Consumer complaint received 2021-06-07
Company: WELLS FARGO & COMPANY
State: PA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XXXX of XXXX XXXX XXXX XXXX passed away on XX/XX/2021. 
XX/XX/2021 at XXXX XXXX I called Wells Fargo to tell them that XXXX passed away that day. I gave them the account numbers he had. They said they closed the accounts immediately. 

XX/XX/2021 I called Wells Fargo about getting the money. I tried many numbers. It took hours. I was finally sent to Deceased Property & Beneficiary Services. They told me to send a letter, a death certificate and a power of attorney after 30 days. 

Several days later I called to explain that I didnt have to do a power of attorney because in Alaska he had less than {$50000.00}, so I could be a personal representative. I was the only person inheriting his estate. They said to wait 30 days after the death date to have an affidavit done, and send the death certificate and the affidavit, and the letter. They said I had to send a letter to say who I was and request all Wells Fargo accounts closed and give an address where to mail check. I had to include the account numbers. 

XX/XX/2021 - I had the affidavit done on XX/XX/XXXX. I waited a little past 30 days so there would be no discrepancies about 30 days being passed. I sent an envelope that day with my letter, an original Death Certificate, and the affidavit by Priority mail on XX/XX/XXXX. My tracking said that it arrived on XX/XX/XXXX. I called to see when the money would be available, and the agent said it would not be processed right away because of the backlog they had. 

XX/XX/2021 I called about the process. The agent said it would take another 6 to 8 weeks, but it wasnt begun because I didnt have my letter notarized. I told the agent I had talked to two different people, and neither told me I had to have my letter notarized. He said they must have a letter that is notarized. I wrote a new letter and had it notarized that day. I mailed the notarized letter out on XX/XX/XXXX. My tracking said that it arrived on XX/XX/XXXX. 
XX/XX/2021 I called and the agent said it will take two to four more weeks, and that I would get an email when they were ready to send it out. 

XX/XX/2021 I called and the agent said starting on XX/XX/XXXX, it will take 30 business days, so that would be XX/XX/XXXX. Call if I dont get it, and hung up. 

XX/XX/2021 again - I immediately called back and got another agent, since the information did not make any sense. The agent said the lady was wrong earlier today. He said the notarized letter was received XX/XX/XXXX. He said it will be 30 to 33 business days to get the money sent out. If I dont get any email, I should call back. 

XX/XX/2021 34 minutes - I called and the agent ( XXXX ) was on hold awhile to get info. She said since its not probate, they wont send the money to the estate account. I inherited the money, so I have to send another letter and start over again! She said she would email the information of what I have to do. Then they will send the check in my name. 

XX/XX/2021 XXXX called back. She asked for them to send me two documents by email to fill out and get notarized. They will come in three days. Another affidative and another letter notarized is needed. Send Priority. When see tracking is done, call and ask to escalate the process. The letter has to be that the check is made out to me. 

XX/XX/2021 Asked why the email did not come. They said it would come Friday. 

XX/XX/2021 Asked why the email still did not come. They said it would take several more days to get it. Went to Notary and got new letter, new affidavit, and copy of will notarized. Sent priority. 


XX/XX/2021 Told agent ( XXXX ) that the letter was received on XX/XX/2021. She said it did not arrive. I told her I used the tracking number. She asked for tracking number because they didnt have in system. She looked into it and found that it was received. She said they will upload that mail in a week, then work on it in 3 weeks. I requested it to be expedited, as the previous agent suggested. She said she would put that request in. 

XX/XX/2021 Got email from Wells Fargo telling me I had to send a notarized letter of payment instructions, Original must direct the check in your name and Attached small estate affidavit Original. I called to tell them that I already sent these in, and they got them on XX/XX/2021. I explained that I already did all this. After 41 minutes, XXXX came back and said that they did not get these items yet. I gave him the tracking number. After 16 more minutes, he said they were looking for it. Then he came back and said they have all the documents, and they will email when they send the check, in 40 to 45 days from XXXX. I should disregard the email I got today. I told XXXX that XXXX said I could ask them to expedite the process, since they got the first documents on XX/XX/XXXX. He said he would talk to them again about expediting the process ( 1 hour 15 minutes into call ). He called XXXX XXXX but could not get him, so will send him an email. XXXX will call me when he gets info at XXXX. He will place note that when I call again, they should send me through to XXXX next time. He works until XXXX our time, and on Saturday until XXXX, tomorrow. Call took 1 hour, 41 minutes. 

XX/XX/2021 XXXX call to say that team did not get back to him. He will call tomorrow to update. 

XX/XX/2021 Called and asked XXXX for XXXX, but could not be transferred. XXXX said that XXXX will call when the other department gets back to him. 

XX/XX/2021 Called and asked XXXX if I could talk to XXXX. He is not on at this time. She read a document added to my case. Alaska is not on our list of states that authorize funds to be made payable to the decedents estate. Subsequently, deposited into a like titled account. We may release in name of successor, not to estate. I told her we already determined that on XX/XX/XXXX. She put me on hold for over 30 minutes. She said they got what was needed for me to get funds. She said she asked for exception from payment department. She said she sent in an email to escalate. I can not talk to anyone in that department, but she would get a second level person for me. 10 minute hold. XXXX from second level said she can not tell me when money will come. She said I had to go to a Wells Fargo bank, and it can be done quickly. She said I should not have used the mail to do this. I explained that I live in XXXX and am hundreds of miles from their bank, and Im old and XXXX. It may be 40 to 45 business days. She will send email to ask it to be escalated. 7 minute hold. She said she sent the email, and I should call in 15 days to check the status of the case.

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