Consumer complaint received 2020-09-25
Company: WELLS FARGO & COMPANY
State: ME
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
My case was closed prior to resolution so I am filing again with more information included. First is the original complaint, then my reply to the Wells Fargo Bank response with more complaints against Wells Fargo Bank as the response they provided was misleading and inaccurate - please read and compare my original complaint with that of my reply to Wells Fargo Bank. 

Compaint : Prior to sending this transfer request I checked and rechecked with Wells Fargo to confirm that I was in fact mailing them all of the required documentation needed to process my request as there are specific forms and documents that are required - they confirmed that I was in fact sending them exactly what they needed in order to process my request which included notarized written instructions from me showing my signature. A transfer request was sent by me via next day  mail to Wells Fargo with delivery confirmed on XXXX. The request was to transfer XXXX from one account and XXXX from another account into one account at a XXXX XXXX  - both accounts at Wells Fargo are in the name of my Mother who passed away on XXXX ; I am the personal representative. The background is I had full access to these accounts to help my Mother manage her finances and I am also a long time Wells Fargo customer having several active accounts with them at this time. After about 5 days I called Wells Fargo and they confirmed receipt of the required documentation and also confirmed that the documents had been scanned into their system and ready for processing. They confirmed that it would take about 20 days to process. After about 20 days I called and they said it would take a little longer perhaps 30 days from date of receipt to process. I waited and called again after about 30 days and they said it would be processed within one week of my phone call. I called back after about one week and they said they needed me to fill out form W-9 and mail it back to them and that they would then be able to complete my request ( I was not previuosly informed by Wells Fargo that this form was actually a requirement even after checking and rechecking with them ). I confirmed that the requested W-9 form was delivered to Wells Fargo on XXXX at which time I ask them when my requested transactions would take place and the Rep stated it would take another 24 days. Based on the response so far I have no confidence that my requested transactions will be processed after another 24 days of waiting. Furthermore, on a personal note this is particularly cruel to hold me XXXX by not performing the requested very simple, everyday transactions ; especially after the passing of my Mother and the fact that I have funeral expenses to pay from these particular funds. To add insult to injury, I am the one that recommended to my Mother that she put her life savings into Wells Fargo accounts.

My reply to the Wells Fargo Bank Response : Thank you for your response and this opportunity to elaborate further on my complaint against Wells Fargo Bank. Below please find excerpts from your response with my commentary for each excerpt : At Wells Fargo, we pride ourselves on developing and maintaining quality financial relationships and strive to consistently deliver the exemplary service we know our customers deserve. We want to let you know that our intent is to provide hassle free service to all customers with the most professional, courteous and efficient customer assistance possible. It is important to know that trust, privacy and maintaining our customers confidence are important to Wells Fargo, and we want customers to be confident that their relationships with Wells Fargo are treated appropriately. 

I have not, in any way, received exemplary service from Wells Fargo Bank, nor has my experience been hassle free ; I have completely lost confidence in Wells Fargo Bank. While I will say that several of the customer service representatives I have talked to since early XXXX have been very nice, this brings me to several valid points that Wells Fargo Bank should try to understand : 1. Wells Fargo Bank has not assigned a dedicated representative to my case. 2. Wells Fargo Bank has not provided me with an email contact. 3. Each time I have called Wells Fargo Bank about my case I have been connected to a different  customer service representative, and my case information and timeline is not available to them, and each time I have a question the customer service representative I am speaking with has to put me on hold and call someone else at Wells Fargo Bank to try to find the answer. I contrast my experience with Wells Fargo Bank with that of another financial institution I have been dealing with for a similar type of transaction, which they accomplished in a timely and professional manner : 1. I was provided with a representative that personally handled my case. 2. The representative provided me with a direct line phone number and an email. 3. The representative was able to answer all of my questions immediately and was thoroughly familiar with all of the requirements, implications and scenarios and other pertinent aspects. 

We understand you were transferring the funds from the accounts for XXXX to your account at XXXX XXXX  since you are the Power of Attorney on those accounts. However, the Power of Attorney is terminated on the date of the principals death.

This is a clear misrepresentation of what I actually and factually stated in my complaint to Wells Fargo Bank here is the exact quotation from my complaint : ... I am the personal representative. The background is I had full access to these accounts to help my Mother manage her finances and I am also a long time Wells Fargo customer having several active accounts with them at this time ... Why Wells Fargo Bank is so flagrantly misrepresenting what I said in my complaint is very troubling. My wording is clear : I am the personal representative which is the same as  the executor for the estate of my Mother this is a legal designation conferred by the Probate Court. The meaning my wording was conveying is that I am a long time customer of Wells Fargo Bank, so if Wells Fargo Bank was to look up my history, perhaps that would make things easier for both Wells Fargo Bank and myself ( I used Wells Fargo Bank, my former employer used Wells Fargo Bank, my Mother used Wells Fargo Bank ). 

We understand you were transferring the funds from the accounts for XXXX to your account at XXXX XXXX since you are the Power of Attorney on those accounts. However, the Power of Attorney is terminated on the date of the principals death. Our records show that on XX/XX/2020, you spoke to our XXXX XXXX representative and were informed that we received the Notice of Death document. You were also requested to provide the W-9 and the EIN ( Employee Identification number ) to complete this process. We understand you mailed these documents and received a conformation that they were delivered. The XXXX XXXX XXXX representative called you on XX/XX/2020, and were unable to reach you. Since, we did not receive these documents please provide the tracking number for these documents to the XXXX XXXX XXXX by contacting them at ... 

Again my wording is misrepresented. I am not requesting this transaction as Power of Attorney. Let me make this clear : As stated in my complaint I am the personal representative which is the same as the executor for the estate of my Mother this is a legal designation conferred by the Probate Court. Then the Wells Fargo Bank response states that I was informed that they had received the Notice of Death - this is a false statement by Wells Fargo Bank as the representative I was speaking to at the time was unable to provide me with any information at all about my case in fact I am the one who provided the representative with the background information and timeline, and told the representative that all of the required documents had been scanned in for processing by Wells Fargo Bank back in XXXX as told to me by a different Wells Fargo Bank representative. Also note : I actually stated at a XXXX XXXX  not at XXXX XXXX   You were also requested to provide the W-9 and the EIN ( Employee Identification Number ) to complete this process. We understand you mailed these documents and received a conformation that they were  delivered. The XXXX XXXX XXXX representative called you on XX/XX/2020, and were unable to reach you. Since, we did not receive these documents please provide the tracking number for these documents ... 

I am flabbergasted. When I sent the original set of requested documents to Wells Fargo Bank Wells Fargo Bank was unable to find the documents without the tracking number, so I gave it to them so they could find it. Both mailings were sent Priority Mail with tracking numbers and confirmed as delivered to Wells Fargo Bank, however in both instances Wells Fargo Bank is unable to find mailed documents unless they have a tracking number which tells me Wells Fargo Bank has no system in place, no way to inventory mail and deliver inter-office to the appropriate department. Having said that I will call and provide Wells Fargo Bank with the tracking number if that will help Wells Fargo Bank complete my transfer request. 

We are truly sorry for the frustration and inconvenience this matter has caused you. 

Thank you for the apology however customers do not want apologies, they want action, consideration, professionalism and honesty - especially for something as simple as a transfer request. 

I am submitting this to the CFPB so that my complaint will stay open until actually resolved as the above is now submitted as one complaint letter.

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