ComplaintsforWells Fargo Advisors

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Customer response

  06/18/2024

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

  Customer response

  06/18/2024

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

  Business response

  07/05/2024

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

  Customer response

  07/16/2024

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

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

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

   

  Business response

  07/31/2024

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

  Customer response

  08/01/2024

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

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

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

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Customer response

  06/13/2024

  I faxed authorization just now

  Customer response

  06/18/2024

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

  Thanks for your time and attention and your help

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Customer response

  06/18/2024

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

  Business response

  06/20/2024

  Please see attached business response. 
  
  

  Customer response

  06/23/2024

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

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

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

  Business response

  07/12/2024

  Please see the attached Bank response. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  WARNING If you bank or have an *** with Wells Fargo, take warning! They do NOT protect their customers from scammers! ********************************************* allowed my father's *** to be wiped out by fraud. And BEFORE Wells Fargo liquified the funds, I (aka Conservator) reported the fraud to them. They ignored my instructions and released a LOT of money that is now GONE!I am MAD! Now my father (87yo) doesn't have his "retirement" money to pay his ************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the service provided by Wells Fargo Advisors regarding the liquidation of my late mother's **** My mother, *******************, passed away in January, and since then, my brother and I have been diligently following the necessary procedures to facilitate the transfer of her *** funds, which are to be evenly split between us.Despite submitting all required paperwork promptly and in good faith, the process has been marred by inexplicable delays and a distressing lack of communication from Wells Fargo Advisors. Our completed paperwork was submitted on March 25th, yet as of today's date, there has been little progress in the processing of our claim.Moreover, it is evident that there were initial oversights on the part of Wells Fargo Advisors, as we were not provided with all the necessary forms required for the submission process. This oversight led to unnecessary delays, adding further frustration to an already arduous situation.Repeated attempts to obtain updates on the status of our claim have been met with vague responses, such as "it's processing," or worse, complete silence. My inquiries to *******************, have gone unanswered, demonstrating a blatant disregard for basic courtesy and professional accountability.The lack of responsiveness and transparency from Wells Fargo Advisors is not only unacceptable but also deeply disrespectful given the sensitive nature of our circumstances. As a result of these delays, my family has been burdened with undue financial strain, as we have had to cover the expenses related to my mother's funeral and arrangements out of pocket.It is utterly preposterous that Wells Fargo Advisors, a reputed financial institution, would fail to expedite a relatively straightforward transaction and demonstrate such gross negligence in their communication with clients.

  Business response

  05/29/2024

  May 28, 2024

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

  Enterprise ****************************

  PO Box 5133

  ***********, SD *****

  Subject: We're responding to your concerns

  Wells Fargo case numbers: *****************, *****************, and *****************

  Account number ending in: 3271

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

  Consumer **************************** case number: 240429-14116495 Client name: *******************

  Dear ***************************:

  Thank you for contacting us. We would like to express our condolences for the loss of *******************. We completed our research and are providing details to address your concerns.

  On April 29, 2024, we received concerns you expressed to the Consumer **************************** regarding issues with the process of liquidating your late mother's Individual Retirement Account ****** and that it is still not completed. You stated that you addressed your concerns with ******************************* and *******************. You expressed concerns that ******************* will not return your phone call or emails. You stated that there is no definitive date for when the estate process will be completed and alleged that the account has lost $5,000 since the process began. You stated that this should not be a complicated process. You also reiterated these concerns over the phone.

  On May 14, 2024, we received your prior concerns to the Better Business Bureau. You also expressed concerns that you were not provided with all the necessary forms. You stated that your family has been burdened with undue financial strain due to the delay in the estate process. You also expressed concerns that your claim was not expedited.

  First and foremost, please allow us to apologize for any frustration or inconvenience you experienced with the service issues and the estate process.

  We can confirm that there were multiple rejections that led to the delay in the estate process. On April 5, 2024, it was determined that a bank statement or voided check that contains the bank account routing number and an associated person account worksheet form was required. The bank statement was imaged to the account on

  April 9, 2024, and the associated person account worksheet form was imaged on April 10, 2024. On April 16, 2024, it was determined that there was a name mismatch from the IRA *********** claim form and bank statement for the other *********** and a one and the same letter was required. On April 22, 2024, the branch reached out to the estate team and requested to have your portion of the claim processed. On April 25, 2024, it was determined that the liquidation request was in good order and was sent to the review team. On April 29, 2024, the account was liquidated and the stocks in the account had a settlement date of May 1, 2024. On May 2, 2024, our post liquidation quality control team started their review. On May 3, 2024, the request was sent to our asset movement team. The request was reviewed and approved by our asset movement team and the funds were sent to you on May 8, 2024.

  We can confirm that Financial Advisory Senior Area Manager, *******************, ensured that Financial Advisor, ***************************, was prompt with reaching out to our estate team and sending in the required documentation. Please be advised that our estate team handles a significant number of requests. Each request is processed in the order they are received and rejected requests can further delay the estate process. Additionally, requests are only escalated in certain circumstances. Please understand that we are constantly working to improve our estate process.

  Please be advised that the account value after ****'s passing in January of 2024 was $169,380.30 and the value of the account at the end of April of 2024 was $170,541.68.

  We greatly appreciate your feedback, as we use your feedback as our primary tool in improving our products and services. If you have any additional questions about your account, please contact Financial Advisor, ***************************, 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 need any additional assistance with this matter, please contact me at ****************************. Monday through Friday from 8:00 a.m. to 5:00 p.m. Central Time. However, please note I am unable to provide advice or process requests. We accept telecommunications relay service calls.

  Sincerely, ******

  Escalations Representative - Registered

  Enterprise **************************** **********************************

  cc: Better Business Bureau

  cc: ************************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an *** that I attempted to transfer to another institution that Wells Fargo forced me to close instead of simply transferring it to another institution. My new banking institution tried several times to transfer the funds and was unable to get the funds transferred. I myself called an filled out several items in an attempt to transfer the *** to no avail. Once I finally get paperwork done after sending it 3 times to Wells Fargo they call to tell me Im being charged a fee of $125 to close an account theyre forcing me to close. Im going to deposit the funds at my current bank that attempted several times to get Wells Fargo to transfer the funds to. The $125 should never have been charged.

  Business response

  05/28/2024

  Enterprise ****************************
  PO Box 5133
  *********************
  
  
  May 28, 2024
  
  
  
  ***************************
  *****************************************************************************-6816
  
  
  Subject: Were responding to your concerns
  Wells Fargo case number: *****************
  Account number ending in: 9710
  ********************** case: ********
  
  
  
  Dear ***************************:
  
  Thank you for contacting us. We completed our research and are providing details to address your concerns
  regarding the compulsory closure of your account, your multiple attempts to transfer the account, and the
  $125.00 account closure fee.
  
  We have not charged you a $125.00 fee to close your account. On August 15, 2018, when you opened the account,
  you agreed to pay the annual account fee which comes due in September of each year. On September 15, 2023,
  the amount of $125.00 was charged as your annual account maintenance fee. There has been no fee charged since
  that date to the account.
  
  We have responded to the compulsory closure of the account along with the failed transfer attempts in previous
  responses to these issues. We have included the letters in this mailing.
  
  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.
  
  
  
  
  
  We may collect personal data as part of the complaint resolution process. For the categories of personal data that Wells Fargo may collect and
  how we use it, see the Wells Fargo California Consumer Privacy Act Notice at Collection at *********************************************************************
  security/notice-of-data-collection/. See additional Wells Fargo privacy notices at *********************************************************************security/.
  
  
  Investment and Insurance Products are: Investment products and services are offered
  Not Insured by the **** or ***************************** through Wells Fargo Advisors, a trade name used by
  Not a Deposit or Other Obligation of, or Guaranteed by, the Bank or ******** Wells Fargo Clearing Services, LLC, Member SIPC, a
  Affiliate registered broker-dealer and non-bank affiliate of
  Subject to Investment Risks, Including Possible Loss of the Principal Amount Wells Fargo & Company.
  Invested
  
  
  ECMO-BT173_Res_M_E_052024
  
  
  
  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 9:00 a.m. to 6:30 p.m. Eastern Time. We accept
  telecommunications relay service calls.
  
  Sincerely,
  
  **************
  Escalations Representative Registered
  Enterprise ****************************
  
  **********************************
  
  Enclosure
  CC: Better Business Bureau
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mother, **********************************, was a client of ************************* at Wells Fargo. She passed away in December 2022. In her will, she named me as the executor of her estate. I am also one of the beneficiaries of the accounts she maintained at Wells Fargo. Over the course of the past five months, my husband and I have made repeated attempts to contact ****************** and his assistant, *************************, by phone. Messages are left, but no return phone calls have been received. Further, I have informed ****************** that we have moved since our last contact with him, but none of the account statements have been forwarded to our new address. My attorney has advised me that as the executor of the estate, I am entitled to information regarding the status and distribution of all accounts which belonged to my mother. It is impossible to fulfill my role as executor when the Wells Fargo office will not return phone calls.

  Business response

  05/20/2024

  Please see the attached Bank response. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a Wells Fargo Intuitive Investor account on 4/20/24 with $500.00 Wells Fargo experienced a server issue which auto closed the account. ********************************************* has yet to return my initial investment of $500 and is taking their time with resolving the issue. I have spent several hours on the phone getting excuse after excuse as to why they haven't given my money back to me.

  Business response

  05/17/2024

  Please see the attached Bank response. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Wells Fargo Advisors on 4/29/2024 regarding missing dividends on my account. I was shocked to be notified that my account has been restricted due to "Notice of Deceased" on my account. This is completely careless on the part of Wells Fargo - no checks and balances whatsoever for such a material life event. My spouse nor I were ever contacted regarding this matter. Can you imagine the amount of mental stress that this can cause someone? This is something a news media needs to cover to make sure it hasn't happened to others.

  Business response

  05/17/2024

  Please see the attached Bank response.      

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to this location for notary services. Ended up being here for 30 minutes or so. First waiting for the person who was just sitting at her desk after helping her previous client to come acknowledge me sitting there. Then she creates a big deal because the document I have to have notarized does not say my middle initial or full middle name as my ID. This was a document from the states attorney generals office. The worker questioned why my son was listed after my name, she questioned what obo meant, she just picked at everything that was on the document from the states attorney. It made no sense. Then she also had me waiting as I stated over 30 minutes for something that takes 5 minutes to do. If my full name is on the document and she can vary me by my account with his bank there was no reason to deny to notarized my form. It wasted my time and made me very frustrated. No other notarized document at any other location, wells fargo or else where, ever gave me this problem. It's not acceptable. This should be a opportunity to give to her to understand that full name is first and last and middle name on a ID card is mandatory on the document it isn't.

  Business response

  05/02/2024

  
  Please see the attached Bank response.

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