Consumer complaint received 2025-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I am unable to confirm closure of XXXX Wells Fargo accounts : checking and savings. I opened both Wells Fargo checking and savings accounts more than XXXX years ago ( XX/XX/XXXX ) in XXXX, with a great teller named XXXX, at the WF branch between XXXX XXXX and XXXX XXXX XXXX in XXXX XXXX. I was told to return to the bank for full account setup and activation once my ATM card arrived. Yet the card didn't work. Each time I returned ( XX/XX/XXXX through second quarter of XXXX ), I was told a story : bankers were on orientation, support was scarce, no one could help me, return another day, etc. Each time I came back, I was told the same thing. Calls and messages left on tell voicemails on business cards left were not returned. In fall XXXX ( XX/XX/XXXX ), I returned and was told they were too busy to help me. I warned I would close my account if I didn't receive adequate support for my nonworking card. Suddenly, someone was available to speak with me. I met with a college student banker who was friendly and suggested a fix ( internal, not sure what happened ). He said the WF customer service department would phone me to complete card activation. I shared that I would not be in town past XX/XX/XXXX, and I would be gone a long time ) so I needed a call before then. Of course, no one ever did. The first opportunity I had, on Sat, XX/XX/XXXX, before XXXX, I went back to the branch to close the account. I was told no one was available to help me close the account. I shared that if for XXXX years they kept me from using it, they could not keep me from closing it. I was then told ( young male teller, sole teller at front that morning ). I could close the account by withdrawing all funds. I argued that I did not want to do that, then be charged with fees. He confirmed that I would not be, that I could successfully close the account by withdrawing all funds, then calling the customer service number on the back of the nonworking account card XXXX hours later. He told to call the customer service hotline the following day to state that I'd closed the account and that that action would confirm the closure. I withdrew the funds, and he provided with XXXX receipts ( included below ). I phoned on Sun, XX/XX/XXXX, and spoke with a customer service rep named XXXX at XXXX. She asked me XXXX questions about the account, after which I told her that my sole goal in calling was to ensure that I never, EVER had to deal with Wells Fargo in any form for the remainder of my natural life. She confirmed that both checking and savings accounts had " transition to closed state '' over the weekend and that I would receive confirmation of the closed status via mail. As a final measure, I asked XXXX to confirm closure of BOTH accounts, which she did. I was thrilled to be done with Wells Fargo, until I received XXXX letters XXXX weeks later, dated XX/XX/XXXX ( XXXX sample included below ). Both letters stated " We could not close your account as requested because of the following condition ( s ). There is a pending withdrawal in process. '' I never should have received these ridiculous letters, as my dual account closures were unequivocally confirmed by the branch teller in person on XX/XX/XXXX and by XXXX via phone on XX/XX/XXXX. I am entering this complaint to ensure that I receive final confirmation letter that both accounts are closed. Wells Fargo appears to have deliberately made it hard for me to close my account of my free will. Yet Wells did not earn my business, so I had a right to close the account and end my ties with Wells. My experience with Wells Fargo has been terrible. I would never seek any business transactions with Wells Fargo again.

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