Consumer complaint received 2022-06-09
Company: WELLS FARGO & COMPANY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have a personal checking account with Wells Fargo, N.A. ( WFB ), along with temporary bank checks and debit cards, which I opened on XXXX of XXXX. This checking account is dedicated for monthly automatic deposits done by the Social Security Adm ( SSA ) based on my retirement. 

On XXXX of XXXX I decided to relocate to the XXXX and before doing so, I and my attorney personally went to his nearby WFB branch to provide them with my Power of Attorney ( POA ) and to sign WFB 's required POA appointing my attorney as my duly empowered representative for any and all banking purposes. From then on, I received International Wire Transfers whenever I asked for such from my said attorney who sent the money from my XXXX personal checking account to my personal checking account in the XXXX. I never had a problem regarding such transfers. 

After having been advised that my attorney had passed away, I decided to make a bank-to-bank transfer via WFB 's website. After trying to do so, a sign came on the screen notifying that I had to call via telephone WFB for proposes of authenticating me. 
I proceeded to do so, providing all requested updating information. I was asked to check my computer e-mail to see if I had received verification number and read such back to them as verification for which I proceeded to do so. I was then advised that my new information had been verified, my new debit card would be XXXX to the XXXX  and that I would have access immediately to their website. The Customer Service Representative ( CSR ) asked me to hold on line for a few minutes due to needing to get an authorization from the supervisory staff. Finally the CSR advised that they would need to send me a second reverification text via a cellular phone for re-verification but it had to be done through a USA number and could not be done from my XXXX cell number. All this episode, having called before at least five times and costing me a small fortune, the final answer is that they could not give me access to the website nor XXXX my debit cards. All of this " concluded '' on Monday afternoon, XX/XX/XXXX, and later on I received an e-mail where I was informed by WFB that everything was okay and that if I had any problems to contact them again. I then re-attempted to enter WFB website many times, I re-called many times ending with the same back-and-forth result. 

I have given them every possible information and they keep insisting that they need a USA cellular phone number. I " up-updated '' again giving them my friend 's USA cell number which they said they would contact but never did. 

There is more to this story but I know the narrative must be brief. For now, may I add that WFB does daily business with my bank here in the XXXX, that the up-dated information with WFB is exactly the same as the one here with my bank and it just takes a call from WFB to my bank and see that the information is the same in every detail. 

At least WFB keeps receiving and depositing my SSA monthly retirement checks. I do urgently need access to my account. I am a XXXX senior citizen with XXXX XXXX  problems where I need expensive medications and had been scheduled for XXXX over two weeks ago. It is money payed by the Federal Government to me and it is my property. I am very disgusted with WFB and sorry that I have been a customer of theirs since XXXX with previous business and personal accounts. No one deserves to be treated like this. I do have a lot more to say... I will appreciate whatever assistance you can provide me with. Thank you for your service. 
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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