Consumer complaint received 2023-04-14
Company: WELLS FARGO & COMPANY
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I am a victim of fraud. I have filed a complaint with the FTC. Wells Fargo has been unresponsive to correct my credit report. On the evening of XX/XX/XXXX, a thief used my Wells Fargo credit card to make two online purchases with XXXX and XXXX. He then turned off my credit card and verbally changed my mailing address to an address in XXXX, CA by calling into Wells Fargo, providing my authentication information associated with this card. The morning of XX/XX/XXXX, I called Wells Fargo card fraud department, reported the unauthorized charges, filed a fraud complaint, canceled my credit card and ordered a new credit card. On XX/XX/XXXX, the thief applied for a new credit card with XXXX XXXXXXXX XXXX  using my social security number and other personal information. XX/XX/XXXX I was alerted by an email from XXXX on this new card application. It also appeared on my credit report. XX/XX/XXXX I filed a police report, case # XXXX, with local XXXX police department XXXX Also, I placed a Security Freeze and Fraud Alert with all three Credit Bureaus, and disputed the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CA address on my credit report and new credit inquiry. XXXX told me that in order to remove the address from my credit report, that information had to be removed and reported by Wells Fargo. Although, they marked it as fraud, they could not remove it from my credit report. XXXX I spoke to 2 different agents at Wells Fargo requesting the address be removed from my account. They stated they couldn't update my address to my current, correct address nor remove the fraudulent address on my account. They said they would send on my request to someone who could. Also on XXXX I called XXXX XXXX and placed a fraud alert on the new inquiry and request for an XXXX credit card. They denied the new credit card application, flagged the request as fraud, and sent a letter to the credit bureaus. The same day, I received a call from Wells Fargo Assault Dept. They said they updated my account with my current, correct mailing address, but couldn't remove the fraudulent address. I also opened a fraud case, case # XXXX, with the Federal Trade Commission. XX/XX/XXXX my XXXX account was hacked. My friend reported the new friend request as a fraud and I changed my password. XX/XX/XXXX I filed a fraud report with Social Security. XX/XX/XXXX I noticed the fraudulent address is still on my credit report. I called Wells Fargo card fraud department. They said in order to remove the address, I need to fax a letter with the following information to XXXX but could not confirm it was a secure fax # and suggested I go to a local Wells Fargo branch and use their fax machine. They requested, my name, current address, contact phone #, credit card #, SS #, date of birth, copy of credit report, along with a clear and concise statement of what is being disputed. I told them I was not comfortable faxing this information as it was not secured receipt. They did provide a fraud case # 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