Consumer complaint received 2022-12-21
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
on XX/XX/2022 I XXXX XXXX XXXX filed a claim with Wells Fargo for unauthorized charges discovered on my account after my debit card and ID was discovered missing. I was provided with a claim reference # XXXX and was informed that since charges was still pending & have not posted to my account the temporary credit could take a few days to account for all charges. On XX/XX/2022 I contacted Wells Fargo to discuss my current claim as the charges had posted as well as an existing claim that was decided unfavorably claim Reference # XXXX. My contact attempts were unsuccessful as I was hung up on by an associate with no call back and transferred several times before I was able to speak to someone to resolve my issue. I explained to the representative for my previous I had submitted supporting documentation to back my claim via the email address that was provided on the notification letter and resent the email to have my claim re-reviewed. I was highly disappointed with the poor level of customer service I received on this day, and I express that in an automatic survey that was sent via email by Wells Fargo. I completed the survey and a received a call a day or 2 later from a Wells Fargo representative to discuss my dissatisfaction with the service i received. A week later I received a phone call from a Wells Fargo representative that my accounts were being closed due to too many claims being filed. I inquired what was going to happen to my current claims and if there was any way to avoid my accounts being closed i explained that I have been a customer for over 20 years and all my financial arrangements are primarily managed through this account. I was informed there was nothing further that can be done it was a business decision, and the call ended. A few days later my daughter contacted me and stated that Wells Fargo contacted her and explained that they were closing her student checking account because it's associated with my accounts that are closing and disclosed to my daughter without my authorized permission that I had filed too many complaints on my primary checking account and that's why they were closing my accounts. They further stated that she could open a new account under her name. Over the next few weeks Wells Fargo reversed 2 provisional credits to my account 1 ) dated for XX/XX/2022 in the amount of {$820.00} and the other dated for XX/XX/2022 in the amount of {$1500.00}. Since filing a customer service complaint with the company Wells Fargo has violated my personal rights and financial protection as a consumer by the following acts : 2 of my claims associated with the service complaint have been denied even after providing valid documentation that my debit card and ID was lost as well as additional proof requested that was sent via email for both claims in question. They have violated my privacy rights by disclosing my personal financial information to an unauthorized person that is not listed on my primary checking account, they have decided to close my account due to too many claims being filed but extended the option for my daughter to open a separate account who has filed more many claims than me additionally, the investigators responsible for my claims have not done their due diligence in fully investigating my claims and the facts there of. This is an act of retaliation, and I would like for this to be investigated.

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