Complaints

This profile includes complaints for Wells Fargo Advisors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wells Fargo Advisors

  1 N Jefferson Ave Saint Louis, MO 63103-2254

• 

  Wells Fargo Advisors

  1000 Broadway Ste 625 Oakland, CA 94607-4042

• 

  Wells Fargo Advisors

  10 Mechanic Street Worcester, MA 01608

• 

  Wells Fargo Advisors

  6075 Poplar Ave #650 Memphis, TN 38119

• 

  Wells Fargo Advisors

  28100 US 19 N Ste 500 Clearwater, FL 33761-2687

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HAVE BEEN TRYING TO ACCESS EDUCATION IRA SET UP BY MY CHILDREN'S ( NOW DECEASED) GRANDMOTHER. I HAVE SUBMITTED FORMS, BIRTH AND DEATH CERTIFICATES. I HAVE SPOKEN TO REPRESENTATIVES WITH SOME CALLS AS LONG AS 4 HOURS+ IN DURATION.
  NO REPRESENTATIVE SEEMS ACCOUNTABLE. EACH REPRESENTATIVE NEEDS TO PLACE ME ON HOLD MULTIPLE TIMES INCLUDING ONE OF THE " SUPERVISORS".
  I AM BEING ASKED QUESTIONS SUCH AS LAST KNOWN ACCOUNT BALANCE WHEN I CONTINUE TO INFORM WELLS FARGO THAT ONLY RECENT INFORMATION WAS FROM 2006 SINCE ALL PAPERWORK WENT TO THE DECEASED GRANDMOTHER'S INACTIVE ADDRESS.
  
  IN ALL 5+ PHONE CALLS , EACH REPRESENTATIVE , EACH TIME ASKS FOR DIFFERENT THINGS TO VERIFY IDENTITY AND TO BE ABLE TO DISCUSS ACCOUNT. SOME AGENTS SIMPLY PLACE ME ON HOLD FOR > 1 HOUR.

  Business Response

  Date: 07/20/2022

  Please
  see the attached Bank response.   

  We’re sorry to hear about the passing of children’s grandmother. We realize this can be a difficult time. Thank you
  for contacting us with your concerns. We’ve looked into it for you and are ready to share our findings.
  We apologize for any service concerns you may have experienced when you attempted to resolve this matter.
  While it is never pleasant to learn we have failed to meet a customer’s expectation, we appreciate your bringing
  this situation to our attention. Your feedback regarding your experience is important to us because it allows us the
  opportunity to improve the service we provide.
  We are writing in response to your complaint we received on July 12, 2022. To better understand your concerns,
  we need more detailed information from you. We have not been able to contact you by phone; therefore, we
  closed the existing case as of the date of this letter.
  What we need
  We would like the opportunity to resolve this matter but need more information from you. If you would still like us
  to research and resolve your concern, please call us at the number below to provide the additional information we
  need.
  How to contact us
  We appreciate the time and effort you took to contact us. If you have questions, please contact us at
  ###-###-####. We’re ready to help you Monday through Friday from 7:30 a.m. to 4:00 p.m. Eastern Time. We
  accept telecommunications relay service calls. 

• Initial Complaint

  Date:07/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since March, 2022, on multiple occasions, my sister and I have been submitting our individual IRA Beneficiary Claim to Wells Fargo Advisors. We wish to claim our designated beneficiary benefits from our deceased mother's IRA which is held by Wells Fargo Advisors. The process has not been clear, we both have received conflicting advice on how to fill out the form from multiple representatives within their Es**** Accounts Services Branch. In addition to not giving clear advice, there has not been any communication from the firm to let us know if our submitted forms are "In Good Order" or not. Thus, the only way to determine if any progress is being made to honor our mother's wishes is to call the 1 800 number and speak to whoever answers the phone. The lack of communication, the lack of clarity provided by Wells Fargo Advisors, and the somewhat "built in" time lag associated with gaining access to our designated benefits is not acceptable.

  Business Response

  Date: 07/15/2022

  Please see the attached Bank response.  

  We’re sorry to hear about the passing of ****** ****. We realize this can be a difficult time. Thank you for
  contacting us with your concerns. We’ve looked into it for you and are ready to share our findings.
  This letter is in response to the concerns expressed to the BBB regarding difficulties completing the es****
  processing of the above account. Specifically, that the process has been unclear, that you have received conflicting
  instructions, and a lack of communication regarding the status of submitted forms.
  First and foremost, please allow us to apologize for any frustration or inconvenience this matter may have caused.
  Wells Fargo Advisors strives to provide our clients with the most outstanding customer service, and we sincerely
  regret that you have received less than our best.
  During our review we found the es**** process for this account has not been completed due in part to the account
  holding securities. Because the account holds securities, we will need to transfer the assets in the account in-kind
  to another brokerage account. However, thus far we have only received requests to liquidate and transfer. We also
  found; the IRA Beneficiary Claim form has been submitted with multiple distribution instructions. Please resubmit
  the IRA Beneficiary claim form with clear distribution instructions and indicate only one method of distribution.
  Please be advised, our EstateProcessing Group does attempt to notify our clients if there is an issue with the
  forms they have submitted. We discovered you may not have received these communications as your email
  address was not recorded correctly in our system. We have notified the Estate Processing Group of this so that
  future communication attempts can be successfully delivered to you. 

  Should you have any questions regarding this process, please contact our Estate Processing Group at ###-###-####. They are available Monday through Friday from 7:00 a.m. to 5:00 p.m. Central Time.
  How to contact us
  We appreciate the time and effort you took to contact us. If you have questions, please contact
  me at ###-###-####, ext *******. I am 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. 

  Customer Answer

  Date: 07/18/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  My rejecting is not so much based on that the info *** provided is incorrect, but that I am continuing to receive conflicting info and no real resolution to my original complaint.  As per Ben's instructions, I have attempted to set up with my bank, State Employees' Credit Union, a brokerage account into which the funds held by Wells Fargo Advisors can be transferred into.  While working with my representative at the Credit Union I called the Estates Accounts folks with Wells Fargo to determine several factors before proceeding.  While talking with the advisor from Estates Account, we were told that I needed to provide the Death Certificate for my father, who died in 2019.  His death preceded my mother's by almost three years, and although he is listed as the primary beneficiary on my mother's account and that she most likely provided Wells Fargo Advisors with  his death certificate in 2019, this advisor, was the first to inform me of this.  So, once again, we are back at stage one.  I am currently gathering additional info to submit, once again completing a claims form, for the 7th time, and will be wondering what new roadblock/ requirement Wells Fargo Advisor will add after my next submission.  Until my designated benefit from my mother's IRA account is deposited to an appropriate account of my choice, this matter is not resolved with an acceptable outcome.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****