Consumer complaint received 2025-05-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I recently moved to XXXX  from XXXX  on XX/XX/XXXX. My mother was the co signer on a vehicle that was stolen from me and she had received a check in the mail for {$5000.00} from my GAP company shortly after this period. I knew I needed to establish a checkings account and get the check deposited. I visited Wells Fargo in XXXX XXXX, TX on Saturday, XX/XX/XXXX and was turned away and instructed to make an appointment or open an account online. After attempting online, I got an error that they could not verify my identity. Therefore, I scheduled an appointment for Monday, XX/XX/XXXX. 

Let me just say my banker, XXXX, was truly incredible. She made the process pretty seamless and got approval for my mother to sign the check ( that really belonged to me ) over with proof of identification as my deposit. I had my original copy of social security and MO drivers license. I chose Wells Fargo as they had a promotion with a {$300.00} bonus and because they have branches located in between the cities I commute to from work and home. 

I finally had the stress of that task off of my shoulders until I received a phone call from Wells Fargo on Thursday, XX/XX/XXXX. The person on the phone first started off by suggesting my social security belonged to someone else ( stressed me out ) but then I explained that I showed the banker my original copy of social security card and he couldnt/didnt give me any other details as to why they are closing my account on XX/XX/XXXX and suggested I book another appointment at my branch. Mind you, at this time my check had a hold on it until Friday, XX/XX/XXXX and now they put a freeze on my account. 
I got in touch with XXXX and got an appointment for the same day ( XX/XX/XXXX at XXXX ) One of many complaints of mine is that everytime the office called me, I could only get answers if I went to the branch. The office would not even answer my bankers questions without my presence. This is where I brought her my social security, proof of address ( lease ), AND a copy of my phone bill from the previous month to send over to them. 

Under the impression that everything was fine, I left that a little more relieved although there was a chance I would not have access to my deposit. I got a phone call XXXX minutes after I left the branch stating they did not receive my lease ( although I was in the chair, in the branch, when my banker forwarded that - the person on the phone confirmed this before I left ). After informing this person, they advised I go to the branch AGAIN with a copy of my lease XXXX minutes before XXXX. I live XXXX minutes from the branch. At this point I was very confused and frustrated. I am a XXXX who just moved to work at a different location at my company of 3 years. I dont make that much money and I am definitely not educated and skilled enough to fake an identity. At this point, it was good Friday and everyone was off over the weekend for XXXX XXXX. Everything was out of my control. 

I received an email my debit card was shipped XX/XX/XXXX and was not contacted, under the impression the hold on my account went away. 

I was in contact the next week with my banker informing her of this via email. I work business hours and it is an inconvenience to take off of work XXXX XXXX XXXX minutes there and back PLUS whatever time it takes to get my situation handled when I had already sent her my lease. The operator failed to communicate that the file was too large. 

I made an appointment for XX/XX/XXXX as I continued to get phone calls. I spoke with XXXX via phone call and again, we were both under the impression we were now all on the same page. I was told the hold on my account by the end of the day. 

Then, I received an email early AMs on XX/XX/XXXX stating : A deposit was made to your account on XX/XX/XXXX, during research we have determined that you are not entitled to these funds. If there is a remaining balance we will mail you a check. 

An operator later called me and verbally stated the same thing. I forwarded this over to XXXX and she contacted support. 

XXXX reached back out to me and explained that because my address on ID and phone bill was different from my lease, they were denying the account for fraud. Although it had been explained to them I moved XX/XX/XXXX, and credit reporting for companies for XXXX had not been completed ( report change of address ). 

Finally, I drug my mother back into the branch with me on XX/XX/XXXX. YET ANOTHER APPOINTMENT XXXX MINS AWAY. It was required my mother was with me and submitted proof of ID to get access to withdraw the remaining amount in my account. I cleared the account and let it close XX/XX/XXXX. I received my debit card in the mail this same day. Needless to say I dodged a bullet and would never trust this company with my money ever again. 

After my experiences I spoke with the owner of my company and they also had nothing good to say about this bank. Their policies and procedures XXXX. The office support operators could not even correctly inform me of the reason for my account closure. Every single XXXX of them were quite the opposite of helpful. I also did some digging on XXXX and found an entire thread of people this happened to WHO TRIED TO OPEN AN ACCOUNT WITH THEIR {$300.00} BONUS AND WERE CLOSED BEFORE THE 90 DAYS! 

I asked XXXX to put in an escalated complaint XX/XX/XXXX. I received an email XX/XX/XXXX acknowledging my complaint and informing me someone would reach out within XXXX business days of submission. Although it has been XXXX business days I highly doubt they will reach out to hear me out about the absolute XXXX of a process it has been. 

Its all BS! I continue to receive emails that I have not completed my {$300.00} bonus registration and offer confirmations. STOP SENDING THIS FRAUD YOUR MARKETING EMAILS IF YOU ARE NOT GOING TO HONOR OPERATING. 

I am very clearly who I say I am ; I have my original birth certificate, social security card, hold a valid MO drivers license, accurate work history, and obviously enough background to sign a lease for over $ XXXX a month.

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