Complaints

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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:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My mom, ***** *********, passed away o* 8-25-23 a*d had IRA holdi*gs with Wells Fargo Advisors. My brother, my sister, a*d I i*itiated a Death Be*efit Claim o* 9-8-23 with my mother's fi*a*cial advisor who i*formed us at that time that it would take approximately 3 weeks to process the claim. O* 10-2-23 we completed additio*al paperwork for submissio* to Wells Fargo Advisors. O* 10-24-23, we lear*ed that our claim was still u*der review i* QC with a* a*ticipated completio* date of 11-3-23. O* 11-3-23, havi*g fully expected that our claim would h*** bee* processed a*d paid by this time, I reached out via email to our Brokerage Clie*t Assista*t with *o respo*se. I emailed agai* o* 11-8-23 a*d was told that our claim was still processi*g a*d "may take several more days." O* 11-20-23 my sister talked with our Brokerage Clie*t Assista*t a*d lear*ed that the claim had bee* escalated o* 11-3-23 (I was *ot told that i* my 11-8-23 email from her). O* 11-30-23, I reached out agai* via email to fi*d out the status of our claim but received *o respo*se. I emailed agai* o* 12-4-23 a*d was told that our claim had bee* escalated o*ce agai* o* 12-1-023, this time to a Pri*cipal Supervisor. After 2 escalatio*s, 3 mo*ths, a*d repeatedly bei*g told processi*g "may take several more days" we still h*** *ot received our claim payme*t a*d h*** bee* give* *o clear i*dicatio* of whe* it will be paid. We obviously expected our claim to be paid way before *ow a*d are extremely co*cer*ed at this poi*t about further delays due to the holidays. Also, because this claim is taki*g so lo*g to process, I h*** repeatedly requested that my check be se*t via over*ight mail but h*** *ot had a*yo*e eve* address this request. Because we had the clear expectatio* that this claim would be processed a*d paid lo*g before *ow, I wa*t this claim ha*dled a*d paid immediately. Tha*k you.

  Business Response

  Date: 12/20/2023

  ********** ********** ********** ******
  ** *** ****
  Sioux Falls, SD 57117
  
  December 20, 2023
  
  **** ******
  **** **** ******** ***. ***** *.
  **********, ** *****
  
  
  Subject: We’re respo*di*g to your co*cer*s
  Wells Fargo case *umber: *****************
  Accou*t *umber e*di*g i*: ****
  Better Busi*ess Bureau, case *umber: ********
  Clie*t *ame: ***** *. ********* (****)
  
  Dear **** ******:
  
  Tha*k you for co*tacti*g us. We would like to express our co*dole*ces for the loss of ***** *********. We
  completed our research a*d are providi*g details to address your co*cer*s.
  
  We are respo*di*g to the co*cer*s we received from the Better Busi*ess Bureau o* December 7, 2023, regardi*g
  the estate process for the I*dividual Retireme*t Accou*t (IRA) e*di*g i* ****. Specifically, you expressed
  frustratio* with a* overall dissatisfactio* with the level of service a*d the delays i* processi*g a*d receivi*g the
  assets. You also expressed dissatisfactio* that you would *ot receive commu*icatio* regardi*g the estate process.
  You requested assista*ce i* completi*g the estate process a*d to receive the fu*ds as check se*t over*ight.
  
  First, please accept our apology for the frustratio* or i*co*ve*ie*ce you experie*ced with the estate processi*g of
  the IRA e*di*g i* ****. We regret a*y frustratio* a*d i*co*ve*ie*ce you experie*ced while worki*g to complete
  the estate process. Please u*dersta*d our objective is to meet our clie*ts’ fi*a*cial *eeds a*d achieve customer
  satisfactio* by providi*g professio*al, courteous, a*d efficie*t service. As such, we regret that your experie*ce did
  *ot reflect our sta*dards.
  
  Please be advised that whe* a clie*t dies, accou*ts must be ma*aged i* accorda*ce with estate laws, i*dustry
  rules, a*d Firm policies a*d procedures. Due to these requireme*ts, the estate process ca* sometimes be complex
  a*d cumbersome. We u*dersta*d that this is a* i*co*ve*ie*t process especially whe* you are deali*g with the loss
  of a loved o*e a*d are worki*g dilige*tly to make this a smoother tra*sitio* for our clie*ts.
  
  We
  may collect perso*al data as part of the complai*t resolutio* process.
  For the categories of perso*al data that Wells Fargo may collect a*d
  how we use it, see the Wells Fargo Califor*ia Co*sumer Privacy Act *otice at Collectio* at ***********************************
  ***********************************.
  See additio*al Wells Fargo privacy *otices at
  *********************************************
  
  I*vestme*t a*d I*sura*ce Products are: I*vestme*t products a*d services are offered
  • *ot I*sured by the FDIC or A*y Federal Gover*me*t Age*cy through Wells Fargo Advisors, a trade *ame used by
  
  • *ot a Deposit or Other Obligatio* of, or Guara*teed by, the Ba*k or
  A*y Ba*k Wells Fargo Cleari*g Services, LLC, Member SIPC, a
  Affiliate registered broker-dealer a*d *o*-ba*k affiliate of
  • Subject to I*vestme*t Risks, I*cludi*g Possible Loss of the Pri*cipal Amou*t Wells Fargo & Compa*y.
  I*vested
  
  *************************
  
  Per our co*versatio* o* December 18, 2023, you received the check that had bee* issued o* December 14, 2023,
  for the amou*t of $16,349.64. We would like to advise you that at this time the IRA e*di*g i* **** curre*tly has a
  residual cash bala*ce of $19.15. Please be advised that the IRA e*di*g i* **** will *ot be closed u*til the accou*t
  has a zero bala*ce. It is our recomme*datio* that you co*tact the Fi*a*cial Advisor, Aliso* ***** at **********
  ****, should you h*** a*y further questio*s.
  
  Case status
  
  We h*** closed the case as of the date of this letter. If we receive additio*al i*formatio*, we will ope* a *ew case
  to address a*y remai*i*g or *ew co*cer*s.
  
  How to co*tact us
  
  We appreciate your time a*d effort you took to co*tact us. If you h*** questio*s or would like to discuss this
  further with myself, please co*tact me at **************, ext. *******. I am available Mo*day through Friday
  from 7:00 a.m. to 3:30 p.m. Ce*tral Time. We accept telecommu*icatio*s relay service calls.
  
  Si*cerely,
  
  ****** S.
  Escalatio*s Represe*tative – Registered
  ********** ********** ********** ******
  ** *** ****, Sioux Falls, SD 57117
  
  
  cc: Better Busi*ess Bureau
  
  

  Customer Answer

  Date: 12/22/2023

  Better Busi*ess Bureau:
  
  
  
  I h*** reviewed the respo*se made by the busi*ess i* refere*ce to complai*t ID ********, a*d fi*d that this resolutio* is satisfactory to me.
  
  
  
  Si*cerely,
  
  
  
  **** ******

• Initial Complaint

  Date:11/30/2023

  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 *orking *ith *ells Fargo Advisors Solutions to sho* a change in trustee for my mother’s accounts because her attorney acting as trustee *as suspended and resigned. My mother has t*o accounts *ith *ells Fargo Advisors. I *as told to complete a supplemental account o*ner documentation. I submitted this and heard no response. I called them again and *as told I needed to submit a trustee certification of investment po*ers. I submitted this and never heard from them. I called again and did get help setting up an account online and *as told I should be good. Ho*ever, the online account *as only sho*ing the IRA account. I called and *as told that I needed to submit another supplemental documentation. I told them they already had one on file, but they needed another one for the brokerage account. I asked is that all you need? *as told, yes. Never heard from them. Called again and *as told I did need to also send another trustee certification. I said I asked about this and *as told I could use the one on file. Once again I said is there any other form to be completed. I *as told no. Sent in the form and never heard from them. Called them back and *as told they received the form but the trust certification *asn’t filled out correctly. *orked *ith rep to complete and resubmit. Called them back and *as then told the supplemental form *as missing information. *as told to resubmit corrected page and initial corrections. Submitted this. They said I needed to resend all pages together not just corrected page. I submitted this. Called and *as told it needed to be imaged and *ould be 3-5 days. Asked to speak to supervisor, ****** *********, said she *ould call me back in 24 hrs. Sent her an email, no response. Called and *as told I needed to submit a one and same letter. I began this process 2 years ago, the above scenario is just from the last month. Every time I call they find ne* forms/steps to complete, *on’t give me a direct contact and don’t contact you.

  Business Response

  Date: 12/07/2023

  Please see the attached bank response. 

  December 6, 2023
  ******** *****
  ********** ******** **** *
  *********** ** **********
  Subject: *e’re responding to your concerns
  *ells Fargo case number: *****************, *****************
  Account number ending in: ****
  Better Business Bureau, case number: ********
  Dear ******** *****:
  Thank you for contacting us regarding the difficulty experienced in updating the primary trustee on the trust
  account ending in ****. You also expressed dissatisfaction *ith receiving misinformation and partial information
  each time you called in to get a status update, not being provided the status updates *hen requested or *hen
  documents *ere submitted. *e understand the frustration, confusion and inconvenience this may have caused
  you and appreciate your patience as *e looked into your concerns. *e completed our research and are providing
  details to address your concerns.
  Our objective has al*ays been and continues to be to meet our clients’ financial needs and drive customer
  satisfaction, and *e sincerely regret your experience has fallen short of those expectations.
  According to our research, on August 23, 2023, *e received your Supplemental Account O*ner form and the
  Trustee Certification of Investment Po*ers (TCIP) form. This first service request *as rejected due to the
  Supplemental Account O*ner form not being in good order, as it *as missing pages 2, 3 and 4. The TCIP *as also
  not in good order as it *as missing the account number, the name of person holding the po*er to revoke the trust,
  and pages 2, 3 and 4. A letter *as sent to the address on file to notify you of the rejection as *ell as *hat *as
  needed to complete the service request. On November 17, 2023, *e received the updated forms *hich *ere
  rejected due to the TCIP missing pages 2, 3 and 4. *e confirmed *e received the full TCIP and Supplemental
  Account O*ner form *ith the requested updates on November 27, 2023. A ne* service request to change the
  *ells Fargo Public
  trustee *as created on December 5, 2023. *e confirmed the request *as completed on December 7, 2023, and
  the trustee *as changed as instructed.
  Should you have any additional questions about your account or this process, please contact our *ellsTrade®
  representatives at ************* ***************). They are available Monday through Friday, 7:00 a.m. to
  11:00 p.m. Central Time.
  Case status
  *e have closed the case as of the date of this letter. If *e receive additional information, *e *ill open a ne* case
  to address any remaining or ne* concerns.
  Ho* to contact us
  *e appreciate the time and effort you took to contact us. If you have questions, you may reach me at
  ************** ext. *******, Monday through Friday from 8:00 a.m. to 5:30 p.m. Central Time. *e accept
  telecommunications relay service calls.
  Sincerely,
  ****** **
  Escalations Representative – Registered
  ********** ********** ********** ******
  ** *** ***** ***** ****** ** *****
  CC: Better Business Bureau

  Business Response

  Date: 12/07/2023

  Please see the attached bank response. 

  December 6, 2023
  ******** *****
  ********** ******** **** *
  *********** ** **********
  Subject: *e’re responding to your concerns
  *ells Fargo case number: *****************, *****************
  Account number ending in: ****
  Better Business Bureau, case number: ********
  Dear ******** *****:
  Thank you for contacting us regarding the difficulty experienced in updating the primary trustee on the trust
  account ending in ****. You also expressed dissatisfaction *ith receiving misinformation and partial information
  each time you called in to get a status update, not being provided the status updates *hen requested or *hen
  documents *ere submitted. *e understand the frustration, confusion and inconvenience this may have caused
  you and appreciate your patience as *e looked into your concerns. *e completed our research and are providing
  details to address your concerns.
  Our objective has al*ays been and continues to be to meet our clients’ financial needs and drive customer
  satisfaction, and *e sincerely regret your experience has fallen short of those expectations.
  According to our research, on August 23, 2023, *e received your Supplemental Account O*ner form and the
  Trustee Certification of Investment Po*ers (TCIP) form. This first service request *as rejected due to the
  Supplemental Account O*ner form not being in good order, as it *as missing pages 2, 3 and 4. The TCIP *as also
  not in good order as it *as missing the account number, the name of person holding the po*er to revoke the trust,
  and pages 2, 3 and 4. A letter *as sent to the address on file to notify you of the rejection as *ell as *hat *as
  needed to complete the service request. On November 17, 2023, *e received the updated forms *hich *ere
  rejected due to the TCIP missing pages 2, 3 and 4. *e confirmed *e received the full TCIP and Supplemental
  Account O*ner form *ith the requested updates on November 27, 2023. A ne* service request to change the
  *ells Fargo Public
  trustee *as created on December 5, 2023. *e confirmed the request *as completed on December 7, 2023, and
  the trustee *as changed as instructed.
  Should you have any additional questions about your account or this process, please contact our *ellsTrade®
  representatives at ************* ***************). They are available Monday through Friday, 7:00 a.m. to
  11:00 p.m. Central Time.
  Case status
  *e have closed the case as of the date of this letter. If *e receive additional information, *e *ill open a ne* case
  to address any remaining or ne* concerns.
  Ho* to contact us
  *e appreciate the time and effort you took to contact us. If you have questions, you may reach me at
  ************** ext. *******, Monday through Friday from 8:00 a.m. to 5:30 p.m. Central Time. *e accept
  telecommunications relay service calls.
  Sincerely,
  ****** **
  Escalations Representative – Registered
  ********** ********** ********** ******
  ** *** ***** ***** ****** ** *****
  CC: Better Business Bureau

  Customer Answer

  Date: 12/08/2023

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

  Dec. 8, 2023

   

  ****** **

  Escalations Representative

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

  ** *** ****

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

   

  Subject: Response to complaint via Better Business Bureau

  Case: *****************, *****************

  Acct. ending in: ****

  BBB case number: ********

   

  Complaints management office,

   

  I received your response to my complaint via the Better Business Bureau. In the letter, you stated that the case status *as closed as of the date of your letter stating that the request *as completed on December 7, 2023 and the trustee *as changed as instructed.

   

  This ho*ever, is not the case. After speaking to a supervisor today, I *as informed that ****** ***** has not been removed from the account as trustee. I also am still not able to gain access online to the account and I am not sure if I’m on the mailing list to receive statements regarding this account. I *as told that they *ould *ork on this and be contacted on Monday, December 11th *ith an update on the progress.

   

  Therefore, I feel that this case should remain open until all items are completed. I also question *hy the complaints department does not contact me to ensure that everything has been completed accurately before closing a case.

   

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

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 12/08/2023

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

  Dec. 8, 2023

   

  ****** **

  Escalations Representative

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

  ** *** ****

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

   

  Subject: Response to complaint via Better Business Bureau

  Case: *****************, *****************

  Acct. ending in: ****

  BBB case number: ********

   

  Complaints management office,

   

  I received your response to my complaint via the Better Business Bureau. In the letter, you stated that the case status *as closed as of the date of your letter stating that the request *as completed on December 7, 2023 and the trustee *as changed as instructed.

   

  This ho*ever, is not the case. After speaking to a supervisor today, I *as informed that ****** ***** has not been removed from the account as trustee. I also am still not able to gain access online to the account and I am not sure if I’m on the mailing list to receive statements regarding this account. I *as told that they *ould *ork on this and be contacted on Monday, December 11th *ith an update on the progress.

   

  Therefore, I feel that this case should remain open until all items are completed. I also question *hy the complaints department does not contact me to ensure that everything has been completed accurately before closing a case.

   

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

  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 12/18/2023

  Please see the attached Bank response.

   

  Business Response

  Date: 12/18/2023

  Please see the attached Bank response.

   

  Customer Answer

  Date: 12/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because they continue to not complete requests as noted in the attached letter.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 12/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because they continue to not complete requests as noted in the attached letter.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:11/02/2023

  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 make a trust transfer to another trust account. ********************************************* keeps denying the transfer. They have not been operating in good faith with the trust funds. That is why I have decided to move funds to another trust account. I have filed twice to make the transfers and they do not respond. When I call, I get the run around to my account rep who says he does not do account transfers. Under Wells Fargo the account has been losing money so I would like to get it away from them. Your help would be appreciated.

  Business Response

  Date: 11/17/2023

  Please see the attached Bank response. 

  Enterprise ********************* Office
  PO Box 5133
  ***********, SD 57117
  
  
  November 16, 2023
  
  
  
  *********************
  ************************
  **********, ** 07825-9706
  
  
  
  
  Subject: Were responding to your concerns
  Case number: 06202311032867910
  Account number ending in: 0497
  Better Business Bureau, case number: 20815825
  Client name: Chipko Family Supp Needs Trust UAD 2/24/06
  
  
  
  Dear *********************:
  
  Thank you for your patience as we reviewed the comments received on November 3, 2023. Specifically, you
  expressed concerns about the performance of your investments, and not getting assistance with trying to transfer
  the account out to another firm. Weve completed our research and are ready to share our findings.
  
  Please know that Wells Fargo Advisors regrets any time that clients are dissatisfied with the performance of their
  account or dissatisfied with the results of a particular investment. As you know, investments can and do fluctuate
  based on market movements, and the specific performance or return of market-based investments cannot be
  guaranteed.
  
  Our research shows ************** Financial Advisor, *****************************, reviewed the account with you on
  June 12, 2023. We reviewed your account and show on September 5, 2023, a transfer request was submitted by
  BNY Mellon to transfer out the ClearBridge Dividend Strategy Class A mutual fund, which was rejected for not
  being held in your account. We ask that you have the contra firm resubmit for the account transfer for the
  investments held in your account.
  
  Should your situation change, we humbly ask you for a chance to build that trust back up. Until then, we wish you
  the absolute best with your new firm and nothing but success with your investments.
  
  
  
  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_E072023
  
  Wells Fargo Confidential
  Should you have any questions about your account or this process, please contact ***************************** at
  ************.
  
  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 about this letter, please contact
  me at ****************************, Monday through Friday, 8:30 a.m. to 3:30 p.m. Eastern Time. We accept
  telecommunications relay service calls.
  
  Sincerely,
  
  ************
  Escalations Representative Registered
  Enterprise ********************* Office
  PO Box 5133, ***********, SD 57117
  
  cc: Better Business Bureau
  
  
  
  
  
  Wells Fargo Confidential

  Customer Answer

  Date: 11/17/2023

  I have now filed 3 times without resolution from Wells Fargo. The second time I filed they stated that they never received the transfer.  Well then why did Primerica receive correspondence from Wells Fargo.    We have now filed for a third time but this I hope is going better than the last two filings.  At this time, I have not had any correspondence from the banks on the 3rd filing.    We are now trying to have a cash-to-cash transfer.  

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair 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.

  On aug 22 received *** claim forms.on aug23,went to bank had them fax over paper work Sept 6 called to check ststous they said never receiver fax,sept7 emailed form on sept18,called to check on status they tell me they tell me the forms are incorrect sept19 corected forms and emailed paper work.sept22 check status they tell me paper work still incorrect I went though step by step with lady on phone to correct issue oct4called to check status they said never received it resent another copy of forms oct22 called to check on status they tell me paper work to blurry resent forms again oct24 called to check status they tell me it takes 24 hours to receive email and 11 to 15 days to be approved.

  Business Response

  Date: 11/14/2023

  Please see the attached bank response.
  

  
  *** Beneficiary Claim
  To claim the assets from a decedents **** this form needs to be completed by the beneficiary. A separate form is
  required for each beneficiary. Before completing, read the important information on inheriting an *** attached to this form.
  Do not use this form for ********* ***s; use the *** Request form.
  If you wish to Disclaim all assets, complete the *** Beneficiary Disclaimer Certification form. If you are claiming a
  portion of the assets and disclaiming a portion, you will need to complete both this form and the *** ********************* style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">Disclaimer Certification form. Disclaiming is Irrevocable and must be completed within nine months of the *** **************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">death. Once you disclaim, you cannot dictate who will inherit assets.

  
  

• Initial Complaint

  Date:10/24/2023

  Type:Billing 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've been a wells fargo customer for about 15 years. I decided to open a wells fargo trade account, a traditional IRA and save. I opened it with $25, then transfered another $75 a few days later. After that, I got a message saying WF had made a 'business' decision to close my account and did not wish to have me invest with them. Let me be clear, this was THEIR decision to terminate my account, not mine. It took a week and a half to get the proper paperwork done, they closed my account, closed my access, I couldn't even transfer the money back out. I had to fill out a distribution form and allow them to transfer/wire the money to another account. My first paperwork was declined, I had to correct it and send it in again. This morning I received an ach deposit in my checking account at another bank, for HALF of my original deposit. The amount deposited this morning was $50.07. My original deposists were $100.00 there was $.02 earned in interest apparently. They kept/took/stole charged me a $49.95 TERMINATION FEE. They chose to terminate my account, not me. They stole my money, I want it back, and I want them investigated for theft, fraud, and anything else a US attorney wishes to go after them for.

  Business Response

  Date: 10/31/2023

  Please see the attached Bank response.      

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair 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.

  My Wells Fargo Advisors was closed due to green card verification. I was only informed about this by mail when it's about the last action date, so I didn't get time to complete notary as required. I'm fine with the account being closed.
  But I still have ~$250k mutual funds in my account. And I made more than 5 calls to attempt to get my fund transferred to a difference account and it was unsuccessful after 2 month without access to my fund.
  
  * They could not initiate a transfer from their side, which sounds very unreasonable to me.
  * They rejected my transfer request when I initiated the transfer from the receiving side.
  * Every time I call, they cannot take immediate action and always need me to call in again or call back.
  
  This happened to my wife's account as well.

  Business Response

  Date: 10/12/2023

  Please
  see the attached Bank response. 

  Enterprise Complaints Management Office
  ** *** ****
  ***** ****** ** *****
  
  
  October 11, 2023
  
  
  
  ***** **
  **** ****** ***
  ******** ** **********
  
  
  Subject: We’re responding to your concerns
  Wells Fargo case number: *****************
  Account number ending in: ****
  Better Business Bureau (BBB): Case # ********
  
  
  Dear ***** **:
  
  Thank you for contacting us. We completed our research and are providing details to address your concerns.
  
  We are responding to concerns which you expressed to the BBB regarding your frustration with being unable to
  access funds in your account for two months, Wells Fargo Advisors being unable to initiate your transfer request
  and your request being rejected when it was initiated by the contra firm. We would also like to respond to your
  statement regarding the service that you have received when attempting to resolve this issue.
  
  We sincerely regret that your experience was less than what you expect from us and that you experienced
  difficulty when calling our Client Contact Center and being told to call back or that you couldn’t be assisted at that
  time.
  
  We reviewed with our back office that your account became restricted on May 26, 2023, as we were unable to
  verify your name and date of birth. As you may be aware, all outgoing Automated Customer Account Transfer
  (ACAT) request must be initiated by the contra firm. Your outgoing ACAT request was rejected on September 6,
  2023, as the restriction was on the account at the time and therefore the ACAT could not be processed. We
  temporarily lifted the restriction on September 15, 2023; however, our Closed Accounts team did not process a
  check to be sent to the address of record nor did we receive another outgoing ACAT request.
  
  
  
  
  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 ***********************************
  ***********************************. See additional Wells Fargo privacy notices at ***********************************security/.
  
  
  Investment and Insurance Products are: Investment products and services are offered
  • Not Insured by the FDIC or Any Federal Government Agency through Wells Fargo Advisors, a trade name used by
  • Not a Deposit or Other Obligation of, or Guaranteed by, the Bank or Any Bank 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
  
  ************************
  We confirmed that you spoke with our Client Contact Center on October 4, 2023, and that we sent a request to
  temporarily lift the restriction again. The restriction was temporarily lifted on October 11, 2023 and we sent a
  request to ******* ***** to resubmit the ACAT request.
  
  For additional questions regarding your account or this process, please contact our WellsTrade® representatives at
  ************* ****************. They are available Monday through Friday, 7:00 a.m. to 11: 00 p.m. Central
  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, you may reach us at
  **************, Monday through Friday from 8:00 a.m. to 5:30 p.m. Central Time. We accept
  telecommunications relay service calls.
  
  Sincerely,
  
  ******* G.
  Escalations Representative – Registered
  Enterprise Complaints Management Office
  ** *** ****, ***** ****** ** *****
  
  
  cc: Better Business Bureau

  Customer Answer

  Date: 10/12/2023

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

   

  Hi, 
  
  I haven't been called in last Thursday and Friday and this Tuesday to request the restriction to be lifted again. 

  I got confirmation that the restriction was once lifted for 2 days and then expired, then it was lifted again for 5 business days.
  
  
  I initiated another transfer on Tuesday night and it was rejected again and I am trying the third time yesterday.
  
  Can you help me to ensure it actually goes though or let me know how we can have this resolved more reliably. Every time I call, it took a long time and I found it hard to get a clear answer and action items. I was even once given a form for ACAT transfer which I later noticed that was transferring my fund to Wells Fargo, not from Wells Fargo. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** **

  Business Response

  Date: 10/19/2023

  Please see the attached Bank response. 

  October 11, 2023
  ***** **
  **** ****** ***
  ******** ** **********
  Subject: We’re responding to your concerns
  Wells Fargo case number: *****************
  Account number ending in: ****
  Better Business Bureau (BBB): Case # ********
  Dear ***** **:
  Thank you for contacting us. We completed our research and are providing details to address your concerns.
  We are responding to concerns which you expressed to the BBB regarding your frustration with being unable to
  access funds in your account for two months, Wells Fargo Advisors being unable to initiate your transfer request
  and your request being rejected when it was initiated by the contra firm. We would also like to respond to your
  statement regarding the service that you have received when attempting to resolve this issue.
  We sincerely regret that your experience was less than what you expect from us and that you experienced
  difficulty when calling our Client Contact Center and being told to call back or that you couldn’t be assisted at that
  time.
  We reviewed with our back office that your account became restricted on May 26, 2023, as we were unable to
  verify your name and date of birth. As you may be aware, all outgoing Automated Customer Account Transfer
  (ACAT) request must be initiated by the contra firm. Your outgoing ACAT request was rejected on September 6,
  2023, as the restriction was on the account at the time and therefore the ACAT could not be processed. We
  temporarily lifted the restriction on September 15, 2023; however, our Closed Accounts team did not process a
  check to be sent to the address of record nor did we receive another outgoing ACAT request.

  We confirmed that you spoke with our Client Contact Center on October 4, 2023, and that we sent a request to
  temporarily lift the restriction again. The restriction was temporarily lifted on October 11, 2023 and we sent a
  request to ******* ***** to resubmit the ACAT request.
  For additional questions regarding your account or this process, please contact our WellsTrade® representatives at
  ************* ****************. They are available Monday through Friday, 7:00 a.m. to 11: 00 p.m. Central
  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, you may reach us at
  **************, Monday through Friday from 8:00 a.m. to 5:30 p.m. Central Time. We accept
  telecommunications relay service calls.
  Sincerely,
  ******* G.
  Escalations Representative – Registered
  Enterprise Complaints Management Office
  ** *** ****, ***** ****** ** *****
  cc: Better Business Bureau

• Initial Complaint

  Date:09/22/2023

  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.

  Hello!
  My father passed away on 07.11.23. I visited the branch on 07.25.23 to open an Estate Account for my father. I had the original Death Certificate as well as the Letters of Administration with embossed seal from the court that noted me as the Personal Rep for the Estate. I opened a checking acct and was told I had to open a Brokerage acct because my father had a brokerage acct that needed to be moved into this acct type first before I could obtain access to the funds. As of today 9.22.23 they have not released the brokerage acct because they say they need the original copy to identify the seal on the Letters of Administration. The document was faxed from the branch on that day by the platform staff member. I was contacted that they could not see the doc, so I emailed a copy and took a photo of the document. Finally I sent in the original by certified mail which their Estate processing dept. verified they received. However they have restricted the acct because they say there departments do not share documents due to privacy reasons. I gave them the permission to share. Why are the holding my account on restriction when a bank representative verified it was a legitimate document and another department has the original. They are requesting me to get another copy to mail to them but the court stated they only issue enough for the Estate business. Why would one company Wells Fargo, need more than one copy. Please help me. Thank you.. Seems like they are trying to make it so difficult that they get to keep the funds. This is not how to handle business.

  Business Response

  Date: 10/03/2023

  Dear ****** M. *****:
  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 regarding the estate process and the
  multiple documents that were needed.
  We understand that this can be an inconvenient process especially during such a difficult time, and we regret that
  your experience was less than our best. Below is the listed document that needed to be on file, and in many cases, a
  new account is required to be opened and in good order before we can disburse funds. Due to these requirements,
  the estate process can be very complex.
  Our research found the Letter of Administration (LOA), was submitted on August 1, 2023. Communication from
  the Estate Processing team was sent to you on August 23, 2023, advising the need for a legible copy of the Letter
  of Testamentary with a visible court seal, and it needed to be booked to the receiving account ending in ****. This
  was needed to clear the Customer Identification Program (CIP) restriction on account ending in ****, for the
  estate transfer to be processed. Further research found submitted on August 23, 2023, the LOA referencing the
  accounts ending in **** and ****, advising this was the fifth attempt to submit the document. Further review
  shows multiple phone calls from you in the month of September regarding this matter. Research found the CIP
  restriction for account ending in **** was cleared on September 26, 2023. On September 28, 2023, the
  decedent’s account ending in ****, shows the request for the estate transfer is in good order, and another note shows the transfer was approved. We attempted to contact you on September 28, 2023, and left a message. We
  spoke on October 2, 2023, advising the transfer has been completed as of September 28, 2023.
  Should you have any additional questions about your account or this process, please contact our WellsTrade®
  representatives at ************* (**************). They are available Monday through Friday, 7:00 a.m. to
  11:00 p.m. Central Time. We want to thank you for taking the time to provide your feedback as it is invaluable in
  assessing our service levels and for identifying areas where we can initiate improvements.
  Should you have any further questions regarding the Estate process, please contact the Estate Processing
  Customer Service at **************, Monday through Friday, from 7:00 a.m. to 5:00 p.m. Central 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, you may reach me at
  **************, ext. *******, Monday through Friday from 7:30 a.m. to 3:00 p.m. Central Time. We accept
  telecommunications relay service calls.
  Sincerely,
  ****** W.

  Customer Answer

  Date: 10/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The response was inaccurate and left out pertinent details. They have always had my necessary documents but Wells Fargo practices are not share documents amongst their own companies.  This is not a response to CIP regulations.   I submitted the document in person at their Baltimore location on7.25.23 and a result I opened an Estate account which is on record and opened. They Wells Fargo did not accept the original document that was scanned the same day because their fax machines do not pick up raises seals.  The document was visible but they could not see the seal.  I then mailed a certified letter via mail to the address requested and know. As the Estate Processing team who acknowledged they had it.  They too sent a copy to the new accounts sept who refused their copy and continued to contact me for a document that they had in their possession twice now.   Wells Fargo practices are unethical and have nothing to do with any banking regulations other than to make the client give up so they can in my opinion steal or keep funds that do not belong to them.  Today my account has been unlocked only because I contacted your office because I have not provided any additional documents. I say the CFB needs to do a complete audit and review of their practices.  I will also contact that office.   I am not pleased with their response or their manner of handling financial business.  Thank you for your consideration.  I would like a complete response that does not attempt to imply that I did not provide the necessary documents that they had all along. Once in person and by certified mail.were not in receipt of the required because they were.  I am educated and do not wish to receive an insult of a response with a added condolences of my deceased father when they have bees very difficult to deal with.  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 10/10/2023

  Please see the attached Bank response. 
          

  October 10, 2023
  
  
  
  ****** M. *****
  ***** ********** Street
  Waldorf, MD **********
  
  
  Subject: We’re responding to your concerns
  Wells Fargo case number: *****************
  Account number ending in: **** and ****
  Better Business Bureau, case number: ********
  Client name: Estate of ******* **** *******
  
  Dear ****** M. *****:
  
  Thank you for contacting us. We completed our research and are providing details to address your concerns with
  the previous response from case *****************.
  
  We understand your deep frustration pertaining to this matter and sincerely apologize that your experience has
  fallen short of expectations. We spoke on October 5, 2023, you advised that this was resolved and had not meant
  to submit another complaint. You also stated you wanted to ensure we knew you had submitted the documents
  that were needed on July 25, 2023, in a branch and then mailed them in as well and that the documents were still
  not accepted. We verified the documents, Letter of Authorization (LOA), were submitted on July 25, 2023, in a
  branch and mailed them in as well. The letter that was mailed to us, with the original documents of the Letter of
  Authorization, shows it was dated August 23, 2023. Our review found the New Accounts team was unable to view
  the seal on the LOA and requested multiple times to send another copy with the seal being visible. Our review
  found to clear the Customer Identification Program (CIP) restriction that was on the new estate account ending in
  6778, the LOA was needed with a clear view of the seal. Our research shows the CIP restriction was cleared on
  September 26, 2023. We confirmed the transfer from account ending in **** to **** was completed on
  September 28, 2023.
  
  Should you have any additional questions about your account or this process, please contact our WellsTrade®
  representatives at ************* (**************). They are available Monday through Friday, 7:00 a.m. to
  11:00 p.m. Central Time. Thank you for taking the time to provide your feedback as it is invaluable in assessing our
  service levels and for identifying areas where we can initiate improvements.
  
  
  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 ***********************************
  ***********************************. See additional Wells Fargo privacy notices at ********************************************.
  
  
  Investment and Insurance Products are: Investment products and services are offered
  • Not Insured by the FDIC or Any Federal Government Agency through Wells Fargo Advisors, a trade name used by
  • Not a Deposit or Other Obligation of, or Guaranteed by, the Bank or Any Bank 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_E072023
  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
  **************, ext. *******, Monday through Friday from 7:30 a.m. to 3:00 p.m. Central Time. We accept
  telecommunications relay service calls.
  
  Sincerely,
  
  ****** W.
  Escalations Representative – Registered
  Enterprise Complaints Management Office
  PO Box ****, Sioux Falls, SD *****
  
  
  cc: Better Business Bureau

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 completed a beneficiary claim form for my deceased mother's *** being held by Wells Fargo Advisors. The first time that I completed the form. I waited and it was determined that my form was not completed correctly. Rather than receiving a phone call or being told by **************** Representatives when I called three times, I was sent a letter; thus, causing additional days to process. I called four times before receiving a response that my name was different from what was on the original form that my mother had completed for beneficiary, and it was sent from their processing department to the legal team. When completing the information for Wells Fargo the beneficiary claim, it plainly asks for the certificate of death which had my name displayed along with my address. To be able to transfer the ***, it goes to an account which ********************************************* had me to create with my complete name and address which is the same as the death certificate. I feel that Wells Fargo Advisors does not want to provide the monies and can hold monies longer by finding loopholes rather than transferring money to beneficiaries. All I am asking for is the transfer of my beneficiary portion transferred to my *** that I had to create with Wells Fargo.

  Business Response

  Date: 10/06/2023

  Please see the attached Bank response.   

  Enterprise ********************* Office
  PO Box ****
  ***********, ** 57117
  
  
  October 5, 2023
  
  
  
  ***************************
  4265 **************
  *******, ** 30040
  
  
  
  Subject: Were responding to your concerns
  Wells Fargo case number: 06202309192422245
  Account number ending in: 2041
  Better Business Bureau, case number: 20624639
  Client name: ***********************
  
  Dear ***************************:
  
  Thank you for your patience while we looked into your concerns raised with the Better Business Bureau, which we
  were made aware of on September 19, 2023. Specifically, you expressed frustration with your Individual
  Retirement ******************************* form being rejected and instead of receiving a phone call or being
  informed of the rejection when you had contacted us several times you received a letter, delaying the claim
  process. You stated you contacted us four times prior to being notified the beneficiary designation was being
  reviewed. You also expressed frustration with the delays in processing you experienced and stated Wells Fargo
  Advisors finds loopholes to hold the funds longer rather than transferring the funds to you. Due to Wells Fargo
  Advisors ongoing commitment to ensuring that client concerns are given due attention, your comments were
  forwarded to the Enterprise ********************* Office for review and response. Weve completed our
  research and are ready to share our findings.
  
  First and foremost, please understand our objective is to meet our clients financial needs and drive customer
  satisfaction by providing professional, courteous, and efficient financial services. As such, we regret that your
  experience did not meet your expectations.
  
  We reviewed our records and verified we received your ********************* form on August 7, 2023. On
  August 18, 2023, the claim was rejected due to a discrepancy with the provided beneficiary information located in
  section 2 and the listed beneficiary when the account was opened. As well as the securities held in the account
  needing to be transferred in-kind to an inherited **** An email notification was sent to you on August 18, 2023,
  notifying you of the rejection. On August 21, 2023, the beneficiary claim was placed on hold pending further
  
  
  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_E072023
  
  
  
  review of the designated beneficiaries by our back office. You were confirmed as a designated beneficiary on
  August 30, 2023. However, the ********************* form received on August 24, 2023, was rejected due to
  section 2 of the form not being completed and an email sent was to you on August 30, 2023.
  
  Your ********************* form received on September 1, 2023, was placed on hold on September 8, 2023,
  pending further review by our back office. Our **************************** is currently experiencing a high
  volume of requests leading to processing times of greater than five business days. Resubmissions of the IRA
  Beneficiary Claim form generate a new request and are processed in the order in which they are received which
  may extend the processing time you experience. On September 20, 2023, your beneficiary claim was approved,
  and your portion of the assets transferred to your account ending in ****. We regret any frustration and delays in
  processing you may have experienced.
  
  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 your time and effort you took to contact us. If you have questions, you may reach me
  at ****************************, Monday through Friday from 7:00 a.m. to 3:30 p.m. Central Time. We accept
  telecommunications relay service calls.
  
  Sincerely,
  
  **************
  Executive Office Case Specialist
  Enterprise ********************* Office
  PO Box ****, ***********, ** 57117
  
  
  cc: Better Business Bureau
  
  
  

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  On February 22, 2022, my father, a Lt Colonel in the Marines Corp (ret), died of lung cancer. Over the summer I worked to square away his estate. The final task I needed to complete for my father’s estate was to pay his taxes for 2022. One 4 April 2023, I had a check drawn up on his account for $13,311. I mailed the check to the IRS on that day from the ***** ****** *******.
  I received notice from the IRS on the 5th of JUne that they had not received the payment and I was being charged penalties and interest, $450 for every month that it is not paid. I went to the bank, as the check had cleared the account on 12 April, 2023. The cashing agency was WellsFargo. There was no endorsement on the back of the check, just the number code of when and where it was run through the system. The bank and I completed an affidavit of unauthorized endorsement and this was submitted to WellsFargo on the 14th of April.
  Wells Fargo did not respond. A month passed with no answer.. I emailed both the CEO’s office of Wells Fargo and the CEO’s office of *** on 26th of July. *** ****** from *** called me back. Wells Fargo did not. She attempted to work with Wells Fargo, and after two weeks, Wells Fargo stopped responding. Finally with no other recourse, I submitted a complaint to the Federal Reserve and to Consumer Protection Protection Bureau. Wells Fargo complaints officer, ***** H, finally called me on 30 August. He received the same information i sent a month earlier. I just received a letter from him stating I need to go back to *** to deal with this. But Wells Fargo refuses to work with ***.
  I cannot close the accounts until I get this matter taken care of and my letters of personal representative expire soon. I am trying to honor my Veteran father but Wells Fargo is refusing to take accountability for cashing a check made out to a federal agency without endorsement and refund me the money and the penalties that are occurring. I am asking for your help.

  Business Response

  Date: 09/12/2023

  September 11, 2023 

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

  *** * **** ***

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

  Subject: We’re responding to your concerns Wells Fargo case number: ****************** ***************** Better Business Bureau, case number: ******** Consumer Financial Protection Bureau, case number: ***************    Dear ******** ********:  Thank you for contacting us. We completed our research and are providing details to address your concerns. In addition, thank you for sharing that your family member is serving in the military. We appreciate their service.  What you need to know  We want to thank you for reaching out to us and letting us know of your issue. We want to continue to assist you in this matter. However, to do so we need more information to be able to properly research this claim. Our research showed no check cashed at Wells Fargo that matched the account number and the amount of the check in question. When you respond if you can provide any claim or reference number that Wells Fargo gave you or your *** Financial representative please send this information by mail to the address at the top of the letter, by calling us at the number at the bottom, and/or faxing us the information at the number below.   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 9:00 a.m. to 5:30 p.m. Eastern Time. We accept telecommunications relay service calls.

   Sincerely,  ***** *.  Escalations Representative

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

  ** *** *****

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

  Fax: 1-************

  cc: Better Business Bureau cc: Consumer Financial Protection Bureau 

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  A relative left me as the beneficiary of 2 *** accounts at Wells Fargo (WF). The first account was processed easy; however the second account has been h*** to get a very small amount of money. First its impossible to get in contact with the correct department and the numbers provided always have me being transferred. 2nd there was no follow up. I submitted paperwork in May and it was incorrect. I never received any communication about it until i called to check up on it more than a month later. The representative went over the form with me step by step alaxed resubmitted. This started a weekly Friday email of what was wrong. Instead of reviewing the entire application they reviewed section by section and emailed me each week corrections. Finally on 8/21 I called and some resolution was provided. The manager ******* escalated the issue and sent it to processing and assured me that in **** business days the money would be deposited. Today, 9/7/23 I'm on the phone with WF and nothing has been done. Even the representative dont understand the issue. It takes a day to ACH deposit and it has been 12 days so far. It would be different if this wasn't estate planning. I'm grieving the loss of my loved one. Each and everytime you all lackadaisicaly handle this account it brings up feelings and emotions. I don't expect any solution but I want to warn others this is not a smooth process and the communication with the estate planning department is terrible and be prepared to submit in the same paperwork several times, given the wrong information and to experience a range of emotions.in short, find another *** account manager this company is bottom of the barrel.

  Business Response

  Date: 09/13/2023

  Please see the attached Bank response. 

  September 13, 2023   

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

  511 **************

  **********, **  35068-1594

  Subject: Were responding to your concerns Wells Fargo case number: ***************** Account number ending in: ***************************, case number: 20568135   Dear ************************:  Thank you for contacting us. We completed our research and are providing details to address your concerns regarding your dissatisfaction due to the difficulty with getting your beneficiary claim processed and your assets transferred.  Please know that our intent is to provide hassle-free service to all customers with the most professional, courteous, and efficient financial services. We strive to provide the highest quality customer service in the financial industry, and we sincerely apologize for any frustration or inconvenience this matter may have caused.  In reviewing this matter, we learned that on September 13, 2023, your beneficiary claim in the amount of $330.22 was processed and electronically transferred to your checking account ending in 9117.  For additional questions about your account or this process, please contact our WellsTrade representatives at    1-800-TRADERS ***************). They are available Monday through Friday, 7:00 a.m. to 11:00 p.m.      Eastern 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, you may reach me at **************************** Monday through Friday from 7:30 a.m. to 4:00 p.m. Eastern Time. We accept telecommunications relay service calls.  Sincerely,  ************************** ************************************************** Complaints *****************

  PO Box ****, ***********, ** 57117 

   cc: Better Business Bureau 

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:
  
  Thanks for assisting in this matter. It is no surprise that their response came on the same day that the money was transferred into my account. The resolution was never about getting my money but about the poor customer service and the antiquated systems that Wells Fargo use that stress people out. Nonetheless, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  *********************