Consumer complaint received 2022-04-22
Company: WELLS FARGO & COMPANY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX we closed this account, as Wells Fargo had advised us that they would no longer maintain our account due to our main residence being in the XXXX. 

On XX/XX/XXXX, Wells Fargo advised it was returning {$680.00} to us because of a Bill Pay check that had never been presented, but which had already been debited from our Wells Fargo account early in XX/XX/XXXX. 

As our account had already been closed, we made an appointment and physically visited our nearest Wells Fargo branch ( XXXX ) on XX/XX/XXXX in order to collect the {$680.00}. 

We were told that the branch could not write us a check, because a check had already been raised and posted to our address in the XXXX. 

As we were not returning home ( to the XXXX ) for another three weeks, we asked them to cancel the posted check and write us one on the spot, so that we could quickly access the {$680.00}. 

They refused to do this and insisted we had to wait until we returned to the XXXX and we would have to pay the check into our new US bank account from there. We protested this as we felt the matter should have been fully resolved while we were physically present in the bank and the issue was raised to the Branch Manager. Our request was rejected. 

We asked what would happen if we returned home and there was no check, but no answer was given and we had to leave without our {$680.00}. 

To recap, there has never been any dispute that Wells Fargo has been holding {$680.00} of our money since early in XXXX, but it flat refused to refund it to us when we presented ourselves to their local branch on XX/XX/XXXX. We were already well known there as we had visited many times during the preceding six weeks, because Wells Fargo had forced us to close our account with them due to a " change in the bank 's policy ''. 

When we returned home, there was no check from Wells Fargo waiting for us. 

On XX/XX/XXXX, I emailed our contact at the branch explaining we had received no check and asking for Wells Fargo now to agree to wire the {$680.00} directly to our new bank account. 

All that has happened since then is that the branch has escalated the issue once more to its " XXXX '' Wells Fargo has had {$680.00} of our money since early XX/XX/XXXX, but still, on XX/XX/XXXX, has not even confirmed its willingness simply to make a wire transfer of {$680.00} back to us. 

We have been sending frequent secure messages to the " XXXX '' for about six weeks now and advised them of our new account details on XXXX XXXX so they could easily wire us the {$680.00}. 

Their ONLY response has been to regret the delay, but they have given us no idea as to when we will receive what is owed to us. 

Wells Fargo 's incompetence and lack of any professional response since XX/XX/XXXX is incredible and we want our {$680.00} back immediately, preferably with compensation for the extended delay.

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 monetary relief