Consumer complaint received 2015-04-07
Company: WELLS FARGO & COMPANY
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
Wells Fargo called me on XXXX/XXXX/2015 and told me that someone tried to call in the main call center to get some information about my account, but that they were unsuccessful because they were unable to answer the correct security questions. I was called by the fraud department and told I needed to go into my local branch and close all of my accounts and open up new accounts. I expressed concerns to the lady calling me from the fraud department. XXXX, I had checks written out of my current account and I did n't want them to bounce. She told me that any checks written from that account would go through and automatically transfer to my new account. My next concern was that my local XXXX XXXX XXXX branch has a history of incompetence. My local branch has a way of constantly making mistakes on my account. The Wells Fargo representative form the fraud department reassured me that everything would be okay and that I was to tell the local branch handling my transactions that day to call her directly before proceeding. I went to the branch XXXX I hung up with the fraud department and proceeded to do as I was instructed. The lady handling my accounts that day was XXXX XXXX, who I am told is no longer employed there. I told XXXX XXXX that I was instructed to tell her to call the fraud department before proceeding with opening up any new accounts. XXXX XXXX responded that she could see the notes on my file and there was no need to call. I expressed my concerns to XXXX XXXX that I had written checks on my current account and I did n't want them to bounce. XXXX XXXX stated that any checks written from that account would automatically be transferred to my new account for 90 days and that I had nothing to worry about. She also stated that my old account and savings were being closed and that I now have a new checking and savings account opened. 
Last week, XXXX/XXXX/2015, I was notified by various debtors that all of the checks I wrote off of my old account bounced. I have been charged late fees and suffered much embarrassment. Now the bank is charging me insufficient fund charges. When I look on-line at my accounts the old ones are still there in addition to the new ones. 
I spoke to XXXX a customer service member at Wells Fargo on XXXX/XXXX/2015, at XXXX. XXXX states that he sees the error. The banker XXXX XXXX did not do what she was told to do. XXXX was to call the branch and speak to the manager, XXXX XXXX at XXXX. XXXX called me back on XXXX/XXXX/2015 and states that XXXX XXXX will not return his phone call. XXXX states that he has his boss also sending emails and that he will let me know the results. I called XXXX back on XXXX/XXXX/2015 to check the status. I receive XXXX 's answering machine. I left a message to have him call me back, he never called back. I called the local branch and asked to speak with XXXX XXXX, I am told by XXXX, an employee of the branch that XXXX XXXX is on vacation until Monday. I left XXXX a message to have him call me on Monday. Today is Monday, no call form XXXX XXXX all day. I called the branch today at XXXX and I am told XXXX XXXX is not in. I called the Wells Fargo customer service line. I am transferred from person, to person having to explain my story over and over. I 'm finally passed to the fraud department and spoke to XXXX. XXXX is unable to help me, but is able to give me back the {$35.00} insufficient funds fee, which I feel was stolen from me anyways. She directs me to the executive line to see if I can further resolve my issues. I call and spoke to XXXX XXXX, XXXX states that he will reach out to XXXX XXXX, district manager, to see if she can help. My confidence level for the follow through is ZERO. 
At this point I am truly embarrassed to be a member of Wells Fargo and I am disgusted that I am being treated this way. If I ran a business like this

Company response to consumer: Closed with monetary relief