Consumer complaint received 2022-12-14
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/22 : At approximately XXXX, I woke up to an email alert from Wells Fargo saying that my joint savings and checking accounts with my husband had been brought to ZERO. At this time, my husband called the Wells Fargo national line and a customer service agent explained that there was an issue with my SSN. They advised us to go into the local branch to fix the error and prove our identity. Once we arrived at the local Wells Fargo branch in XXXX XXXX XXXX, California, we proved our identity. However, the Associate Personal Banker, XXXX XXXX XXXX ID : XXXX was unable to return any of our money because he said that Wells Fargo had mailed us a letter saying they would close our account. This was the only attempted form of communication to us regarding the issue, yet they communicate with us via email on everything else. We never received this letter, nor will they provide tracking information on the supposed letter that was sent. At this point we felt like we were being scared because we heard about Wells Fargo doing that to customers in the news a while back, so we began to ask for documentation. He was also unable to provide documentation or actual answers regarding where our money was, or when it would be returned. From here the situation was escalated and we attempted to figure out next steps with the Branch Manager, XXXX XXXX XXXX, XXXX ID : XXXX, who was condescending, rude, and refused to provide us with any documentation on where our money was. He then refused to provide us with any policies or procedures in this situation and said we had to call the national Wells Fargo line. The national line was telling us that we had to fix this with the branch, but the Branch Manager was saying that we had to fix it with them. After hours of calling and demanding documentation we began to get mixed verbal answers about our money and the situation. At one point I even called the police department in hopes of getting some sort of aid, and they advised me on verbiage to use and to record conversations. One answer that we received from Wells Fargo was that a check is in the mail coming to our home address, but they can not provide proof or tracking. Another answer was that a check would be mailed tomorrow. Another answer was that we would get a call tomorrow regarding next steps. Another answer was that we would need to call an expedited customer service hotline, to which someone would be dedicated to our case and help us. The mixed answers kept coming, but none of them have come true, nor do we have any documentation of what to do. My husband continued to call and troubleshoot with several customer service agents, but they would not help him because his assigned case worker was always on the other line. 

XX/XX/22 : The following day, my husband called four different times to get answers and received none. At one point he was told that someone would call him back by XXXX and nobody called him. 

XX/XX/22 : On this day our automatic credit card payments bounced back because our accounts were empty. Our mortgage payment would have bounced back, but we were able to deposit some cash into the account to cover it just in time. We were scared to even do that since Wells Fargo can take our money at any given moment without warning, but we are not sure what else to do. My husband called Wells Fargo twice today. On the first attempt he was told our case worker is on the other line and can not help us, and to call back later. On his second attempt, he was told the same thing, but the person on the phone who did answer told him that we would not be contacted for ten days and to stop calling. This was the first time we heard the " ten days '' and now we are beginning to panic because we were already told a check was in the mail at one point. Now we are suppose to wait ten days with no money to our names to even get an answer. We need our money back now. At this point we are not sure what to do, so I am writing here, writing XXXX reviews, going on social media, and doing whatever we can to get someone to call us back with answers.

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