Consumer complaint received 2025-01-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
My name is XXXX and Im from XXXX XXXX XXXX, I recently moved to XXXX  where my sister lives. I sold my home and opened a new savings account with Wells Fargo. Because I was moving to XXXX, I needed a Bank that operated nationwide, and would enable me to access my money when I arrived and started my new life. Unfortunately, after three months of being in XXXX, Im still unable to access my money. 

It all started like this, I opened the savings account with Wells Fargo at XXXX XXXX XXXX, in XXXX XXXX, XXXX, on XX/XX/XXXX. I explained to XXXX XXXX XXXX, Personal Banker, that I was relocating and that I needed to be certain that I could access my money once I arrived in XXXX, she was very pleasant to work with and I felt reassured. During the conversation I confided that I was closing on my house and the funds would be transferred soon and that I was leaving within two weeks. The funds in the amount of {$90000.00} were transferred into my account on XX/XX/XXXX. I experienced no issues withdrawing {$1000.00} on XX/XX/XXXX and {$500.00} on XX/XX/XXXX. These withdraws were needed to pay for assistance with packing and loading as well as cash in my pocket for gas and expenses on my trip to XXXX, as I have no other means of accessing funds, no credit cards, no debit cards, etc. The funds that had been deposited into my Wells Fargo Savings account was all the money I have. Upon arriving in XXXX  with {$60.00} in my wallet, I settled in for a week visiting my sister and her husband. Due to mechanical issues with my truck, my brother-in-law, gave me a ride to the Wells Fargo, XXXX XXXX XXXX, XXXX . We met with XXXX XXXX XXXX, Branch Manager. I explained I wanted to withdraw the funds by cashier check so I could open an account in XXXX XXXX closer to where I planned to live. XXXX XXXX asked for my ID, and I provided him with my XXXX  Drivers License, which was used to open the account. He then told me I needed to bring in additional proof. I asked what proof and he said I need to provide the wireless transfer paperwork for the large deposit, which I understood was the paperwork from, the title company on the closing of my house. I was concerned I may  not be able to find that paperwork boxed in the moving trailer, so I asked what if I cant find it, how do I get my money? XXXX XXXX replied Go back to XXXX XXXX. This was very offensive and unprofessional, why the disrespect? I found the paperwork, and then next day we returned with the requested documentation of the financial transfer including the closing documentation that matched the exact amount of funds transferred. XXXX XXXX did not look at the documentation, he set it on his desk without opening the file and then placed a phone call with someone I assume was from the corporate office. The person on the phone asked if I was worried about the safety of my money, my response was of course this is all the money I have and I left a bad situation in XXXX XXXX, and was concerned that my brother and his friends could easily gain access to the money if a debit or ATM card was provided at the old XXXX  address. The voice on the other end of the phone explained that in order for me to prove who I was that I needed to get an ATM card. He also stated due to my concern he would increase the security on the account to prevent any unwanted withdraws. So, when I heard that I thought good my money is protected from my brother. At this point I asked XXXX XXXX if I could withdraw {$5000.00} and leave the rest remaining in the savings account. He said no withdrawal without the ATM Card. So, I guess my money is also protected from me. It was my understanding that the ATM Card would take up to two weeks, the address for this Wells Fargo account was still my old address in XXXX XXXX, which my brother could easily intercept the mail as he was my neighbor. I filed a Change Address with the USPS that would change my address from XXXX  to my sisters place in XXXX. Because I needed the money to fix my truck and was afraid to get an ATM card that would be sent to XXXX, my sister called corporate and spoke with a person that suggested that we go to a different branch in XXXX, XXXX  and try to withdraw funds. She drove me to the Wells Fargo, XXXX XXXX, in XXXX on XX/XX/XXXX. Where it was obvious that the account was flagged by XXXX XXXX the prior week. But I offered XXXX XXXX XXXX, Bank Manager my original documentation from when the account was set up in XXXX  along with other requested information. She would not even look at the documentation or take it from me. This information included my original deposit slip that opened the account, the New Member welcome information, and the transfer for the closing of my house what more proof do you need? She just kept saying I needed an ATM card, I was now getting very upset, I asked if we could apply for the ATM card at the bank, thinking I could just do it in person, she explained it had to be done over the phone and she allowed me to use a vacant office to make the call. I failed the test twice as I was unable to answer the out of wallet security questions. The stress of not being able to access my money, being concerned every day that I may lose it all, being dependent on my sister and her husband, this is all very overwhelming. 

I reached out to an attorney who was willing to draft a letter to Wells Fargo Legal Counsel, the letter was send on XX/XX/XXXX. They apparently played phone tag over the holidays and failed to connect. I received a letter from XXXX XXXX XXXX. ( no last name provided ), Wells Fargo Escalations Representative, dated XX/XX/XXXX in response to Wells Fargo case number : XXXX. In the letter XXXX XXXX XXXX stated she had closed the case and I must pass the Out of Wallet Security Questions and establish an ATM card or provide a secondary identification at the branch. Secondary identification? What the heck can I provide that I have not already attempted to show them. My attorney sent a follow-up letter ; dated XX/XX/XXXX in which she stated I had given her my power of attorney to address this issue on my behalf. As of today, XX/XX/XXXX my attorney has not received a call or a letter back from Wells Fargo. 

Im at a total loss of what to do, my life has been on hold for months now. Im totally on the mercy of others to attend to my daily needs. Im without transportation, no funds, I have two dogs that required veteran care due to a Parvo outbreak, I fully am dependent on others to meet my daily food and living expenses. Im unable to set up my new life, I need my funds to fix my truck so I can work, I need my funds to find a place to live so I can regain my independence, I need my funds to be happy and live the life I need to live. I need access to my funds so that I can transfer it to a bank that will treat me like a person, one that respects me, one that listens and helps find a solution. Wells Fargo is not the place just give me my money. 

Im a grown man that has worked my entire adult life. I thought I was doing the right thing by opening an account with a nationwide bank and travelling across country to be closer to family as I age. Im homeless, Im embarrassed, Im unable to sleep, Im unable to work and recoup my losses as my truck is still down. This is not just about the money any more it is about me being able to work and provide for myself and not living dependent on others. I dont want to be homeless this is all very depressing. I need help, please!!

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