Consumer complaint received 2017-05-10
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
To Whom  It May C oncern : In mid  XXXX   XXXX , I was made aware of an account that was reporting to   XXXX   XXXX   XXXX   for a checking account  with Wells Fargo Bank ( Accoun t #  XXXX  ) ; date that is showing on the   XXXX   XXXX   XXXX   report is  XXXX   XXXX . I was extremely upset and completely shocked to find out about this account being against my character and good name. I immediately contacted this compa ny (   XXXX   XXXX   XXXX   ) and  they instructed me to file a dispute to which they would file upon my behalf. After submitting the written dispute document and several personal documents as well as other pertinent details, the dispute was filed on  XXXX   XXXX ,  XXXX .     In my dispute letter which will be attached to this complaint, I respectfully requested that I was exercising my legal right under the FCRA ( Fair Credit Reporting Act ) to have this account fully investigated with factual and verifiable facts as I had no idea of this account being placed with this compan y by Wells Fargo Ba nk.     Shortly thereafter I contac ted Wells Fargo via phone with their customer service department. After numerous transfers to one department to another, several conversations and total time of 2.27 ( 2 hours and 27 minutes  of phone conversation ), ; the rep verbally told me that there were nothing showing up under my personal information and to wait until I receive the dispute back to go any further.     Hurt and confused, I waited anxiously until I heard back from  XXXX   XXXX   XXXX . Letter from  XXXX  was dated  XXXX   XXXX ,  XXXX  ( see attached lette r ) T he letter was very vague at best and it stated that " the information confirms that the information in your file is accurate and complete as of the date it was furnished to our database ''. There was no information from  Wells Fargo  or  XXXX   XXXX  Services on how it was disputed such as : Who they spoke too? What personal information do they have of mine insuring it belonged to me? Was this account showing accurate on the date in question? Was my signature on any documents? What was the account closed for? Why was I never notified regarding this account? Several other questions WAS NOT ANSWERED! Not documents were from  Wells Fargo s howing this account. No documents were attached to this super vague letter results letter.     So again I contact  XXXX  to ask about the above questions and was given even more vague answers. They would NOT PROVIDE ME ANY DOCUMENTS ON HOW THEY VERIFIED THS WI TH WELLS FARGO BAN K. I spoke to several reps at this company including an supervisor to no avail! They just instructed me to submit an " rebuttal statement '' and they will attach it to my file. I was furious and not going to accept this.     Since I had already contacted  Wells Fargo via telephone, I decided to go IN PERSON to my local branch to discuss this with either a customer service banker or Branch Manger. I just wanted this settled a nd taken care of immediately.     I went into the branch and spoke to a CSSR   XXXX   XXXX   (  XXXX , NC  branch ) and  after showing her my personal documents such as Drivers License and Social Security Number card, I told her what I was going through. After verifying who I was, she looked over my documents as to see where to start with my issue. She used my personal information to find me in their system and COULD NOT FIND ME IN  THIER DATA BASE. S he then used my other personal documents that I PROVIDED AND OFFERED TO HER WITHOUT QUESTION. After several attempts of trying to locate me, she did find an old IRA w ith Wells Fargo bu t nothing was showing under that account.     She contacted several departments trying to locate me and after she was transferred, placed on hold, and starting questioning the legitimacy of this account. After all is was supposed to be in  XXXX  OVER 5 YEARS AGO.     One department she was transferred to did finally find this account with account stated above. The department head discussed with us this was an old account back in  XXXX  and they were I QUOTE THIS " not actively pursuing this account due to the length of time frame that had expired ''. That did n't make sense to me. If they were n't actively pursuing me for this erroneous account, then why would they place this account with  XXXX   XXXX   XXXX . This account was an old account that was closed by me. No further contact was given to me that anything was an issue with this account.     Now after almost another couple of hours with the  CSSR at Wells Fargo, I was   instructed to contact the next day as to " awake this account '' and an telephone contact number to use. The very next morning I contacted this department with the information that was given to me that previous day. After several attempts of different departments, I finally got to a customer rep who stated the very same statement to me as was given to us ( myself and the CSSR ) quote- 'we are not actively pursing this account due to the length of time that had expired '' and " that this account was closed ''.   So again I was instructed to contact  XXXX  and/or go back to the branch to discuss this further.     I am now at my wits end and so frustrated that I have been given the run around for a 5 YEAR CLOSED ACCOUNT from  Wells Fargo bank and nothing can be done. Now I ask : *Why cant this account just be  deleted off  XXXX  via  Wells Fargo Bank by  contacting   XXXX   and demanding the removal?     *Why was I never notified that there was any issue regarding this old closed account?      *If Wells Fargo is n't activ ely pursi ng this 5 YEAR OLD closed account, why must my good name and character be punished? Statue of limitations apply to this as necessary.          For the amount of time, energy and frustration I have been going through for almost a month ; this has got to be taken care of.     I do thank you for your time and look forward to your response. If you need anything further please let me know.     Regards-  XXXX   XXXX

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