Consumer complaint received 2016-02-03
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XXXX XXXX, 2015 I used my Wells Fargo ATM card to withdraw {$200.00}. Instead of issuing me the money, the ATM shut down, but did deduct {$200.00} from my checking account. That day, I filed a complaint via WF customer service ( telephone ). I was told my complaint would be settled in 3 days. After 3 days I called and was told it would take 10 days. After 10 days I spoke to WF 's ATM Manager and she said the investigation could take 45 days -- or longer. She basically accused me of trying to defraud Wells Fargo and when I asked if she considered me a criminal, she was silent. She was so abusive that I expected the police to ring my doorbell any day and arrest me! The Wells Fargo ATM Manager is an exceedingly rude, belligerent bully. Because of her -- after being a customer for 35 years! -- I decided to close my Checking Account and went to my local branch at XXXX XXXX XXXX, XXXX where I spoke to Service Manager XXXX XXXX. 

This was on XXXX XXXX, 2015. XXXX XXXX told me that because WF has issued me a " temporary credit '' of {$200.00} while it investigated my ATM claim, I could not close my account. On XXXX XXXX I wrote WF CEO XXXX XXXX a letter explaining what happened and telling him that WF was holding my checking account hostage ( not allowing me to close it ) and I offered to let him keep the disputed {$200.00} -- just let me close my account!!! He did not respond. Around XXXX XXXX, I received a letter from WF saying the company was still researching my complaint. On XXXX XXXX, I sent another letter to XXXX telling him again that I want to close my account, and I included a check for the disputed {$200.00} hoping that would induce him to allow me to close my account. Did n't happen. 

Around XXXX XXXX, I received a letter saying that the claim was finalized on XXXX XXXX in my favor. With that notice Wells Fargo was, in my opinion, admitting that I am not the criminal that the ATM manager called me. I did not try to defraud the company, something I knew all along. 

At the end of XXXX, I received a call and letter from XXXX XXXX, ATM/Debit Card Executive Office. We spoke around XXXX XXXX. I told her I want to close my checking account and asked if I could do it over the phone. She said yes and put me in touch with someone who took all of my information and said I would receive a check for the remaining balance in the account ( {$1500.00} ) within five days. I just looked at my account online a few minutes ago and it appears not to have been closed and the {$1500.00} remains in my account -- unreachable by me. If I try to write a check against the {$1500.00}, WF may claim that I knowingly wrote a check against a closed account, even though the account appears to be open. So the money just sits in the account, frozen in time. 

What must I do to close my checking account with Wells Fargo? It has been more than 90 days since the ATM incident and it 's going on 3 months since I first tried to close the account on XXXX XXXX. In the meantime WF has my money and is not letting go.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation