Consumer complaint received 2016-08-31
Company: WELLS FARGO & COMPANY
State: OH
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On Wed, XXXX XXXX I opened an account with Wells Fargo after I sold my home in New Jersey what happened between that and when I closed XXXX XXXX, took me by surprise. On Friday XXXX XXXX. After I the bank check had cleared I went to a local dealer and brought a new car. By Sat. XXXX XXXX going into the first weekend of having an account at Wells Fargo, for some reason they turned off the temporary ATM card that was given to me with no reason on why. It took me to Sunday XXXX to get that resolved. At first I was told that I would have go back to the branch which by then was closed until Monday. However when I called and complained a lot, the call center was able to fix that problem. When I did actually moved Wells Fargo froze all purchases made with the ATM card by them I been using the permenant one. The purchases were frozen since Wells Fargo was concerned that somebody had gotten a hold of the ATM card. When I called them about the first problem I told Wells Fargo many times that I was in the middle of moving. The second time they did n't understand that I had moved and froze the card anyway. Before leaving I told Wells Fargo that since I am moving and stopped all mail when I was still leaving in XXXX by Monday XXXX XXXX my ATM card was declared lost and stolen, I had called them and asked them to over night a new one to me and was told it would be there that Wed XXXX XXXX. On Tuesday XX/XX/XXXX I am staying with Friends XXXX of them tried to call Wells Fargo and see if he could get them to speed things up. The person whom he spoke to a branch manager from Texas insisted that the process would take 2 days. Oddly enough a replacement did arrive on XXXX XXXX and at XXXX. A full day before Wells Fargo said the new one would arrive. Between XXXX XXXX and Monday I did try to get the bottom of this. Even sending a complaint to the XXXX. Somebody from Wells Fargo contacted my phone left me a message saying that somebody would contact me. Naturally that never happened. On Sunday I called Wells Fargo and the person from there call center told me that somebody would call that person never did either. When I did reach a supervisor the person read to me what was on the screen, ATM card lost or stolen, never mind that Wells Fargo never contacted me. I did try to tell this person that all I said to them before I left XXXX I was concerned that the XXXX ATM would be mailed to address where I did not live anymore that supervisor did n't want to even listen or hear it. He saw ATM card Lost or Stolen and that was that. Monday night when I got to my hotel I tried again reaching somebody from the online banking/ATM cards. That person read to me what was showing on his screen and could n't answer me why nobody tried to contact me at all. I based that on a voice message and what an banker from there call center said to me. Nor he could even explain to me why I was never contacted. Even I did change my contact number Wells Fargo had an active email address which they did not use either. All I am looking is what is going on and why I was never contacted.

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