Consumer complaint received 2023-05-31
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
XX/XX/2023 XXXX XXXX XXXX XXXX XXXX XXXXXXXX CA XXXXXXXX Third Consumer Financial Protection Bureau ( CFPB ) Complaint Referring back to the two previous complaints I submitted to CFPB to challenge the Wells Fargo bank manager in XXXX California that intentionally or otherwise financially harmed my mother XXXX XXXXXXXX XXXX ) and I by interfering with and hampering my ability to assist my elderly mother  to grocery shop and pay bills, etc. I thought the issue I complained about in CFPB Complaint Number XXXX was resolved after Wells Fargo submitted their response to the first CFPB complaint I submitted. ( Please See CFPB Complaint Number XXXX ) and the Wells Fargo bank Response . 

However, on or about XX/XX/2023 I felt compelled to submit Complaint number XXXX when, my telephone rang and a man with a deep voice said he is calling from Wells Fargo bank and asked to talk to my mother. I thought the man was a scammer attempting to defraud my elderly mother and I did not think Wells Fargo Bank employees telephoned customers and I think it is inappropriate and inconsiderate for Wells Fargo bank employees  to unexpectedly telephone elderly senior citizen women because this could frighten older woman and cause additional problems. I told the man he reached my telephone and my mother is not currently available. I asked the man why he is calling and he said to tell my mother to call the number on the back of her bank card because there is a problem. The man ended the telephone call. I subsequently dialed the number on my caller ID and learned the call originated at a Wells Fargo Bank. I subsequently ascertained my mother 's bank card had been deactivated as Wells Fargo periodically and unexpectedly deactivates my Bank card, my mother 's Bank card, and bank cards belonging to other Wells Fargo customers which is a considerable inconvenience preventing Wells Fargo Customers from paying bills and purchasing essentials for a considerable amount of time until Wells Fargo replaces cards despite claims to the contrary. 

I received a telephone call and a letter a few days ago regarding complaint number XXXX at from a person at two different telephone numbers who identifies herself as XXXX at the Wells Fargo Executive Offices . XXXX said she called to learn if she correctly understands my concerns. I explained I had difficulty using the CFPB Website to file complaint number XXXX and I therefore needed to dictate the said complaint to CFPB personnel in order to submit the said complaint. I explained to XXXX that the CFPB Personnel that took my dictation and typed complaint number XXXX diid well but apparently inadvertently misunderstood and mistyped a couple of things I dictated but Idid not notice the errors until after I submitted the complaint. 

XXXX from the Wells Fargo Executive Offices telephoned me and I asked her the reason why Wells Fargo unexpectedly deactivated my mother 's bank card and reiterated that when Wells Fargo deactivates my mother 's bank card neither my mother nor I are able to check her checking account balance for her to write checks and otherwise send me to pay her bills. 

My mother has told me more than once the XXXX home the medical hospital transferred her to when they XXXX her is ok but not her favorite place and she misses her independence. To put it simply, as I understand the the XXXX XXXXXXXX Waiver provides skilled nurses and in-home home care providers to transition elderly persons from XXXX homes to XXXX XXXX XXXX XXXX care. Accordingly, I assisted my mother to submit an application for the XXXX XXXX XXXX XXXX XXXX ( XXXX ) Waiver Application XXXX and my mother I, my sister, and other family members are waiting and llooking forward to hear back from the XXXX XXXX waiver program. 

I explained all this to XXXX when she telephoned me today and asked her when would wells fargo restore my mother 's bank card. XXXX suggested I meet with the local Wells Fargo Bank branch manager. My cousin went with me to submit a medical expense statement to the XXXX XXXX XXXX to forward the application I filed for my mother to receive VA benefits under my adopted XXXX XXXX over seas wartime service in XXXX XXXX XXXX. I asked my cousin to visit the XXXX Wells Fargo bank manager and witness my interaction with bank mnager XXXX XXXX XXXX XXXX and she agreed. 

When I arrived at Wells Fargo Bank I explained to a banker at Wells Fargo XXXX that Wells Fargo Account Takeover team deactivated my mother 's bank card and my mother and I arenow unable to ascertain her bank balance for her to ask me to deposit checks she receives through the mail and complete other tasks for her. I produced the last Will and testament with a notary public statement my mother and adopted XXXX signed. I produced a two-page page document my mother gave me in the same Manila envelope with her signature titled durable power of attorney and another paper my adopted dad signed for my mother and I to order medical supplies from the XXXX XXXXXXXX XXXX hospital before he passed away. 

with my mother 's signature in the same my mother signed to authorize me to pay bills and act in her behalf if is unable to do so. I showed the Wells Fargo banker the papers my mother signed. The Wells Fargo banker said he needed to show the papers to his supervisor to see if the papers are sufficient to permit me to continue to assist my mother financially.The banker started to walk away and I asked him where he was going because I have lost and misplaced important papers before. The banker responded and said just across the bank to my supervisor. The banker went behind a tellers counter and talked to a man at the counter and then walked over to a photocopy machine and put my mother 's papers through the copy machine and made copies of my mothers papers without asking my permission. The banker came back and told me he needs to send the papers to another location to determine if the papers my mother signed are sufficient to permit me to continue to assist her financially. I did not recognize the XXXX Wells Fargo bank manager XXXX XXXX XXXX until I started to mention his name and asked a question. I explained my mother needs to ascertain her bank balance and pay her rent to keep er apartment open for the XXXX XXXX and to keep her antique furniture from her mother-in-law. 

I explained I will need to visit probate court to obtain the correct Court forms to petition the Court to obtain Court authorization to assist my mother pay bills etc., just in case the bank does not find my request for the bank to find the papers my mother signed sufficient. I was told I should wait on petitioning the court and I would get a call around XXXX XXXX 

I telephoned the bank at around XXXX XXXX. because no one called me at XXXX XXXX. and I need to try to work in timely manner to help my mother regain access to her account and save her apartment, furniture, belongings, etc for the XXXX program Notwithstanding, I did not receive a call until after XXXX XXXX. this afternoon and the banker said the bank became very busy and he did not have time to transmit the papers pers my mother signed and his day off is tomorrow and he will not be able to get me an answer until at least the next day. I don't like to rush anyone but I explained to the bank personnel I need to rush and attempt to assist my mother get access to her funds again and I explained all this before. I also consider it inconsiderate and rude for bank personnel to make copies of papers my mother gave me without first asking me, and friends are telling me it looks like bank personnel wants to prevent my mother from using her funds or has an interest to block my mother 's account and thereby keep her in the XXXX home. I am being told the bank is giving me the run around and I feel that way also because I wanted to talk to the probate court but instead I am being put through this hassle. I need to submit this complaint to keep a record of this. 

XXXX XXXX

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