Consumer complaint received 2024-06-21 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Valuables in my Wells Fargo Safe Deposit Box ( SDB ), which I've rented since XXXX, mysteriously vanished between XX/XX/XXXX and XX/XX/XXXX, as reported by the bank in XX/XX/XXXX. 
Despite persistent inquiries through branch visits, phone calls, and emails since XX/XX/XXXX, and the pro bono assistance of my lawyer neighbor and consumer advocates, Wells Fargo has provided NO evidence, NO answer, NO resolution. 
The branch manager confirmed the existence of video and digital records of the entire process - box being drilled, opened, inventories and transferred ) but the bank has repeatedly denied my requests to release this documentation, stating compliance only under court subpoena. 
To date, Wells Fargo has not substantiated their claim that my fully packed SDB had no contents when it was accessed and has ignored my repeated questions regarding the mysterious disappearance of my box 's contents. 
More so, they have refused to answer questions I raised since XX/XX/XXXX on many occasions : XXXX. What happened to my stored SDB contents? ( The only logical explanation of the mysterious disappearance can be drawn is that contents stored in my SDB were stolen by a WF insider. ) 2. Provide their supporting evidence that WF notified me numerous times by phone calls and text messages. ( I never received any of those. ) 3. Share documentations including all digital evidence, i.e., videos, photos and etc. to support their empty SDB claim.

4. Release all videos, photographs, and documents relating to my SDB being drilled, opened, inventoried, transferred and etc. during the branch closure.

5. Provide explanations of why WF did NOT send branch closure letters to my correct home address, which I have provided to WF year ago by following their instructions and received confirmations from Branch & Safe staffs. 
Resulting from their mistake, I have never received any of those closure notification letters that were sent to an old invalid address ; therefore, I am totally unaware of the closure, lost the chance to collect my SDB properties. 
XXXX. Provide explanations of why my last access to SDB in XXXX XXXX was not recorded. 
The loss of my stored SDB properties while they are under WFs custody is truly impossible and incomprehensible! I have been paying WF for SDB service in exchange of getting the best protection, at least as I thought, for some of the most valuable possessions I have. 
Most of the stored SDB contents are priceless heirlooms or jewelry pieces with both significant monetary and sentimental values from my deceased spouse or biological family who all were passed away unexpectedly and suddenly years ago.

I, as a child who was abandoned by my own biological family at a young age have only those stored items left to connect me with my biological family and my family 's roots.

Now mysteriously they are all gone, and WF refuses to explain what happened! It's infuriating, its painful! And I have to carry the pain for the rest of my life.

WF has failed to fulfil their commitment. Their arrogant attitude, gross negligence, lack of interest and efforts in resolving this issue have caused tremendous frustration, aggravation, emotional pain and stress as well as the feelings of being hopeless, helpless, depressing, and powerless!

Please advocate on my behalf to protect rights of consumers like me so that I can get to the truth and justice! 
P.S. I can provide XXXX pages communication records with WF per request.

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