Consumer complaint received 2023-10-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY (NV)

Complaint:
On XX/XX/2023, Wells Fargo called me and notified me the letters " XXXX '' were in my mailing address and told me I needed to remove them because they could not verify my address. I did, and told them I didn't know what those meant or where they came from. 
On XX/XX/2023, all my transactions started declining on my debit card and my whole day was messed up. I contacted Wells Fargo Debit support and the representative told me everything was fine on the bank 's end. Upon insisting, he told me there was a " money laundering fraud alert '' on my account. He told me he had no other information. I asked to speak to a supervisor who told me that was nonsense. He told me I needed to visit a Wells Fargo branch in the morning to verify my address or the account would be closed. I told him that I would do so, but that under these circumstances I wanted to close my account anyway and retrieve my funds in the morning. He guaranteed that I could retrieve my funds in the morning and advised me that If It wasn't convenient for me to visit a branch to verify my address, I could call the branch responsible for this hold in XXXX XXXX at XXXX. The next morning on the XXXX, I woke up to numerous emails stating that my account services were disconnected, the account had been closed and approximately {$11000.00} was missing. I called the branch immediately as instructed and was told the had absolutely no idea exactly what I was talking about and explained they had no authority to do such a thing. I then called customer service at XXXXXXXX XXXX who told me they had no Idea how this could have happened and they verified that no emails, mail or other notification of this were sent to me. He then transferred me to XXXX XXXX with the " customer advocacy '' team to further research a resolution. XXXX was extremely disrespectful, antagonizing and sarcastic. She told me that my address was set as a commercial address then stated " ..you don't live at a commercial address do you? '' and explained that as the reason the account was closed. I explained that I was experiencing extreme hardship due to this, couldn't eat, buy fuel or finish my trip and needed my funds immediately. She responded with " too bad, maybe you should have opened your mail, this is your fault. '' Infuriated, I demanded to know where my funds were. She told me a cashiers check was sent to my old address. I explained to her I have no way to access that address and she stated " again, thats your fault. ". 
I called back on XX/XX/2023 and spoke to XXXX at XXXX with Wells Fargo XXXX customer service. After explaining how disrespectful the previous representative was, XXXX called me " persnickety ''. He then did not want to help and again transferred me to " customer advocacy ''. They told me that my account could not be reopened, that I would not receive my {$1000.00} in pending refunds and told me I could open another account. They stated that after 15 business days, the cashiers check mailed to the wrong address could " possibly '' be reissued in another 15 business days after a 10 business day administrative review. The representative stated a complaint was filed with customer advocacy under the reference number XXXX. Additionally, my name has been added some sort of fraud warning system and now I cant open any bank accounts. Wells Fargo has damaged my reputation, caused me immense grief and inflicted immense emotional and financial damage, leaving me stranded XXXX miles away from home with only the cash in my pocket and no indication of how to access my funds.

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