Consumer complaint received 2022-02-02
Company: WELLS FARGO & COMPANY
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Sometime in XX/XX/XXXX I visited the withdraw funds page on my Wells Fargo bank and Wells Fargo brokerage online banking website. On these pages an error message appeared that funds withdrawals were currently not available due to a restriction on my account. In the months prior to this I viewed my online banking numerous times, received bank statement availability notifications by email, and was never notified of any such restrictions either by mail, phone, or any means. 

Below is a summary of phone calls I made to attempt to resolve this issue : XX/XX/XXXX, XXXX minutes - Brokerage customer service In this first call, it took a long time before the employee noticed I have a freeze on my account. After waiting on hold, Im asked for my state drivers license ID number, and told a service request is submitted to release the hold, and that I should expect funds availability in a couple days. 

XX/XX/XXXX, XXXX minutes - Brokerage customer service XXXX number After there is no change from the prior weeks phone call, I call again, and after a lengthy review by the employee, Im told the previous request is still pending. Im assured that this employee knows what to do, and they ask me lots of questions about contact information. Im told the problem should be resolved within XXXX hours. 

At this point I ask about my checking account, also at Wells Fargo, and Im told I will have to call the bank sides customer service number. 

XX/XX/XXXX, XXXX minutes - Bank customer service XXXX number The employee reviews the account page for a long time, not noticing any kind of freeze. Then suddenly they notice theres another department Im supposed to talk to. Im transferred to another line, where Im asked for my Wells Fargo employee ID number. I have been transferred to an internal operations line. 

XX/XX/XXXX, XXXX minutes - Bank customer service XXXX number Another employee gives me the number they are transferring me to, and explains which options Im to press in XXXX. Again it is the same operations line that tries to look up the number of my account advisor, can not locate them, and instructs me to call customer service again. 

XX/XX/XXXX, XXXX minutes - Bank customer service XXXX number Bank employee tries to forward me again, I explain the situation and Im escalated to XXXX different people, the last of whom seems to want to solve my issue but has no way of doing so, indicates I have to go through brokerage side XX/XX/XXXX, XXXX minutes - Brokerage customer service XXXX number Speak with XXXX XXXX most of this time is spent on hold as he calls the operations line, his manager, mentions talking on XXXX XXXX and says he has sent an email to back office so they can help. He tells me he will call me the following day at XXXX Central time. 
XX/XX/XXXX, XXXX minutes - Brokerage customer service XXXX number Received no call from XXXX, speak with a new employee, most of this time is spent on hold while he researches the issue, no solution provided, asked to confirm my email address so that XXXX can email me once hes received information. 

Later in XXXX I finally contacted my other brokerage, XXXX XXXX, and asked them to initiate an account transfer from Wells Fargo. I received all of my brokerage assets within a week, but approximately {$3500.00} was still left in my checking account, which I could not access. 

XX/XX/XXXX, I returned to the United States and entered a Wells Fargo branch where I was told I could not withdraw my funds. 

XX/XX/XXXX, XXXX minutes : I called the Bank and was again directed to talk to the brokerage as the hold on my bank account originated from them. I was assured again that a request was initiated to remove the hold on my funds, and that it would take one to two days. 

XX/XX/XXXX, XXXX minutes : I went in person to the branch at XXXX XXXX XXXX XXXX, Washington XXXX DC and sat with banker XXXX XXXX. Initially she assured me she would be able to remove the hold. She called on the phone numerous times to try to have it removed, and was unable to have it removed or learn why the hold existed at all. I was assured that I could communicate with her by email to resolve the issue. 

Over the next few days, I sent XXXX XXXX emails with additional documentation that I thought would be helpful, and then she stopped returning my emails. I never learned why the hold was in place, and I still can not access my funds. 

Today I logged into the Wells Fargo bank website and was notified my account has been labeled inactive because I have not initiated a transaction.

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