Consumer complaint received 2022-11-18
Company: WELLS FARGO & COMPANY
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
XXXX XX/XX/XXXX Dear CFPB, I reported this complaint to the XXXX on XXXX XXXX and they confirmed that my complaint was forwarded yo your office on XXXX XXXX. However, when I called both offices today the CFPB could not find my complaint and asked me to resubmit the same. 

I am at my wits ends and very frustrated with the chain of events, mistakes and miscommunications with Wells Fargo Bank that I had to endure over the last few months. I am now very concerned, stressed and facing financial loss and I want to appeal to you for assistance. I have been a faithful customer of Wells Fargo since XXXX. I have registered many complaints over many months with several members of the banks Executive Case Specialist team, but all of my attempts have resulted in little to no action or NO resolution. I am attaching the latest complaints I sent to the Executive Case Specialist team and the responses. This will give you a good indication as to what I and my family have had to endure over the last few months and continue to endure and suffer as a result of the ineffectiveness and unjust actions of the bank. 

I have been asked to close my account because I do not have a physical address in the USA and rather than help me transfer my money to another bank in the USA, I am given the round around. I had two CDs which matured in XXXX and XXXX and rather than release the money to my checking account, which would have been the sensible thing to do, the bank renewed my two CDs at a ridiculous rate of 0.02 %. Why would Wells Fargo do this when they wanted me to close my account? Now I have to fill an account closure form and I have to notarize the form at a US XXXX, as I live XXXX. This is not possible for me as I am not a XXXX XXXX  and have no easy access to the XXXX, and this will also cost me more money. In addition, it is now XXXX and I am incurring serious financial loss because I have NOT been able to access and reinvest a substantial amount of my money through my new bank. In addition, I am paying my new bank a monthly fee of XXXX XXXX because I have not met the minimum balance of XXXX. This is unacceptable. 

Furthermore, the Wells Fargo has withheld taxes claiming that my wifes details ( citizenship and date of birth ) did not match their system of records with the details on the XXXX form XXXX submitted twice. Both my wife and I have had the account at Wells Fargo since XXXX and have submitted many XXXX tax forms in the past with NO problem. We are not XXXX XXXX or residents and are not required to pay XXXX taxes. I clearly pointed out that the bank does not have the correct information on file because I have had no problem with my tax forms in the past. 

I can also confirm that the bank has NOT been able to keep accurate records of my contact information ( overseas international address and phone number ). Over the years I have brought this matter to the attention of the bank and they were NOT been able to resolve or fix this, claiming their system could NOT accommodate international formats. So, the bank has proven in the past that they have not kept accurate customer records. Most recently it took me months to have my address and contact information updated accurately. While the bank claims that the information is accurate now, it still does not reflect the same accurately through my online account. How can I check my contact information if I can not see that it is correct on my online account? Consequently, how can I believe that Wells Fargo has accurate records of my wife to confirm what I entered in the tax form? I asked that the bank check their records for a copy of my wifes passport, which they should have on file to verify her citizenship and XXXX, which has not changed over 60 years!! It is as simple as that and the bank has failed to do this to find a resolution, so that I can have ALL of my withheld taxes returned to me immediately. 

To make matters worse, a new debit card was ordered as my old one is due to expire soon and was mail to me with the INCORRECT address. The bank did NOT add the country on the last line of the address and instead the last line was a repeat of the line 2. I raised this immediately with the bank, who claimed they had the right address on file. So, how did they send a letter out with the wrong address if my address was correct on file and even worse, how can a bank send an international letter without the country listed? This only proves and confirms that Wells Fargo can not keep accurate records and this clearly indicates the problem I am having with my tax form. Wells Fargo does NOT have the correct information and their system of records is inaccurate and I have to suffer for this. 

I appeal to you to please help me to end this nightmare. I await your assistance and quick action for a fair and just resolution. 

Reference : Wells Fargo XXXX    number : XXXX Account number ending in : XXXX Thank you very much. 
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