Checking or savings account -- Closing an account -- Complaint #5634595

Complaint Overview

Complaint ID: 5634595

Company: Wells Fargo & Company

Product: Checking or savings account

Sub-Product: Checking account

Issue: Closing an account

Sub-Issue: Company closed your account

State: New York

ZIP Code: 149XX

Date Received: 2022-06-04T12:00:00-05:00

Date Sent to Company: 2022-06-21T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Older American

Consumer Narrative

On or about XX/XX/XXXX my son, husband and I opened a business checking account with a Wells Fargo representative via telephone. We submitted required documents via XXXX ( including all of our driver 's licenses ). We were notified that the application process was complete and we began receiving deposits and paying bills from this account on a regular basis. In XXXX we were notified that they did not have acceptable documents on file to verify my identity and that I would have to go to a branch office with ID. On XX/XX/XXXX I called Wells Fargo customer service immediately to ask what the issue was and to tell them the closest branch office was XXXX XXXX hours away. They were not able to explain why suddenly there was a problem. After XXXX hours, being disconnected 3 times and going through 4 levels of customer service I finally spoke with someone who reached out to a branch manager at the XXXX XXXX XXXX ( apparently this is where our account that was opened over the phone resides ). I was told I could fax my ID to this branch. I did so at XXXX p.m. on XX/XX/XXXX and have in my possession transmission confirmation. I also tried, unsuccessfully to contact that branch by phone but could not get through. On XX/XX/XXXX we logged into our account and discovered it was closed. A payment we made the night before did not go through and our {$1600.00} balance was not available to us. After several calls to WF customer service, I spoke to XXXX XXXX. She reached out to the XXXX XXXX branch, they were unable to say why my profile was not updated when the fax was received on XX/XX/XXXX. I faxed the information again on XX/XX/XXXX ( with proof of the transmission ), expecting that Wells Fargo would be able to reverse their errors and get the account reopened that day. Instead, I was told it would take 24-48 hours for the back office to update after the branch uploaded the documentation. XXXX tried to get through to the branch via phone to confirm they received the fax, but was unable. A complaint was opened, but today is XX/XX/XXXX my account is still closed and my money is unavailable to me. Everyone I spoke to said due to their " protocols '', there was nothing they could do to get my account reopened right away, despite the fact that they closed it due to their own errors. So far I've received a note from consumer advocacy that they've received my concerns on XXXX and then today I received notice from WF that my account is closed! This is unimaginable to me. They clearly mishandled my account with their repeated errors and have done nothing to rectify this with the urgency it deserved. I adamantly believe that both the XXXX XXXX branch and the consumer advocacy department need to be held accountable and that no one else should have to experience this.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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