Consumer complaint received 2023-04-04
Company: WELLS FARGO & COMPANY
State: CO
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
XXXX. ) This started when I set up online access for my bank accounts. On XX/XX/XXXX, I made an appointment with Wells Fargo ( WF ) branch manager ( XXXX  XXXX XXXX ). She was pleasant and set up my account with phone number, email address, username, and a temporary password. 
XXXX. ) Tried to change the temporary password at home. Got a screen saying to call an 800 number and get a code after giving authentication. 
XXXX. ) Called the number. Was denied a code because I dont have a debit card with WF and also because they dont have a cell phone number on file. Hmmm WF has my email address! WF sends marketing emails to it! 
XXXX. ) On XX/XX/XXXX, had anther appointment with WF branch. Met again with XXXX XXXX XXXX She called WF 800 number and they said they sent the code to our email address. We never received it. No, its not in spam or blocked. They said they sent another email. Nope. They verbally gave the code to Endurance at the branch office. 
XXXX. ) On XX/XX/XXXX, I accessed my account at home and changed delivery preferences for statements. 
XXXX. ) I then tried to access my account from a different computer at home. Got another screen saying to call the 800 number and ask for a code. 
XXXX. ) On XX/XX/XXXX, got an email that said, in part : Youre receiving this notification for one or more of the following reasons : You changed your delivery preferences, we changed your delivery preferences for selected statements and notices to online, your account is no longer linked to online banking, we were unable to deliver your documents or notifications because your primary email address is invalid. I assumed the the email was just confirmation- though its absolutely unclear from the WF email as you can see. Also assumed that email is ok because WF is sending marketing email to it. 
XXXX. ) On XX/XX/XXXX got an email from WF saying theyd temporarily suspended my account due to suspicious activity. Changing delivery preferences is supposed to be a valid activity. Using a different computer is also supposed to be a valid activity. 
XXXX. ) On XXXX, had another appointment with WF branch. When Endurance called, WF had no explanation for why my account was suspended or what the suspicious activity was. Note that WF suspended every account that had my name affiliated with it- including my XXXX mothers checking and savings account ( Im her trustee ) - and that is absolutely unacceptable! Note that it took 2.5 hours at a the branch office on hold waiting for XXXX phone call to go through and for my account to be reinstated. I also changed my username and password at their request. 
XXXX. ) WF was to send an email to us. I think it was to send a code?? At any rate, we still didnt get that email either. On XXXX, I emailed and asked Endurance to file a complaint. 
XXXX. ) On XX/XX/XXXX, I received a reply. The email said, in part : We realize that this may have been an inconvenient situation for you, and we apologize for any frustration you experienced when you attempted to gain clarification regarding this matter. Our research has confirmed that you enrolled in online Banking services on XX/XX/XXXX, and your online Banking status is active. In addition, you updated your online password and username successfully. If you still having troubleshooting please, contact our Online Banking Customer Service line. Their response appears to be a form letter. Nothing was resolved and it appears that no research was done. It just described the account status and restated the obvious. 
XXXX. ) On XX/XX/XXXX, I emailed Endurance and asked to file another complaint. I also asked for a copy of the complaint she submitted. I emailed twice. No response from Endurance, so dont know what was submitted. 
XXXX. ) On XX/XX/XXXX, I received a reply. The email said, in part : We have determined we previously addressed your concerns and did not find you enclosed any new information that would change our response. We have reviewed your account activity since our prior response and our decision remains the same. We were able to determine the account restriction was prompted due to online changes that were made. We understand your concerns and want to assure you that we have strict guidelines and security policies to protect the privacy of your information. We have researched your concern and determined your personal information was not compromised or mishandled. Again, nothing was resolved and it appears that no research was done. It again just described the account status and restated the obvious. 
========== To summarize, Ive made three trips to a WF branch office and two complaints have been filed with the WF Line of Business Executive Office. No one has addressed the problems. 

I identified two problems ( below ) for the complaint that I asked Endurance, WF branch manager, to file : XXXX. ) WF thought there was some unexplained suspicious activity and suspended my account. When Endurance called, WF had no explanation for why my account was suspended or what the suspicious activity was. Note that WF suspended every account that had my name affiliated with it- including my XXXX mothers checking and savings account ( Im her trustee ) - and that is absolutely unacceptable! 

Since WF has no explanation, whats to prevent this from happening again? It took 2.5 hours at a branch office on hold waiting for Endurances phone call to go through and for my account to be reinstated. The suspicious activity issue needs to be resolved/explained. 

XXXX. ) Any online change I make ( such as using a different computer ) triggers a WF screen that tells me to call an 800 number and get a code after giving authentication. Im then told that Im denied a code because I dont have a debit card with WF and also because they dont have a cell phone number on file. Note that WF has my email address - WF sends marketing emails to it. 

I then have to make an appointment with the WF branch and then the 800 number people verbally give the code to the branch. Since WF has no explanation for why it can not email a code to me, I can only assume it will happen again. WF not sending a code via email needs to be resolved.

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