Consumer complaint received 2024-12-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: KS

Complaint narrative:
I am a nurse and I have to go in for XXXX on XX/XX/XXXX. I will be out of work and recovering for several weeks to come. Now, after XXXX yrs of having several accounts with Wells Fargo- my address was changed online in XXXX of XXXX and they claimed it was me. They closed my account on XX/XX/XXXX. They claim it was the XXXX XXXX due to address verification. The address that was put into the system was the physical address of my post office box - but in reverse. I did not do this and I have been using a XXXX XXXX XXXX numerous years now due to my ex-husband and his brother who works for Wells Fargo. I went into the branch at XXXX pm my time in Kansas on XX/XX/XXXX and spent approximately XXXX XXXX hours trying to get my account fixed. The branch XXXX XXXX XXXX told me the closing process on my account was already started and they would try to get me a check the next day ( Saturday XX/XX/XXXX ) and gave me an appointment at XXXX am. I had my realtor send a copy of my contract to purchase my house in XX/XX/XXXX to prove my address at their request and satisfied all address issues in question. My husband was on the phone with me and was quite upset with them and they threatened to call the police to have me escorted from the building because it was now after XXXX and they said they couldnt do anything else. He told them I was a customer and in the building before they closed and needed to resolve the matter before I was sent away. XXXX XXXX and a man said if I refused to leave the police would be called to escort me out. There was no need for that at all because I was not rude or loud or anything. That is unprofessional and quite unacceptable to take all monies from my accounts and freeze them - leaving me with nothing especially during the XXXX XXXX. I reluctantly left and returned at my appointment time the next day and was directed to another man who said he would help as XXXX was busy. He then told me nothing could be done and I could not even get a check to open another account. He said I would have to wait to speak to the XXXX to find out when. He said he could print me previous statements and then printed statements for a joint account I had with my ex-husband that had been closed nearly a year ago. My husband was simply asking direct questions and requested that they fix this problem today and he snapped back that it was the XXXX XXXX, my husband and most of his family are veterans and this upset him. He told the man this and the man used the excuse that it was after XXXX yesterday and they couldnt fix anything because it was too late. My husband told him when it was XXXX in Kansas it was XXXX in California and that whoever they needed to call to resolve this should still be available because they wouldnt tell someone in California that it was too late. He replied XXXX its tomorrow in XXXX and that he was being snippy. I wasnt able to speak to the XXXX XXXX until after XXXX when she told me she couldnt do anything. The account was already closed and the process for the check had already been sent yesterday with my funds. She told me I would have to wait XXXX business days before I could come in and request to have another check issued if I didnt receive it. I asked for the stop payment on the check they had already sent and issue me another one and she replied they couldnt do that because I might receive and cash the other check. I told her that was not possible if the check was stopped and she told me that it hadnt been sent yet, the process takes time to be sent and then go through the mail. I asked again why they couldnt stop the process or even give me a loan for the amount in my accounts. She replied I would need an account in good standing for over a year to be eligible for a loan. At this point I was in tears, I have XXXX in 2 days and will be unable to open another account or even have my bills paid and my checks deposited until I am well enough to go back into a branch when I receive my funds. To top it off it is XXXX and I am left with no money whatsoever. There has to be something that can be done to prevent this from happening again or to others.

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