Consumer complaint received 2024-08-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: WELLS FARGO & COMPANY

Complaint narrative:
Urgent Request : Restoration of Online Banking Access and Resolution of Transfer Issue Dear CFPB Team, I hope this message finds you well. I am writing to inform you of a serious issue I have been experiencing with my account, and I kindly request your immediate assistance. 

During the early days of XX/XX/XXXX, I contacted Wells Fargo support line at least three times to ask the following : I intended to transfer USD XXXX to another person at a different bank in the U.S. I specifically asked if I needed to take any additional steps, activate any services, or notify a specific department to ensure the transaction would go smoothly and be recognized as legitimate and properly authorized. 

I also inquired about the fees associated with the transfer, both on my end and on the recipients end. 

The responses I received were consistent : I was told that no additional actions were necessary, that I should simply register the recipients account, and that there would be no issues since it was a wire transfer and nothing else was required to move my money without any problems. 
Regarding the fees, I received varying information : some operators mentioned a fee of USD XXXX, others USD XXXX, and some said there would be no fee. 

On XX/XX/XXXX, trusting the information provided by your support agents, I proceeded to make the transfer. However, immediately after initiating the transaction, all my online banking access was blocked, marking the beginning of an extremely frustrating experience that continues to this day. 

After numerous attempts to resolve the issue, I was finally connected with a supervisor named XXXX. He informed me that since the account is joint, we could create a user profile in my name and complete the transfer while he was on the line. Following his instructions, I created the user, added the recipients account, and attempted the transfer. However, my online banking access was once again blocked and remains inaccessible to this day. 

Since then, I have been unable to view my account balances, access any of my accounts, or complete the payment I initially intended to make. In an effort to resolve this, we executed a notarized Power of Attorney ( POA ) in favor of my wifes uncle, who is in XXXX, Virginia, USA. He submitted the XXXX at a Wells Fargo office, but within XXXX minutes, we received a response indicating that the request had been denied without any explanation. 

Every time I call to request the unlocking of my account and my wifes, I am told that I need to visit a branch in person. Unfortunately, this is impossible for us at the moment, as we are Venezuelan citizens living in XXXX, XXXX. Our U.S. visas have expired, and our renewal appointment is not until XX/XX/XXXX. As you can imagine, this has created an extremely difficult situation that we did everything possible to avoid from the start. 

This is the first time we have had any issues with the bank in over 10 years as loyal customers.

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