Consumer complaint received 2026-01-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Wells Fargo case number : XXXX Subject : Formal Complaint Regarding Mishandling of Original Trust Documents and Misrepresentation by Branch Staff I am submitting this formal complaint to document a serious and highly concerning incident that occurred during my visit to your branch on or about Saturday, XX/XX/year>. The situation involved the mishandling of my original trust documents, repeated misrepresentations by a staff member, and the unnecessary and inappropriate involvement of law enforcement based on the employee 's inaccurate statements. 
During my visit, I provided a bank representative with my original trust documents and accompanying copies for the purpose of opening a new account. The representative attempted to scan the documents, explaining that the machine was malfunctioning and the documents were " blanking out. '' Despite multiple attempts, she stated that neither the originals nor the copies would scan successfully. 
The representative 's demeanor changed significantly after I inquired about the FDIC maximum insured amount for a trust. Her initial response was evasive, and when I reiterated my question, her entire persona became unprofessional and dismissive. 
Subsequently, the representative returned the copies to me but failed to return the original trust documents. When I asked for them, she repeatedly and adamantly insisted she had already returned them and claimed they were no longer in her possession. To demonstrate that the documents were not with me, I emptied the contents of my bag onto her desk. I clearly stated that I would not leave the branch until my sensitive original documents were located. 
Instead of taking accountability and searching for the documents, the representative remained seated with a dismissive attitude, stating, " It's not on my desk, not in my drawers, I don't have it. '' She then escalated the situation inappropriately by contacting the bank 's police XXXX, informing the XXXX that she had already returned the originals and suggesting that I be searched. She specifically implied I was withholding the documents by telling me to " check [ my ] pockets. '' I explained to both the representative and the XXXX that the documents must still be in the back area, where she had previously gone on XXXX occasions. The situation was resolved only when another bank customer, overhearing the commotion and seeing the police XXXX called, decided to assist the situation and went into the banks back section, searched for the documents, and brought them to the representative and handed her my original trust documents, stating they had been found in the back area. This confirmed that the documents were indeed misplaced by the representative and never returned to me as she repeatedly claimed. 
This incident caused significant distress, wasted considerable time, and demonstrated a profound lack of professionalism, accountability, and appropriate care in handling highly sensitive legal documents. The false statements made to law enforcement unnecessarily escalated the situation and placed me in an unjust position. 
Following the location of my documents, I asked how the account opening process could proceed. The representative responded curtly, " I am done here with her. '' When I insisted on completing the account opening, she stated there was nothing she could do because the documents would not scan. She then directed me to another representative 's cubicle, provided that individual 's business card, and instructed me to scan the documents myself to the email address provided on the card. This abdication of responsibility further compounded the negative experience. 
I am formally requesting the following actions be taken : XXXX. A full and impartial internal investigation into the conduct of the employee involved. 
XXXX. Written confirmation of the investigation 's findings and the specific corrective actions taken. 
XXXX. XXXX that appropriate measures and retraining will be implemented to prevent similar incidents in the future, particularly concerning the secure handling of original legal documents. 
XXXX. Compensation for documented operational and administrative harm incurred as a direct result of this incident. 
I expect a response detailing how this matter will be addressed within XXXX business days. I trust your institution will take this matter seriously and act with the professionalism I expect from my banking partner.

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