Consumer complaint received 2018-04-12
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
After reading the plethora of serious allegations levied against Wells Fargo, including the most recent lawsuit and pursuant settlement, I noticed that I had not received any communications from " my bank '' cautionary in nature or providing guidelines to protect their customers personal information. I decided to be proactive because rebounding from identity theft is a long and arduous journey. 

In order to be proactive, sometime aroundXX/XX/XXXX, I submitted my information to be evaluated by XXXX Dark-Web Scan and the result was a positive hit -- that indeed my personal and confidential information had been compromised. 

On XX/XX/XXXX, I notified Wells Fargo of the breach. In return, Wells Fargo immediately closed my checking account for potential I.D . Theft. 

During the conversation on XX/XX/XXXX, I made Wells Fargo keenly aware that an important payment from XXXX XXXX XXXX in the amount of {$2.00}, XXXX needed to be processed as the Tele-Check was issued on XX/XX/XXXX and it could not be recalled. I was assured that this request would be honored. 

On XX/XX/XXXX, XXXX XXXX XXXX presented the Tele-Check to Wells Fargo to be charged against my " old '' checking account. The item was returned to XXXX XXXX by Wells Fargo without providing any reason or rationale. 

XXXX XXXX XXXX presented the Tele-check again onXX/XX/XXXX but this time, it was redirected to my new account - which was open and proceeds available to process the item. Once again, Wells Fargo returned the item to XXXX XXXX XXXX, without providing an explanation. 

OnXX/XX/XXXX my XX/XX/XXXX XXXX XXXX was repossessed by XXXX XXXX XXXX and I was found to be in default on my loan. 

Wells Fargo never advised me that the TeleCheck has been returned - after I asked for it be processed. OnXX/XX/XXXX, I contacted Wells Fargo to ask why I was not notified that Wells Fargo had not processed the payment. As of this date, I have not received any notification from Wells Fargo regarding this payment. On Saturday,XX/XX/XXXX, I contacted Wells Fargo in total disbelief because this transaction was not reflected on My Wells Fargo Online Banking, there were no alerts or messages regarding this matter. 

From XX/XX/XXXX, to the present, I have spoken with at least 11 Customer Services representatives, had the matter escalated to the " Executive Office '' for resolution and of this writing, I have not been provided with the transaction history regarding this matter. I was actually told today, by " XXXX '' that I was not entitled to a copy of the record on matter involving my account and because Wells Fargo failed to notify me of the status of this matter and failed to inform XXXX XXXX XXXX as to the reason for the return, I am currently without transportation and absolutely no idea why Wells Fargo once again, failed to communicate with its customer. 

I have literally exhausted all avenues of communication and after I was told on Monday, XX/XX/XXXX by XXXX XXXX XXXX, Customer Care Executive Office after he reviewed my account, noted that the original customer service representative did not complete the requisite " screen '' -- this matter could be resolved within one business day by issuing an apology letter reiterating that " it was not my fault '' that this item was returned. 

Today, I was told by " XXXX '' who I spoke with because XXXX was not available and XXXX was not at her desk and XXXX is not authorized to speak on this matter after XXXX, transferred me to XXXX, that an apology would take up to 15-30 business days. I asked " XXXX '' do you understand the gravity of this matter or as it that Wells Fargo has realized that it breached a fiduciary duty by failing to satisfy this debt and moreover, I was never notified to cure the matter, I their action has caused a default on my loan and the repossession of my means of transportation. 

Ironically enough, I emailed the CEO and CFO of XXXX XXXX on XX/XX/XXXX, and within 4 hours, around XXXX - XXXX had assigned XXXX XXXX XXXX follow up on this matter. Yes, the top executives of XXXX responded as a result of my email. 

Wells Fargo has insulated themselves to such a degree, I have not been able to get pass the third-string to have this very serious matter resolved. 

I reject the notion, that I am not entitled to receive the transaction history regarding this item. It is because of the lack of information sharing that Wells Fargo intentionally failed to satisfy this debt, failed to notify the account holder and failed to notify XXXX, as to the reason for the return, not once but twice. 

I am asking the CFPB to take a thorough and comprehensive look into this matter as I have been harmed financially and I can only imagine the damage to my credit score.

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 non-monetary relief