Consumer complaint received 2026-03-11 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY

Complaint narrative:
I am seeking assistance XXXX obtain documentation about my escheated bank account from Wells Fargo. In summary : I have a Wells Fargo bank account that has been escheated- I have initiated a claim with the California XXXX XXXX XXXX XXXX XXXX XXXX ). The XXXX requires documentation that only Wells Fargo can provide, XXXX prove my association XXXX the bank account. However, I am currently unable XXXX proceed with my claim due XXXX a procedural impasse between Wells Fargo XXXX the XXXX : Wells Fargo refuses XXXX provide me with any sort of documentation about the account XXXX requires the XXXX XXXX contact them directly, however, the XXXX will not contact Wells Fargo XXXX requires me XXXX request XXXX provide the documentation instead. Furthermore, Wells Fargo can not locate the account in its retail system, I have taken all reasonable steps within my abilities, but can not obtain the required documentation myself. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Background : - I opened the bank account in 2009, while residing temporarily in XXXX XXXX. - I am an XXXX citizen XXXX returned XXXX XXXX towards the end of 2009. In the cross-country move XXXX over the years, any physical account statements I might have had can no longer be located XXXX I no longer have access XXXX online account statements. - Money was last deposited into the account in late XXXX XX/XX/XXXX. - I continued receiving Wells Fargo account-related administrative emails until XXXX, the last being received on XX/XX/XXXX. - In 2025, whilst trying XXXX figure out my Wells Fargo online access, I discovered the funds had likely been escheated XXXX the XXXX of California, because of the accounts inactivity. XXXX not aware of when the account was escheated. - I initiated a claim with the XXXX in XX/XX/XXXX. In XX/XX/XXXX, the XXXX requested documentation showing either : ( a ) My name and the address on file, or ( b ) My name and the account number ( XXXX ). I emailed XXXX XXXX XXXX XXXX Department multiple times over the past XXXX months. > I first reached out on XX/XX/XXXX XXXX sent a follow-up email on XX/XX/XXXX, asking for a copy of any documentation regarding the transferring of the account XXXX the state or any other documentation that Wells Fargo XXXX have about the account. >>Jan XXXX : Wells Fargo responded saying theyve provided additional information XXXX the XXXX on XX/XX/XXXX and XXXX work with California regarding my claim. XXXX XX/XX/XXXX : I emailed back requesting documentation again ( as per the XXXXs XX/XX/XXXX request for documentation ) : an account verification letter or the equivalent for escheated accounts, the account signature card, final statement, or any other documentation they had that lists my name XXXX address, or my name XXXX account number. >> XX/XX/XXXX : Wells Fargo responded that they are unable XXXX provide the documentation XXXX instructed that the XXXX should contact them directly if the XXXX requires additional information. >XXXX XXXX : I emailed XXXX XXXX XXXX XXXX Department requesting the matter be escalated- XXXX someone higher in the team, a resolutions/escalations team, or someone with access XXXX archived account records. >> XXXX XXXX : Wells Fargo gave the same response : that they emailed the XXXX with information regarding my claim on XX/XX/XXXX XXXX XXXX work with California XXXX claim the property. After receiving the XX/XX/XXXX Wells Fargo email, I informed the XXXX that Wells Fargo had provided additional information, and that Wells Fargo instructed that the XXXX should contact them directly. - XX/XX/XXXX : The XXXX explicitly stated that they will not contact Wells Fargo and that I ( as the claimant ) have to be the one to obtain the documentation. The XXXX also stated that Wells Fargo only provided the reported information, and that the documentation the XXXX has been requesting is still required. Ive been trying to get into contact with Wells Fargo via their customer service line since XX/XX/XXXX but have been consistently receiving the were unable to take your call at this time message. On XX/XX/XXXX, I finally got in contact with the Wells Fargo customer service XXXX was informed over the phone that : XXXX. The account number can not be located in their current system ( likely due to the escheatment ) ; XXXX. The customer service agent is unable XXXX further search Wells Fargos system for my account without a XXXX XXXX Number ( I do not have XXXX, as I am an XXXX citizen ), or an active XXXX phone number on file ( which I no longer have ) XXXX. An account verification letter can be issued but only if the account can XXXX be located. I am caught in a bureaucratic dead-end. From my experience in these past few months, it appears that there isn't an accessible process for non-citizen Wells Fargo bank account holders, those without XXXX identifiers like an XXXX or active XXXX phone number, XXXX access documentation for escheated accounts ; there being no email option for account servicing, no way XXXX locate an escheated account over the customer service phoneline, XXXX no assistance from the unclaimed property department regarding documentation. This creates an impossible situation for non-citizen claimants.

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