Consumer complaint received 2020-01-28
Company: WELLS FARGO & COMPANY
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2019 my ex-husband and father of my XXXX   children, XXXX XXXX XXXX, passed away. He was both an XXXX  and customer of Wells Fargo Bank. As typical with a death, much paperwork needed completion. This process was very complicated, non-transparent, and difficult with Wells Fargo. I sent many notarized letters and death certificates to many different departments as requested, some were the exact same forms asking for the exact same information to the same departments. XXXX father completed many of the same forms and provided the same death certificates. There was no communication between departments and it was difficult to reach an agent that could help. Wells Fargo does have a death benefits department that has a voicemail instructing to leave a detailed message and the promise of a return call in 24 hours, but this did not happen. Calls went unreturned for days if they were returned at all. This department did not coordinate any efforts for death benefits for this employee or provide comprehensive information for a survivor and estate executive. Contacts were made to life insurance, payroll, and multiple other unknown departments that I was passed around to. During this process, I contacted the local XXXX XXXX Wells Fargo branch at the end of XX/XX/XXXX asking that XXXX accounts be put on hold to avoid any further transactions or activity in any of his accounts. I was told that I could not request that. I asked if I could come into the bank to sign any forms or affidavits to accomplish this and was told that I could not without a court order. I contacted a larger corporate Wells Fargo executive assistant ( which I was told is the highest level of associate able to assist customers ) and asked that accounts through Wells Fargo be deactivated so no further transactions would occur while we were determining if probate was necessary. I again contacted the larger Wells Fargo offices asking for accounts to be deactivated and made them aware that XXXX estate was worth much less than {$75000.00} and able to be taken care of by myself without going through probate. I read them the Minnesota law allowing this. Last week I was told by XXXX XXXX Wells Fargo that since XXXX had been the acting XXXX XXXX when he died there was no replacement manager and other employees did not know what to do and gave incorrect information. Last week when formally closing the account, an employee admitted to the error on the banks end and apologized. She told me someone would contact me and that has still not happened. 

My issue with all of this lack of cooperation, inaccurate advice, and failure to move forward in deactivating XXXX accounts has resulted in more than {$3000.00} being withdrawn from his account during this time. I had thought the matter was settled long ago until I recently began receiving XXXX mail and found a checking statement showing recurring bill pays that were still active. Interestingly, 13 of the 15 bills being automatically drafted were by Wells Fargo for loan payments and savings accounts. Upon discovering this, I contacted the local Wells Fargo branch in XXXX XXXX to ask why the account was still active and what I needed to do to put a hold on this. The manager, XXXX, did not know and said she would get back to me. I then contacted corporate Wells Fargo and spoke with an executive associate who again informed me they were the highest level to talk to. I was told I needed to contact my local branch office, bring in a death certificate, and create a letter requesting to put a hold on the accounts. I informed him that I had already spoken with the bank many times in regard to this. Initially, I was told they couldnt do anything for me with the accounts. Then I was told the same day that the branch office had no idea what I needed to do or how to do it. I explained this, and there was no other direction. I proceeded to the local branch office and presented my letter, a copy of the death certificate, and informed them that I wanted his accounts deactivated. The manager said she was unsure what to do with any of that and would check with her manager. Several days later, I was told I needed to complete a notarized affidavit and meet with a banker to close the accounts. Exasperated, I told her I had completed the exact form previously and then sent it to the corporate Wells Fargo as requested. I had contacted the local branch and asked to do it locally and was told I could not. I asked if I could come in to complete paperwork and was told I could not. There was a tremendous amount of confusion, misinformation, and lack of action which resulted in over {$3000.00} in loss that belongs to my children. I believe Wells Fargo Bank needs to replace these funds as the errors were on their part. I did my due diligence without appropriate results.

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