Consumer complaint received 2016-09-01
Company: WELLS FARGO & COMPANY
State: AZ
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
I am a XXXX year old XXXX ( XXXX ) trying to assist my XXXX year old mother who is currently XXXX. She wishes to transfer money from her Wells Fargo High Yield Savings Account to her Wells Fargo Checking Account, both individual registration. The Bank has been unwilling to accept any form of documentation ( including notarized forms ) to complete transactions except POA with supporting incapacity certifications. We found out ( from non bank sources ) that she could complete daily telephone transfers of up to {$20000.00} and so she decided to begin that process on XX/XX/XXXX with her first completed transfer. Two days later she completed another {$20000.00} transfer. On XX/XX/XXXX she attempted to complete another {$20000.00} transfer and was told transfer is limited to {$10000.00}. After a lengthy discussion a supervisor is requested and after hearing our request, reviews accounts and explains that the initial banker said it could n't be done because the system creates a flag due to different beneficiaries and that he, as a " Leader '' is the level that overrides it. Completed the transaction and gave us the confirmation number and instructions that next time we call, immediately ask for a " Leader '' as that 's where it has to go anyway. Today we call XXXX and ask for a Leader and the woman states that " we do n't have leaders, we have managers and supervisors ''. I reference the previous day 's conversation and confirmation number and ask for a leader/mgr. Man comes on and repeats the no leaders line. We go round and round regarding the transfer request and finally we ask for his supervisor. Man comes on and when questioned as to position states he is the " remediation department ''. The next 45 minutes is spent going around and around with this man, between him saying he ca n't speak with me, to my mother on the phone making a request to him that he seemingly ignores and talks around, until she 's shaking so bad that I feel if I do n't take the phone back she 'll have a XXXX. I keep pleading with the man to simply refer to yesterday 's confirmation number and the notes that the Leader put in the file. Why I do n't know, but he obviously refused to refer to the notes and just kept putting us on hold, only to return and repeat the same {$10000.00} limit story. At one point, he even asked my mother " who are you paying a commission to? ". Frustrated, I finally asked for his mgr/supervisor. He stated that he did n't have one. I said I 'd speak to the person he reported to - his boss. He placed me on hold for at least 5 minutes and came back on explaining that he was looking for a way to do the transfer. I reminded him that I asked for his manager but he again stated that he did n't have one. Even though my mom was not on the phone most of the time, listening to the conversation and the absolutely absurdity of Wells Fargo 's customer service, it was visibly upsetting her and I finally reached the point where I told them I 'd just call the state regulators and hung up. And here we are. I do have some names and specific dates and times of the recorded phone calls if needed. Thanks.

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