Consumer complaint received 2023-11-03
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
THIS COMPLAINT IS ABOUT THE NON EXISTENCE OF CUSTOMER SERVICE AT WELLS FARGO. XXXX XXXX who answered my previous complaint TWICE is blaming the GOVERNMENT for the INABILITY of Wells Fargo to Follow the laws and regulation and my privacy and civil rights and my account preferences. Here what he said in his answer : Wells Fargo is required to keep a physical address on file to comply with the USA Patriot Act, a federal law. but Wells Fargo AT THEIR CONVINIENCE ARE Using the informations that was provided to the government. AND NOTFOLLOWING THE LAWS AND REGULATION AND ACCOUNT PREFERENCE THAT CONCERNING THE MAILING ADDRESS. WHERE IS THE SOLUTION THAT WELLS FARGO SUPPOSED TO PROVIDE? 
I am refilling my complaints because the Wells Fargo contractor who answered my previous complaint XXXX XXXX did not address my issue and closed my complaint after sending me a copy and paste response that does not match the level and the seriousety of the issue. This contractor dealt with my issue by a joke. Here my complaint again and I am requesting that this complaint to be forwarded to a REAL Wells Fargo manager and not those irresponsible ignorants contractors that are labeled ECMOs. THIS COMPLAINT IS ABOUT THE NON EXISTENCE OF WELLS FARGO CUSTOMER SERVICE AND ABOUT CONTRACTOR COMPANY OF CUSTOMER SERVICE WHICH IS CALLED ECMO. XXXX XXXX XXXX XXXX XXXX ). For the past 3 years and by 110 complaints till now trying to get WELLS FARGO BANK to respect my privacy rights and my civil rights by following my account mailing preference by directing all my mail to my po box as indicated on my account but I did not succeed to penetrate the thick brains ( if it exist ) of the WELLS FARGO employees. I am filing my complaint here for the 11th time and I am requesting those no-brainer Called ECMOs to forward my complaint to a real Wells Fargo manager . And not to who are called ECMOs. The Executive Complaint Management Office ( ECMO ) is NOT WELLS FARGO BANK. This company is a contractor who is supposed to take care of the Wells Fargo customers Complaints and provide resolutions, but instead, this company ECMO send the complaints to their sub-contractors, employees who work from the comfort of their homes without any supervision and NOT under WELLS FARGOs control. My last complaint here was closed as solved by an ECMO called XXXX XXXX it was about a ECMO WHO MAILED XXXX LETTERS TO MY RESIDENTIAL ADDRESS WHEN THE ISSUE OF MY COMPLAINT IS ABOUT WELLS FARGO REFUSING TO USE MY po box MAILING ADDRESS. This ECMO who is working from the comfort of their homes without any supervision answered my complaints by not providing any solution to my complaints but this ECMO COPIED AND PASTED the answers of the previous contractor XXXX XXXX WHO ANSWERED MY PREVIOUS COMPLAINT WHO provided a lot of complements to herself as ECMO and the rest of the ECMOs the good job she is performing as ECMO and by telling me that she and all the ECMOs are highest WELLS FARGO position, most intelligent most trusted at Wells Fargo , but the action of the ECMOs indicates the opposite. Here some of what this ECMO said in writing in her response to my complacent number 102 : 1- The concern of the distinction between mailing and physical address has been sent for review to upper management. The outcome of this review is proprietary and confidential ( IT MEANS NO SOLUTION, The solution is invisible, it is secret ). 2- Should this occur again in the future, please either give us a call. ( Well I have been contacting you about this same issue for 3 years and in more than 104 complaints. Do you think I need you to tell me to complain more if this continues? Is the solution you are providing for my issue? ) 3- This is not a matter of the branch manager knowing how to complete a task. Keep in mind as a financial institution, we have multiple checks and balances around accounts, account opening, and products offered. This was the answer of ECMO working from the comfort of their home answering my complaint about a manager who was setting me up to get me to sign in for a new account against my will when all I REQUESTED FROM HIM is to renew an ATM card and my complaint has nothing to do with checks or accounts opening. But I am glad this ECMO informed the public that the WELLS FARGO MANAGERS DO NOT KNOW HOW TO REORDER AN ATM CARD. 4- This ECMO working from the comfort of their home wrote in her answer to my complaint : we are highly regulated by agencies and laws meant to keep customers safe. This is not meant as a sales tactic or a way to try and pressure you into a product you do not want or need. ( WELLS IF YOU FOLLOW THE LAWS THEN WHY DO YOU STILL DIRECTING YOUR MAIL TO MY RESIDENTIAL ADDRESS AND YOU ARE REFUSING TO USE MY MAILING ADDRESS? ) Your statement is misleading. 5- This ECMO Seems to be out of her mind when in her answer she discussed the Lack of Appointments Available Which it was not in my complaint. It seems she was just copying and pasting answers from her screen. 6- This ECMO stated : Wells Fargos Company rating with the Better Business Bureau and overall public image is something we are aware of. ( It seems that WELLS FARGO HAS NOTHING MORE TO OFFER AS THEY ARE AWARE THAT WELLS FARGOS RATTING AT THE BETTER BUSINESS IS ( F ) and WELLS FARGO IS STILL HIRING THIS ECMO COMPANY TO DEAL WITH THE PUBLIC!! I advise Wells Fargo to reconsider their decision about those so-called ECMOs. 7-We reviewed your concern around not offering an email address or a digital portal for customers to submit complaints. We are looking into this. ) WELLS FARGO IS THE ONLY BUSINESS WHO DOES NOT HAVE AN EMAIL FOR THEIR CUSTOMER SERVICE BECAUSE WELLS FARGO HAS NO CUSTOMER SERVICE BUT HAS SO CALLED ECMOs WHO ARE HIDING IN THEIR HOMES WITHOUT ANY SUPERVISION AND ACT LIKE CUSTOMER SERVICE BUT THEY ARE NOT WELLS FARGOS CUSTOMER SERVICE. THEY ARE THE CUSTOMERS HEADACHES. TO MY KNOWLEDGE FOR 3 YEARS AND WELLS FARGO IS BEEN LOOKING INTO IT! 8- This working from the comfort of their home ECMO stated in the reply : we can not provide details of the investigation or its outcome to our customers as that breachs privacy laws. ( WELLS WHAT ABOUT MY PRIVACY RIGHTS ARE YOU BREACHING THE PRIVACY LAW EVERY TIME YOU ARE SENDING YOUR MAIL TO MY RESIDENT INSTEAD OF DIRECTING YOUR MAIL TO MY MAILING ADDRESS AS INDICATED IN MY ACCOUNT PREFERENCE AND AS I HAVE BEEN COMPLAINING ABOUT FOR 3 YEARS IN MORE THAN 104 COMPLAINT? ) Your statement is misleading again. 8-This working from the comfort of their home ECMO stated : Wells Fargo employees are to adhere to strict privacy policies, including handling customers ' private information regardless of working from home or in the office. ( HOW DO YOU KNOW THAT? IS THERE ANY SUPERVISOR OR MANAGER WATCHING WHAT YOU AS ECMOs ARE DOING AT HOME? IS THERE A SECURITY WHO IS GUARDING YOUR COMPUTERS FROM BEEN LOST OR STOLEN OR BEEN USED BY YOUR FAMILY AND FRIEND? IS THERE ANY GUARANTEE THAT WHO ARE ANSWERING THE COMPLAINT ARE REAL EMPLOYEES OF WELLS FARGO AND NOT THE RELATIVES AND FRIENDS OF SO CALLED ECMO WHO ARE NOT FORKING UNDER THE WELLS FARGO MANAGEMENT AND NOT BEEN SUPERVISED BY ANY ONE THIS IS WHY I was told by you the ECMO that you do not have supervisors or managers every time I request to speak to a supervisor. I dare you to provide me with a name and phone number and an email of a REAL WELLS FARGO supervisor or manager.OR YOUR STATEMENT IS MISLEADING ALSO. IN YOUR ANSWER TO MY COMPLAINT YOU STATED YOUR OPINION ONLY AND NOT THE CUSTOMERS OPINION AND YOU PLACED YOUR OPINION OVER ALL THE WELLS FARGO ; S CUSTOMERS OPINION ABOUT THE SO CALLED ECMOs and the Wells Fargo customers service that does NOT EXIST. 9- This ECMO answered my complaint about no manager or supervisor existing at Wells Fargo by stating : we recognize your concern about being informed there was no management that you could speak to with regards to your concerns. Understand that Wells Fargo Employees who respond to agency complaints, are the highest form of escalation at Wells Fargo. These employees work in the Enterprise Complaints Management Office. ( the answer of this ECMO CONFIRMED WHAT I WAS STATING FOR 3 YEARS THAT THOSE ECMOs ARE WORKING FROM THE COMFORT OF THEIR HOMES WITHOUT ANY SUPERVISION OR MANAGEMENT. ) 10- This ECMO stated in their answer : A manager did attempt to reach out to you on August 28, 2023 and left a voicemail at the phone number we have on file. ( ISNT STUPID FROM A MANAGER TO CONTACT ME BY PHONE WHEN I REQUESTED ALL RESPONSES AND CONTACT TO BE IN WRITING? ). DID YOU ARE YOUR SO CALLED MANAGER RAD MY COMPLAINTS TO THE END? IF YOU DID THEM YOU SHOULD HAVE READ THAT I STATED AT THE END OF EVERY COMPLAINT THAT NO PHONE CALLS ARE ACCEPTED, ALL CONTACTS WITH MRE MUST BE IN WRITING BECAUSE FROM MY EXPERIENCE WELLS FARGO EMPLOYEES DO NOT TELL THE TRUTH. DID YOU READ THAT OR YOU DID NOT? I AM FILING MY COMPLAINTS AGAIN BECAUSE OF THE MISLEADING STATEMENTS IN THE RESPONSE AND BECAUSE YOU DID NOT PROVIDE A SOLUTION FOR MY ISSUE AND YOU DID NOT ANSWER MY QUESTIONS REGARDING ABOUT THE BRANCH MANAGERS BEHAVIOR. NOTICE : NO PHONE CALLS ARE ACCEPTED ALL RESPONSES MUST BE IN WRITING EMAILS OR MAIL BECAUSE IN MY EXPERIENCE, THE WELLS FARGO EMPLOYEES DO NOT TELL THE TRUTH

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation