Consumer complaint received 2023-02-03
Company: WELLS FARGO & COMPANY
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/2022, my savings account with Wells-Fargo was closed due to failure to update my address. The total amount in my savings account at the time was {$2300.00}. The address on my account was unfortunately my previous residence and not my residence at the time. A check was issued to my previous address. Following this error, I have had several interactions with Wells-Fargo , including through social media, where I have seen a complete reluctance on their end to fix said error. 

XX/XX/2022 : Upon realizing that my account had been closed, I contacted Wells-Fargo to ask them about the status of my money. I found out that the check had been sent to my old address, so I asked the representative what my options are. They then informed me that checks are re-issued after 2 weeks automatically if they are not deposited. I asked the representative if my physical presence was required for the check to be re-issued, and she assured me it was not required. I then informed her that I will be relocating to XXXX on XX/XX/2022, and therefore will not be able to physically visit the bank. She once again assured me that the check will be re-issued and sent to my US mailing address, which I updated while on the call. Additionally, during the call, the representative said she will try to reduce the check reissue time to 10 days upon my request. 

XX/XX/2022 : I called Wells-Fargo to find out about the status of the reissued check and was informed that the concerned department was not working during those hours. I was asked to call back during their business hours. 

XX/XX/2022 : I called back once again to speak to the concerned department ( Exception Payments ) and was then informed that the information I received on XX/XX/2022 was incorrect and that checks are not automatically reissued in 14 days. They then told me that I would have to fill out an Account Closure affidavit, have it notarized and submitted to Wells-Fargo . This affidavit would have to be mailed to my US mailing address and there was no way to complete this process by email or online. I was on the phone with Wells-Fargo for a total of 80 minutes for this resolution. 

XX/XX/2022 : Having still not received the affidavit in question, I called Wells-Fargo once again and was bounced from department to department, despite having clearly requested to be transferred to the Exceptions department as I was asked to in prior calls. The representative that finally agreed to help me then told me that the information I was given about the Account Closure form being a solution to my issues was incorrect. They then attempted to get me in contact with the Exception Payment department, but was kept on hold with no response. I was also told during this call that the reason I was bounced from department to department is because I did not request the Exception Payment department and instead requested for the Exception department, which had worked in the past. This call lasted a total of 125 minutes, with no resolution at the end of it. 

XX/XX/2022 : I called Wells-Fargo once again and asked to be transferred to the Exception Payment department. I was on the call for 24 minutes, and once again, there was no response from the Exception Payment department. Out of frustration, I XXXX  and tagged XXXX XXXX. I received a response within minutes, and was asked for the details of my case. I provided all the details, and was sent an email that I would receive a response within 10 days. I did not receive a follow-up. 

XX/XX/2022 : I called Wells-Fargo and was able to get in touch with a representative from the Exception Payment department, who then informed me that the check was reported missing on XX/XX/2022, almost two months after my initial contact. They also told me that I would have to send in a notarized affidavit for the missing check. This affidavit would be sent to my mailing address in the US. The affidavit was not the Account Closure Form, but a completely different affidavit. Due to my reduced trust in the bank, I requested a tracking number for said affidavit, and was denied. I requested an email informing me that the affidavit had been mailed, and was denied once more. Additionally, I was told that I would receive payment only 90 days after my paperwork was received by Wells-Fargo. This is directly contradicted in the XX/XX/2022 section of this document. I informed the representative that I would like to lodge a formal complaint about the way I had been treated, and was told that they would lodge an official complaint. Shortly after, I received an email informing me that the official complaint was lodged and I would be hearing back from someone in 10 days. I did not hear back from anyone. This call lasted a total of 28 minutes with the promise of a resolution, but I was skeptical. 

XX/XX/2022 : I received the affidavit documents that were mailed to me by my friend who resides at the mailing address I provided in the US. After reading the document, it became clear to me that I would once again have to reach out to Wells-Fargo for information on filling out the form, since the information was lacking. The two glaring errors were as follows : On page one of the affidavit, a Stop Payment Fee is referenced, but there is no mention of the amount for the same. 
Only pages 1-3 of 5 were sent in the mail. 
The letter attached with the affidavit mentions a 90-day waiting period from the day of issuance of the initial check. There is no waiting period mentioned after the document is received. 

In conclusion, I agree that there was an error on my part in not updating my address. While I was sent two notices by email by Wells-Fargo, neither of these emails were marked urgent, or addressed specifically to me. They were instead addressed to the 'customer ' and seemed like many generic emails we receive from organizations. Further, I have seen a reluctance on their part to help me fix this error, to the point that speaking with their representatives has been such an unpleasant experience, provided I am able to reach them. I believe that I am entitled to my own hard earned money, and the bank I trusted with it should be available to help me get what is rightfully mine.

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