Consumer complaint received 2022-06-07
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XX/XX/XXXX : I started a transfer of assets to move funds ( the balance ) from WF Retirement Savings to XXXX XXXX IRA by submitting a Transfer of Assets form to XXXX. 
XX/XX/XXXX : XXXX submitted this to Wells Fargo on XX/XX/XXXX. 
XX/XX/XXXX : According to Wells Fargo the check was issued on XX/XX/XXXX to XXXX. 
XX/XX/XXXX : I was notified by XXXX that my account needed attention and the transfer of assets for the balance/check was never received to account XXXX XXXX XXXX 
XX/XX/XXXX : XXXX PT Called XXXX XXXX was told by WF Processing Team to call XXXX and asked them what was needed. ( XXXX call ) XXXX PT Called XXXX XXXX XXXX told by XXXX the XXXX never made it to XXXX and to ask WF to place a stop payment ( XXXX min call ) XXXX PT Called WF back at XXXX and was told a stop payment affidavit would be placed after XX/XX/XXXX, told to call back after XX/XX/XXXX ( XXXX min call ) XX/XX/XXXX : XXXX PT Called WF XXXX advised WF team members I never received affidavit in the mail even though Ive been waiting for it. I was told there was no affidavit issued and it would not be sent to me anyway. It would go directly to XXXX. XXXX concluded and they advised me it would go to XXXX. ( XXXX min call ) Filled out a satisfaction survey. Scored all XXXX. 
XX/XX/XXXX : Received a call from WF XXXX as a follow up to survey. Was told someone would look into my issue and I would receive a call back on Friday XX/XX/XXXX at XXXX. ( XXXX min call ) XX/XX/XXXX : No call back received. 
XX/XX/XXXX : Received WF Retirement Savings Statement dated XX/XX/XXXX confirming closing balance of {$1000.00} as of XX/XX/XXXX XX/XX/XXXX : XXXX Called WF XXXX Called to ask about stop pay affidavit request ( XXXX min call ) XX/XX/XXXX Called WF XXXX Called to follow up again about sending a stop pay affidavit to XXXX XXXX I asked about previous ticket opened for stop pay affidavit on XX/XX/XXXX and why there was not yet any action taken even though it had been about 6 business days since my last call. Issued Ticket # XXXX Advised it would take 7-10 days to send to XXXX via mail. Provided mailing address of XXXX : XXXX XXXX XXXX, XXXX XXXX : Check Processing XXXX XXXX XXXX XXXX, OH XXXX ( XXXX min call ) XX/XX/XXXX ( 31 min call ) Called WF XXXX Call answered by XXXX and sent to Advisory Dept XXXX XXXXAdvisory Dept said they handle brokerage only, and transferred to XXXX. XXXX advised that they reissued the stop pay affidavit on XX/XX/XXXX and sent it to the XXXX XXXX XXXX it could take 5-7 business days to be received. The original check was issued on XXXX sent via Bank XXXX XXXX I requested a front and back copy and a copy of the stop pay affidavit so I can send it directly to XXXX as an intermediary. I was advised to wait to see if XXXX received affidavit. XX/XX/XXXX ( XXXX min call ) Called XXXX spoke to XXXX, XXXX advised theyve received nothing on my behalf. Opened new ticket # XXXX requested to receive a manager call back, a copy of the check, a reissued stop pay affidavit to 3 addresses : My address : XXXX XXXX Regular mail : XXXX XXXX XXXX, XXXX XXXX : Check Processing XXXX XXXX XXXX XXXX, OH XXXX Fidelity Overnight mail XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, KY XXXX XXXX a letter from WF XXXX  XXXX XXXX XXXX XXXX XX/XX/XXXX that they sent another stop pay affidavit request to XXXX that was never received. I called the XXXX XXXX representative handling my case each week after and left a message to inform them XXXX never received the stop pay or check, no response. 
I only received a response from WF on XX/XX/XXXX because I filed a CFPB complaint # XXXX on XX/XX/XXXX. They sent me a letter confirming that the check was never cashed and was outstanding they sent another letter to XXXX who advised they can't fill that out since they are not an individual but provided me a letter advising they did not receive my check, which I turned back into WF. I tried to reach out again to follow up with my money on XX/XX/XXXX only to be told I had to contact IRA operations and start over. 

This is very frustrating. It's been almost 2 years of me trying to advocate for myself and following up when my " bank '' Wells Fargo should be helping me.

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