I have had a checking account at Wells Fargo for over ten years. Suddenly two months ago I saw a fee charged to the account. ( {$13.00} or {$15.00} I believe ). I emailed via the Wells Fargo website and inquired about the fee. The reply I received was unclear, it said I did not have the right mix of products and services but the explanation was unclear why my mix was wrong, what I needed to change and what had suddenly changed to initiate this fee. They did refund the fee. I wrote back and asked for clarity and received yet another unclear reply. So I went to my local branch and inquired, the agent told me my accounts looked fine and I must have been charged in error. At this point I believed the problem to be resolved. 
The next month I was charged the fee again. So I contacted Wells Fargo again and they refused to refund the fee this time, and again did not provide a clear explanation. I replied and threatened to move my business and they did finally refund the fee and told me I needed to enroll in mobile banking to not be charged the fee again. So I followed the instructions to enroll and emailed them back to ask if everything was set. I received a reply that it was NOTset and that I was mistakenly told mobile banking was needed. I was told I really needed to call and get an ATM card. At this point my frustration got the best of me and I asked them to close my checking account. They did close my account but the reply mentioned the fee was because they believed I stopped my direct deposit. This was the first time anyone mentioned direct deposit. In fact, I did not stop it, it was on hold because of the season nature of the deposit which comes from real estate rental income. 
I am reporting this complaint because I am very concerned that Wells Fargo has a policy which is confusing and the employees have not been properly trained. Therefore they are unable to communicate the intricacies of the policy to consumers. I imagine someone elderly would not be able to jump through the same hoops I did to get this resolved and may be charged large fees they do not understand. I talked to XXXX different agents and never got the same or a satisfactory response. I will attach the email chain as evidence to this confusing response. 
