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:08/30/2023

  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 8/23/2023 I called and was put on hold with the Estate Dept for OVER 2 hours. Sent all paperwork back via email that they required. They call and leave messages and CANNOT understand even 10% of the message including phone number and extension to call back. Have called back and been on hold once again for OVER 40 minutes. As of this complaint on 8/30 11:34AM, I have once again been on hold for OVER an hour. I have called back to a *** that I got a letter from and have left him a voice mail to call me back and have had NO call back from him. This company has once again sent me an email which I CANNOT open the attached documents that I had already sent them on 8/23. This company is giving me the run around and this has been a problem now for a couple of years. My husband passed and I want to close this account and for some reason they do not want to give me my money.

  Customer Answer

  Date: 09/01/2023

  Now Wells Fargo is telling me we owe them money for annual account fees from 2021 and 2022. We were NEVER made aware that we owed them any money in 2021 and 2022. In fact we were NEVER notified that we OWED any money for annual account fees since we started with them over 10 years ago. Below is the latest message from them. Something is not right about this.
  

  
  It is the result of annual fees on the account.
  The latest charge was 9/16/2022 and was $175. Before that was in
  9/17/2021 for the same amount. Some of the assets in your account
  have earned some dividends and interest in the meantime which is
  why the debit is not for the entire $350.
  
  Kind Regards,
  ***** *
  ****** ********** ********** **************
  ***** ***** ****** **********
  ******** * ***** ******** *******
  

  Business Response

  Date: 09/12/2023

  September 12, 2023 

  ******** A. *********

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

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

  Subject: We’re responding to your concerns Wells Fargo case numbers: *****************, *****************, ***************** Account number ending in: ****

  Better Business Bureau, case number: ******** Client name: ****** E. ********* (DECD) & ******** A. ********* JT WROS  Dear ******** A. *********:  We are responding to concerns expressed to the Better Business Bureau on September 1, 2023, and our Client Contact Center on August 30 and September 8, regarding long hold times to the Estate department, lack of notification regarding account fees charged, and issues with transferring and closing account ending in ****.  Concerning the extended hold times, a review of the matter uncovered that Wells Fargo Advisors previously addressed your concerns in a letter dated September 1. We understand your deep frustration pertaining to this matter, and sincerely apologize that your experience has fallen short of expectations.  Regarding the account fees charged, we can confirm page 5 of your September 2021 and 2022 statements both referenced the annual fee of $175.00.  Additionally, a Fee Notice Statement was sent on March 29, 2023, which provided a list of all account and service fees.  Pertaining to transferring and closing your account, we reviewed a new account ending in **** was opened on September 8, 2023.  During your call with the customer service representatives that day, they sent the Letter of Authorization (LOA) for electronic signature to transfer the funds, and assisted with enrolling in online access and electronically signing the new account documents.  We confirmed during your follow up call with the financial advisor on September 8, they acknowledged receipt of the LOA, and advised processing should take approximately three to five business days.   At this time, your request is currently in process.  Should you have further questions about this process or your account, please contact our  Wells Fargo Confidential Wells Fargo Advisors Solutions representatives at 1-************. They are available Monday through Friday, 7:00 a.m. to 7:00 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 1-************, ext. *******.  We are available Monday through Friday, from 8:00 a.m. to 5:30 p.m. Central Time. We accept telecommunications relay service calls. 

  Sincerely,  ******* S. Escalations Representative – ********** ********** ********** ********** ****** 

  ** *** ****, ***** ****** ** *****

  cc: Better Business Bureau  

  Customer Answer

  Date: 09/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I called yet again today as it now has been Business days and nothing has been done yet. I called again this morning 9/14/2023 and talked with ****** and she tells me that it takes approx 12 days. Every single time I call you people I am told something different. This should have been done a long time ago, IF and that is a HUGE IF, the people in YOUR Estate Department gave me the right information and DID NOT tell me there would be no problem closing it out. Two different people at YOUR company have looked at the original LOA tha YOUR Estate dept sent me and have said that is wrong. Your Estate Dept should NOT have told me that a joint account where one owner is deceased could be closed. The told me all I would need to do it fill out the LOA ( which YOUR Estate Dept walked me through on the phone, telling me HOW to fill it out) and emailing a copy of the Death Certificate. I did all that and low and behold that was ALL WRONG. I WANT MY MONEY AND I WANT THIS DONE WITHIN 48 HOURS. IN YOUR RESPONSE YOU EVEN SAID 3-5 DAYS AND ****** SAYS MINIMUM 12 DAYS. GET THIS DONE BEFORE I COME AFTER YOU ALL WITH A LAWYER.
  
  
  
  Sincerely,
  
  
  
  ******** *********

  Business Response

  Date: 09/19/2023

  ********** ********** ********** ******
  ** *** ****
  ***** ****** ** *****
  
  September 12, 2023
  
  
  ******** A. *********
  *** * ******* ***
  Magnolia, IL 61336
  
  
  Subject: We’re responding to your concerns
  Wells Fargo case numbers: *****************, *****************, *****************
  Account number ending in: ****
  Better Business Bureau, case number: ********
  Client name: ****** E. ********* (DECD) & ******** A. ********* JT WROS
  
  Dear ******** A. *********:
  
  We are responding to concerns expressed to the Better Business Bureau on September 1, 2023, and our Client
  Contact Center on August 30 and September 8, regarding long hold times to the Estate department, lack of
  notification regarding account fees charged, and issues with transferring and closing account ending in ****.
  
  Concerning the extended hold times, a review of the matter uncovered that Wells Fargo Advisors previously
  addressed your concerns in a letter dated September 1. We understand your deep frustration pertaining to this
  matter, and sincerely apologize that your experience has fallen short of expectations.
  
  Regarding the account fees charged, we can confirm page 5 of your September 2021 and 2022 statements both
  referenced the annual fee of $175.00. Additionally, a Fee Notice Statement was sent on March 29, 2023, which
  provided a list of all account and service fees.
  
  Pertaining to transferring and closing your account, we reviewed a new account ending in **** was opened on
  September 8, 2023. During your call with the customer service representatives that day, they sent the Letter of
  Authorization (LOA) for electronic signature to transfer the funds, and assisted with enrolling in online access and
  electronically signing the new account documents.
  
  We confirmed during your follow up call with the financial advisor on September 8, they acknowledged receipt of
  the LOA, and advised processing should take approximately three to five business days. At this time, your request
  is currently in process. Should you have further questions about this process or your account, please contact our
  
  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
  
  ************************
  
  Wells Fargo Confidential
  Wells Fargo Advisors Solutions representatives at 1-************. They are available Monday through Friday,
  7:00 a.m. to 7:00 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
  1-************, ext. *******. We are available Monday through Friday, from 8:00 a.m. to 5:30 p.m. Central
  Time. We accept telecommunications relay service calls.
  
  Sincerely,
  
  ******* S.
  Escalations Representative – Registered
  ********** ********** ********** ******
  ** *** ****, ***** ****** ** *****
  
  cc: Better Business Bureau
  
  
  
  
  
  Wells Fargo Confidential

  Customer Answer

  Date: 09/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Each time I have called right from the start, I get told something different. This ALL could have been avoided if your people you have working in the Estate Department had given me the CORRECT information the first time I called. It appears to me, that you DO NOT train your people.
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:08/29/2023

  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.

  My mother is 82 years old and asked me to help her with her finances/investments. She has been getting calls from WF advisors and doesnt know what to do, or what theyre doing with her money. She drove 2 hours so we could review her statements together, make calls, and simplify her finances. We spoke to advisors at 4 other banks and determined the best next steps for her investmentsall went fine. My brother had tried to call WF with her in the past and was harassed by an advisor when he was making recommendations for her for her MRDs. So now, he wont deal with WF, so my mother asked me to help. My brother and I do not need her money. We are just trying to do what is best for hersomeone who is 82 and has never made any investments herself. I called WF to convert her account to a self directed *** and put her money into fixed income assets. We ended up on a call with ***************************. My mother gave him verbal consent for me to speak on her behalf, as he requested. The call quickly escalatedJustin saying that he doesnt need or want to speak with me and claiming that hes only doing whats best for his client, despite my mother saying that she wants to convert her account as we had talked about before. My wife and 27yr daughter overheard the call; they were shocked by the support we received. I have never had a customer experience like this ever. ****** was extremely unprofessional, condescending, and antagonistic. If your calls are truly recorded, please listen to it. My mother has been paying WF $125 in annual consulting feesand she hasnt seen any benefit of that. This is her money. If she wants to transfer it to a self-directed account with the advice of two of her sons, she should be allowed to do so. *************************** is not the gatekeeper of her finances. He has no customer skills, and it was offensive that he claimed to be more of a supporter of my mother than her own sonswho both are very successful and arent in need of third-party financial advice.

  Business Response

  Date: 09/11/2023

   September 11, 2023 

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

  *********, ** *****

  Subject: Were responding to your concerns Wells Fargo case number: *****************; *****************; ***************** Account number ending in: 5038

  **********************, case number: 20536599

  Client name: *************************** IRA 

  Dear *************************: 

  Thank you for contacting us. We completed our research and are providing details to address your concerns.  On August 29, 2023, you expressed dissatisfaction via a Better Business Bureau complaint regarding the level of service received from your Financial Advisor (FA) concerning an account conversion for your mother. We reviewed the conversation held between yourself and **************** Relationship Advisor **************** While ****** recommended to stay in the Solutions sector you seemed to decline even though both you and your mother agree that she does not know how to invest. It was also confirmed that your mother does not use the internet which is why ****** decided against the conversion.  However, if it is in your mothers wishes to convert the account than it is within her right.  In order to do so you will need to liquidate or transfer ineligible securities then ensure your account is up to date. Lastly you will need to complete Convert a ************ Account to a Self-Directed WellsTrade Account which we have attached.  Finally, we reviewed your mothers account and found that the annual fee of $125 is standard for her account type and that this account would be ineligible for a waiver of that fee.  Should you have any questions regarding this process or your account, please contact our WFA Solutions representatives at **************. They are available Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time.   Wells Fargo Confidential 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. Eastern Time. We accept telecommunications relay service calls.

  Sincerely,  ***************

  Escalations ******************************** ********************************************** PO Box ****,

  ***********, ** 57117  Enclosure cc: Better Business Bureau 

  Customer Answer

  Date: 09/12/2023

  Complaint: 20536599
  
  I am rejecting this response because:

  Nothing has been done. ****** said he would request to have the account transferred for a self directed **** request to have the fees waived, and transfer the assets to the new account without having to liquidate them.  After reading this response, I'm offended that ** is still defending the behavior of ******.  This is just a big time sink for us, major inconvenience, and in the end just costs my mother more money.  ****** also gave me the names and numbers of the forms needed to transfer the account and to be added on her account for 3rd party authorization.  None of those forms are available on the ** website.  He said they couldn't be emailed.  Why can't they be emailed or at least provide a link to download.  In the end the assets cannot be transferred, the account has to be liquidated, she will be charged trading fees, and still has to pay for account management fees when no one was managing her account.  Nothing has changed.
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/22/2023

  Please see attached bank response; enclosures have been forwarded to the customer.

• Initial Complaint

  Date:08/21/2023

  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.

  My ***** ****o Home Equity Line of Credit (HELOC) account suffered three fraudulent transactions on 5/20/2023. I contacted ***** ****o Customer Service. They sent me a package with a form to sign, verifying that the three purchases were fraudulent. I signed the form and faxed it to the number shown on the form.
  
  ***** ****o closed the affected account and transferred the balance to new account. They also sent me a new credit card for the HELOC. I activated the card and tried to make a small test purchase, which was unsuccessful. I checked the online account summary for the HELOC and noticed that the available credit was listed as $0.00.
  
  Since then (06/30) I have contacted ***** ****o Customer Service on several occasions to enquire why there was still a hold on the new account and how I could get the hold removed.
  
  Each encounter with Customer Service ends the same way: the agent tries to contact the HELOC Fraud department and receives no answer. I have received four different phone numbers from different customer service agents to try calling myself. I have the same result: the calls go into the queue but no one ever answers. I have remained on hold for up to two hours with no one picking up.
  
  All I need from ***** ****o is for someone from their HELOC Fraud department to answer my calls or contact me via phone or email. The fact that neither I NOR ***** ****o's own Customer Service agents are able to reach this department makes me think the lack of response may be intentional. I know ***** ****o got out of the HELOC business during COVID, but that should not be an excuse to shut down existing accounts prematurely without informing the customer.

  Business Response

  Date: 08/29/2023

  Please see our attached resolution letter 

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

  Subject: We're responding to your concerns Case Number: *****************

  Account number ending in: *******

  Better Business Bureau, case number: ********

  Dear  ****** * ******** : 

  Thank you for your patience while we looked into your concerns. We've completed our research and are ready to  share our findings.  In the correspondence received, the following concerns were raised: · Access to your home equity account · Customer service experience  Please find our response to the concerns listed below.   Access to your home equity account  In your inquiry, you stated a restriction was placed on your account due to fraudulent activity and you have not  been able to get the restriction removed in order to access your account. As of August 23, 2023, the restriction  has been removed and you now have an available balance to use. The account was not shut down; however, just  restricted for use on both your card and the loan due to the fraudulent activity.    If you have additional questions or concerns about the restriction to the account you may contact us  at ###-###-####, Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time.  Customer service experience  At ***** ****o, we pride ourselves on developing and maintaining quality financial relationships and strive to  consistently deliver the exemplary service we know our customers deserve, so it was very difficult to learn that we  have not met your expectations. We'd like you to know you're a valued customer, and we strive to help our  customers succeed financially. Thank you for taking the time to share your experience with us. We value your  feedback and look to customers like you for your opinions about how we can provide the service you expect and  deserve. We apologize for any frustration this experience caused.  We are aware there has been some extended hold times and we are working to ensure we are able to assist our  customers in a timely manner. If you have additional information about the calls in question such as date and  number called you can provide that to me at:  ***** ***** **** **** *** ***** *** ******* ** ***** Fax: ###-###-####   How to contact us We appreciate the time and effort you took to contact us. We accept telecommunications relay service calls. If  you have questions or would like to request additional documents that support our research, please contact me at  ###-###-####. I am available to assist you Monday through Friday, 7:00 a.m. to 3:30 p.m. Central Time. If you  require immediate assistance and I am unavailable, other representative are available to assist you at  ###-###-####, Monday through Friday, 7:00 a.m. to 7:00 p.m. Central Time.  CC: Better Business Bureau, case number: ******** Sincerely, Stephanie A Executive Office Case Specialist Enterprise Complaints Management Office For customers with hearing or speech disabilities, we accept telecommunications relay service calls. Notice: The federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color,  religion, national origin, sex, marital status, age (provided the applicant has the capacity to enter into a binding contract); because all or part of  the applicant's income derives from a public assistance program; or because the applicant has in good faith exercised any right under the  Consumer Credit Protection Act. The federal agency that administers compliance with this law concerning this creditor is the Bureau of  Consumer Financial Protection, **** * ****** *** *********** ** *****. We may collect personal data as part of the complaint resolution process. For the categories of personal data that ***** ****o may collect and  how we use it, see the ***** ****o California Consumer Privacy Act Notice at Collection at  ****************. See additional ***** ****o privacy notices at  ****************. © 2022 ***** ****o Bank, N.A. All rights reserved. 

• Initial Complaint

  Date:08/01/2023

  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 have 4 different Credit Card low interest balances (3 loans @ '0'% and 1 loan 2.90% interest) and 2 of them were coming due in May 2023 (Both 0% interest), the others 2 were due 10/2023. These are broken out nicely on my monthly statement, however I'm not allowed to target the loans for May directly, per Wells Fargo. My $5149 payment in May went towards the Loan @ 2.90% and not the 2 due in May @ 0% interest. Now these 2 May total balances are delinquent @ 21.9% interest or $94 a month.
  
  All of these loans are on the same Credit Card and Wells Fargo is telling me it's just the way it works. View the 3 attachments and for - "Interest Charge Calculation" chart. Also provided PG1 for JUNE and JULY to show the interest being charged now.

  Business Response

  Date: 08/09/2023

  Please see the attached Bank response. 

   Wells Fargo case number: *****************

  Account number ending in: ****

  Better Business Bureau, case number: ********

   Dear ****** ** ****** 

  Thank you for contacting us. We completed our research and are providing details to address your concerns. What you need to know  We apologize for the miscommunication with our previous response dated April 18, 2023. We confirm your payment of $5,145.00, was applied accurately in accordance with the terms of the account. In the case of your payment of $5,145.00 received on April 28, 2023, $4,955.00, which was the amount in excess of the minimum payment, was applied to the balance at the promotional Annual Percentage Rate (APR) of 2.9%, as this was the highest APR balance at that time.  Going forward please be advised of the following information regarding payment allocations:  ? After the minimum payment is satisfied, any additional funds received during the same statement cycle are applied to balances with the highest APR first, then applied to balances with lower APRs. When multiple promotional balances with the same APR are present, payments in excess of the minimum are first applied from highest to lowest as described above, and then in order of the promotion with the expiration date expiring first. Please note, all payments made towards credit card accounts follow the above referenced payment hierarchy, and we are unable to target specific payments toward specific promotions at customers’ requests. We apologize for any inconvenience this may have caused.   What we have done  In an effort to assist, we have extended the two 0% APR promotions that expired on June 6, 2023, to October 6, 2023, which is the same expiration date as the 2.9% APR promotion in which the bulk of your $5,145.00 payment went to. We have enclosed your statement dated July 8, 2023, to August 7, 2023, which confirms this information. We also have confirmed that we previously waived $94.39 in interest billed to your account on July 18, 2023.   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 2 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 5:00 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 Complaints Management Office ** *** ***** ***** ****** ** ***** **** ************** Attachment cc: Better Business Bureau  For security reasons, please do not respond to this email with any personal or account information. This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply email and delete this message. Thank you for your cooperation. 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 ********************************************notice-of-datacollection/. See additional Wells Fargo privacy notices at ********************************************.

  ECMO-BT133_Res_D_E_072023 

  Customer Answer

  Date: 08/10/2023

  While WF extended my 2 Loan Promo's to expire in October @ 0% interest, they didn't fix the late payment this has caused and/or to verify that my monthly Credit card pymt is back to $137.  The attachment shows the late fee and monthly amount @ $232.

  New WF Case # for these issues - ***************** 

  Not ready to say this is closed yet, I do appreciate the BBB help in this matter.

  I was pressing WF to fix this Promo situation, I can't be the only person that's having an issue like this.

   

• Initial Complaint

  Date:07/26/2023

  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 was banking with Wells Fargo for some years now. I received a hugh settlement and I started noticing money missing from my account. I immediately called to have the charges investigated. Of course once the call is answered it says these calls are monitored for training purposes. Each time I called to dispute the charges I was sent around 6 or 7 reps before asking for a Manager to get this resolved. Nothing is never noted on the account and needless to say this issue has yet to be resolved. i need help.

  Business Response

  Date: 08/04/2023

  Please see the attached Bank response. 

  ******* *********
  
  Wells Fargo case number: ***************** and *****************
  Account number ending in: ****
  Better Business Bureau, case number: ********
  
  
  Dear ******* * *******:
  
  Thank you for contacting us. We completed our research and are providing details to address your concerns.
  
  At Wells Fargo, we are committed to the equal and fair treatment of all our customers. To ensure this, we:
  
  ? Originate and service financial products according to the terms and conditions of all applicable documents.
  ? Service all loans and products in compliance with federal and state regulations.
  
  We follow all federal and state laws and regulations that prohibit discrimination. We do not discriminate based on any
  prohibited basis. We take each allegation regarding employee conduct seriously. We’ll review the complaint in detail and
  take action, if necessary. We’re committed to fixing any issues that we identify and making things right for you.
  
  When you reached out to us through the Better Business Bureau you expressed your frustration that your claims had not
  been handled properly and that you were missing funds form the Wells Fargo Everyday Checking account ending in 0972.
  We have reviewed our records and found that a resolution for claims filed in 2020 and 2021 was sent to you on April 22,
  2021. We have attached that resolution for your records. We also reviewed claim numbers *********** for $6,305.54
  and *********** for $12,741.06. Our investigation found there were no card present attempts after the card closure,
  there were no daily limits exceeded transactions in dispute, there were no insufficient funds attempts in the dispute.
  Additionally, there were undisputed charges made after the disputed charges. Due to those findings the claims will remain
  denied.
  
  If you would like to dispute any activity on your account, please provide a list of the transactions you suspect are
  unauthorized. Please include the dollar amounts and dates the items were paid or deducted from the account. You may
  send this information to the address referenced at the top of this letter. After we have received the requested information,
  we will gladly assist you with filing any applicable claims on your behalf. If you would like to immediately report suspected
  unauthorized activity, you may do so by visiting any Wells Fargo Banking location or calling our 24-hour Phone Bank at 1-
  ###-###-####.
  
  You also mentioned that you were given incorrect information by our agents when you were trying to get more information
  about the credit sent to you in claim number ***********. We reviewed the calls between you and our claims assistance
  center and can confirm that you were given incorrect information. It is Wells Fargo’s goal to provide the best customer
  service to each individual with every interaction and we are sorry you did not experience that. We can confirm that the
  funds were deposited into the Clear Access Banking account ending in 9641 on June 22, 2023, and the funds were drawn
  down through ATM and debit card purchases. The account was closed on June 30, 2023, and the balance of $6.00 was
  sent to your address on file.
  
  1
  Finally, during our phone conversation, you questioned how the remediation check for $700.00 was sent to your correct
  address but the check for the claim number *********** was sent to an incorrect address that you had not provided to
  us. The remediation check was sent by a third-party company on behalf of Wells Fargo that get’s address from public
  records. The address that we had associated with your profile was updated by the US postal service on August 25, 2022.
  
  We realize this may not be the resolution you were expecting but we hope the information in this letter helps to explain
  Wells Fargo’s actions in this matter.
  
  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 5:00 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,
  
  ********* *
  *********** **************
  ********** **********
  

• Initial Complaint

  Date:07/21/2023

  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.

  My wife and I as trustees of our living trust, opened a trust brokerage account with ********************************************* recently. After a while, we decide to transfer our position and cash to other brokerage. But Then issue occurs. We submit first request on 7/5, it was rejected by Wells Fargo. Called them saying they need to verify my wife's identity/address. We notarized her greencard, utility bill and SSN card. Sent them in.Submitted another transfer request on 7/10, rejected again by Wells Fargo. Called their customer service number ************, we were told to notarize her greencard again and fax it to Wells Fargo. OK, we went to a Wells Fargo branch and then notarized her greencard and fax it.Submitted another wire transfer request on 7/18, still in processing. And received a message from Wells Fargo back office saying my wife's greencard was rejected because she was not coded permanent resident in their system. Seriously?During these 3 weeks we have tried everything we can and cooperated as much as we can but I think the Wells Fargo back office was just trying to find excuses to not allowing us to move our money. Their customer service line barely can do anything to help besides conveying messages for their back office.We just want to move our money at will because that's our money. Wells Fargo already have all our records IDs and they shouldn't place restrictions on our account for whatever reason they want.

  Business Response

  Date: 08/03/2023

  Enterprise ****************************
  PO Box ****
  ***********, ** *****
  
  
  August 3, 2023
  
  
  
  *********************
  ***************************************
  *********, ** 95014-3602
  
  
  Subject: Were responding to your concerns
  Wells Fargo case numbers: ***************** and *****************
  Account number ending in: ****
  **********************, case number: ********
  Financial ****************************** case number: ***********
  Client Name: The ** and Lu Living Trust
  
  Dear *********************:
  
  We received a communication from the Better Business Bureau on July 24, 2023, and the Financial Industry
  Regulatory Authority on July 26, 2023, regarding you not being able to withdraw funds because of a restriction on
  your brokerage account. You faxed in documentation numerous times during a three-week timeframe and believe
  our back office is finding excuses to not allow you to move your money at will since we already have the requested
  documents on file. You stated the customer service line barely can do anything to help besides conveying
  messages to the back office. You also expressed frustration with our call center on July 21, 2023, around the same
  issue with document verification and requested to pull money out of your account but the restriction prevented
  the money movement. We completed our research and are providing details to address your concerns.
  
  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. It was disappointing to learn that we
  have not met your 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/.
  
  
  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
  Your brokerage account was opened on May 31, 2023. On June 9, 2023, a Customer Identification Program (CIP)
  exception was placed on your account because we were unable to verify Co-Trustee, ******, name, address, date of
  birth, and social security number. A secure message was sent on June 16, 2023, notifying you of what was needed
  to clear the exception before the account became restricted. Since no acceptable documentation was received,
  your account became restricted on June 29, 2023. We were able to verify Qis name, address, and social security
  number with the Social Security Card and utility bill received, but the date of birth could not be verified at that
  time.
  
  On July 12, 2023, we received a Permanent Resident Card for *********, but it was not acceptable as they are not
  coded as a permanent resident. A Drivers License was received on July 21, 2023, and used to clear the restriction,
  which we confirmed was removed on July 26, 2023. Your requested wire transfer to Citibank for $65,000.00 was
  processed and sent on July 28, 2023. There is no restriction currently on your account. Please allow us to apologize
  for any frustration or inconvenience this matter may have caused. 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. 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
  ****************************, Monday through Friday, from 7:30 a.m. to 3:00 p.m. Central Time. We accept
  telecommunications relay service calls.
  
  Sincerely,
  
  ****************
  Escalations Representative Registered
  Enterprise ****************************
  PO Box ****, ***********, ** *****
  
  
  cc: Better Business Bureau
  cc: Financial *****************************

  Customer Answer

  Date: 08/04/2023

  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:07/13/2023

  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.

  I attempted to place a trade on Wells Fargo Advisors. I could not do it because they had frozen my funds. I called and talked to a “trader” who told me they were having trouble with their system and that my funds should be available for trading. He said he would have the problem fixed. Now at the end of the day it is still not fixed. Had I been able to place the trade on the funds that should have been available I would have made money today. A “system” problem like this should not have occurred on a brokerage account.

  Business Response

  Date: 08/09/2023

  Please
  see the attached Bank response. 

  Enterprise Complaints Management Office
  ** *** ****
  Sioux Falls, SD 57117
  
  
  
  
  
  August 9, 2023
  
  
  
  ****** *******
  **** **** ****** *****
  Placerville, CA 95667-8345
  
  
  
  Subject: We’re responding to your concerns
  Case number: *****************
  Account number ending in: ****
  Better Business Bureau, case number: ********
  
  
  Dear ****** *******:
  
  Thank you for your patience while we looked into the concerns expressed to the Better Business Bureau on
  July 13, 2023. We completed our research and are providing details to address your concerns regarding not being
  able to use your available funds to place a trade.
  
  First and foremost, please allow us to apologize for any frustration or inconvenience this issue may have caused
  you. Wells Fargo Advisors strives to provide our clients with the most outstanding customer service, and we
  sincerely regret that your experience has fallen short of your expectations.
  
  We learned on July 13, 2023, that one of our representatives informed you that the reason you were not able to
  trade online was due to a system error. We would like to apologize for the information given by our representative
  as the reason you were not able to trade online was because your account was coded with a Freeride Freeze 90-day
  restriction.
  
  If an investor buys and sells a security before paying for it, the investor is freeriding, which is not permitted under
  the Federal Reserve Board’s Regulation T. Under Regulation T, Wells Fargo Advisor’s policy is to restrict accounts
  for 90 days when cleared funds are not available. Because the restriction was added to your account, Wells Fargo
  Advisors requires additional review and release to ensure that there are enough funds available to cover the
  requested trades.
  
  Please be advised that when an account is restricted with a Freeride Freeze restriction you can still buy securities
  using settle funds. Purchases of securities can be done online or with one of our traders. You may contact one of
  
  
  Investment products and services are offered
  Investment and Insurance Products are:
  through Wells Fargo Advisors, a trade name used
  • Not Insured by the FDIC or Any Federal Government Agency
  by Wells Fargo Clearing Services, LLC, Member
  • Not a Deposit or Other Obligation of, or Guaranteed by, the Bank or Any Bank Affiliate
  SIPC, a registered broker-dealer and non-bank
  • Subject to Investment Risks, Including Possible Loss of the Principal Amount Invested
  affiliate of Wells Fargo & Company.
  
  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
  *********************************************
  
  © 2021 Wells Fargo Advisors, LLC. All rights reserved.
  ECMO– BT173_Res_M_E_122021
  our WellsTrade® representatives at ************* ****************. They are available Monday through
  Friday, 8:00 a.m. to 12:00 a.m. Eastern Time.
  
  As mentioned during our conversation on July 24, 2023, we have submitted your suggestion about updating the
  notification sent by Wells Fargo Advisors to our clients to be less alarming.
  
  We understand that this is an inconvenient process and can assure you that Wells Fargo Advisors is working
  diligently to make this a smoother transition for our clients.
  
  We trust the preceding provides you with a better understanding of the firm’s policy regarding your concerns.
  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.
  
  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, please contact me at
  *************** **** ******** We’re ready to help you Monday through Friday from 10:30 a.m. to 7:00 p.m.
  Eastern Time. We accept telecommunications relay service calls.
  
  Sincerely,
  
  ******* **
  Escalations Representative – Registered
  Enterprise Complaints Management Office
  ** *** ****, Sioux Falls, SD 57117
  
  
  cc: Better Business Bureau

• Initial Complaint

  Date:07/13/2023

  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.

  12 years ago, I had an Advisor in the Wells Fargo office help me set up a mutual fund for my 1 year old. The idea was to open the fund, and then leave it alone and let it grow until he is ready for college. Instead of signing me up for the self-directed investment account, which has a $0 annual fee for someone who doesnt make any moves on the account, I was signed up for a fully-directed account which charged me $50 annually. It feels predatory to have been signed up for this when my goals for the account were to let it sit and grow on its own. I have made zero trades and used no counseling from the Advisors over the years, and only recently came to understand that part of the reason his fund has decreased instead of grown is that I have paid $600 for nothing over those 12 years. Why was it set up that way? Im sure there was a quota the Advisor was trying to reach, and he got rewarded. Over the phone they told me they *might* be able to refund me for one month of fees. I am filing this report because I am concerned that others were preyed upon as well, and that $600 means a lot more to my son than it does to Wells Advisors.

  Business Response

  Date: 07/28/2023

  Please see attached business response. 

  Enterprise ********************* Office
  PO Box ****
  ***********, ** 57117
  
  
  July 28, 2023
  
  
  
  *********************
  ****************************************************************************-7175
  
  
  
  Subject: Were responding to your concerns
  Wells Fargo case number: 06202307141840145
  Account number ending in: ****
  **********************, case number: 20318321
  Client name: *************************** UTMA UT
  
  Dear *********************:
  
  Thank you for your patience while we reviewed the concerns you presented to Better Business Bureau on July 13,
  2023, which were forwarded to Wells Fargo Advisors on July 14, 2023. Specifically, you claimed a Wells Fargo
  Financial Advisor established a full-service brokerage account instead of a self-directed Wells Trade account,
  expressed dissatisfaction of a $50 annual maintenance fee paid on the account and requested to be made whole
  for $600 in fees paid since the account opening. We take allegations seriously, and well work to understand what
  happened. We will review the complaint in detail and take action, as necessary. We are committed to fixing any
  issues and making things right for you. We have completed our research and are ready to share our findings.
  
  First and foremost, we regret any frustration or inconvenience this matter may have caused. Our objective is to
  meet our clients financial needs and drive customer satisfaction by providing professional, courteous, and
  efficient financial services. As such, Wells Fargo Advisors regrets any instance where a client is disappointed with
  their experience. Our goal is to consistently provide the best service for each-and-every client because we know
  our clients depend on it and we value our clients and the details you provided highlight the importance of that
  focus.
  
  Thank you for making the time to discuss this matter by phone on July 19, 2023. As we discussed, our initial review
  showed an annual account maintenance fee of $20.00 was paid in 2011, $0.00 in 2012, $20.00 in 2013, $0.00 in
  2014, $0.00 in 2015, and $50.00 in years 2016 through 2022. We were able to confirm the total of $390.00 was
  paid in fees since the account opening. As discussed, annual fees help defer the costs of providing periodic account
  statements, tax reporting and overall account maintenance. Most brokerage firms and *********** companies
  
  
  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
  
  
  
  assess similar fees based on either activity or account balance. Annual account fees are disclosed to clients in the
  Important Information about Your Account and subject to change in the future. You were able to confirm and
  view these notices online during our conversation. We verified monthly account statements were provided for
  your account ending in ****. Based on our discussion and our research, which has been summarized above, the
  claim to be made whole of $600.00 is respectfully declined.
  
  As discussed, your account is now self-directed however the annual fee may still be assessed on the account based
  on the account type and overall household account value. We understand the goal for this account was for
  education, however the cost of the annual fee is greater than what the portfolio is currently earning. We
  recommend discussing the account with a Financial Advisor to confirm if the account is a good fit. The annual fee
  of $50.00 is due to be assessed to the account in September 2023 and while you can request a refund for the fee
  within a reasonable time, we cannot guarantee a refund will be issued and best to review your options prior to
  September 2023.
  
  After a thorough review of the account records, we did not find evidence to show a request was made to have the
  account opened as a self-directed versus a full-service account. Account ending in **** was opened on May 19,
  2011. The account was transitioned to Wells Fargo Advisor Solutions in early 2012. One of the benefits of being
  part of this group is gaining access to a team of Financial Advisors by phone at your leisure.
  
  In addition to ensuring your concerns were addressed, we would like to take this opportunity to thank you for your
  business. We trust you have a better understanding and are satisfied with the discussion and explanation given
  from this letter. We know you have chosen Wells Fargo Advisors over scores of alternatives in a highly competitive
  industry. We will continue to work hard to earn your business, your trust, and your respect.
  
  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. For questions regarding your WellsTrade account,
  please call our ********************* at **************, Monday through Friday, 7:00 a.m. to 11:00 p.m. Central
  Time. For questions regarding this letter, please contact us from 8:00 a.m. through 5:00 p.m. Central Time,
  Monday to Friday at ***************************. We accept telecommunications relay service calls.
  
  Sincerely,
  
  ****************
  Senior Escalations Representative Registered
  Enterprise Complaints *****************
  PO Box ****, ***********, ** 57117
  
  
  cc: Better Business Bureau
  
  

  Customer Answer

  Date: 07/28/2023

  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:07/13/2023

  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 am the executor of a relative’s will. She passed on March 24, 2023. I have been trying to close the account to distribute the money to the heirs. I have been working on this since April. Each time I am told to fax or notarize material, I go to the branch and have it done. I then follow up with a phone call to verify they have received it. They then tell me they need something else or there is some reason it needs to be sent again. The first fax was on May 12, The second was sent on June 7. The third on June 29. I am kept on hold for 25 minutes or more just to speak with a representative. They continue to trade this account and are losing money each month even though they were informed of the passing of the owner with all the necessary legal documents. I have requested a call from a supervisor twice. I have not heard back. During the most recent phone call I was told they started to review the documents on July 11. I was told that I need to give them 5 to 7 business days to see if they can transfer funds. They have a copy of a death certificate, a copy of the will, a copy of court papers that designate me as the executor, an affidavit of residency, the proper forms for taxation, and anything else that was requested. In my calculations May 12 to July 13 is more than 5 to 7 business days.
  Each time I call I am given a run around.

  Business Response

  Date: 07/27/2023

  Please see attached bank response.

  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, document submissions, service concerns and why the account ending in **** is losing money.

   

  Please allow us to apologize for any frustration or inconvenience this matter may have caused. We understand that this can be an inconvenient process especially during such a difficult and turbulent time, and we regret that your experience was less than our best. Please understand that when a client passes away, accounts must be managed by estate laws, industry rules, and Firm policies and procedures. There is a multitude of information including multiple documents required 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 complex and cumbersome. Our review shows multiple document submissions throughout the estate process. Our review found the service request ********* for account ending in **** regarding the document New Jersey L8 is being reviewed and in process on July 20, 2023. The timeframe is 7 -10 business days for review. Further review found the Letter of Testamentary (LOT) was needed for the account ending in **** to remove the document restriction. We provided the LOT on July 25, 2023, to the new account team that was originally submitted on May 15, 2023.

   

  Wells Fargo Advisors strives to provide our clients with the most outstanding customer service, and we sincerely regret that your experience has fallen short of your expectations. When this group receives notifications such as these, with the volume of other processes we service, they make a best effort attempt to contact the client.

  Further review found the deceased restriction was put on the account and the account has not been trading, since there are securities held on the account ending in ****, they are still subject to market fluctuations. Should you have any further questions regarding this account 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

  *************** **** *******, Monday through Friday from 7:30 a.m. to 3:00 p.m. Central Time. We accept telecommunications relay service calls.

  Sincerely, ****** **

  Escalations Representative - Registered

  Enterprise Complaints Management Office ** *** ***** ***** ****** ** *****

   

   

  cc: Better Business Bureau

   

  Customer Answer

  Date: 08/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: My complaint was not about the submission of materials. My complaint was the lack of transparency and the lack of feedback from this company. I will not accept resolution until the second account is closed and the check is forwarded so that I can distribute the money according to the will. I will be calling to begin this process within the week. 
  This company is not one that I would ever recommend and it has me rethinking my personal involvement with all of WellsFargo I have been a client of the bank for over 40 years. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/11/2023

  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.

  Started in Aug 2021
  Payment to beneficiary from a IRA account see attachments.

  Business Response

  Date: 07/24/2023

  Please see the attached Bank response. 

  Enterprise Complaints Management OfficeFirst Clearing

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

  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 ****************. First Clearing is a trade name used by Wells Fargo Clearing Services, LLC, Member SIPC, a registered broker-dealer and non-bank affiliate of Wells Fargo & Company.  ************************* **** *** **** **** ** *** ******** * ***** ********* ********* *** **** ********** *** ****** ***** ** ***** ******** ***** ********** ** **** ******** **** ******* ****************** ***************** Account number ending in: **** U.S. Securities and Exchange Commission case number: ******** Better Business Bureau, case number: ******** Client name: *** ****** Dear ********* *********:  Thank you for your patience while we looked into your concerns. Please be advised that First Clearing provides clearing and back office services for Prospera Financial Services. On their behalf, we’ve completed our research and are ready to share our findings.  As we discussed, on July 13, 2023 and July 18, 2023, the check that was issued to you, on April 5, 2023, in the amount of $3,144.98, was done so in error, due to an oversight by our back office. We may suggest you consider following the instructions of the letter you indicate you received, sent on June 5, 2023, and/or communicate with the group which sent the letter should you have any questions.  Please allow us to begin by again offering our sincerest apologies for the inconvenience and delay you experienced during your interaction with our Estate Processing department, as well as any poor customer service were provided, during your requests to affect your estate’s claim from the account ending in 0024. Unfortunately, due to the number of beneficiaries involved in this claim, Wells Fargo Advisors (WFA) may not have been able to release the funds being claimed earlier due to missing or incorrect documentation from one or more parties involved. Our records indicate that your claim was successfully processed, as of July 1, 2022, with a check having been issued to you in the amount of $20,790.19.  Should you wish to instead communicate with the ******** ********* ******** representative who manages the account in question, you may contact ***** ** ********* at ###-###-####. 

  ********** ********** ********** ****** ***** ******** ** *** **** ***** ****** ** ***** 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 ****************. First Clearing is a trade name used by Wells Fargo Clearing Services, LLC, Member SIPC, a registered broker-dealer and non-bank affiliate of Wells Fargo & Company.   ECMO–BT181_Res_M_E_122021 How to contact us We appreciate your time and effort you took to contact us. If you have questions, please contact us at  ###-###-####, ext. *******. We’re ready to help you Monday through Friday from 8:00 a.m. to  5:00 p.m. Central Time. We accept telecommunications relay service calls. Sincerely, ***** ** Executive Office Case Specialist Enterprise Complaints Management Office 

  cc: U.S. Securities and Exchange Commission cc: Better Business Bureau

  Customer Answer

  Date: 07/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because as a nonprofit are we expected to cover the errors of a billion-dollar corporation and refund over $3,100?  They can write it off. 
  
  
  Sincerely,
  
  
  
  ********* *********