Consumer complaint received 2022-06-08
Company: WELLS FARGO & COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX, XXXX XXXX called Wells Fargo at XXXX to request the closure of our joint Business Checking and Business Savings accounts since the business is now closed. He believes he spoke with XXXX but if the calls are pulled and the call notes reviewed, this can be confirmed. Anyhow, XXXX informed the representative of the request to close these accounts and to move any remaining funds into our joint checking and joint savings accounts which the representative did. However, the representative put through a closure of the business savings account and, in error, our joint personal checking account. In reviewing my emails on Monday morning, I noticed the error and immediately called the bank at the toll-free number again. I spoke with a representative by name of XXXX. She basically informed me that there was nothing she could do since the closure of the incorrect account was in pending status. When I requested to speak with a supervisor, she transferred me to the escalation line where I spoke with XXXX XXXX, id # XXXX. He basically said that same thing. I was dissatisfied with how my problem was being addressed, or should I say not addressed, that I asked for further escalation. He said my issue was going to be forwarded to the XXXX XXXX XXXX XXXX XXXX and provided me with documentation # XXXX. Due to unresolved concerns, I called the toll-free number one more time. Some female answered the call and when I expressed that I needed some further information from my call with XXXX, she asked me to hold and just cold transferred me to XXXXXXXX XXXX. There I spoke with XXXX XXXX, the only person that seemed to at least try to help me. XXXX 's id # is XXXX. XXXX reached out to his Customer Advocacy Department but they advised him that since the account was in pending status, there was nothing they could do. He then reached out to the Consumer Advocacy Dept. where he was advised the same. XXXX made a final attempt by calling the Over Draft Collection and Recovery Department to address my concerns and he was again advised that they could not do anything to assist since the account was still open. XXXX advised that once the account is closed, and if I am hit with any third party fees because of such, I can contact the Customer Advocacy Workgroup and they would be able to pull all my calls and determine if they had made an error. XXXX did confirm for me that as long as a balance remains in the account it will remain in pending status and not be closed. He also confirmed that my upcoming direct deposit scheduled for XX/XX/XXXX would go through to the account. On XX/XX/XXXX, XXXX completed an online survey regarding the services provided by the bank. On XX/XX/XXXX, XXXX presented to the Wells Fargo in XXXX XXXX, PA in the hopes of speaking with a banker and resolving the issue. Instead he entered an empty bank and was advised that he could not see a banker because they had already scheduled all their appointments for the day. I want Wells Fargo to accept responsibility for this error, that the representative that made the error be reprimanded and coached, and that Wells Fargo be held accountable for any third party fees that I XXXX incur due to their error. I have submitted an online application for a new account but " have to wait for it to be approved '' and then I will begin the process of changing my direct deposit and all my accounts for future payments. I have been a customer of Wells Fargo since the days of XXXXXXXX XXXX in XXXX. I have never been so dissatisfied with how impersonal and unprofessionally Wells Fargo has handled this matter and my accounts. There is no accountability and customers are dehumanized with a keystroke.

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 monetary relief