ComplaintsforWells Fargo Advisors

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with Wells Fargo Financial Services for over 8 months ever since my wife passed away, trying to close my account and receive my money. Their customer service is beyond horrible. They have continually sent me the wrong paperwork to fill out 5 times! And every time I send the paperwork back to them, they either tell me its incorrect or they "haven't" received it. Even though I fax it to them (have confirmation) and mail it to them in the envelope they provided. They tell me there is no office for me to actually go and sit and speak to someone in person but yet they had no problem finding an office when the account was opened and taking my money. Everything is done over the phone by incompetent staff. This is beyond unacceptable. I would NEVER recommend Wells Fargo to anyone. The only option they have left me is taking them to COURT.

  Business response

  08/20/2024

  Please see the attached Bank response. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent the past month trying to rectify my deceased Mother's account with no avail. I have been hung up on more than twice, have received mis-information and still the account is not correct. I have sent in the correct documents requested of me, but again, the account is still not correct. Well Fargo has my Father's name misspelled on the account and has yet to correct it, even with a call directly from my Father (whom I have a POA). I was told my POA wasn't allowed because my Father is still living. Make that make sense. I need my deceased Mother taken off the account, and my Father's name corrected so that we can move any monies out of Wells Fargo as we will no longer allow Wells Fargo to control the funds. I have been given the run around every time I call or email and I will no longer allow this. My next step is to notify the *************************

  Business response

  08/20/2024

  Please see the attached Bank response. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a Traditional *** with Wells Fargo for 10 years and have successfully accessed this account, until July 2, 2024. While at my local bank branch I did my normal routine of bringing in a Roll-over check to deposit and wanted to set up a Distriibution. On that day I was informed ** had changed it's policies on the Brokerage Accounts, such as mine. Now there would be no local branch access to facilitate ANY activity. My rollover check form state of CA was then. overnighted to the ** Trade Brokerage in ********. From there have been told my account information is not up to date.... and they sent me 2 new forms to complete (one of them being for NEW accounts- even though mine is 10 years old). Since July 8 I have submitted and resubmitted these forms and keep. getting rejected- EACH time I resubnit-- it takes 2-3 business days to get a reply. Meanwhile there is a restriction on access to my recent roll-over of $9,200. The funds cleared, but I cannot get access and have been frustrated by numerous calls and on-line chats to the ** Trader offices- no one tells me what is wrong with the forms. So yesterday I went to certified ** broker near me. He and staff tried to call the St Louis office to help facilitate - but were told they are NOT allowed access until the restrictions are lifted. Now broker says they cannot handle my small account ( less than a Million). I cannot even move my money.I went back to ******** customer assistance and they said actually I need to fill out (another) new form because my signature doesnt match my name spelling on rollover check and forms signed. I submitted that-- and was told that it is another 2-3 days wait and no guarantee it lifts the restrictions. All feedback is contradicting and unclear. I am literally running out of money for ********** and running negative in my ** checking accounts, racking up NSF charges. This situation is damaging my personal finance, my credit score, and standing with my auto finance company.

  Business response

  08/09/2024

  ***************************************
  PO Box 5133
  *********************
  
  
  August 9, 2024
  
  
  
  *************************************
  108 Tuxedo Court
  ***********************
  
  
  Subject: Were responding to your concerns
  Wells Fargo case number: 06202407304628416, 06202407294620585, 06202407294622741
  Account number ending in: 1267, 8919, 7987
  **********************, case number: ********
  
  
  Dear *************************************:
  
  We are responding to concerns expressed on July 16, 2024, and July 29, 2024, regarding the restriction on your
  account ending in 1267 and that you were required to submit new forms to have it removed. The forms were
  rejected multiple times, requiring additional submissions which created delays in the restriction removal, and
  resulted in your lack of access to funds. You suggested that you were not informed of why the forms were
  rejected. Despite the restriction, you had no trouble transacting within the account for the last several years. Due
  to your recent inability to access funds, you experienced a negative impact to your Wells Fargo checking account,
  including fees due to insufficient funds. You mentioned receiving contradictory instructions and information which
  led to repeated follow-up conversations both by phone and through online chat. You stated you were no longer
  able to be assisted with your Individual Retirement Account ***** rollovers and distributions in a bank branch, and
  that a Wells Fargo broker declined to service the account as it had a total asset value of less than $1 million. Thank
  you for contacting us. We completed our research and are providing details to address your concerns.
  
  Brokerage Concerns: What you need to know
  
  You stated that on July 2, 2024, you visited a Wells Fargo Bank branch to deposit a rollover check into your ***
  ending in 1267. Although you had previously been assisted with transactions such as these at the branch, you were
  told they would no longer be able to service the account. While the process may seem inconvenient, our policy
  states rollover checks must be physically sent to our *************** team for processing. You indicated the
  rollover check was overnighted to our Brokerage Services location in ***********. We can confirm the funds from
  the rollover check settled on July 8, 2024.
  
  
  We may collect personal data as part of the complaint resolution process. For the categories of personal data that Wells Fargo may collect and
  how we use it, see the Wells Fargo California Consumer Privacy Act Notice at Collection at *********************************************************************
  security/notice-of-data-collection/. See additional Wells Fargo privacy notices at *********************************************************************security/.
  
  
  Investment and Insurance Products are: Investment products and services are offered
  Not Insured by the **** or ***************************** through Wells Fargo Advisors, a trade name used by
  Not a Deposit or Other Obligation of, or Guaranteed by, the Bank or ******** Wells Fargo Clearing Services, LLC, Member SIPC, a
  Affiliate registered broker-dealer and non-bank affiliate of
  Subject to Investment Risks, Including Possible Loss of the Principal Amount Wells Fargo & Company.
  Invested
  
  ECMO-BT173_Res_M_E_052024
  
  On July 8, 2024, you called from a bank branch to complete a distribution, at which point you were informed there
  was a restriction on the account that prevented this transaction. Our research shows a restriction was placed on
  the account on January 15, 2015, however, transactional activity was not prohibited until this year. Unfortunately,
  we were unable to identify what caused this oversight. At Wells Fargo, we pride ourselves on developing and
  maintaining quality financial relationships and strive to consistently deliver the exemplary service we know our
  customers deserve. We understand your deep frustration pertaining to this matter and sincerely regret that your
  experience has fallen short of expectations. Please allow us to apologize for any frustration or inconvenience these
  matters have caused, including inaccurate and conflicting information that you may have received throughout
  your experience.
  
  To remove the restriction, we required the submission of New Account Application forms, despite the account
  having been active for many years. On July 10, 2024, we received the completed forms. Unfortunately, there were
  pages missing and a required selection on the form was left blank. This led to the rejection of the forms. We
  informed you of these errors during a call interaction on July 11, 2024.
  
  Forms submitted on July 12, 2024, were also rejected due to a mismatch between your first name written on the
  form versus your first name as listed in our records. We communicated this information to you in a call interaction
  on July 16, 2024, and advised you to submit a One and Same Letter to rectify the issue. We received the letter the
  same day.
  
  The restriction was successfully lifted on July 17, 2024. Our records show a distribution was completed on July 18,
  2024, and funds in the amount of $2,340.00 were transferred to your Wells Fargo Checking account ending in
  7987 the same day.
  
  In your correspondence with the Better Business Bureau on July 16, 2024, you mentioned you visited a certified
  Wells Fargo Broker for assistance but were met with the same issues regarding the restriction. You further noted
  the Broker was unable to service your account due to its total value of less than $1 million. Please know that while
  some of our Advisory Programs have a minimum account size of $1 million, there are other options that offer
  services to accounts with a lower minimum value. If you are looking to work with a Financial Advisor, please reach
  out to us by calling ************** Monday through Friday 8:30 a.m. to 9:30 p.m. Eastern time.
  
  On July 29, 2024, you contacted us using our online chat feature to inquire about a secure message you received
  which you stated requested a co-applicant signature on your *** forms. During the interaction you were informed
  there were no further requirements, and the account is unrestricted. Please allow us to apologize for any confusion
  that may have been caused.
  
  Should you have any additional questions about your brokerage account or this process, please contact our
  WellsTrade representatives at 1-800-TRADERS ***************). They are available Monday through Friday,
  8:00 a.m. to 12:00 a.m. Eastern Time.
  
  Banking Concerns: What you need to know
  
  The deposit account is currently enrolled in **************************** (****). This is an optional service that
  allows Wells Fargo, at its discretion, to approve and pay eligible ATM and debit card transactions when the amount
  of the transaction exceeds the available balance in your checking account or in accounts linked for overdraft
  protection. Standard overdraft fees and policies will apply.
  
  **** does not apply to the following transactions:
  
  Recurring debit card transactions
  Pre-authorized transactions
  Checks
  Bill pay transactions using Wells Fargo Online
  
  If sufficient funds are not available in the account, debit card transactions, ATM transactions, and the transactions
  listed above may continue to be authorized into overdraft and assessed an overdraft fee, regardless of whether
  you have added the **** to the account.
  
  If you would like to remove this service, you may do so at any time by:
  
  ************************ at ******************/7. We accept telecommunications relay service calls.
  Signing on to Wells Fargo Online from a computer or tablet (search Overdraft Services).
  Visiting a Wells Fargo ATM (select More Choices).
  Speaking to a banker at any Wells Fargo branch. To locate a branch near you and schedule an
  appointment online, access wellsfargo.com/locator.
  
  If you wish to remain enrolled in this service, you may be assessed an overdraft fee for ATM and everyday
  (onetime) debit card transactions approved into overdraft.
  
  Fee Concern
  
  Our records show the account became overdrawn by the ******************* transaction for $39.00 on June 3,
  2024. We paid the transaction into overdraft and assessed a $35.00 overdraft fee on June 4, 2024, because the
  available balance at the time the transaction was presented was $0.42.
  
  The account also became overdrawn by the Petaluma UB transaction for $145.00 on July 8, 2024. We paid the
  transaction into overdraft and assessed a $35.00 overdraft fee on July 9, 2024, because the available balance at
  the time the transaction was presented was $-17.20.
  
  We understand your concerns, and confirm we appropriately assessed the fees based on the Deposit Account
  Agreement and the Consumer Account Fee & Information Schedule. A full copy of the Deposit Account
  Agreement is available at your Wells Fargo branch or by visiting our website at wellsfargo.com.
  
  While we realize the information provided may not alleviate your frustrations, we hope this correspondence helps
  to clarify our actions about this matter. We strive to provide exceptional service and were sorry we didnt meet
  that expectation in this instance.
  
  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
  
  Should you have additional questions or concerns regarding this letter, I can be reached directly at
  ****************************, Monday through Friday, 9:00 a.m. to 3:00 p.m. Eastern Time. We accept
  telecommunications relay service calls.
  Sincerely,
  
  ******************
  Escalations Representative Registered
  ***************************************
  **********************************
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I invest a portion of my paycheck every time I am paid. Approximately three weeks ago I once again visited the investment portal for Wells Fargo and placed orders for three different mutual funds. Some time later, I am unclear about how long it was. It was somewhere in the range of a day or two later, I went back to Wells Fargo's investment portal to look at something else and noticed that no mutual funds had been purchased and there were no pending orders shown either. I assumed that I had forgotten to confirm my previous orders so I placed them again. Later I found out that two sets of orders had been placed. This shouldn't have been possible since my account isn't authorized for trading on margin and didn't have enough cash to place two sets of orders. It appears that someone at Wells Fargo realized that a mistake had been made and independently decided to sell some but not all of the mutual funds. I DID NOT AUTHORIZE THIS! I did not intend for two sets of orders to be placed as their system showed that I hadn't placed the first set of orders. Wells Fargo charges $35 per mutual fund transaction. The additional three purchases and three sales cost me $210. I would like for that to be returned as I consider this to be theft.

  Customer response

  08/07/2024

  My complaint has been resolved.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked to close my account with them 2 weeks ago. They told me disbursement would be 3-5 days which is absurd anyway. It's been 12 days, they haven't contacted me, and when I've contacted them they've told me TOMORROW, TOMORROW. Well I'm not Little Orphan ***** and after 12 days they've not contacted me to report and issue and they seem to refuse to return my funds. These guys appear to be crooks. I'm about 1 day from contacting the SEC and filing an official complaint. I would avoid these people at all costs.

  Business response

  07/16/2024

  Please see attached business response. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wells Fargo Advisors incorrectly charged three fees on my accounts. ******************* stated the providing a refund for the fees is "not something we do," which is false. He backtracked and stated that "accommodations" can be made. My advisor, *********************, stated in writing that the fees did not apply to my account.

  Business response

  07/26/2024

  Enterprise ****************************
  PO Box 5133
  *********************
  
  
  July 25, 2024
  
  
  
  ****************************
  ****************************************************************
  
  
  Subject: Were responding to your concerns
  Wells Fargo case number: *****************
  Account numbers ending in: 8118 and 7353
  
  
  Dear ****************************:
  
  Thank you for contacting us. We completed our research and are providing details to address concerns you
  expressed to the Better Business Bureau regarding the *********** fees applied to you your Wells Fargo Advisors
  Individual Retirement Account ***** ending in 7353 and your *************** ending in 8118. These concerns were
  forwarded to the Enterprise **************************** in accordance with industry standards and Firm
  policies.
  
  We confirmed that a transfer of your *************** ending in 8118 to an outside firm was processed and a ***********
  fee in the amount of $125.00 was applied on April 15, 2024. The transfer of your *************** to the outside firm was
  completed on April 18, 2024, with a residual processed on April 26, 2024.
  
  A transfer of your *** ending in 7353 to an outside firm was initiated on April 12, 2024. The $125.00 ***********
  fee was applied on April 22, 2024. On May 1, 2024, a $125.00 reversal correction was processed for the duplicate
  $125.00 *********** fee applied in error on April 30, 2024. The remaining cash balance was transferred out on
  May 3, and May 13, 2024.
  
  In a June 20, 2024, email exchange with you, and Branch Manager, *******************, ******************* explained that the fee
  explained in writing was a portfolio management fee, which is separate and distinct from the account transfer fee
  charged for *********** and transfer of the account.
  
  On July 1, 2024, we sent you a letter regarding concerns you expressed in a May 21, 2024, email to your financial
  advisor about *********** fees. We explained that the initiation of a full outgoing transfer automatically
  
  
  We may collect personal data as part of the complaint resolution process. For the categories of personal data that Wells Fargo may collect and
  how we use it, see the Wells Fargo California Consumer Privacy Act Notice at Collection at *********************************************************************
  security/notice-of-data-collection/. See additional Wells Fargo privacy notices at *********************************************************************security/.
  
  
  Investment and Insurance Products are: Investment products and services are offered
  Not Insured by the **** or ***************************** through Wells Fargo Advisors, a trade name used by
  Not a Deposit or Other Obligation of, or Guaranteed by, the Bank or ******** Wells Fargo Clearing Services, LLC, Member SIPC, a
  Affiliate registered broker-dealer and non-bank affiliate of
  Subject to Investment Risks, Including Possible Loss of the Principal Amount Wells Fargo & Company.
  Invested
  
  ECMO-BT173_Res_M_E_052024
  terminates the Wells Fargo Advisors brokerage account and charges a *********** fee and that this was processed
  correctly. We enclosed a copy of the fee brochure and explained that the *** *********** fee in the amount of
  $125.00 was explained in the fee brochure included with your March 2024 statement.
  
  On July 3, 2024, we received your concern expressed to the BBB. We escalated your concern regarding the request
  for reimbursement to our business channel leaders for review and consideration of this matter. After careful
  assessment, we are unable to honor an accommodation for reimbursement of the account *********** fees.
  
  We confirmed that on page 6 or 20, of the electronically signed account agreement, section 15, Fees and Charges
  states We may assess your Account with charges to cover our services, or the *********** of services, including
  but not limited to, an annual household fee, operational and service fees, custodial fees and transaction fees and
  commissions.
  
  We apologize for any confusion regarding discussions with your financial advisor about fees related to the fee
  structure and the management fees associated with the different managed account platform types. The managed
  account agreement discusses several different management platform fees, beyond the fees specific to the
  platform the that was selected.
  
  Wells Fargo Advisors regrets that you do not agree with our prior decision. However, a secondary review of your
  concerns has been conducted and no new information was presented to support a different conclusion. As such,
  Wells Fargo Advisors' position on the matter remains unchanged. We would like to wish you success with your
  future financial arrangement.
  
  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, you may reach me at
  *********************************. Were ready to help you Monday through Friday from 8:00 a.m. to
  4:30 p.m. Central Time. We accept telecommunications relay service calls.
  
  Sincerely,
  
  **********************
  Escalations Representative Registered
  Enterprise ****************************
  **********************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Wells Fargo is performing illegal false advertising by claiming to gve a $325 bonus upon signup and not giving it to there customers. I signed upthru the offer shown below(which as you can see doesnt have a bonus code) by logging into my online account. I met all the requirements(direct deposit of at least $1000 and maintain minimum balance of $500) Wells fargo however did not give me the promised $325 and gave as a excuse that I did not input a bonus code.(As ypu can see from mt screenshot there is no bonus code)

  Customer response

  06/27/2024

  Dear BBB Case manager,

   

  I have attached the requested signature form.  Please let me know if you have any further questions.

   

  Sincerely,

   

  *********************************

  Business response

  07/02/2024

  Please see the attached Bank response. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I notified Wells Fargo several times but do not receive replies or follow up regarding my mother *************************** death.I sent the death certificate 04/29/2024, then had to call for a follow up. No information could be released. I then uploaded AFFIDAVIT OF PERSONAL PROPERTY approximately 5/1/24. Still never received information. I phoned and the office gave me a little in formation. I have not received any documentation regarding my mothers account.5/2/24 The second person I spoke with on this day was ******. She wanted me to file a fraud report. She transferred me to the fraud department and the fraud department after a long discussion transferred me back to the estate department. Eventually disconnected to a non working number. This time I asked to speak to a supervisor and had a discussion with ******. She filed the claim. I was told I would receive information by email or by mail. I never received either..On 6/5/24 I spoke with ******, who said that the claims were paid. But I never received any communication from Wells Fargo.. ****** eventually transferred me to *****. I also spoke with ***** at the estate care center.. and lastly I have ***** on 6/15/24 said she would personally get back with me and to date has not.I believe that my mothers ATM card was compromised by a relative and $4000 was removed from her account and so although the account has paid to you all, I havent received any money to pay for my mothers funeral expenses and shouldnt the person stealing money from my mother be held accountable? I have no documentation as Wells Fargo has sent me nothing and Ive sent them all documents they require.

  Customer response

  06/18/2024

  Attaching Authorization for release of account information form
  Adding AFFIDAVIT OF PERSONAL PROPERTY 

  Customer response

  06/18/2024

  Attaching Authorization for release of account information form
  Adding AFFIDAVIT OF PERSONAL PROPERTY 

  Business response

  07/05/2024

  Wells Fargo case number: *****************
  Account number ending in: 8335
  **********************, case number: ********
  Client name: ***************************
  
  Dear ***************************:
  
  Thank you for contacting us. We would like to express our condolences for the loss of ***************************. We completed our
  research and are providing details to address your concerns.
  
  What you need to know
  
  We reviewed our records regarding claim *********** and found the claim was paid in full and a final credit of $2,496.15
  posted to the account ending in 8335 on May 21, 2024. We have enclosed a copy of our written communication regarding
  this claim for your records and review.
  
  While reviewing the account prior to closing, we found there were two federal direct deposits that were rescinded. The first
  payment for $1,349.00 which posted to the account on April 1, 2024, was rescinded on April 9, 2024. The second
  payment for $1,683.00 which posted to the account on April 3, 2024, was rescinded on April 9, 2024.
  
  Because these payments to the account ending in 8335 were rescinded, there was not enough money in the account to
  maintain a positive balance. We have enclosed copies of the account statements dated, May 15, 2024, and June 17,
  2024, for your records and review.
  
  Account Status
  
  The account ending in 8335 closed and charged off on June 10, 2024, with an overdrawn balance of $531.47.
  
  We give customers ******************************************************* zero balance. During this time, our Overdraft
  Deposit Collections and ******************* works to set up payment plans with customers when possible.
  
  For more information, please refer to the Deposit Account Agreement. You can access a full copy of the agreement at
  your local Wells Fargo branch, or by visiting us online:
  
  1. Access.wellsfargo.com.
  2. Select the magnifying glass to access the search function.
  3. Type account disclosures and hit enter.
  4. Select Consumer Account Disclosures ********************************************* from the options in the search results.
  5. Enter your zip code, if prompted.
  6. Select the link for the document you would like to review.
  
  1
  You can also access a full copy of the account agreement at your local Wells Fargo branch. To locate a branch near you
  and schedule an appointment online, access wellsfargo.com/locator.
  
  If you have questions about the balance due, please contact Overdraft Deposit Collections and ******************* at
  **************, Monday through Thursday 7:00 a.m. through 11:00 p.m., Friday 7:00 a.m. through 8:00 p.m., Saturday
  7:00 a.m. through 5:30 p.m., and Sunday 7:00 a.m. through 7:30 p.m. Central Time.
  
  Additional concerns regarding account ending in 8335
  
  You expressed concerns around the lack of communication from us regarding ***************************** account and for the
  decision pertaining to fraud claim ***********.
  
  Our records show that we spoke to you on June 5, 2024, explaining that the claim had been paid and the account had
  credited on May 21, 2024, and additionally, explained that the account was still negative from the reclaim of the two
  federal direct deposits. This information is also outlined above in this letter.
  
  Please note that an affidavit of collection does not allow for an address change to be completed on the account. We would
  need probate documentation that allows this change to occur as well as for you to receive any information about the
  account prior to the passing of your mother on March 28, 2024.
  
  For additional assistance or questions, please contact the ****************** at **************, Monday through Friday,
  8:00 a.m. to 8:30 p.m., and Saturday, 9:00 a.m. to 5:00 p.m. Eastern Time.
  
  While we realize the information provided may not alleviate your frustrations, we hope this correspondence helps to clarify
  our actions about this matter. We strive to provide exceptional service and were sorry we didnt meet that expectation in
  this instance.
  
  Unfortunately, many times the requested resolution does not match the relief we are able to provide. As an advocate for
  our customers, we strive to remedy each request to the best of our ability; however, we are restricted by items beyond our
  control, such as federal regulations, third party service agreements, and legal or regulatory implications. The resolution we
  are providing is within our resources and compliance guidelines.
  
  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, you may reach me at ************,
  Monday through Friday from 9:30 a.m. to 6:30 p.m. Central Time. We accept telecommunications relay service calls.
  
  If there is an attachment to this email and you cannot read it, please contact us.
  
  Sincerely,
  
  **********************
  Escalations Representative
  Enterprise ****************************
  **********************************
  Fax: **************
  

  Customer response

  07/16/2024

  Wells Fargo, **********************

  I have yet to receive my mother ***************************** statements. Yes I had contacted you many times regarding my mothers account however I have asked numerous times for a statement from the day of her death and all records from the time period of March 28th 2024 - to the closing date but I still have not received the documentation. In fact ********* you also told me you would send me the statements/ documents and I still have nothing. So while you have verbally communicated- I have no records from your company.

  Please send the documents either through this site or by ***** Let me know when I can receive them and how you plan to send them.

   

  Business response

  07/31/2024

  Enterprise ****************************
  PO Box 5133
  *********************
  
  July 30, 2024
  
  ***************************
  ********************************************************************************
  
  Subject: Were responding to your concerns
  Wells Fargo case number: *****************
  Account number ending in: 8335
  **********************, case number: ********
  Client name: ***************************
  
  Dear ***************************:
  
  Thank you for contacting us. We would like to express our condolences for the loss of ***************************. We
  completed our research and are providing details to address your concerns.
  
  Requested documents
  
  Previously, we explained that an affidavit of collection does not allow for an address change to be completed on
  the account. We would need probate documentation that allows this change to occur as well as for you to receive
  any information about the account prior to the passing of your mother on March 28, 2024.
  
  After review of our prior response, we need to provide you with an update regarding your request.
  
  The affidavit of collection of property is not the same as becoming an account beneficiary, it only allows for
  collections of funds on the account. We allowed you to file a claim on the account regarding any transactions
  which occurred after March 28, 2024 and as the claimant on the account, we were able to provide you the
  additional details listed in the enclosed response.
  
  Unless a probate or court order is presented, we cannot disclose further information on the account that what we
  have already provided.
  
  Once you are in possession of this document, please either contact the ****************** at **************,
  Monday - Friday, 8:00 a.m. to 8:30 p.m. and Saturday, 9:00 a.m. to 3:00 p.m. Eastern Time or visit a local branch
  to provide a copy of the probate or court order document.
  
  
  Customer service expectations
  
  
  We may collect personal data as part of the complaint resolution process. For the categories of personal data that Wells Fargo may collect and
  how we use it, see the Wells Fargo California Consumer Privacy Act Notice at Collection at *********************************************************************
  security/notice-of-data-collection/. See additional Wells Fargo privacy notices at *********************************************************************security/.
  
  ECMOBT129_Res_M_E_122023
  
  
  
  Thank you for contacting us about your recent Wells Fargo experience. We want to address all of your concerns.
  Our goal is to provide helpful, friendly service, and were sorry that your experience didnt reflect our standards.
  
  Unfortunately, many times the requested resolution does not match the relief we are able to provide. As an
  advocate for our customers, we strive to remedy each request to the best of our ability; however, we are restricted
  by items beyond our control, such as federal regulations, third party service agreements, and legal or regulatory
  implications. The resolution we are providing is within our resources and compliance guidelines.
  
  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, you may reach me at
  ************, Monday through Friday from 9:30 a.m. to 6:30 p.m. Central Time. We accept telecommunications
  relay service calls.
  
  Sincerely,
  
  **********************
  Escalations Representative
  Enterprise ****************************
  **********************************
  Fax: **************
  
  Enclosure
  cc: Better Business Bureau
  

  Customer response

  08/01/2024

  Complaint: 21862613
  I have reviewed the business' response and am rejecting it because:

  According to statute ARS ****** states;
  Collection of personal property form Page 2 1st paragraph clearly states I have access to my mothers bank accounts.
  (A.R.S. ********

  The value of all of the personal property (cash, bank accounts, stocks and bonds, cars, jewelry, money owed to the person who died, etc.) in the estate of the person who died (the deceased), wherever that property is located, less liens and encumbrances, does not exceed $75,000, and at least 30 days have passed since the death, and/or..

  The form is attached.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Wells Fargo will not transfer *** funds to my spouse's checking account so we can pay up taxes and medical expense loans for her. I faxed in required form from WF website on May 28th and I had to contact WF using number online and on form because n one called me. As I have explained more than once by phone my spouse is dying from complications due to dementia and possible stroke, seizure, and she needs her saved money now! I faxed in form, sent it through message center and then called days later because no-one responded only to find out I needed to complete a supplemental form. I would never have known thus because a financial advisor never contacted us!I sent on that form and received bo contact back except an internal message center email within WF website portal stating application was rejected because account number was not included. I included the account number on original firm sent in twice by fax and twice by message center and its the only number listed for account transfers on their website!I called again and had to sit and wait for an hour to get someone to image my guardianship, the forms and requests to account and was told an *** ********* contact now has messages and details to process transfer.It has been two weeks and 11 business days and no money and closed *** account yet! No advisor gas called back since my call from two days ago and it should not take this long to cash out an account, especially knowing my spouses money has sat there and the transfer us to another WF account, she us well over 59 1/2 years old so no penalty, the forms were sent in and confirmed as correct and imaged, and enough calls have been made, oh and she is dying at home, on hospice, so she deserves to pay up debts before she dies!!!!!!!

  Customer response

  06/13/2024

  I faxed authorization just now

  Customer response

  06/18/2024

  Please close this complaint as the local office from Wells Fargo contacted me and I are now working on transferring the funds that I requested weeks ago.  The previous numbers on the forms were not helpful at all, which is why the complaint was made to begin with, but now the local office in ******* has handled my situation and was very engaging and helpful so I would like to close this complaint.  
  

  Thanks for your time and attention and your help

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother passed away in 2020 , she has a money market account through ********************, I am to inherit that account and have been trying since then to have them transfer into my name. I've been asked to submit notarized documents and resubmitted them over four years now . I've spoken to numerous managers and have been told everything looks good but then it's not . This is ridiculous and very frustrating. My mother's account has over $30,000. I want this resolved please

  Customer response

  06/18/2024

  Wells Fargo seems to always find reasons to prolong the process so then the other notarized documents expire. So therefore it never gets handled. That's what I'm experiencing right now. 

  Business response

  06/20/2024

  Please see attached business response. 
  
  

  Customer response

  06/23/2024

  Complaint: 21795047
  
  I am rejecting this response because:
  even after submitting the notorized documents , I still get the same response . So therefore nothing is getting resolved , it's just a revolving door since 2020. 

  So please take another look and you'll see all documents,  account number ********* ***********; ******************** , born aug.21, 1940.

  Thank you.m,
  
  
  Sincerely,
  
  ***********************

  Business response

  07/12/2024

  Please see the attached Bank response. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩