Consumer complaint received 2018-06-20
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
The complaint involves : 1. An initial denial on the part of personnel at a Wells Fargo branch, beginning on XX/XX/XXXX, of a record for a safety box that I had under my name for 19 years. 

This office is located at : XXXX XXXXXXXX XXXX XXXX Branch XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, CA XXXX The individuals at this branch that my husband and I talked with, in person and/or on the phone, are : XXXX XXXX, branch manager XXXX XXXX, service manager XXXX XXXX, personal banker 2. That, when shown the evidence that I had a key for it with a safety box number, they still refused to allow me to access the safety box. They said they had to look into it. 

3. After we made several personal appearances at the branch office stating we had a right to access our safety box, they eventually admitted that they found a record of the safety box in my name. They said that they were going to open it [ there was no request for my authorization ], then verify the contents with me, and then re-assign a box to me. However, my husband and I have not been asked to verify any contents. They eventually stated that everything was all right, and that I could access the box. I requested, however, to know what went wrong before I opened the safety box, and requested a letter of explanation, which I was told more than once, was forthcoming. 

4. A refusal on the part of Wells Fargo to provide me an explanation as to their failure to maintain proper documentation of the existence of the safety box I had under my name for 19 years.

Wells Fargo, either this branch or its overseers, has failed to provide to me the courtesy of an explanation, and failed to demonstrate professional accountability throughout this matter. One Wells Fargo staff person stated that a letter was indeed going to be sent, while another staff person stated that they refuse to write a letter.

The chronology of events is given below.

Chronology : XX/XX/XXXX : Opened an account at Wells Fargo, and obtained a safety box. My husband and I accessed it many times in the ensuing years. Even after working abroad starting in XXXX we periodically accessed the box during return trips to XXXX XXXX. 

XX/XX/XXXX : My husband and I attempted to access the safety box. A male banker, who we believe was XXXX XXXX, said he could not find any written record of our safety box, but said he will respond after doing research. 

XX/XX/XXXX : Went back to Wells Fargo bank since we received no response from the person I met with on XX/XX/XXXX. A male staff member ( XXXX XXXX ), said he could not find records online. XXXX XXXX, who was present and confided in by fellow staff, said she would check with the headquarters and then respond to us. We requested a letter of explanation. 

XX/XX/XXXX : By phone, XXXX XXXX stated they had found the entrance record, that they are in the process of finishing up the letter we requested, and would send us the official letter via regular mail within a week. She said she called because she just wanted to let us know the letter was in the process of being completed, and that she did not forget about us. XXXX XXXX said she would give a call back when the letter is finished or is mailed. We received no call from her over the next week. 

XX/XX/XXXX : a. I returned a phone call made one day earlier by an unknown caller. The name of the person that answered my call said his name was XXXX ( XXXX XXXX, a branch manager ). XXXX XXXX said what would happen is : we go into the box, check the contents, verify that it is your contents, and re-assign you the box. I explained that a lady [ XXXX XXXX ] said she would call me back about a letter of explanation, and that once I received the letter I would open the box myself. 

XXXX XXXX stated that they would not be sending a letter, because it is not a common situation and they do not have a standard letter format for this situation. ( We are confused as to why a standard format is necessary for a requested letter of explanation. And, if one is needed, why then do they not make it? Are they claiming they never have problems and therefor have no need for writing letters? ) I explained again that the woman I talked with had said the letter was already being written, and that she stated it would be sent. He said he did not know who that person was ( even though they work in the same small office ). He wanted to know why I wanted a letter. I explained I wanted to know why this branch has had so many problems with my safety box, and what is really going on. He then stated that they refuse to write a letter. I said I must have the letter before opening the box. I requested to talk with the branch manager, and I explained again that a woman is already having the letter processed. XXXX XXXX said he would find out who that person is, give her a call, and then call me back in a matter of minutes. 

b. XXXX XXXX called back, and said the person [ XXXX XXXX ] was not available at that time, that she was out of town. He said he would talk with her on the following Monday ( XX/XX/XXXX ) and call me back. 

Since then, Wells Fargo has not contacted me. We are still awaiting the promised letter, but are tired of their stalling.

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 non-monetary relief