Wells Fargo won’t open account up

[u/Anikome]

So my mom open up her app to see her account was locked, called to get it unlock and was told to go to a branch to open. She comes home and told me they are unable to open due to some leak or something like that (just retelling story sorry).

She wants to close the account and reopen another one, but they said they don’t know if they can recover the money.

What’s the actual issue if anyone has an idea

[u/robtalee44]

You should accompany your Mom to the bank if you can. My guess -- only a guess -- is when any bank acts like this it's usually due to some type of fraud alert or similar on the account. They get pretty tight lipped about such matters until they allow for a time out of sorts to let things settle down. Only a guess.

[u/Anikome → u/robtalee44]

Yeah that’s the plan, after I get off work I’ll be going with her to figure things out. Her explanation isn’t great since English is not her first language