Consumer complaint received 2020-06-09
Company: WELLS FARGO & COMPANY
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
XX/XX/2020 Wells Fargo declined my online application to open a new checking account, on or about XX/XX/2020. They did not give me an account number or allow me to create an online banking username or password. At the end of collecting extensive personal information from me, they responded that they were unable to approve my account at this time, and would need to " verify some information '' before they could complete the process. This often happens to me, because I am an immigrant who became a naturalized citizen a decade ago. Banks and others pulling third party data about me often demand to know : " What state issued your social security number? '' My response to that is : " How should I know? '' I know I was in my home state when I applied for it, but, because I was a naturalized XXXX Citizen, it was very likely sent to one of several federal processing centers. It is impossible for me to know what state issued my social security number. So I failed that identity challenge question, and from there on out, my chances with Wells Fargo were doomed. 

Predictably, although they said they would contact me, they never contacted me again. They did not phone, email, or mail me anything. My understanding is that this violates my rights to a consumer adverse action notice in connection with my application. 

Then, imagine my surprise when they went ahead and debited ( ahem, stole XXXX {$25.00} from my other banking account at another bank on XX/XX/2020, to fund the account which Wells Fargo had already refused to open. My account was charged {$25.00} and noted " WELLS FARGO ONL ACHFUNDING. '' I went to their website and it said the online banking system was down. I went to their website at least twice a week for the rest of XX/XX/2020, each time seeing a message that their website was down. 

Today I found out that in reality, they tell all new customers that the website is down, and that they can only use telephone and in-person banking instead, while the site is down. It is critical to note, they do not say " Because you are a new customer, you can't use online banking yet. '' No, they simply say " Online banking is temporarily unavailable, but you can access your account at any branch or by phone. '' This wording appears to be intentionally vague, and does not specify that the problem is the newness of the account. Since I was not interested in leaving home during a COVID-19 lockdown, I just waited a few days and tried getting online again. No luck. 

Finally, on XX/XX/2020, I took the time to spend 20 minutes on a phone call to Wells Fargo to ask when their website would be back up, and that's when they finally revealed to me that they were intentionally blocking me from signing in and that they would refuse to provide me my account number. They suggested that I could go to a " Wells Fargo ATM '' or branch, which is located one state away, in Mississippi. I declined. I advised that all I needed was my account number, so I could provide them the direct deposits necessary to avoid their {$10.00} or $ 12 monthly fee. They refused to provide me my account number. 

They said I would either need to go to an ATM or wait another 5 days then call them back, before they would allow me to create an online banking username or even find out my account number. At this point I was already 30 days into the account opening process, had had none of the previously promised communication from them, and was unwilling to commit another week to the process or to believe their assurances about what would supposedly happen in the future. 

So I asked them to simply return my {$25.00} opening deposit, avoid charging me any fees, and close my account immediately. They refused. They said I would have to either make that request at a branch ( in another state ), or mail them a letter containing my account number and specifying my reason for closing. I re-explained that the whole reason I am closing the account is that they have repeatedly refused to give me my account number. They did not provide it during my application ( which was declined ), and they did not provide it at any time since then. So I asked them to simply provide it over the phone so I could mail them their ridiculous account closure letter. They refused. They further specified that I would be required to not only have the mythical, unobtainable account number on the closure letter request, but that I would also be required to have the letter notarized! I believe they heard a few choice words at that point. 

My desired resolution is that they peform all of the following : 1. Close my account immediately. 
2. Mail me back my entire {$25.00} opening deposit which they took without permission. 
3. Add the note " sorry '' to my refund check or accompanying apology note. 
4. Do not disclose or sell my personal information to any party. 
5. Do not allow any Wells Fargo employees to access my personal information again in the future, as news reports would indicate there is significant reason not to trust them with that information. 
6. Never contact me again. 

CFPB has my permission to publish this description on its website. 

Thank you.

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