Consumer complaint received 2020-04-23
Company: WELLS FARGO & COMPANY
State: NM
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
As usual, when i call Wells Fargo Bank, NOBODY ANSWERS THE PHONE AT ANY OF THE LOCAL BRANCHES. I called XXXX and XXXX and XXXX and nobody comes to the phone. This behavior is 100 % absolutely the same, before the Corona Virus Planned Hoax to wreck the economy began. I called these numbers over and over from XXXX to XXXX. I called Wells Fargo customer service ... ... nobody answers AS USUAL. I called an out of state Wells Fargo and was able to get someone to transfer me to Customer Service ... .who did actually pick up the phone after a short wait. The Wells Fargo agent could Not tell me why when i type in the EIN and Account number of the Trust Account, the Wells Fargo system does not recognize the Trust, leaving me unable to enroll in online banking. The Agent said she would " Set me up '' with online banking ... .to which i told her, no, not yet, i wish to know why the EIN and Account number is not pulling up the Trust information within the Wells Fargo system. She could not give me an answer and instead Transfers me to another Agent. The Agent named XXXX   answers. I asked her before we get started .... '' what did the last agent tell you my issue was '' ... XXXX  proceeds to tell me A STORY, COMPLETELY OUT OF LEFT FIELD that the 1st Agent Created and told her ... ..that has 100 % Nothing to do with my issue. I told XXXX, " the reason i asked is because 100 % of the time, you Wells Fargo people do NOT LISTEN ... and that is why Wells Fargo is in so much trouble around the world ... YOU PEOPLE DO NOT LISTEN THEREFORE YOU CAN NOT ADDRESS PROBLEM SOLVING CORRECTLY. So, i had to explain the whole situation again to XXXX. As i type this complaint, i am on Hold AGAIN, waiting for the next incompetent employee of Wells Fargo ... ... And right now ... .I have been on the Phone with Wells Fargo ... going on 40 minutes and counting. The next Agent named XXXX, tells me that she does not know why the Trust information is not pulling up. I asked her how does someone enroll online and she says on the website. I tell her what i did, then she says You have to call in and that the website does not work for everyone, its random. I then tell her, i would like to set up an appointment with my Local Wells Fargo to close both my accounts and i wish to do it now over the phone because the local branches do NOT pick up the phone and i wont be able to make an appointment otherwise. She then tells me the ONLY times the Bank is available ... leaving me unable to make an appointment. She then goes on blaming the Planned Corona Hoax as her excuse for the bank NOT being available after XXXX. So, once again, i have spent over 1.5 hours on the phone with Wells Fargo and they could NOT solve my issue. They can not tell me why their system will not pull up my Trust account by its EIN and  Account number ... .and they failed to accommodate my schedule, to come close the accounts.

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