Consumer complaint received 2022-11-28
Company: WELLS FARGO & COMPANY
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other service problem

Complaint:
I am a Wells Fargo customer with multiple business and personal accounts. Prior to an " update '' of XXXX and the WF system in XXXX, I was able to make XXXX payments from any account at any time. When the " update '' occurred, I was unable to make payments from more than one account without unregistering and reenrolling with each and every payment from a different account. 

In mid XXXX I called WF and received tech support and was assigned case # XXXX. I spent several hours on the phone with them as they attempted to trouble shoot. 

A few days later I received a call back and was told this is an ongoing issue with the " update '' and customers with business/multiple accounts and they would get it resolved. 

A few weeks later on XX/XX/XXXX, I received an email saying the issue was resolved. I was traveling in an area where I could not make toll free calls and was unable to call back until around the XXXX of XXXX to ask why the issue had been closed since it hadn't been resolved. The XXXX apologized and said the issue was ongoing and being fixed manually account by account and they said they'd reopen the issue and that it shouldn't have been closed. They also told me that I'd move back to the top of the Q since I was one of the very first calls about the system glitch. 

On XX/XX/XXXX I called back and was routed through the WF phone system to a supervisor in Banking ( XXXX XXXX - Alabama ). She told me that she didn't know about the issue but after being on hold with tech support, there was nothing they could do. I had also been told by an earlier agent that my case had never been reopened and it was still closed. 

I tried to confirm that she was now telling me that everything I was told was incorrect and I would need to unenroll and reenroll every time I needed to make a payment. She stated tech support told her there was nothing wrong with my account and would not give me a final answer to the question and told me to go to a branch. 

The call ended at that point. 

I can not get a straight answer out of WF as to why I have lost major functionality and use of this system in which i use to pay vendors. I do not understand why I was told they had to fix the issue and that it was a customer by customer fix and now I'm being told that I have to live with this very time intensive " new '' process. 

I was also told tech support would not speak to me directly ; yet back in XXXX and XXXX they were connecting me to them as soon as I called with a case number. What is the point of Wells Fargo customer service if you can't even speak directly to the group that's responsible for addressing your issue? I do not grasp how a banker is equipped to handle these concerns nor why WF has a policy of not letting customers speak to the group that is able to either properly explain or fix an issue.

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