Consumer complaint received 2025-08-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
XXXX, apparently you blocked only my usual email. THAT KIND OF BEHAVIOR IS SO obviously unprofessional XXXX. Please. 
I will email this to other addresses for Wells Fargo AS WELL. 

I don't know how else to get your integrity to kick in with a professional apology instead of a dismissive, " Oh, that must have been a misunderstanding ''. 

XXXX, You kept me coming back TO THE BANK INSISTING ON MY WAITING FOR AN APPT. EACH OF THE 4 TIMES OVER A PERIOD OF 6 MONTHS, over and over again because the stack of papers you gave me to send to my adult daughter so that I COULD CLOSE THE ACCOUNT ENDING IN XXXX DID NOT MAKE SENSE TO THE WELLS FARGO IN XXXX. 

INITIALLY, WHEN I CAME IN THE FIRST TIME I SAID, " I NEED TO CLOSE MY ACCOUNT ENDING IN XXXX ''. YOU XXXX, SAID, " YOU CAN NOT CLOSE YOUR ACCOUNT UNTIL YOUR DAUGHTER SIGNS OFF OF THE ACCOUNT AND THEREBY GIVES YOU PERMISSION ''. THEN YOU GAVE ME THE FIRST FORMS TO SEND TO DAUGHTER. 

MY DAUGHTER 'S FARGO BANK IN WA. SAID WRONG PAPERWORK. I MADE YET ANOTHER APPT. WITH YOU TO GET ACCT. CLOSED. I KEPT SAYING EXASPERATED, " ALL I NEED TO DO IS CLOSE THE ACCT. WHY IS ALL OF THIS PAPERWORK NECESSARY ''. YOU KEPT SAYING, " WE JUST HAVE TO GET HER PERMISSION ''. SO OFF I WENT AGAIN TO SEND WHAT BY NOW WAS ABOUT A 1/2 INCH THICK STACK OF PAPERWORK TO HER! HER BANK SAID THEY DON'T UNDERSTAND WHY ALL THIS IS NECESSARY. 

I RETURNED AFTER WAITING FOR A THIRD APPT., NOW GOING ON 5 MONTHS TRYING TO GET MY CHECKING ACCT. CLOSED. AGAIN XXXX SAYS I HAVE TO GET DAUGHTER OFF ACCT. FIRST.

AGAIN I WENT BACK TO MY NOW VERY IRRITATED DAUGHTER AND HER NOW VERY IRRITATED WELLS FARGO BANK MANAGER, TRYING TO GET HER TO SEND ME SOMETHING, ANYTHING SO I CAN CLOSE THE ACCOUNT. NO LUCK AND UNDERSTANDABLY SO. 

SO I MAKE A FOURTH APPT. TO SEE XXXX BECAUSE THEY INSISTED ON MY USING XXXX DESPITE MY REQUEST FOR ANOTHER PERHAPS BETTER INFORMED HELPER. NO LUCK THERE. 

SO I COME TO THE FOURTH APPT AND XXXX SAYS, " OH YOU DON'T HAVE TO GET YOUR DAUGHTER 'S PERMISSION TO CLOSE THE ACCOUNT ''. I WAS DUMB STRUCK. I SAID, " NOW YOU SAY THIS AFTER PUTTING ME AND MY DAUGHTER THROUGH MONTHS AND MONTHS OF UNNECESSARY SCAVENGER HUNTS. INCIDENTALLY NEITHER OF THE TWO DIFFERENT BANK MANAGERS IN XXXX KNEW THE CORRECT INFORMATION. THEY TOO, WERE PART OF THIS MISINFORMATION AND THIS FEELING THAT IT IS OK TO SEND THIS POOR WOMEN ( A FULLY EMPLOYED SENIOR ) ON ENDLESS HUNTS BEARING NO FRUIT EACH AND EVERY TIME. 

YOU SEE NOW XXXX HOW YOUR SAYING GLIBLY, " OH THAT MUST HAVE BEEN A MISUNDERSTANDING ''. XXXX, REALLY? WAKE UP AND GET YOURSELF TO THAT NEXT PROFESSIONAL LEVEL OF TREATING CUSTOMERS WITH RESPECT AND OWNING WHEN YOU MAKE A TERRIBLE MISTAKE. THE BANK CAN NOT AND WILL NOT BACK AN EMPLOYEE WHO PRACTICES CUSTOMER LET ALONE SENIOR ABUSE. 

I would not have reported this abuse if I had not experienced this kind of false information with dismissive attitude that also went on for months causing me great stress. I am XXXX and a XXXX  still working full time. 

SINCERELY, XXXX XXXX

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