Consumer complaint received 2023-05-22
Company: WELLS FARGO & COMPANY
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I am writing to report an incident concerning the wrongful closure of my Wells Fargo accounts, which has caused significant financial and emotional distress. I am hoping that your organization can help me to resolve this issue and avoid future complications stemming from their errors. 
On XX/XX/2023, I received two checks, each for {$16000.00}, from two, separate aunts upon the closure of my grandfather 's estate. I have attached copies of these checks and their respective deposit slips ( see attachments 1-4 ) and an email from my father, XXXX XXXX XXXX who was the attorney handling the estate and its distribution ( attachment 5 ). Because I was traveling out of the country, I authorized my father to deposit these checks on my behalf in my Wells Fargo checking account. 

On XX/XX/2023, I learned that four of my Wells Fargo accounts were frozen : the main checking account to which the checks were deposited as well as a shared account with my friend and two XXXX accounts for my daughters. My Wells Fargo XXXX XXXX accountwas still accessible, and I was able to use the credit card. 

I immediately called Wells Fargo from XXXX, and a customer service representative informed me that my accounts were frozen on suspicion of a fraudulent check : the check issued by XXXX XXXX from XXXX XXXX XXXX. The second check written by my other aunt, XXXX XXXX, for the exact same amount, had cleared. All my accounts were nonetheless frozen, and I could not access cash from overseas and was reliant upon my XXXX which is often not accepted in XXXX or in XXXX, the next leg of my trip. 

I was instructed by Wells Fargo to request two notarized letters - one from the check writer, XXXX XXXX, to verify that she had indeed written this check, and one from XXXX XXXX XXXX to verify that the check had cleared. Both letters had to include the date the check was made, the amount, and the check number and had to be notarized and faxed to Wells Fargo. I was given case reference number XXXX XXXX and told that my account would be closed on XX/XX/XXXX if they did not receive these documents. 

On XX/XX/2023, my parents went to the Wells Fargo branch to speak to them and to offer any further assistance with this investigation and its speedy resolution. I called this same branch while my parents were there to authorize these discussions in my absence. 

My aunt then wrote the letter requested of her stating she did indeed make the check and went to a XXXX XXXX branch on XX/XX/2023, to speak to them about the second letter required by Wells Fargo. XXXX XXXX XXXX, however, will not fax such authorization letters. It goes against their policy. My aunt explained this in her email to my father ( see attachment 7 ). 
In several conversations with both banks to resolve this matter, neither Wells Fargo nor XXXX XXXX were willing to find a reasonable solution to obtain the required documents to absolve any suspicion of fraud and prevent the closure of all my Wells Fargo accounts. Given the degree of suspected fraud in the U.S. and the fact that these are two large banks, it is shocking that there is no protocol for the successful exchange of documents and evidence to resolve such cases and protect their customers. 

On XX/XX/XXXX, a letter was sent by XXXX ( and opened by my parents in my absence ) to inform me that the account had been closed and included a cashier 's check ( see attachment 8 ). I was unable to make any further purchases with my Wells Fargo XXXX XXXX card, but I was allowed to pay the balance. 

Upon my return from XXXX, I tried to use my Wells Fargo Rewards account towards the balance on my Wells Fargo XXXX XXXX and saw on my online account that my balance was XXXX points. My balance is, in fact, XXXX points with XXXX points pending ( see attachments 9 and 10 ). I immediately called Wells Fargo Rewards, and I was told that my points were no longer available because they had closed my account. I asked if I could simply use these points towards my XXXX balance, and I was told no. I tried several times to speak with both Wells Fargo Rewards and XXXX XXXX regarding this and could not find any resolution. 

I wrote a letter ( see attachment 11 ) to XXXX regarding this on XX/XX/2023. I received a letter dated XX/XX/2023 from XXXX ( see attachment 12 ), which states that Wells Fargo handles my account, and that XXXX could not be of any assistance in this matter. 

As a loyal customer of nearly 15 years with Wells Fargo and having had two mortgage accounts with them ( in addition to the two checking accounts and the two XXXX ) such actions are egregious. All the evidence they required to resolve this was in our possession and we were proactive in gathering these materials and cooperating with Wells Fargo from the very beginning. Instead, both banks failed to communicate with each other due to their respective protocols, meaning any customer in this predicament would face the same actions. My accounts were frozen and then closed while I was overseas, and I was unable to withdraw cash or to use my 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