Consumer complaint received 2026-06-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
I am writing to file a formal complaint regarding my experience while attempting to close my Wells Fargo account. On XX/XX/XXXX, I visited a Wells Fargo branch to cash a check. During that visit, a teller asked if I was interested in opening an account. Although I was initially unsure, I ultimately decided to open an account. Shortly afterward, I decided that I preferred to continue banking exclusively with my credit union and no longer wished to maintain a relationship with Wells Fargo. Before attempting to close the account, I called Wells Fargo Customer Service to ask about the process. I was informed that I could either close the account over the phone and receive a check by mail or visit a local branch with my driver 's license and close the account in person. Based on that information, I visited a Wells Fargo branch at approximately XXXXXXXX XXXX on XX/XX/XXXX to close my account. I informed the teller that I wished to close the account. The teller requested my driver 's license, verified the last four digits of my Social Security number, and sent a verification code to my phone. I also completed a withdrawal slip. Everything appeared to be proceeding normally. The teller retrieved the funds and informed me that the final step was for a manager to review the transaction. When the manager arrived, she informed me that she could not close the account at that time because she needed to contact another department. No additional explanation was provided. She asked me to take a seat in the lobby and estimated that the process would take approximately 20 minutes. While waiting, I became concerned because this was not the process that had been explained to me by customer service. As time passed, I began to feel that I was being unfairly scrutinized and called customer service to discuss my concerns. The manager later called me back to a window and informed me that she would be handling the transaction. She requested my driver 's license again. I explained that I had already provided my identification and completed the verification process with the first teller. Nevertheless, I was required to repeat the entire security process, including completing additional paperwork. The manager stated that the issue was related to security concerns and informed me that my signature needed to match the signature on my driver 's license. My original signature was correct. However, by the time I was asked to sign again, I was feeling emotional and frustrated by the situation and scribbled my signature. Once the issue was explained, I signed again using my normal signature as it appears on my driver 's license. During the interaction, the manager made a comment to the teller indicating that she expected to receive a call regarding the situation. I also overheard portions of conversations taking place in the back office area, although I was unable to hear everything that was said. This entire experience left me feeling embarrassed, humiliated, and as though I was being treated like a criminal while attempting to access my own money and close my account. While I understand and respect the need for security procedures, I do not believe the situation was handled with adequate communication, transparency, or professionalism. The lack of explanation, the repeated verification process, and the manner in which the situation was handled caused me significant emotional distress. I felt profiled and unfairly treated during what should have been a straightforward account closure. I respectfully request that Wells Fargo review this incident, explain why additional verification was required after I had already been verified by the first teller, and address my concerns regarding the way I was treated throughout the process. This was the worst banking experience I have ever had, and I hope Wells Fargo takes steps to ensure that other customers are treated with greater respect and provided with clear communication when issues arise. Wells Fargo XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX Person Who Was Helping Me, XXXX

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