Consumer complaint received 2018-05-01
Company: WELLS FARGO & COMPANY
State: IA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I recently got off the phone with my previous employer, Wells Fargo Home Mortgage, on XX/XX/XXXX in attempts of starting my rollover process only to find out that they closed my account. I spoke to XXXX, the current holder of my 401k, prior to this conversation to begin the process and had everything done and finished with them. The representative was so kind to even guide me through their website, helping me make any adjustments necessary to match my needs and start my rollover. I only needed to speak to Wells Fago. 

So I spoke to Wells Fargo. Again. 

I actually spoke to a representative on XX/XX/XXXX to begin the process, but the representative wasn't very willing to help me out. Only a few minutes was spent on the call as I explained to the representative that I was unable to log into my retirement account. I've tried logging in multiple times but each time it would spring up as an unknown error and to call the representative. When I called, the representative told me to simply go onto the main webpage and enroll there since I didn't officially have any Wells Fargo accounts. I only had a team member account, one that I quickly realized that I no longer have access to. 

Without further help on the matter or any attempt to help start my rollover right then and there, she disconnected and I went online to register. I ended up being unable to register due to some technical error in the system, I ended up doing the same thing that I'd attempted to do earlier, and even now the issue remains unresolved. 

I decided to try again and give Wells Fargo a call again today, XX/XX/XXXX. After being transfered from representative to representative, I was able to talk to someone who was able to pull up my account, although it wasn't very much of a conversation. She told me that I was issued a check just a few days earlier, XX/XX/XXXX, a week after my attempt to begin my rollover with the other representative. Informing me that my previous balance was now cut by a few hundred dollars and that I will be charged penalty fees for not meeting the deadline that I was never informed of. 

I remained patient and willing to wait as she looked up my files and asked her if there was anything I could do to get the rollover started since I've spoken to the representative before and had issues logging in but the representative remained stern and gave me no further options. At the end of the conversation, she had the audacity to ask whether or not I was willing to start a retirement account with Wells Fargo and that she'd be happy to help me start one. 

Throughout the entire process I felt as though I received no help at all from Wells Fargo on the matter, I was only turned to opening new accounts with them each time. Unaware and uninformed, Wells Fargo stripped me of the money that I've been building with them as a dedicated team member.

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