Consumer complaint received 2020-06-24
Company: WELLS FARGO & COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/2020 a deposit account was opened with Wells Fargo with a {$50.00} opening deposit that posted to the account on XX/XX/2020. In subsequent weeks, beginning on XX/XX/2020 the account began receiving benefits from the Department of Labor.  These direct deposit transactions were for third parties who have given authorization for these benefits to be deposited into this account on their behalf, while they were in the process of opening bank accounts of their own. Weekly payments were routinely deposited into the account with no withdrawals. On XX/XX/2020, Wells Fargo informed me the deposit account was slated for closure by XX/XX/2020 due to " one or more money transfers to your account reported as unauthorized. '' I contacted the Department of Labor at XXXX EST on XX/XX/XXXX and confirmed that the transfers into this account was authorized and not in dispute. I then confirmed with the third parties their continued authorization. Upon speaking to an agent in the Prevention Contact Center at XXXX EST on XX/XX/XXXX, I was informed that I would need to come into a branch to prove my identity. I scheduled an appointment the same day and met with XXXX XXXX at the branch located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX on Wednesday, XX/XX/XXXX at XXXX, who informed me, after conferring with his manager and his contact at the Prevention Contact Center, that I would need to return with the third parties in order so that they are able to confirm their authorization in person, to a Wells Fargo representative. Upon doing so, access to the funds would be restored. The same day, at XXXX EST, I confirmed this with an agent at the Prevention Contact Center. 

I informed all parties that one individual was immunocompromised and would have severe difficulty in coming to the branch and was told that a fax containing the required documentation would not be sufficient and that despite her age and preconditions, she would need to come in person to a branch. 

I arranged transportation for all parties to come into the branch with two forms of identification, as asked, along with confirmation of authorization from the Department of Labor. On XX/XX/XXXX and XX/XX/XXXX, I met with XXXX at the aforementioned branch, who reviewed the case and confirmed the account would be reinstated if all the necessary documentation was provided before XX/XX/2020. This was doubly confirmed by an agent that he spoke with at the Prevention Contact Center. He made copies and faxed over the necessary documents during each visit. On XX/XX/XXXX at XXXX EST, I went into a Wells Fargo branch at XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX and was informed that despite providing all of the necessary documentation, the account would continue to be restricted. As of today, XX/XX/2020, the account continues to have all withdrawals restricted.

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