Consumer complaint received 2016-02-13
Company: WELLS FARGO & COMPANY
State: TN
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
In XXXX XXXX our father paid over {$5000.00} to create a trust to incorporate all of his property and savings, in order to prevent my sister and me from having difficulties accessing his accounts if/when he became ill, incompacitated or in the case of his death. Attached is a XXXX/XXXX/XXXX Certificate of Trust naming my sister ( XXXX XXXX ) and me ( XXXX XXXX ) as trustees. On XXXX XXXX, XXXX our father entered into hospice end of life care ; he was transported to his home under hospice care on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, our father specifically requested we transfer all of the funds in his savings account at Wells Fargo ( approximately {$6100.00} ) to his Wells Fargo checking account in order to fulfill his final wish which was : to give each surviving grandchild ( total of XXXX ) {$5000.00} and to keep the remaining funds for his burial. On XXXX/XXXX/XXXX we presented to Wells Fargo Bank, XXXX XXXX, XXXX, PA to do what our father requested. The bank refused because ( they said ) were not on his savings account as trustees. ( Please refer to attached documentation dated XXXX/XXXX/XXXX, of which Wells Fargo had a copy - referring to my sister and me as co-trustees ). We were instructed to present a doctor 's note stating our father was no longer capable of handling his finances. We did not believe this was necessary but agreed to do so anyway. On XXXX/XXXX/XXXX our father passed away at approximately XXXX XXXX. On XXXX/XXXX/XXXX, my sister and I presented to Wells Fargo, who immediately LOCKED ALL OF OUR FATHER 'S ACCOUNTS FOR OVER 5 HOURS. They had no right to do this ad they equally had no right to prevent us from removing his funds on XXXX/XXXX/XXXX. Please note that all parties ( my father, my sister and me ) were referenced on our father 's bank statements. Please note also that I ( XXXX XXXX, XXXXXXXXXXXX ) was receiving electronic copies of our father 's statements as early as XXXX XXXX. To make sure we had all bases covered, and at the advice of our attorney, the XXXX of us returned to Wells Fargo Bank on XXXX/XXXX/XXXX to make sure we were on ANY AND ALL BANK ACCOUNTS AT WELLS FARGO, and completed the Relationship Change Application, as instructed by Wells Fargo. We did not think this was required, as we were already co-signers of his account since XXXX, per the Trust. We were told it was to add us to all his accounts ( even though though the Certificate of Trust was signed and handed to Wells Fargo as early as XXXX XXXX, XXXX. 
We were denied access to our father 's account twice in one ( 1 ) week - first on XXXX/XXXX/XXXX and again on XXXX/XXXX/XXXX. At no time did Wells Fargo have the right to deny us access to our father 's account, either before or after his death. In fact, the denial before his death prevented us from fulfilling his final wish - which was to gift his XXXX grandchildren before his passing. 
The people responsible for denying us access during this sorrowful and emotional time were : ( XXXX ) XXXX XXXX, XXXX/XXXX/XXXX who prevented us from transferring funds from our father 's savings account into his checking account ; ( XXXX ) XXXX XXXX who, on XXXX/XXXX/XXXX ( after our father 's passing ) told us to go to the county courthouse to obtain a " short notice '' - a form that is not required for a trust ; ( XXXX ) XXXX XXXX, the branch manager, who promised to help us obtain restitution ( and who did not ) and ( XXXX ) XXXX XXXX, the Area Manager, who also promised assistance but did not. 
XXXX XXXX promised to reach out to me on XXXX/XXXX/XXXX and again on XXXX/XXXX/XXXX. She did not. After speaking with XXXX XXXX on several occasions, he indicated ( more than once ) that he was " looking into the matter with his legal department ''. I have never heard from him. Our father paid over {$5000.00} in estate planning fees to prevent my sister and me from going through what we did - both before and after his death. All verbal and written requests to Wells Fargo have gone unanswered.

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