Consumer complaint received 2024-10-09 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 receive {$770.00} monthly from XXXX XXXX XXXXXXXX and I also receive {$190.00} monthly from XXXX. Both are deposited into my checking account monthly at Wells Fargo. On XX/XX/year> I had called my Wells Fargo bank card to check if my check of {$770.00} had yet been deposited into my account. I put in my card number and the automated system said it couldn't verify my account so it transferred me over to a representative. I gave them my information and they told me my bank card had expired they verified who I was and told me it would take 3 to 5 business days to receive my new card in the mail. I asked them if in the mean time I'd I could go ahead and go into wells Fargo branch and withdrawal my money. They said yes that would be fine I can do that. I went into the wells Fargo branch closest to me that I regularly visit on XXXX XXXX. At the XXXX XXXXXXXX shopping center in XXXX XXXX TX. I presented my ID card, my bank card and did explain to them that I was waiting on a new bank card in the mail because that one has expired so I would like to go ahead make a withdrawal. The banker noticed my ID had been expired and brought that to my attention. She then showed it to her supervisor who in return told me that the most she can give me from my account was {$25.00}. I then asked her how am I supposed to go about getting my money to pay my bills. She told me that I could go up and renew my ID and the paper that the ID place gives me would be all I need to withdrawal my money, or I could wait 3 to 5 business days to receive my bank card and pull the money out at the ATM. She also told me how to get on the mobile app and withdrawal it that way but I tried and it wouldn't let me get into the app. So she informed me again that I can withdrawal the {$25.00} and that's the most she can give me because my ID was expired. I went ahead and withdrew the {$25.00}. I then figured I would go ahead and wait on my bank card coming in the mail in 3 to 5 business days. I waited and on the XXXX of XXXX still received no bank card. I called to wells Fargo again and spoke with a representative. I explained to her what was going on she asked me a few security questions and then told me that her records don't show that a bank card has been mailed out to me. She told me the only thing I can do is go renew my ID and bring it into the bank to get my money. I told her I needed my money I have yet to pay my rent and l am currently behind on bills due to the delay with my account. She apologized. I went down to the DMV which is close to my residence that same day and they told me the soonest appointment to renew my ID is in XXXX and gave me a paper with a web address to check daily to see if I can get a sooner appointment. I can't wait until XXXX to pay my rent and my bills. I need to be able to get into my account to get my money. I've been banking with wells Fargo for close to XXXX yrs now. I've been in person at the branch several times. I don't understand how an expired ID with my picture on it is keeping me from being able to get to my money.

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