June 2022 by Linda H.
THEY ERRONEOUSLY CLOSED OUR CHECKING ACCOUNT AND HAVE DONE NOTHING TO RECTIFY--We opened a small business checking account in April 2022 over the phone with a representative and submitted required documents via Docusign. After using the account very regularly for a month, we received a notice on May 16, 2022 that they did not have ID on file for me and I needed to bring it to a branch office. I live in upstate NY and the closest branch is 2 1/2 hours away. After 3 hours with WF customer support, being disconnected 3 times and going through 4 levels of their support team I was finally told I could fax a copy of my ID to the San Marco, Jacksonville Fla branch. I did so immediately and had written confirmation of the successful transmission. I tried to reach the branch by phone numerous times to confirm they were taking action, but got a recording and then disconnected. We continued to use our account and received no further notices until we logged in on June 2, 2022 to discover it was closed due to a compliance issue (my ID) and our balance was unavailable to us. After another 2 hours with the customer advocacy team and the Jacksonville branch they had no idea why my profile wasn't updated with the info I faxed on May 16th. I faxed it again immediately (with proof) expecting my account to be reopened immediately, as this issue was caused by their repeated errors. Not the case, due to their protocols it takes at least 24-48 hours to update. The consumer advocate tried to reach the branch to confirm that they uploaded the document, but now she couldn't get though either. They opened a formal complaint, and a representative will help us, but they will need about 10 days! It is June 4th, our money is not available to us (apparently their protocol is to cut a check and put it in the mail) and our business transactions have been completely disrupted. This is a nightmare!
