Consumer complaint received 2024-08-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: PR

Complaint narrative:
We requested an account administrator change on XX/XX/XXXX by phone and email to XXXX XXXX XXXX at Wells Fargo branch at XXXX XXXX XXXX, email : XXXX. The authorized signature in XXXX XXXX, XXXX Wells Fargo account should be changed to XXXX XXXX XXXX XXXX XXXX, I sent all the legal documents for Wells Fargo to review. Legal did not read them and unknowingly answered our request. They requested documents that were indeed attached to the email and spoke about widowed spouse rights when the deceased administrator had never wed nor had offspring as stated in the legal documents provided. I have evidence of this communication and can provide it at request. XXXX XXXX suggested that we come to a Wells Fargo Branch which we did on XX/XX/XXXX, we met with XXXX XXXX at XXXX XXXX XXXX XXXX branch. Our residences are in XXXX XXXX, so we must travel to XXXX USA any time we need to visit Wells Fargo. On that day we presented the legal package with the original stamp document in English and XXXX. Also, send these to XXXX XXXX email. We spent all afternoon with XXXX XXXX trying to get legal attention. Legal replied that they would have an answer within 24-72 hours. We waited and received no communication from Wells Fargo. On XX/XX/XXXX, ( 21 days later ) I sent a follow-up email to XXXX XXXX, he informed me legal had not answered, even thou they had said that they would within 24-48 hours. On XX/XX/XXXX, we revisited XXXX XXXX at XXXX XXXX XXXX branch. Again, we spent all afternoon with XXXX XXXX trying to help us and getting nothing from legal. Again, legal said they would have an answer within 24-48 hours. No communication was received. On XX/XX/XXXX, we received a letter from Wells Fargo, stating that they had granted authorization to take control of the account. We traveled from XXXX to meet XXXX XXXX again at XXXX XXXX on XX/XX/XXXX. When we met with XXXX XXXX, he informed us that the letter was a mistake and that Wells Fargo was asking for a Court order. To this we presented a document from the Supreme Court of XXXX recognizing the Trust. Legal did not reject or accept this document and gave no further information as to what they were asking for. This is the only document we can provide ; it is a Supreme Court certification. I asked if the court order was from the Florida CourXXXX or the XXXX XXXX Court jurisdiction. They did not answer. We asked to speak with legal directly, they informed us that all needs to be addressed through the branch. The branch calls a call center, and the call center communicates to legal. Wells Fargo has failed to work with us to resolve this issue. Its been over a year and now Wells Fargo has placed the account in dormant and sent us a letter saying that once the account is dormant, Wells Fargo must transfer the account funds to the state in a process called escheatment. 

XXXX XXXX, XXXX belongs to a Trust activated upon XXXX XXXXXXXX XXXX XXXX, administrator for XXXX XXXX, XXXX death. The Trust places me ( XXXX XXXX ) and XXXX XXXX as administrators of the Trust and all its LLCs. We also own 51 % of its shares.

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