Consumer complaint received 2022-09-01
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In XX/XX/XXXX I received a letter with a check from Wells fargo for {$38.00}. The letter indicated at some point a restraint had been issued to my account and this was compensation for the restraint. With lots of questions I called the number on the letter the first representative I spoke with told me she was not at Liberty to give me the information about the restraint that I was requesting. I asked for a supervisor, the supervisor repeated the same statement. I asked for another supervisor the third person I spoke with advised me that sometime between XXXX and XXXX a restraint was put on my account if I wanted additional information I would have to speak to Wells Fargo they did not have access to the information. I had been unaware I was speaking with a company other than Wells Fargo, he said the name of his company was XXXX. 
XX/XX/XXXX I called Wells Fargo customer service and was forwarded to the Wells Fargo remediation department, I spoke with XXXX who escalated my case to Executive Corporate Center case number XXXX. 
Shortly after I received an email from XXXX XXXX from the executive corporate offices. I called and left a voicemail, explaining that when she responded to my complaint there was a list of information I was requesting. Approximately 4 hours later I received a phone call from XXXX with none of they requested information she claimed she did not listen to my voice message that was left 4 hours prior. I explained the information I was looking for at which point she told me that I had to call XXXX, I explained for the second time I had called XXXX  and spoke to three people who forwarded me to Wells Fargo, she then advised me that she would be unable to assist me any further and not give me any of the information I was requesting. At that point I asked for her supervisor I was put on hold and then told they were finishing a meeting and I would receive a call right back. I told her I would wait to receive a call within the hour. I never received a call. 
XX/XX/XXXX I called back customer service and asked for the next Department of escalation that I was unsatisfied with XXXX 's lack of response and lack of supervisor`s return phone call. I spoke with XXXX who told me to call a different phone number the following morning. 
XX/XX/XXXX I waited for corporate to call me until XXXX a.m. eastern time at which point I called again, I spoke with XXXX in the Executive offices she said XXXX was XXXX 's lead she would look into the situation and she would return my call. I advised her I would be at work for the rest of the day at which point I was told she would send an email with the requested information and a follow-up phone call verifying that she had sent the email. 
XX/XX/XXXX XXXX pm I had not received an email nor a follow-up phone call from XXXX in the Executive offices, I called again with only a few minutes on my break, spoke to another girl whose name I do not have, I had to go back through the story again and was told somebody would follow up. To date there has been no follow-up from the Executive offices.

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