Consumer complaint received 2024-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: OR

Complaint narrative:
Wells Fargo is updating accounts to add a Physical Location. Over the course of months we received form letters indicating that the Physical Address for our Checking Account needed to be current. My wife XXXX XXXX XXXX is the XXXX XXXX and checked the address online and with a bank representative each time a letter was received.Each time she was told that all was well, this was further reinforced when we were in a local Wells Fargo branch three weeks before this event. 
We live in Alaska and travel in the XXXX but XXXX followed up on each letter as it was received. On Sunday, XX/XX/2024, we picked up our mail in Oregon and found a rather nasty letter from Wells Fargo telling us that our Checking Account was being closed Monday, XX/XX/2024. The next day! 
On Sunday attempts to contact the were fruitless because of the weekend. Monday morning we got up early and began trying to resolve the issue with Wells. XXXX worked with a representative, XXXX, who tried to help but said that " the computer would not take '' the Physical Address we use, our boat in Alaska. Mind you, this address had already been accepted online and confirmed by Wells personnel. XXXX filed a complaint and was told the the account would not be closed pending a resolution. 
XXXX was then was referred to " XXXX '' who was also unable and unwilling to help. XXXX indicated that there was another record " out there '' for me, that was not updated. We did not know about this additional record and have absolutely no way to access to it. 
I ( XXXX XXXX then got on the phone with XXXX and filed a complaint. While I was filing the complaint XXXX received a text message indicating that our account was closed. This prompted me to escalate the complaint. This forwarded me to the " Executive Office '' ( XXXX XXXX, who listened to the problem, discussed it with others, and told me to pursue the complaint because he showed that the account was still " Pending ''. 
I have not heard back about my complaint but the account balance went from over {$10000.00} to {$0.00} on Monday morning while we were trying to identify and resolve the problem. 
We rely on this account for automatic deposits and payments. Wells Fargo closed our Checking Account after less that 24 hours notice, while we were trying to find someone in their organization that could help us. Three days after the account was closed we were schedule to pay WELLS FARGO by auto deduction for our Health Care who would only take a checking account or savings account. Neither that we had! Our Social Security income was not deposited because the account was closed. Dealing with the SSA we have been told that it will be XXXX before we get our income! 
Needless to say, we have been panicked since this began. We are still not sure how this issue is going to end. Wednesday afternoon XXXX received a message that a Wells rep was beginning to look into her complaint. I have heard nothing. 
In conclusion, Wells Fargo gave us less than 24 hours to resolve an issue that we were told was not a problem. They closed the account of a retired Senior Vice President from their bank who has never bounced a check, and has all of their assets deposited there. 
Both XXXX and I have been customers for over 40 years. This is a continuing problem and has occupied our time, effort, and phone, for 5 days now with no end in sight, and no followup from Wells. 
Thanks for reading- 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