Consumer complaint received 2020-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
On Thursday, XX/XX/2020 at XXXX I called Wells Fargo and was on the phone for over 2 and a half hours. I wanted to have a copy of a chargeback sent to me for my company. Also I wanted to know why I received an overdraft on our one account. I asked for the balance and the amount that I originally called about and it was {$1300.00} less than what it was supposed to be. My balance last time I checked was {$4100.00} and today {$2700.00} and I did not authorize nor conduct any transactions. In going over the information with the bank there was a chargeback against my account in the amount of {$510.00} which I had confirmation from the Visa company that they withdrew that amount in XXXX and I wanted to verify whether those monies were actually withdrawn from my account because we reimbursed the customer that amount in XXXX. I asked the customer service rep to put the account on hold and not allow any other withdrawals. She said there were several options, close the account and have the check mailed to me for the remaining balance, come into the branch and close the account or just withdraw the amount I was comfortable with, but that could only be done at the branch. I offered to come to my local branch, but they said it was closed due to the coronavirus. I asked about 2 other locations and those were also closed. I said under these trying times we need to conduct this over the phone. Then she told me that my one account had another charge on it. I at that point told her out of frustration I wanted to close the account and have a check mailed to the address on record. She told me no I could not have my money since I have a claim for {$670.00} opened and I told her to forget about the claim and I just want my money. I am still waiting for another claim which was reported to the police as there was fraud on the account for {$3000.00} and it has been over a year and I still have not been reimbursed for that account to date. They told me that I didn't report it within 24 hours so they weren't responsible to refund my monies which were illegally removed from my account. I told her I want to use the other option she gave me to close the account and have a check sent to me because our company is struggling right now due to the current coronavirus situation and I needed the money for our bills. She said no and I said that's our money not yours and I want you to send it to me. She then said that I was unprofessional because I was getting upset and she was disconnecting the call at which point she hung up on me. I was on the phone from XXXX until XXXX and they kept switching me to different people and the last lady was allegedly a supervisor. This is extremely poor business practice and I feel it is illegal for them to keep our money and not send it to me when I request it and ask to terminate our business relationship.

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