Consumer complaint received 2016-10-26
Company: WELLS FARGO & COMPANY
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
This communication has the purpose of submitting a formal complaint to Wells Fargo for what I consider the inappropriate handling by your part of a case regarding XXXX account that I have at that bank. I have been trying to solve this issue for 18 months now with no solution in sight. 

Let me explain my case below : In XX/XX/XXXX or XX/XX/XXXX I opened an account in Wells Fargo Bank , NA in the Office located at XXXX XXXX, Fl XXXX. 

During the second half of the year I learned that this account had been subjected to fraud. Therefore, I contacted the bank with the purpose of finding a solution for this inconvenient due to the fact that my account registered unauthorized withdrawals for the order of approximately {$2000.00} On XX/XX/XXXX received the following communication via email in which you stated that a provisional credit had been applied to my account while the investigation proceeded : Later in XX/XX/XXXX, I received confirmation that the case had been properly resolved Investigation has been completed ATM/Debit/Prepaid Card Claim Reference Number XXXX XXXX : Debit Card XXXX Thank you for your patience in the time required to review your claim. We have completed our investigation of this claim and determined that an error did occur. We have sent a letter by mail with the details of ourinvestigation. 
Despite this, the bank notified me that in order to activate my account I had to go XXXX of your agencies. 
On XX/XX/XXXX I traveled to the XXXX, specifically to Washington DC, and went to XXXX of your agencies in XXXX located at XXXX Washington DC XXXX. XXXX, XXXX XXXX XXXX XXXX Representative, was the person who took my case and guided me through the required steps to reactivate my account. 
The Representative put in me in contact with the XXXX Department. They asked me specific questions to verify my identity and then, from what I understood, XXXX received authorization to activate my account. 
For this purpose, several actions took place, among them online password changes, the request of a new debit card and a new password change. 
I went out of the bank thinking that the problem had been successfully solved and that I could use my account normally ; thus, on XX/XX/XXXX, I deposited {$5000.00} in my account. 
Then I tried to transfer that money to another account but I was n't able to. In consequence I contacted Customer Service on XX/XX/XXXX, and they notified me that my account still had transfer restrictions. 
They told me that I should make a new trip to your offices to reactivate my account which should have been done during my visit in XX/XX/XXXX. 
I ca n't travel back to the XXXX in the short term due to health issues and the fact that I live in XXXX, XXXX. Besides, the reason why I ca n't use my account normally is due to restrictions imposed by the bank ; or at least that is the information that the XXXX Department shared with me the last time I spoke with them. 
In consequence, I request your assistance in this case in order to lift the restrictions still in place in my account. 
Thanks, XXXX 
XXXX XXXX : +XXXX ; XXXX : +XXXX ; XXXX : +XXXX

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