Consumer complaint received 2021-05-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
This is related to complaint # XXXX. Wells Fargo & Company ; ie, Wells Fargo Bank XXXX. responded to the complaint with the same letter and person, XXXX XXXX, on XX/XX/XXXX, that the Company has issued several times before in XXXX, XXXX, and XXXX. The Company just sent a letter by XXXX XXXX, Exec Office Case Specialist, dated XX/XX/XXXX stating that an individual within the family was taking care of the Trust Account for XXXX XXXX and XXXX XXXX XXXX 's account. That is not correct!! My parents had a Trust account with Wells Fargo since XXXX, which did NOT have access to online banking, e transfers, mobile banking and received paper statements since the beginning. Wells Fargo Bank XXXX. is standing on a policy that my father, XXXX XXXX XXXX, did not notify the bank within the 60 days of the fraud. He was not aware of it until XX/XX/XXXX. It began prior to XX/XX/XXXX. My complaint is that this was at that time and previously, a Trust account, which is a Fiduciary account. The Trust states the only Trustee 's are XXXX XXXX XXXX and XXXX XXXX XXXX. XXXX, my mother, passed away XX/XX/XXXX, which then left my father, XXXX XXXX XXXX as the sole Trustee. Wells Fargo Bank did change the account to list XXXX XXXX XXXX as the only Trustee, which is in the legal Trust documents, which I have. It is illegal, against their policy and impossible to add or remove a Trustee to a Trust account with Wells Fargo Bank. Federal Regulators, FDIC, Treasury Department, protects the assets of the Trust and holds the Trustee accountable and the Trust protected by these rules and regulations. 

Wells Fargo & Company/Wells Fargo Bank XXXX. violated these regulations by allowing an individual, who is not named in the Trust, to be added as a signer to this XXXX account!! 
XXXX XXXX Attorney, XXXX XXXX, and her office recognized this also, and filed 22 felony charges against the individual who gained access to this Trust account and added credit cards, online banking, mobile banking and surepay access to the account, which was frauded for over {$180000.00}. 
The prosecutors office for XXXX XXXX interviewed XXXX XXXX of Wells Fargo Bank and she claimed she doesn't remember anything. I personally met with her with my father and my wife in XX/XX/XXXX to alert her about the situation. Clearly, she knew my dad, was aware of XXXX and XXXX XXXX and understood the capacity of my father. She knew he didn't have a cell phone, computer nor the understanding of any of this technology. I witnessed him questioning XXXX and a XXXX XXXX at the bank why his bank statements were not coming to him in paper form. They had no answers and scrambled to keep me and my wife from listening to his conversation. They are the one who gave to me the email address on the account, which is one of XXXX XXXX 's. 
For Wells Fargo Bank XXXX. to claim no responsibility is absurd. THIS WOULD NEVER HAD HAPPENED IF WELLS FARGO BANK WOULD HAVE ADHERDED TO THEIR POLICY AND THE REGULATIONS RELATED TO TRUST AND FIDICUARY ACCOUNTS. 
I wonder how many other Trust accounts have been frauded by Wells Fargo Bank, N.A. 
This is a criminal act, worse then the credit card and debit card scam perpetrated by XXXX XXXX. 
I want Wells Fargo Bank XXXX. to admit their fault, take full responsibility for their actions and lack thereof to allow this to happen to my parents Trust account. I then want the accounts to be made whole prior to this fraud occurring. That is the resolution I will accept. I have contacted XXXX XXXX XXXX of Arizona, The Attorney General 's Office of Arizona and the Federal Reserve Board. I have previously contacted the CEO, CFO, and Executive VP of Customer Relations of Wells Fargo Bank with no results. The same " form '' letter is sent out with Wells Fargo Bank XXXX. stating their policy. WELL, THEY DID NOT FOLLOW THEIR POLICY REGARDING TRUST ACCOUNTS ON MY FATHER 'S TRUST ACCOUNTS WITH THEM!!!

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