Consumer complaint received 2025-02-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
On XX/XX/XXXX I received XXXX in the amount of {$35000.00} for the sale of my home. In addition to this check there was another check in the amount of approximately {$1600.00} plus dollars from the department of taxation refund. Upon making the deposit the teller advised me that {$2000.00} of the deposit was made available immediately and then the remainder of the deposit would be made available the following day being today XX/XX/XXXX. On todays date XX/XX/XXXX I received an email alert that the deposit was being held and that there would be a funds release on XX/XX/XXXX and another on XX/XX/XXXX. Upon calling WF I was advised by the rep that when wells fargo tried to verify the funds that they could not verify the funds. They also advised that they have a team that can manually verify funds and that they could not verify them either. So they placed a hold on the deposit and that they would release {$5000.00} on XX/XX/XXXX and then the remaining amount into my account on XX/XX/XXXX if the funds were able to be verified and the check cleared. I called the attorneys office and advised them of the situation and they did a three way call with XXXX XXXX and XXXX advised that the check has cleared on yesterdays date and that they did not receive anything from wells fargo about verifying funds. I called back to wells fargo and spoke with a very unprofessional male employee who not only raised his voice to me once but several times and spoke to me as if I was XXXX. He said that the reason for the hold that was the check did not clear and that they were holding my deposit until the XXXX and they would again attempt to deposit the check again and then the funds would be available. If the check did not clear that they would send the check back to me and I would need to figure out how to receive the funds by another means. I was advised that I could go into a branch and have a banker assist with having the funds released earlier. Upon contacting three branches I was advised that I needed to make an appointment and that the earliest available appointment would be next Thursday XX/XX/XXXX. Being the exact same date that I was advised that WF would attempt to redeposit the check again. The attorneys office has sent me a copy of the cleared check. It cleared yesterday and the funds sent to WF. I have been lied to by at least two reps advising me that they funds were not able to be verified and that they check was on hold until XX/XX/XXXX and at that time they would attempt to redeposit the check then. This is ludacris. I have a copy of the cancelled check and at no point did XXXX XXXX not verify that funds were not available. My house has been sold and these funds are needed for the residence for which I am supposed to reside beginning XX/XX/XXXX and I have no idea that this is going to come to fruition and I have paid for the truck and have to pay for the movers. I have $ XXXX in furniture that needs to be paid for and a payoff on my truck. Wells Fargo is now holding my funds and refusing to release them. This is no an isolated incident. I had an issue with a deposit about a year ago and drove an hour to wells fargo to resolve the issue. Go to weeks fargo stood in line for 30 minutes and then was advised that I needed an appointment and that the next available appointment was the following Tuesday. This was a Wednesday during the week. There were 4 bankers in the offices and each one of them was on their person cell phones and not one and I mean not one of them was with a customer nor had they been the entire 30 minutes that I stood in line. This is not my first complaint and after I get my money from this check it will be the past because I will withdraw my money and move on to a bank with better service and customer standards. I will not be talked to in disrespectful manner by anyone at Wells Fargo and not anyplace else. The reps that answer the phones need to be trained in respect and customer relations and it would behoove WF to use the quality assurance that they talk about when these people answer the phone. I realize that WF could give a rip about me as a customer as I am one in many that they have but it is a deplorable display to be talked to in such a manner that you are made to feel so insignificant by a bank as large as WF. I am appauled that WF has people that do not know how to do their jobs.

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