Consumer complaint received 2024-06-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
I have been a customer of Wells Fargo bank for 27 years and I have recently been robbed and they took everything from me. My identification is gone. My Birth Certificate, my social security card and everything is gone and I am unable to access my funds at Wells Fargo because my Identification is gone. I can't replace anything without the funds that I have in my accounts.. I went into the local branch Located at XXXX XXXX XXXX XXXX XXXX XXXX on Saturday, XX/XX/year>, XXXX. It has been my understanding for the last 27 years that anytime I call my branch or call the bank and their XXXX number. I am able to access information just by telling them The last XXXX digits of my social security number etc and sometimes verify my deposits and my withdrawals. I attempted to request by any means possible that I Would be able to verify my information the same way in the branch in person. I have a police report by the XXXX in XXXX XXXX. Verify that everything I owned was stolen for me. My luggage, my clothes first, my purse, my paperwork, everything is gone. There's no possible way for me to verify myself and get back on my feet. So the banker told me they couldn't help me. But the bank manager XXXX XXXX decided to give me {$100.00} out of my account and told me that that's all I'm gon na get. I Attempted to show him the police report Having a valid police report number on it that was issued by the u. S Marshall verifying that this happened to me and the bank manager. XXXX XXXX refused to look at it and decided that he would allow me to have just a little bit of my money, but that's it. And so now I'm homeless in a XXXX with my dog and i'm an XXXX XXXX at XXXX XXXX XXXX  with several XXXX XXXX XXXX. I have no where to live and no where to go while they're holding the rest of my money hostage. He showed me how much money was in there and Disclosed everything about my account as if I was fully verified but decided that I wasn't gon na get my money unless he decided personally to give me more. 
There's XXXXXXXX XXXX  dollars in there. And he wouldn't let me withdraw it. I have been sleeping on the street with my dog for 5 days in 110 in XXXX XXXX with my dog. People are walking up to me to give me. Water and money like trinkets, as if I'm a beggar. All of my luggage was stolen. My laptop was stolen and everything is gone. Everything and so the bank also told me that I could not get a new debit card unless I had a phone which is another thing that I can't buy because he won't give me. My money will be deposited and I can verify that. But they won't let me have my money at all. They won't verify me at all to help me get my self back on track. If I have the app in my phone, it would allow me to wire funds. It would allow me to transfer funds and several other options. And that would be without verifying an ID and it would go without verifying the social and everything. It would just already be known, but for some reason, the people that I faced inside the branch. Are limited and won't help me. There should be a picture of my id etc. And they are refusing to help me. I have a report with the US Marshall regarding the theft. And I can't get my money. It's making me homeless and starving. I'm Suffering from XXXX and XXXX XXXX XXXX and XXXX XXXX XXXX XXXX And I feel like I'm gon na die out here in the heat and my dog is old too, and my dog is delirious. And there's no reason for this, but they've got all these safeguards. Set up and passwords and and security questions that someone can't make me verify myself that way. But instead maybe because I don't look up to par. Because I know you're homeless in the heat that they decided to be XXXX and they don't like the way I look, so they don't want to give me the money that I have in my. Bank account so that I can survive and that's uncalled for and I'm gon na die from it. I need my money right now.

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