Consumer complaint received 2024-08-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
Summary : Wells Fargo closed my accounts under a circumstance I could not avoid due to my XXXX orders. WF has not sent my checks or if they did, they were " lost in the mail '' and now expect me to pay 2 % of my account balance to assure I receive it this time or wait 90 days to try again. 

Details : I had a checking and savings accounts with Wells Fargo. As of XX/XX/year>, they closed my checking with {$92.00} and a savings account with {$6100.00}. The reason for closure was because I had not come into a branch to provide my occupation/job title. I received two notices to do so, or I would risk account closure. The second notice I received was on XX/XX/year> which stated I had 20 days to provide this information, or my account would be closed. 20 days passed and nothing happened, so I assumed whatever information they we're suspicious about was no longer a concern. I continued to use my checking and savings accounts until XX/XX/year>. 

While I was receiving these notices, the reason I did not provide the information was because I was on XXXX XXXX in XXXX XXXX XXXX, Missouri. There are no branch locations within 100 miles that I would have been able to walk in to. It was also prohibited I travel over 50 miles from the base during this time. 

My occupations should not have been a concern to the bank. My income specifically comes from payroll companies. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There should not have been a concern on my employment. I do not receive large sums of money from other sources in those accounts. 

The morning of my account closures on XX/XX/year>, I went into the nearest Wells Fargo branch location to me in XXXX XXXX at XXXX to discuss the transfer of the funds. The banker explained why my accounts had been closed and that they could not give me the funds there. I would have to wait for a check. I asked what address they would send the check to, and they read me off an address that I had not lived at in over 2 years. This address had not been associated with my accounts for that time. At this time I had just came back to XXXX XXXX from my XXXX XXXX so I had not updated my address on my account. The banker had me write down a physical address to send the check to and she inputted it in the computer so the checks could be sent to it and updated my account addresses as well. She told me the check would be sent out in 5 to 15 business days. 

I never received the check. On XX/XX/year>, I called WF to inquire about where my entire account funds were. The person on the phone said that they would begin an investigation to see where the checks were sent and to make sure they were not cashed, then get back to me in 10 business days. He gave me a reference number to my case. I never received a phone call or anything in the mail about the investigation. 

On XX/XX/year>, I called WF again to ask for an update about the case. The woman on the phone said the checks were sent out, but not cashed. I have never received either check. After being on the phone on hold for a long time, the woman said she couldn't help me and I needed to go back into the bank. 

I made a same day appointment for XXXX on XX/XX/year>. The banker called me before my appt to tell me we would need to reschedule for the next day. He also let me know that because I have not received my checks, they were likely " lost in the mail '' and we would have to request a stop payment and reissuance. This now requires an indemnity agreement. Basically, for any account that is over {$1000.00}, WF will require you to purchase an acceptable surety bond that is 2 % of your balance or wait 90 days for them to issue you a new check. I will go in tomorrow, XX/XX/year> to choose an option. 

In summary, Wells Fargo closed my account under circumstances that I could not change due to my XXXX XXXX. They " sent out my checks '' and I never received them in the mail. Now they want me to pay 2 % of my saving account balance to " assure '' that I receive 98 % of my money or I can wait 90 days to try again. In 90 days, who is to say they won't do this again. WF still has my funds and is doing whatever they like with it. This was my only bank account. I had {$0.00} on XX/XX/year> and had been living off credit cards until my paycheck direct deposits updated to my new checking accounts. I won't go into all the financial hardships, but I have essentially been homeless because of all this.

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