Consumer complaint received 2025-12-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
In XX/XX/XXXX, My husband and I went to our local Wells Fargo bank in XXXX XXXX. The reason for our visit was to connect his bank accounts with mine so we can transfer funds from both our accounts without using XXXX. The Banker, kindly suggested that I hyphenate my name in order to make things easier. My reply was " That is not my legal name. I never changed or hyphenated my name when we got married ''. I also had no legal documentation with me at that visit other than my Driver 's license, which clearly has my birth legal name on it. I did not bring my marriage certificate, birth cert. or S.S. Card. My Driver 's license is clearly my legal birth name. Our intention on that visit was NOT to alter my legal name. 
She assured us that both my names could be used at the bank with no issue. I have been with Wells Fargo for over 25 years, I have never had an issue with any service, brokerage or in person banking customer service before this transaction. As of XX/XX/XXXX, all my bank accounts, including my Brokerage account had incurred a name changed with my maiden name being hyphenated with my husband 's last name. 
On XX/XX/XXXX, I opened a XXXX account in my legal birth name and requested a Roll-Over Transfer of my IRA from Wells Fargo to my new XXXX account XXXX I was told the process would take two weeks. I waited patiently. The first submission for transfer was sent on XX/XX/XXXX. On XX/XX/XXXX, the transfer was declined with no reason being given to XXXX or myself. I had to each out to the Broker at Wells Fargo who was my advisor for 25 years. He fixed the issue. The issue was my money had been liquidated and placed into a brokerage cash account. I had taken XXXX dollars out, paid the taxes on it and moved that money to high yield account at another bank. I could not roll over the remainder of the money to XXXX, because it needed to be in the XXXX account, not the cash account. My broker moved the money where it needed to be, in order for the transfer to happen. 

On XX/XX/XXXX I called WF customer service again. I spoke with a woman, XXXX. I do not recall her last name. She explained that the name on the Brokerage account does not match the name on the XXXX account and that is the issue. I was being told by WF and by the XXXX Solution specialist I would need to fill out a " One and the Same Letter '' showing that my legal maiden name and the hyphenated name are the same person. I refused to do this, as my name was never legally changed and I did want to make matters worse. So, instead, I made an online appointment for XX/XX/XXXX at XXXX with a banker. I brought my husband, and I brought my Birth Cert., My Marriage license, My S.S. Card and my driver 's license. I asked him to change my name back to my legal married name. I also told him that a woman in this office changed it without seeing a legal court document saying I legally changed my name to be hyphenated. I also told him that this is causing issue with my transfer of funds to another bank. He DECLINED to see my documents and proceeded with " LEGAL NAME CHANGE Form ''. I asked him to include all my accounts including the brokerage account, in which he responded he would see what he could do, but the brokerage account is separate from the banking. I have the customer report for that visit. All my accounts, Debit cards, and credit cards were corrected. My Brokerage Account Was NOT corrected. I contacted my Broker, and through his assistant, I was told there is no way to change a name of a brokerage account without legal documentation. I have the proof it was done in XX/XX/XXXX. 
Another transfer request was submitted by XXXX and again it was denied on XX/XX/XXXX. 
Feeling desperate and frustrated, on Saturday XX/XX/XXXX, I downloaded a WF document " One and the Same '' filled, it out signed it and faxed it the Fax number on the form. I also, emailed my broker at WF the same form. I also emailed him my Birth Certificate and My Marriage license for proof of my legal name.

After this my Broker asked his assistant to stay in contact with me as to assist on getting my money transferred. 
On XX/XX/XXXX, I received a phone call from my brokers assistant. I was in the car and had to pull over to write down " specific verbiage '' that was to be submitted on the next transfer request. I have that verbiage in an email from the brokers assistant. I was to make sure that XXXX use that verbiage on a memo form that went along with the transfer request. Then my brokers assistant said to submit request. The XXXX Solutions Specialist did all of the above and at XXXX XXXX XXXXXXXX got another denial. 
The reason for this denial, was that it was submitted too soon and a 48-hour hold was placed on my account because of too many submissions. 
On XXXX, I received another phone call from my brokers assistant, she said she has spoken with her boss in the " Back Office '' and now I have new " Verbiage '' to ask XXXX to use on the next submission and to submit it today, XX/XX/XXXX. I did that immediately. When speaking to another team member from XXXX, because the woman I was working with was unavailable, I was now informed I need to supply XXXX with my Marriage license before resubmitting the transfer request. XXXX emailed me a secure link on my account page and proceeded to download the document. On that same day, Friday, XX/XX/XXXX, I got a text message from the Solutions Specialist saying this " I just spoke with the associate you worked with while I was on a call, I'll continue to keep an eye on the latest TOA That's been submitted and keep you posted if there is any updates this afternoon. Friday at XXXX I got another text message from the solutions specialist at XXXX saying this '' I took a further look at the last submission of the transfer. It is still awaiting further response from Wells Fargo review. I will be here until XXXX est then out on Monday. We'll see if there are any developments in the next couple of hours. 
At XXXX that same day XX/XX/XXXX, I was at the local branch of Wells Fargo XXXX XXXX XXXX XXXX XXXX The branch manager was alerted that I needed to speak with him. He came out of his office, as he was sitting in the office with a woman employee. That employee was the woman who illegally changed my name on XX/XX/XXXX. I explained everything to him that is in this complaint. He said, my complaint and proof are valid and proceeded with filing the complaint. 
I had printed out the first pages of all my statements from all my accounts at WF, for the months of XX/XX/XXXX and XX/XX/XXXX to show the manager when the name change occurred. I can not get the customer report off my online account as it has been over 3 years. I also requested that report from the Branch Manager. I brought in all my legal documentation, which he scanned and included with the statements in the complaint he was filing. A complaint was filed by the Branch manager of The XXXX Wells Fargo on XX/XX/XXXX at XXXX case # XXXX. 
It is now Sunday, XX/XX/XXXX 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