Consumer complaint received 2025-01-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/year>, I was dealing with evacuations from the Line Fire at our place in XXXX XXXX XXXX, CA. I called into Wells Fargo customer service and asked if they could update my mailing address to my XXXX XXXX XXXX due to the fact that we keep getting evacuated so we were going to head to the XXXX XXXX and do some traveling since I was having difficulty with the bad air quality. The Wells Fargo customer service agent updated my addresses since doing online at the time was difficult due to finding a place to stay with our animals through all the fires. It has been verified by Wells Fargo that listening back to the recording I never instructed the Wells Fargo representative to update my personal Wells Fargo residence address and I clearly said only mailing address. Wells Fargo said this was their error. 

On XX/XX/year>, and XX/XX/year>, according to Wells Fargo, notices were sent through regular mail asking for me to change my address to a valid physical address. I never received these notices and they say that according to them, those were assumed to go out. 

They also sent a notification Online Banking on XX/XX/year>, and XX/XX/year>. I did not login to my online banking during this time as we were traveling due to the XXXX XXXX and poor air quality in the area. But according to when I finally received those notices, I still had time to fix the problem but they closed before those expiration dates. 

On XX/XX/XXXX my husband and I received an email that our account balance was at XXXX ( not yet closed ) and when we logged in it said due to a CIP violation. I called Wells Fargo customer service they said that due to me changing my personal resident address to a XXXX XXXX XXXX needed to go to a Wells Fargo Branch immediately and update my address. I explained that I never did that, I only had my mailing address changed but they didnt care. So that day with an extreme case of XXXX I drove an hour to the closest Wells Fargo Branch. A gentleman from Wells Fargo named XXXX informed me it was too late and I couldnt do anything about it. The account is closed and I shouldnt have changed my personal residence address to a XXXX XXXX XXXX then basically dismissed me. 

On XX/XX/XXXX, the day after I went into the Wells Fargo Branch I received a notice from Wells Fargo online stating my accounts have now been closed. I called again and Wells Fargo customer service said we should get more notices and a final notice before they closed and they couldnt explain why I received the closed notice the day after they closed the account. 

On XX/XX/XXXX I received another notice on-line from Wells Fargo that said Final notice and I still had time to fix the problem to avoid account closure I needed to make changes to my account. Which according to the statement I received on XX/XX/XXXX, I had 20 days from that date which would make it XX/XX/XXXX. So receiving a final notice from Wells Fargo on the XXXX made more since and was the process the Wells Fargo reps told me on the XXXX, and XXXX. So they escalated it to the Wells Fargo executive office so they could research. 

According to Wells Fargo, the XX/XX/XXXX notice was the one sent USPS mail that I never received and they have XXXX proof that it was actually mailed or that I received it. And even though it says I had until the XXXX to make the corrections, they closed it before business day that morning. And the notices I actually received in online banking said the 20 days from XX/XX/XXXX, which makes it I had until the XXXX of XXXX to make changes, they are saying those are not valid and sent in error, as well as the notice I received XX/XX/XXXX, and XXXX. 

Below is the recap of the phone call I had with Wells Fargo on an email they sent me. I also recording the phone call where Wells Fargo also told me they can close my account at any time for any reason. 

" Upon further review, the timeframe of 20 days expired on XX/XX/year>, after the letter was printed on XX/XX/year>. Although the online alert was sent on XX/XX/year>, this doesnt supersede the timeframe from the one noted on XX/XX/year>. 

We reviewed the call from XX/XX/year>, and found the representative updated the physical address in error. 

We appreciate your taking time to share your concerns, and we apologize for any inconvenience or frustration you experienced. Your concerns are very important because it allows us the opportunity to improve the service we provide and identify areas for process improvement. '' About the notice from XX/XX/year> XXXX on our research, the notice sent in XXXX was systematically sent. 

About the accounts On XX/XX/year>, the accounts ending in XXXX and XXXX were closed. 

We are unable to make an exception to reopen the closed accounts. As an alternative, you may open a new checking or savings account through one of the following options : About the closures Upon receipt of your concerns, we reviewed this matter further. While we regret any inconvenience this matter may have caused you, we show there was no bank error in the decision to close your accounts. Per our Deposit Account Agreement, the bank reserves the right to close your account at any time. 

Case status We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. 

How to contact us We appreciate the time and effort you took to contact us. If you have questions, please contact us at XXXX. Were ready to help you Monday through Friday from XXXX XXXX to XXXX XXXX.Mountain Time. We accept telecommunications relay service calls. 

If there is an attachment to this email and you can not read it, please contact us. 

So in summary I have on email and audio regarding them admitting they messed up in multiple places, and still they are keeping our account closed. Because we are Wells Fargo and we can close accounts when we want. All because their Customer service representative without permission changed my personal address to my XXXX XXXX XXXX which violated banking laws. Please feel free to contact me for the audio recording of the entire phone call that Wells Fargo admits they made error after error and I was not at fault for what happened yet the account is still closed and I have to open a new account to fix the problem.

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 monetary relief