Consumer complaint received 2024-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
I answered the previous question no because my sister has been to Wells Fargo 4 times about this matter and has been given conflicting information each time. More info in the description.

My sister and I had power of attorney for my father for eight years, then we were named co-executors of his estate in his will when he passed away on XX/XX/year>. We are his only beneficiaries. He lived in XXXX XXXX XXXX, Georgia, near my sister. I live XXXX miles away in Tennessee. Because of proximity, my sister managed most of his banking business as well as his care. We have not had any conflicts or disagreements about the management of my fathers care or business either while he was alive or after he died. We have paid all of his outstanding bills, including funeral costs. 

After she received his death certificate, my sister went to Wells Fargo with my fathers death certificate and will ( visit number XXXX ) on XX/XX/year> to close my fathers checking account. The account has approximately {$9000.00} and meets the criteria for Very Small Estate and by statute could be released to my sister. Neither of us anticipated any difficulty in closing the account. My sister was informed by the manager that she would need to go online and make an appointment with a banker. During the appointment, the banker would call Wells Fargo Estate Care and speak with a representative who would guide them through the process of closing the account and withdrawing the funds. The manager also told my sister to go to the Well Fargo web site and download the death certificate to facilitate the process. My sister did as instructed ; making an appointment for XX/XX/year> and downloading the death certificate. 

My sister arrived at the appointment ( visit number XXXX ), bringing my fathers death certificate, her copy of his Power of Attorney and his will. The language in the last two documents gave us the authority to manage my fathers affairs together or independently while he was alive and to continue after he passed away. The banker with whom my sister had the appointment reviewed the documents after my sister arrived. She had not seen the death certificate before, though my sister had downloaded the document as requested. After reviewing the will and death certificate, she called Estate Care and connected with a representative ( designated here as Number XXXX ) and related that my sister was co-executor of my fathers estate, she had his death certificate and will and wanted to close his checking account. There was some concern implied that my sister might be trying to deny me my share of the account. My sister assured the two that I was onboard with this transaction, I would be happy to speak with them, but that the will implicitly stated that either executor could act independently in any transaction. Number XXXX informed the banker and my sister that Wells Fargo did not recognize wills. In order to close the account and withdraw the funds, a Georgia Affidavit Regarding Deposit of Deceased Intestate Depositor form would have to be completed and notarized. The call was terminated. The banker supplied the form, my sister filled out the information, and the banker notarized the form. The banker called Estate Care again and was connected with a different representative ( designated here as Number XXXX ). The banker reviewed the events, the instructions and actions taken. Number XXXX informed the baker and my sister the affidavit was only to be used to close accounts of deceased account holders who did not have a will, and that if Wells Fargo accepted the affidavit, they would be committing perjury. Number XXXX said my sister would have to get the will probated. ( Please remember this is an account that qualifies as a Very Small Estate. ) The call was terminated. The banker advised my sister to take the affidavit and go to another Wells Fargo to close the account, and not tell them about the will. My sister took the affidavit and left, very frustrated by the confusing information she had received. After discussion with my sisters son and myself, the decision was made not to use the affidavit but to probate the will. 

After going through the probate process my sister made another appointment with Wells Fargo for XX/XX/year>. On the morning of the appointment, she called and spoke with a Wells Fargo Estate Care representative ( designated here as Number 3 ) to confirm she had everything needed to close the account and withdraw the funds. Number 3 tells my sister to send the probate documents to him via an email link. This phone call lasted at least 40 minutes. Number XXXX waited for my sister to send the documents. Twice during the phone call, my sister was on hold while XXXX XXXX had someone else review the documents. After a review of the documents, Number XXXX told my sister that everything was in order and that she could go to a branch and close the account in person and get a check for the full amount. He offered to make an appointment for her, but she already had an appointment for later in the day. 

When my sister arrived for her appointment ( visit number XXXX ), the banker with which she had the appointment contacted an Estate Care representative ( designated here as Number XXXX ) on the phone. My sister asked if she could review notes from the earlier call. Number XXXX said there was no record of my sisters earlier phone call to Estate Care ( with Number XXXX ). My sister was again very frustrated, having spent time thinking she was confirming that she had everything in order and once again was meeting incompetence and resistance. The banker re-sent the probate documents to Number XXXX. The call was put on hold while the documents were once again reviewed. When XXXX XXXX returned to the phone, my sister was told that the probate documents were not sufficient for the account to be closed because they needed more information about the co-executor ( me ). This was the first time this had been mentioned. My sister had given the information that she and I were co-executors the first meeting and many times afterward, yet no one at Wells Fargo had asked for this information before. 

While Number XXXX was on the phone with the banker, my sister called me to let me know that the incompetence continued : that despite her earlier call with assurances that she had done everthing and had everything in order to close the account, she was being given a completely different set of instructions from the fourth Estate Care Representative. What incompetence! The banker was getting instructions on what Estate Care wanted this time. I asked to be put on speaker to hear what I could. I could hear the banker asking Number XXXX what was needed from me. My sister and her husband asked several times for a written document that described in detail the standard process that Wells Fargo had for closing the account of a deceased person so they could follow all of the steps in the process and stop the confusion they were dealing with. They were denied this document. I expressed my frustration for the experience my sister was having with closing my fathers account to the banker. The banker spoke with me about what was needed. He told me to write or type a statement that said I was giving executive power to my sister to close the account and collect funds on my behalf then sign the statement in the presence of a notary and have it notarized. He said it didnt have to be elaborate or formal. I was writing notes as he was giving these instructions and then read back the statement for his confirmation. I asked him if this was the last thing that was needed. He assured me it was. I expressed my doubts based on the experience my sister had gone through. He told me he understood our frustration, he assured us this would complete the process and allow my sister close the account and withdraw the funds and said he would be filing a complaint on our behalf. After I got off the call, I completed a statement to the exact, simple specifications, and had the statement notarized at my workplace. I mailed the statement to my sister that afternoon. 

Once my sister received my statement she made another appointment for XX/XX/year>. She did not call prior to the visit this time, not being able conceive that there could be further issues after all that she had done. She arrived for her appointment ( visit XXXX ). The banker with whom she had an appointment added my statement to the growing file. The banker then called Estate Care and representative Number XXXX was on the phone. After reviewing my statement, my sister was told that the information in the document was not sufficient, even though it was exactly what the previous banker told me that XXXX XXXX instructed. Once again my sister called me in disbelief and distress. This was absolutely unbelievable! I was ( am ) beginning to think that Wells Fargo has no intention of releasing this account or the funds. 

After I got on the phone, we were told that I needed to send another statement with more formal verbiage and more content, including personal information, information about being co-executor with my sister. I asked the banker if Wells Fargo is trying to steal the money in this account, and said that this run around is ridiculous and the actions of Well Fargo borders on criminal. I made several strong statements that I attribute to my frustration. After I got off the phone, my sister was informed that when the account is closed the check would be make out to our fathers estate so we will now have to open an estate account, which entails getting a tax ID number. She was also told that my statement will have to include the account number of the account in which check will be deposited. This was the first time we had been told that the check would have to go to an estate account. This is a checking account that meets the criteria for a Very Small Estate and Wells Fargo has caused us much trouble to close it. Once again, my sister and her husband asked for a written standard operating procedure that they could have to avoid further inconsistencies and withheld information, but once again they did not receive any written procedure. 

We may not be able to open an estate account unless I travel XXXX miles to Georgia to be present. Wells Fargo has made this whole process harder and more expensive than it should have been. I understand that banks have to protect customers. I dont understand Wells Fargo not having a standard procedure for closing deceased customer accounts or if they have such procedures, not providing that procedure to the beneficiaries at the beginning of the process to make the process as easy as possible instead of this resistance my sister has met and continues to meet that still has not ended.

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