Consumer complaint received 2016-08-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On Tuesday XXXX XXXX, I opened up a new checking account with personal banker XXXX XXXX. This occurred at the Wells Fargo store/branch # XXXX in XXXX XXXX.I took money from my retirement account to open up the checking account. The check that I Deposited was a trust check from XXXX XXXX XXXX XXXX. At the time I opened the account I advised that I had an emergency situation and I needed to deposit {$960.00} into a vendor, also a Wells Fargo account holder, The banker said that thecomputer told him to set a 10 day hold, however he advised I could call back at a later time to request part of the money released. On XXXX XXXX, the 4th day that Wells Fargo had now had my money I called XXXX XXXX and advised that I was having a problem with my vendor and if I could speak to a Manager about having The {$960.00} that I owed the vendor released. This was only XXXX % of my deposit and hardly the full amount. He said he would not be able to transfer me to a Manager however he would take care of things by calling XXXX XXXX to confirm that the check cleared and call me right back .After waiting patiently for his call back I decided to call him back when he advised me, " oh XXXX XXXX would not give me any information ''. I proceeded to ask to speak with a Manager he said again none were available when I pressed him on the issue he said there was no manager there. He went on to state that to speak with a manager I would have to make an appointment for the next day, Sat XX/XX/XXXX. I then asked if he could call my vendor and explain that I deposited money in the account he refused to do that. I asked if I can get my vendor to call him can he explain that I deposited the money and that it is not being released. He said he would. After about 20 minutes went by my vendor also a Wells Fargo customer called very irate saying XXXX told him that there was no money in the account. He not only did not help the situation he made it worse. What happened to the check I deposited in the account? The following morning I contacted your Customer service department and spoke with XXXX who stated that there was in fact money Pending in the account, however she was unable to authorize the release of the {$960.00}, but further advised that I could request to have that done at the local branch. I was then transferred to a supervisor named XXXX who also confirmed that I would have to speak with the Manager at the branch as it was up to their discretion. He than transferred me to the executive office department where we filed a complaint and then transferred me to the XXXX branch Manager named XXXX XXXX. She also had very little empathy while stating she would look into and resolve by noon.She called us back saying she tried to get a hold of XXXX XXXX but they were closed on Saturday. Just a couple of questions. after advising XXXX XXXX that this was an emergency for us and after he promised to call me back why did n't he call me back? If XXXX XXXX spoke with an agent from XXXX XXXX and they refused to give him any information why did he not escalate to a Manager? Why did XXXX XXXX tell my vendor there was no money in the account if I made a deposit on XX/XX/XXXX? We have not XXXX but XXXX Wells Fargo customers that are very upset with the way all of this has been handled. Not to mentioned my wife who has recently been diagnosed with a XXXX does not need all the additional stress that this situation has caused. Our tenant who has XXXX really does not need to have the motor pulled out of their air conditioner because the Vendor who put it in thinks there is no money in the account to pay them. I would like to add that there was almost no empathy or concern to try and help or resolve A difficult situation for us. These actions and attitudes stand in contradiction to Wells Fargo 's Mission and Vision Statemen

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