Consumer complaint received 2023-02-02
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I have had MULITPLE problems with Wells Fargo. I have been a customer since XXXX. The most recent problem began at the beginning of XXXX, XXXX. I had opened a new business checking account with another online company. I linked my Wells Fargo savings account with this online business account at another bank. Test deposits were confirmed by Wells Fargo. When I tried to transfer money out of WF into the new online account, I kept getting an error message ( transfer was denied to " protect '' my account ). I noticed the transfer limits were much lower than the amount allowed to another online bank account I had. So I tried the lower amount. I received a call from WF fraud protection. I confirmed all of my info with that person. She said I should now be clear to make the transfer up to my low limit. She said this was often done with new linked accounts, but that I should not have any future issues with ACH transfers to that account. She said it could take an hour. I tried XXXX hours later. Would not work. I tried the next day. Would not work. 

Over the course of the next XXXX weeks, I spoke with more than XXXX PEOPLE at Wells Fargo, from lower level reps to supervisors, to XXXX different people at the " customer advocacy office '' for WF, who eventually recommended filing a complaint on my behalf to the " LineofBusinessExecutiveOffice ''. I filed more complaints because no one got back to me. I spoke with supervisors who spoke with the " technical '' department, and no one could figure out why I could not transfer any money to my business checking account. NO ONE at Wells Fargo, more than XXXX people including several higher ups could tell me why I could not transfer my own money to my own business checking account. I was able to transfer {$250.00} eventually ( the limits are $ XXXX and $ XXXX ). 

I have not been able to transfer a single dollar more than that now for over a month. " XXXX XXXX '' from " XXXX of XXXX XXXX XXXX '' finally replied after a couple of weeks. She had left a voicemail after I missed her call. I called right back and left her a voicemail to call me again. She did not. A week later, I called and had to speak with someone else to try and reach her. She finally replied after a week. She could not figure out the problem. She said she needed to look into it. So another week passed, and she left another voicemail. I called her back the same day and left her a voicemail saying to please call me back. I also replied to her email in the WF secure messaging saying I left her a voicemail and to please call me back. This was a week ago now. " XXXX '' has refused to reach out to me again. Additionally, she was not professional and was a bit rude the time I did talk to her, often speaking over me. She was pretty dismissive of the whole issue. But now, no one will reply back to me, and no one can solve the problem. The last email I got from XXXX " XXXX '' said I should remove the business account and try again... to just start over. 

The " customer service '' at Wells Fargo has been horrendous. Not a single person has been able to tell me why I can not transfer my own money to my own, linked business checking account. It's been over a month now. And the " top level '' customer complaint office has failed to reply back to me now after a week, after I have left a direct voicemail on the rep 's direct line a week ago and also replied to her email a week ago. 

I am trying to run a new startup business, and I can not send another single dollar to fund my business checking account from my WF account. And the fact that the highest levels of Wells Fargo " customer service '' refuse to reply to me makes it all even worse - exponentially. 

I don't think Wells Fargo values my business with them after 14 years. I have wasted roughly XXXX hours of my time with this latest issue alone ( phone conversations with over XXXX people, being on hold, writing emails, filing complaints, etc., and it has cost me an ENORMOUS amount of frustration. WF is hindering my ability to run my business. And they simply say " you can try again '' in their latest attempt to resolve this. Wells Fargo will have to decide what it wants to do to keep me as a customer. 

I am pretty shocked at the level of incompetence, and I'm completely ready to close my Wells Fargo accounts.

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