Consumer complaint received 2024-11-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
XX/XX/XXXX ' Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX, ca XXXX told me in person that they were " trying to locate '' my safe deposit box XXXX in the system week prior to XX/XX/24 i call a separate branch down the street, they confirm that both of my safe deposit boxes are Located and ACTIVE at XXXX XXXX XXXX XXXX XXXX ca XXXX. 

XX/XX/24 Wells Fargo meeting with banker XXXX XXXX to access my safe deposit box at branch XXXX XXXX XXXX XXXX XXXX, CA XXXX. This is a active box my family trust has owned for decades and i have been actively paying for XX/XX/24 when they collected another payment in person prior to trying to physically find the box. Upon arrival XXXX and a gentleman claiming to be the " assistant manager '' ( at a following appt told by the real manager that that gentleman was not a assistant manager and was just a banker ) both celebrate our arrival and explain in detail to me and my goddaughter that they're so happy we are here and hope we are the " answer to our mystery box ''. We are confused and ask what they mean. XXXX and the fake assistant XXXX explain that they have a active box with a similar box number one digit off ( mystery box XXXX, our box XXXX ) so they hope its just a computer glitch and we are the owners to that box. I went into the appointment knowing wed most likely need to drill out my boxes due to me losing keys often and my needing to drill out my boxes at other banks often enough. I brought in random keys i found hoping one would work, with the odds not in my favor, none of the keys worked for the " mystery box '' and there was no box at all with our correct box number on it. When we asked if they would drill out the mystery box that they were hoping was ours to see if our precious family jewelry was inside, XXXX and the fake assistant manager said they could not drill it out since our keys did not unlock it. They would not drill it in case it does belong to someone else. 
At this point when we start asking more questions due to them planting the seed that they mystery box was most likely ours. XXXX then changes her story completely and says that the mystery box is not a mystery and it has a owner that they can not disclose but that it is in fact not a mystery box. when we question the entire conversation they told us upon arrival she was speechless and would only respond with " we can not disclose that ''. 
XX/XX/24 I file a complaint with XXXX XXXX consumer complaint department. Our case XXXX XXXX XXXX started case XXXX. When XXXX got ahold of the safe deposit department ( they do not give out the safe deposit departments contact ) the safe deposit department then kicked XXXX off the case and said they would deal with it directly with the branch and us as customers could only get information pertaining to this matter from the branch directly. We were lied to numerous times from the branch so did not have full faith in this route. 
XX/XX/24 Meeting in person with the Wells Fargo real XXXX XXXX XXXX. XXXX makes up story that it was a computer glitch and our safe deposit box was actually closed out years ago when a separate branch closed and our other active box was transferred to their branch. XXXX try 's to refund us all of the payments we have paid keeping it active ( this is a cop out when our family jewelry is inside ) this same branch was busted for major fraud a few years back. During this meeting XXXX 's story about the mystery box, that we were questioning due to his employees planting a big seed, changes multiple times. I ask XXXX to provide signed documents supporting his claim of the box being closed years ago. XXXX responds that Wells Fargo is not obligated to provide them. Wells Fargo will not provide proof behind their cover up story, due to those documents not existing since we never closed the box. Our sentimental family jewelry is inside that box and the box is missing. Both of my parents passed away, that jewelry means the world to me.

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