March 26, 2021 by Philip Lewenstein

At What Cost? Six Months to Get Refund Check from Wells Fargo

Wells Fargo, America’s fourth-largest bank and Minnesota’s second largest, has been facing major challenges in recent years. Chief Executive Charles Scharf was hired in October 2019 to restore the bank’s tarnished reputation, but his problems have since multiplied (“Wells Fargo CEO Finds Himself on Defense,” by Ben Eisen, October 9, 2020, Wall Street Journal).

The bank is in the grip of a recession that threatens to deliver steep loan losses, Eisen reported. “Near zero interest rates are straining profit margins,” he said. “And the bank is still in hot water with regulators, which imposed a growth cap as a result of the bank’s four-year old fake-account scandal and plethora of problems it exposed.”

Further, Scharf has drawn criticism from employees and Washington lawmakers for filling top jobs with white, largely male, former colleagues and for saying there were few Black candidates with the required experience for those positions, Eisen said.

As a 48-year customer of Wells Fargo, I have been disappointed to continually read about the bank’s problems, including its efforts to overcome regulatory penalties and cut costs—closing branches, automating loan underwriting, consolidating offices, and cutting staff.

Given this background, I probably should not have been surprised that it took me six months last year to get a $17.43 refund check due to my mother who died in March 2018. My epic effort to capture the $17.43 led to frustration at almost every turn.

My adventure included a large cast of characters in the Wells Fargo bureaucracy from my local branch bank to offices in four other cities. My Wells Fargo file is overflowing with letters, forms, copies of emails, and copious notes. Several letters were addressed to my mother, even after I informed Wells Fargo of her death. A few letters were addressed to me, and one was addressed to the estate of my mother.

During the six-month adventure, 13 letters arrived at my Vadnais Heights address from Wells Fargo staff in five cities. I exchanged more than 15 emails. Five Reissue Request Forms arrived, including two after the refund issue was resolved last fall.

I was introduced to the Wells Fargo bureaucracy with communications from the Customer Remediation Group in Portland, Oregon; a Research and Remediation Analyst in Des Moines, Iowa; an Executive Office Case Specialist on the Wells Fargo Resolution Team in Billings, Montana; Centralized Complaints Specialists, Centralized Line of Business Escalated Complaints in Phoenix, Arizona; and a premier banker and branch bank manager in Arden Hills, Minnesota.

Communications occurred with several different Wells Fargo staff in these offices: Meredith, Mari, Sam, Amanda, Hannah, Cassandra, Andres; some communications were generic, signed Customer Remediation Group, for example.

Several of these staff may have wanted to help resolve the $17.43 issue, but progress was painstakingly slow; I was asked to complete forms I had already finished.  Additional information was requested, and I was told several times that more time was needed to research the issue.

It was never clear to me what staff or office was ultimately responsible for resolving the issue, but finally one hero emerged: my local branch bank manager. Her continual empathy and actions helped lead to a resolution—after six months.

My Mother, Deceased, Receives Reminder to Cash $17.43 Refund Check in April 2020

The frustrating experience for the $17.43 refund began last April, when the Wells Fargo Customer Remediation Group sent to my address a letter (letter 1) to my mother, Beatrice Lewenstein, who died March 31, 2018, two years earlier.

The letter was a reminder to cash a check for $17.43, dated December 17, 2019, for her Trilegiant (identity theft protection) service. The letter said that, “if you did not receive the check, or need the name on the check changed, please complete the enclosed Reissue Request Form in its entirety and return it in the enclosed business reply envelope.”

Since I had not received the check and my mother is deceased, I called the Customer Remediation Group. I was told to complete the Reissue Form and check the box noting the reason for the name change was “deceased customer.” I completed and mailed the form and a copy of my mother’s death certificate, as requested.

Reissued Refund Check Made out to My Mother Arrives in May

Several weeks later, a letter (letter 2) from Wells Fargo Customer Remediation with an attached refund check, dated May 14, 2020, arrived at my address, made out not to me, but again to my deceased mother. “We have attached a refund check for applicable fees, finance charges, and interest, as well as loss of use compensation (an additional amount since the funds were not available for your use).”

I again called the Remediation Group to report the error. The person I talked to claimed that I did not check the correct box on the Reissue Form. I found this response confusing since I had informed and documented, with the death certificate, to the Remediation Group that my mother was deceased.

Wells Fargo Requests My Deceased Mother Complete Another Reissue Request Form in June

Next, a letter (letter 3), dated June 9, 2020, from Customer Remediation to my mother, not me, was sent to my address. The letter said, “We received your request to reissue the payment we sent on May 14, 2020. To help us in reissuing this payment, please complete the enclosed Reissue Request Form. Once we receive and validate the completed form with the applicable documentation, we will send a replacement check.”

My deceased mother was told to mail the completed form, the original check, and required documentation, as appropriate. I again completed the Reissue Form and mailed it with the original check to the Customer Remediation Group.

On July 14, I received an envelope from Wells Fargo. I expected the envelope to contain a check for $17.43. I was wrong. It was a letter (letter 4) from the Customer Remediation Group, dated July 8, 2020, to me, not my mother this time. The letter thanked me for submitting the Reissue Request Form on behalf of my mother and, more than two years after her death, expressed condolences for my loss.

Wells Fargo Asks Me for More Documentation in July

Then, the letter said that in addition to the Reissue Request Form and the death certificate, I must submit documentation that supports my request to reissue the check in my name such as a Last Will and Testament, Orders of Estate, Letters Testamentary, Small Estate Affidavit, Trust Agreement, or other official documentation indicating I am a beneficiary of my mother’s estate or that I handle the affairs of her estate.

I didn’t think this type of information had been requested previously. Since April, four letters on this matter, three addressed to my mother and one to me, had arrived at my house (I also had at least two phone conversations with the Remediation Group about the $17.43 refund). I had completed and sent the Reissue Form twice as well as the death certificate.

I Contact My “Premier Banker” at Local Wells Fargo Branch Bank

Frustrated, on July 15, I sent a letter to my “premier banker” at my local Wells Fargo branch. I told him that this situation was absurd. How can a banking institution like Wells Fargo that is struggling to regain credibility and trust with its customers waste people’s time? My mother had significant assets in Wells Fargo. I have been a Wells Fargo customer for 48 years; my wife and I have continued our loyalty to Wells Fargo with significant accounts. “This situation is ridiculous,” I said.

My premier banker responded with an email. “Thank you for trusting me with your Wells Fargo related banking affairs—good or bad,” he said. “I have officially escalated this complaint for a resolution. However, if you still have this check, I am happy to cash it for an even quicker resolution. I am always happy to help with your banking needs, big or small. That is my promise to you as your premier banker.”

On July 16, the Customer Remediation Group mailed to my address still another (third) copy of the Reissue Request Form. I had already completed this form twice. A cover letter (letter 5), again addressed to my mother, thanked her for submitting the Reissue Form but said some of the required information was incomplete or missing, and they could not reissue the check for the identity theft protection service without this information.

I had not heard from my premier banker since mid-July, and my emails to him had not been answered; however, he did finally call me August 10. As follow-up to our conversation, I emailed him August 11 with an update on the July 16 letter from the Remediation Group asking for more information.

I told the premier banker that I did have documentation because I handled my mother’s estate, but all the documents had been filed away since she died over two years ago. By the time I would retrieve the files and go to the UPS store to make copies and mail, my expenses would exceed the $17.43 refund. Further, my family did not want me to go out to make copies due to the COVID pandemic.

Later, on August 11, the premier banker emailed me to report that he reached someone with the Remediation Group, but they can only discuss with me, the customer. They advised that

I call a specific number and give my tracking number. “They will take my instructions to bring this to full resolution,” he assured me.

On August 18, I emailed my premier banker to express further frustration, “going around in circles for five months.” I explained that the phone number he had given me was the same number I had already called several times since April.

I noted that on my first call the previous Friday, I was disconnected. On my second try, I was put on hold for 20 minutes and then gave up. I tried again and finally talked to a third person. After I explained the situation three times, she apparently understood and said she would send my concern to an executive committee. Nobody, however, had yet called me.

Given the lack of progress, I said I would like to talk to my banker’s branch manager.

Later, on August 18, I received an email from my premier banker, “truly apologizing for the frustrating experience,” and saying he “will once again escalate this issue as many times as I have to for favorable resolution.

“In situations as we cannot directly help our customers for a resolution, we escalate them to our Resolution Team whose job it is to investigate and resolve the situation with a view to mitigate issues as such.” He gave me contact information, which I already had, for the branch manager.

Local Branch Bank Manager Contacts Me with Suggested Solution in August

About 5 p.m. on August 18, I received an email from the branch manager. She said she was “so sorry that this item has caused multiple pain points for you.” She said that she called the “team” today and had a “great conversation with the agent.” To reissue the check, the “team” needs BOTH a death certificate and another supporting document to support my mother’s passing and my ownership/beneficiary role, she said.

The branch manager explained that she had created a better solution than my calling and making an additional request. She created a “NEW” case number for me, and an agent, Michelle, would call me in the next three to four business days, and I would need to accept her call to avoid calling back into the team.

The agent would walk through the needed documents and “finish this case resulting in a new check that I will be happy to cash for you immediately,” the branch manager said. Further, my premier banker would call me the next Tuesday/Wednesday to check progress, she said.

The next day, August 19, I responded to the branch manager, thanking her for her effort to help me get the $17.43 check due my deceased mother. I reminded the manager that I have been a Wells Fargo customer for 48 years and that my mother was a customer for many years before her passing. Also, I noted my appreciation for the good service I have received at the branch bank.

“This is not about the money,” I said. “I will get by without the $17.43 check. This is really about the poor interaction and communication with a loyal customer, mostly by the Remediation Group, even though it was annoying that my premier banker did not reply to my emails seeking an update after I initially contacted him.”

It has been disappointing to receive and exchange the same forms and letters several times with the Remediation Group even after two conversations with them, I said.  And it is irritating that some of the forms are still addressed to my deceased mother, who died in March 2018, even after I had explained her passing.

Further, the Remediation Group staff had mentioned the need for a death certificate but had not told me about the other needed documentation, I added. “A customer does not like being disconnected when calling or being put on hold for a long time,” I said.

I told the branch manager that I would be happy to talk to Michelle, the agent, but I knew what documents she would want. I told the manager, as I had told the premier banker, that since I had filed these documents, I would have to dig them out, go to the UPS store to make copies, and then go to the post office to mail them. Since I have underlying symptoms of COVID, my family has been protective of me and would not want me going to these places, I said. “Further, is all this really worth the cost and time?” I asked.

The need for a tight process and security in these matters is understandable, I said, but “I also think a little understanding and flexibility would go a long way to maintaining good relations and continuing business with loyal customers.”

The branch manager responded to me the next day, August 20. “I agree with you!” she said. “I can only imagine how you are feeling about this process.” She added that she had made a point to ensure that agent Michelle knows my “high value relationship” with Wells Fargo and the troubles I have been fighting to accomplish this task. Also, the manager said she would share with Michelle my concerns with COVID and retrieving documents.

Then, the manager asked if we could postpone until it is safe to journey out for these documents or “does the check need to be retrieved? What’s the risk if you choose not to continue this process and we don’t claim the funds?”

The manager wondered if her branch bank has any of the paperwork documented from when I closed my mother’s accounts, noting that she could help provide the documents for me if I would share my mother’s birth date.

Regarding my premier banker, the manager said that “all feedback is a gift and we can only improve if we know customer pain points in regard to how we build relationships! I will make sure my feedback is privately adding to my coaching with the premier banker to preserve the integrity of the relationship you two have together.”

I provided my mother’s birth date to the branch manager and my recollection of meeting with one of her staff in April 2018. On August 24, the branch manager emailed me to report that she had found the beneficiary services documents proving I was my mother’s beneficiary. “I think this will do the trick so you don’t have to leave the house!” she said. “When Michelle calls, see if you can email this (attached documents) to her, or even better can I do this for you?” These are Wells Fargo documents and should be all they need to help me claim these funds, she added.

I Update Branch Bank Manager in Early September on Lack of Progress

Despite several communications in the last half of August, no progress had occurred, so I emailed the branch manager September 3 with an update. Two uncoordinated tracks appeared to be in play –the remediation group and the executive office.

I reported that, contrary to my expectations from the branch manager’s August 18 email, Michelle, the agent, had not called me, nor had the premier banker called to check on progress.

Meanwhile, on Thursday, August 20, I received an email from the Wells Fargo Executive Office to let me know staff had received the information I shared with my premier banker in July. They said they were researching the issue, and I would hear from my case manager within three business days of my complaint submission. A 17-digit case number was provided.

Also, on August 20, I received a letter signed Research and Remediation Analyst, Executive Office. The letter (letter 6) from Des Moines, Iowa, said the office had received my inquiry, and I would be provided with a response on or before September 3.

On Monday, August 24, I received an email from Meredith, executive office case specialist, Enterprise Complaints Management Office. The 17-digit case number was cited. Meredith said she had started her research, and her goal was to provide me with a resolution on or before August 28.

On Friday, August 28, I received a call from Cassandra with the Remediation Department. We discussed my case although she did not mention a case number. I explained that my premier banker had told me he could cash the initial check made out to my mother if I had it—I did not have it. Cassandra said she would have another check issued to my mother, and I could bring it to my bank to get cashed. It would take 7 to 21 business days, she said.

On August 31, I received a letter (letter 7), dated August 28 from Meredith, the executive office case specialist, Wells Fargo Resolution Team, saying staff were researching my inquiry and needed more information but had been unable to reach me. I was asked to call the number listed “so we can continue our research and work toward a resolution.” No case number was referenced.

Then, a letter (letter 8) dated September 1, addressed to my mother, not me, arrived from Hannah M., escalated complaints specialist, Centralized Line of Business Escalated Complaints, in Des Moines. She said, “We are continuing to research your inquiry sent to us and are working to address the concerns you have raised. We appreciate the time you took to contact us and you can expect a response by September 8.”

The next day, Wednesday, September 2, I called the number in Meredith’s letter. An intake worker, Mari, answered. After a brief conversation, she emailed Meredith since Meredith was on her phone. Meredith told Mari that the case was closed since I had not responded to Meredith.

 Mari continued to try to help me and again emailed Meredith to ask her what information she wanted from me. Meredith did not respond to Mari while I was waiting on the phone, so Mari said she would follow up and call me. Mari did not call me.

“The bottom line is that this has become quite confusing and disappointing that some people in the chain don’t follow up,” I wrote to the branch manager after completing my update.

Branch Bank Manager Suggests Way Forward in Mid-September

On Tuesday, September 15, the branch manager replied to my September 3 update. She said that “I am disappointed in multiple facets of this journey. I hear your pain points and share your frustration.”

She said she would like to focus on how we can move forward. The branch manager said she recognized that “my gal Michelle” did not call but wondered if Michelle sent me the “packet” to re-create the check.

The “packet” would need my signature and the documents the branch manager had forwarded to me from when the bank processed my mother’s beneficiary services in April 2018. If the “packet” is available, we can move forward without any remediation or resolution team specialist, she said.

Another solution, the manager said, would be to credit me the $17.43 from her “personal customer satisfaction budget” and let the check go. “We have tried multiple times to complete the task without success, engaging many resources along the way,” she said. “It is not my intent to drag this process on for you any longer.” She said she would be happy to take action if I preferred the latter option.

I responded to the branch manager on Friday, September 25, saying I accepted her solution to credit me $17.43 from her “personal customer satisfaction budget” although I was not familiar with this budget.

I reported that since my last update to her, I had received three letters and had one phone conversation with two escalated complaint specialists from the Centralized Line of Business Escalated Complaints. Two of the letters were addressed to my deceased mother. Two of the letters said additional time was needed to respond to my inquiry even though I had provided information in a phone conversation with one of the specialists.

I also reported to the branch manager that a letter (letter 9), dated September 16, to my mother from Hannah M., an escalated complaints specialist,  had arrived to my address, saying, “We are continuing to research your inquiry sent to us and are working to address the concerns you have raised. We appreciate the time you took to contact us and you can expect a response by September 22.”

A letter (letter 10), dated September 21, arrived from Andres G, escalated complaints specialist, Centralized Line of Business Escalated Complaints, in Phoenix. “We are writing in response to your concerns,” the letter said. “We appreciate the opportunity to address this matter.

“A check was issued to the name of Beatrice Lewenstein. In order for the name change to occur, the required documentations are needed to be provided to change a documentation (sic). This information is needed for security purposed (sic). We apologize for any confusion this may have caused.”

I Receive Refund Check to My Mother Dated September 24; It’s Deposited October 5

Then, I received a letter (letter 11), dated September 24, to my mother with a refund check for $17.43 attached. I sent the check to the branch manager, but the envelope was returned to me a few days later. I had failed to provide a stamp. I resent the check to the branch manager, and it was deposited October 5—six months after I had started this process.

The matter was not finished. A letter (letter 12), dated October 9, from Customer Remediation, to the estate of Beatrice Lewenstein arrived; it referenced the September 24 check date.

“We are writing to remind you about a check in the amount of $17.43 we recently sent for the account referenced above,” the letter said. “Please deposit or cash this check to ensure timely processing. If you have already cashed the check, please disregard this reminder.”

Further, the letter repeated the language that began this ordeal last April: “If you cannot locate or did not receive the check, or need the name on the check changed, please complete the enclosed Reissue Request Form in its entirety and return it in the enclosed business reply envelope.”

Another similar letter (letter 13), dated October 27, from Customer Remediation to the estate of Beatrice Lewenstein arrived; it referenced an August 27 check date. The letter said it was to remind me about a check in the amount of $13.73 (not $17.43) and the need to deposit or cash the check to ensure timely processing.

There are several takeaways from my exhausting effort to retrieve a $17.43 refund check. Corporate bureaucracies like Wells Fargo are complicated and confusing to the common customer. It is difficult to know who is responsible for what in the organization.

Bank processes are rigid and sclerotic. Redundancy occurs. Some flexibility and common sense would have allowed Wells Fargo to resolve my issue quickly. The cost to Wells Fargo in staff time and other expenses far exceeded the $17.43 refund amount, which was not debatable. Perhaps corporate staff could have communicated with my local branch bank to verify my identity and loyalty.

A customer needs to be persistent and hold corporations and institutions accountable although often it is not easy—even if the focus is a small amount. The experience was costly to me; my time is valuable.

The best service occurs at the local level. A good manager who knows her customers and how to communicate with them at the ground level is critically important to the success of the bank. Personal service is important, and I appreciate the empathy and resourcefulness of my branch bank manager.

I am still a Wells Fargo customer. I hope that Wells Fargo will resolve the major problems and issues challenging the corporation while giving priority to better serving its individual customers.