

In the middle of XXXX I called the XXXX # and spoke to another person ( XXXX XXXX and told her it had been 45 days and I had not rec 'd. the paperwork. She asked to verify my mailing address. She told me they sent it to the wrong mailing address and had me confirm my mailing address again. She said I should receive the paperwork in 14 days. 
On XX/XX/XXXX I received the letter and XXXX form. I filled out the documentation and mailed back via certified mail along with a copy of my Father 's death certificate. 
On XX/XX/XXXX I received back the green certified mail card with stamped " SIGNATURE ON FILE '' XX/XX/XXXX. 
On XX/XX/XXXX : I called the XXXX # as I did not receive a check re-issue. Spoke with XXXX about the check and she placed me on hold. Came back and said it would take 45 days for a check reissue. I said it has been 45 days. She put me on hold again. She came back and said she did not have any information of whether they issued a check or reviewed the paperwork. I asked to speak with a supervisor. She placed me on hold again. She came back on the phone and transferred me to her supervisor ( XXXX ). I spoke to XXXX giving her the history of this situation and she placed me on hold. She came back on the phone and stated they have reviewed my documentation and everything was in order and it will take up to 45 days for a check reissue. I asked " You just now reviewed the paperwork, and its going to be another 45 days? '' She said yes. I asked " Are you issuing the check today? '' She says that she doesn't control the issuing of checks and that it is another department that issues checks. I asked to speak to someone who does issue the checks. She stated it would have to be the XXXX Department. I asked to speak to someone from that department. She placed me on hold. Came back on the phone and told me that department is experiencing larger than normal volume of calls and that someone could call me back. I asked for the name of the person who will call me. She stated " didn't know ''. I asked if they would call me back today. She stated " didn't know ''. I asked for the title of the person that would call me. She stated " didn't know ''. I told her " I'm not comfortable about how this process is going and that I would contact the State of California. I then hung up the phone.

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