Consumer complaint received 2025-03-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
On XX/XX/XXXX of 2024, at about XXXX ; XXXXXXXX XXXX  ; I, approached the bank counter of Wells Fargo Bank located at XXXX XXXX XXXX XXXX, XXXX, Georgia XXXX. I presented Bank Rep # 1. with a withdrawal slip and my GA Driver 's License, requesting XXXX form my checking Account, after having prior notice via mobile banking that my complete funds were cleared and available in my accounts. Bank Rep # 1 took the beforementioned information from me and immediately she was joined by Bank Rep # 2. Both Bank Rep # 1 & # 2 began working on the same computer. Both Bank Rep # 1 & 2, began whispering with each other while looking at me in a peculiar way. They asked peculiar questions such as : Who gave me the check that I had deposited for XXXX? Why did they give me the money? What was my relationship with the person who gave me the money? they told me to ask the person who had written me the check for XXXX to write me another check. I asked them why would the person need to write another check if the check is already shown as cleared and available? They told me that they needed to do some investigation and asked me to wait in the lobby area. After approximately 30 minutes of waiting, I was told that they were unable to help me without given a valid explanation. I practically begged for them to give me a reason why they weren't able to help me and that was when they told me that it was because my signature on file did not match the signature on my Driver license. I asked them to provide me with other ways of proving my identify and I also suggested ways in which that I could prove my identity such as : other forms of identification, or to log into my mobile banking account, or to show them all the New Accounts ' Emails that I had received from Wells Fargo, etc. ; however, they did not accept any of my suggestions nor did they offered any additional ways of proving my identity. Instead, I was told to : " Try to go to another Bank perhaps the bank in the area where I live '' and that regardless of what proof that I have, still I will not leave with the money. '' at this time, I started to record the negative experience that I was having with the bank, with my cellphone ; this was when Bank Rep # 3, who identifies as a supervisor, stated that he is going to call the police in order to trespass me from the bank, due to my recording in the bank. The police were called, and I waited for the police to arrive. Approximately 5 minutes a police officer entered the bank. During this time, I continue to record the conversations between the police and Bank Rep # 3. Bank Rep # 3 stated to the police that I attempted to withdrew XXXX and the Police officer asked him if I was a customer, which Bank Rep # 3 struggled to answer. Bank Rep pointed to me to let the responding officer knows that I was still recording and the officer told Bank Rep # 3, that it was ok with him because his camera was recording also. Shortly thereafter, the same officer spoked with me, and I explained my interactions with the bank. After a brief interaction with the officer, I left the Bank without further incident and without receiving service. 
On that same day at approximately XXXX XXXX, after driving for over 1 hour, I arrived at another Wells Fargo Bank, located on XXXX XXXX XXXX XXXX in XXXX GA. I entered the Bank, and I offered the same GA Driver License that I presented at the previous location to one of Bank Rep. I began explaining my horrible experience with the Bank Rep. The Bank Rep recommended that I spoke with the Branch Manager of her bank. I made a complaint with Branch Manager ; and I was given a complaint identification number : XXXX ; and was told that someone would contact me from the Bank Corporate office . I told the Manager that given my horrible experience and poor customer service that I had received from the prior location, I would like to withdraw all of my money and close my account. I withdraw all of my funds form the Bank, closed my accounts and I left the bank without any further incident.

At approximately 5 months later, after I decided to send a letter to Wells Fargo Registered Agent 's Office, I received a phone call from someone who identifies himself by his first name only. The said person went over the letter that he received from me in order to confirm all the details. The said person told me to give him a few weeks to do his investigation and then he will be in contact with me. approximately 2 weeks later, the said person, spoke with me on the phone. The said person basically explained to me that I had no right to continue to do a recording in the bank after I was told not to record and that they did not find any wrongdoing on the part of Wells Fargo and its employees and that I am now free to do whatever that I want to do. That said person also told me that he will also send me an email explaining basically the same thing that we were speaking about on the phone. I did receive an email from Wells Fargo ; however, I was unable to read the email due to the email been sent with an expiration date.

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