Consumer complaint received 2023-07-27
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: WELLS FARGO & COMPANY

Complaint:
I have had to make a total of XXXX visits in maybe XXXX weeks and this is my XXXX complaint! Wellsfargo on XXXX in XXXX Texas is the worst. My grandmother passed away on XX/XX/XXXX. the XXXX time I went to wellsfargo was XX/XX/XXXX for assistance, since the first time I waited XXXX minuted and finally got to someone and oh were closed now. I was told to scan the death certificate online on XX/XX/XXXX and make an appointment since the scanner was not working for them to upload the documents I gave. The guy told me since I don't have the safe deposit key they will cut the box open. When I go to the bank on XX/XX/XXXX for my appointment where I detailed what I needed and I have no key to the box XXXX called wellsfargo reps for help cause she could not see the death certificate. so legal verifies it and ask if I have probate. I said no I have a XXXX XXXX, will and I'm on the death certificate. XXXX says a XXXX  is not valid when they die and not in any state. I said that is a lie a XXXX  is not valid upon death it says it on the last page but a XXXX is valid after death and legal is lying I can call my attorney and you can call the courts downtown XXXX XXXX. I did not bring my documents because I did what I was told already online and scanned it. Finally I'm told their is a form for me to sign that the bank will notarize and then I have to wait a week to get the box drilled open and have to wait 30 days from her death to sign the form. I was mad cause I should have been told this and I had to go back on XX/XX/XXXX the day I was going out of town that pushed my trip time back to leave but that doesn't matter to wellsfargo. XX/XX/XXXX XXXX XXXX helped me and asked me for the XXXX death certificate that i already uploaded to you people and was verified and plus social security verified her death and yall sent me letters the first week of XXXX of it! Now XXXX tells me oh this will take XXXX XXXX XXXX XXXX has to upload the death certificate and fillout the form for legal this is nonsense and a waste of time XXXX XXXX should have told me this yesterday but no she didnt! The lack of communication and misinformation is ridiculous and embarrassing for wellsfargo. XXXX misinformed me and delayed my plans. I took responsibility of my grandmother and she trusted in me when she was a live and that when she died I would handle her affairs responsibly and wellsfargo gives me the run around. Truly this is terrible how the bankers at this wellsfargo are not willing to help you unless you have an appointment, they push for appointments when you should be able to walk in to the bank and receive assistance its their job! It's what their paid to do. Apologizing does absolutely nothing, do better! Educate your staff and give a XXXX about people 's time. When I spoke with XXXX after telling her initially I wanted to close the accounts and open the safe deposit box she asked if I wanted to keep the accounts open and them in my name.

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