Consumer complaint received 2022-10-17
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2022 I was told that my case was being escalated to the highest tier and that I would have an answer by XX/XX/2022. On XX/XX/2022 I was emailed that they needed more time to research the matter and that I would hear something back on XX/XX/2022. On XX/XX/2022 I received yet another email telling me the same thing. They need more time to " research '' and that I would hear back by XX/XX/2022. This goes to show that wells fargo is not taking responsibility for their mistake and is in violation of their own code of ethics. 
Below you will see the recent email that I have sent to wells fargo. In the email that I sent to them I also attached pages from their own code of ethics XX/XX/XXXX and still no response from anyone. Attached you will find pages of your own code of ethics. 
The first attachment labeled wells fargo code of ethics you will see under the customers section, it states that you will respond promptly to complaints and treat all customers in a fair, consistent and responsible manner. 
Which most of the " case specialist '' that I have spoken to have not responded in a prompt manner, the opposite in fact, most " case specialist '' have simply just passed me along to another " case specialist '' instead of handling the situation in a responsible manner. 
It also states that ALL employees must follow this code. This includes officers, as well as directors of wells fargo and company. It states that you wells fargo will also take the appropriate actions in which employees violate this code which can be up to termination. 
The second attachment labeled Code of ethics under the Ethics section, it states that you as wells fargo employees have the responsibility to ALWAYS act with honesty and integrity. 
Here is the definition of honesty : 1. the quality of being honest.

Here is the definition of honest : 1. free of deceit and untruthfulness ; sincere.

Here is the definition of integrity : 1. the quality of being honest and having strong moral principles ; moral uprightness. 

It also states that you earn the trust of wells fargo customers. How are you supposed to earn trust when you have employees that violate your OWN code of ethics? 

The third attachment labeled code of ethics 1 under the accountability section, it states that ALL employees are accountable for complying with the code of ethics. 

It also states that if we ( meaning wells fargo employees ) make mistakes that you will acknowledge them and act to correct them. Also a reminder in this same section stating that those whom violate this code or the referenced policies and guidelines is grounds for corrective action, which may include termination of your employment. Certain actions may also result in legal proceedings, including prosecution for criminal violations. 

Also in this attachment you will see a section titled Leadership. In this section it states that ALL employees are expected to be a leader and that they ( wells fargo employees ) be FAMILIAR and COMPLY with this code ; applicable laws, rules and regulations. 

If ALL employees are expected to be familiar and comply with your code of ethics did they just choose to violate them anyway? 

Neglecting to take the RESPONSIBLE and APPROPRIATE actions sounds like a huge violation of your code of ethics and a mistake that was made by wells fargo employees, not me the customer. 
I have stated that wells fargo made a mistake in neglecting to take the appropriate actions but instead of acknowledging the mistake and acting to correct them I have been passed around from one employee to another over 40 times now. 

I am hoping that you can see why I am frustrated with wells fargo right now. 

This has been a fight that I have been fighting for well over 18 months now, I have pointed out on numerous occasions in which employees have violated your OWN code of ethics and has taken a toll on me both physically and mentally. 
The supposed department that my case is now in is supposed to be the highest level of escalation, yet I still haven't gotten any response to the questions that I have asked nor any resolution to my case. Again I have pointed out on numerous occasions the violations that you ( wells fargo ) have done. How am I supposed to trust wells fargo when I have been treated so poorly? Yet your code of ethics states that you earn a customers trust with honesty and integrity? How so? Am I the only customer that you have treated poorly? I really doubt that. 

As I have stated in NUMEROUS emails previously I'm sure you want this matter resolved just as much as I do. I have expressed my concerns and issues with the 18 month fight that I have had and I have also stated how much this has taken a toll on me both physically and mentally. 

I have asked for compensation that I do believe is fair considering that I have been passed around to over 40 plus " case specialist " whom have violated your OWN code of ethics. I have stated my case and have asked questions that wells fargo can not seem to answer. Enough is enough. 

Compensate me for my time that I have spent emailing and speaking with representatives on the phone over the past 18 months along with all of the stress and frustration that was added on your part. Then and only then will I consider this matter finally closed.

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