Consumer complaint received 2018-05-22
Company: WELLS FARGO & COMPANY
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Dear Consumer Financial Protection Bureau, In XX/XX/XXXX/XX/XX/XXXX I started the process of buying my home. I was informed by my loan officer that in order to proceed with my loan, I would have to take person A off of my bank account because I was the sole loan holder. I went to my Financial Intuition XXXX XXXX/XXXX now Wells Fargo and removed person A from my account. Since XX/XX/XXXX/XX/XX/XXXX person A does not have a Debit card or Checks attached to my account. Person A does not make withdrawals, Deposits, or purchases with my account. I have received mail from Wells Fargo with my name only on the mail. On XX/XX/XXXX I received an email saying that my account had a {$0.00} balance and that {$1600.00} had been withdrawn from my checking account. I reached out to the bank to find out what happened. I was informed that this was a legal matter involving the State Marshal, and that I would have to speak to the State Marshal for further information. I called the number that I was given and was informed from a State Marshal representative that this was a debit collected for Person A. I explained that Person A is not on my account. I was given the number for Lawyers Office and informed to have Person A speak to them. Person A spoke with a State Marshal representative and explained that this was not her account nor did she own any funds that were in the account. Person A was informed that we would need to go to the bank and fill out paperwork disputing this collection. I called Wells Fargo and explained to them that Person A should have been taken off my account from XX/XX/XXXX/XX/XX/XXXX when I purchased my home. I informed them that I went down to the XXXX XXXX branch and had her removed from my account. I also informed them that they can look through my account activity, and verify that she has not dealt with my account since said date. I was informed that she did not see where the changes had been made, and that Person A name is still on my online bank statements. I informed her that I dont look at those statements, and if I had, I would have called Wells Fargo wanting to know why her name there. I was told that I would have a better chance to go to the XXXX XXXX Branch and maybe they will own their mistake. I informed the representative that this is a security breach, not only is Person A not supposed to have access to my account, but someone was allowed to take out funds on her behalf. 
I went to the XXXX XXXX Branch and worked with Banker. I explained to Banker the reason why I was in the branch, and all of my concerns. Banker suggested that maybe while XXXX and Wells Fargo merged some paper work might have slipped through the crack. Banker made several phone calls to different departments. The first department informed him that they do not see where I made the account changes. He then called the Legal department and was informed that there was nothing they could do, and that I would have to work with Debt Collector to try to get my money back. I informed Banker that you can see that she has no checks or debit card attached to my account. I also told him that he can look at my account and see that she has not made any deposits or withdrawals on this account since XX/XX/XXXX/XX/XX/XXXX. The only thing that ties her to this account is her name on my online bank statement, which I was just informed is still on there. I also informed Banker that I get mail from Wells Fargo with my name only, and if this is a joint account it should have both names. Banker informed that the funds have not been released to the Debt Collector, but are on hold and that I had 2 weeks to settle this matter before they will be released. 
I left Wells Fargo feeling more confused than when I arrived. I am writing this letter because as an account holder there should have been more done to protect my account. I know that I went to that branch and requested Person A was taken off of that account as my loan officer asked. My account activity will show and prove Person A has not had any connection with my account since XX/XX/XXXX/XX/XX/XXXX. Because my account can prove that Im telling the truth there should be more that Wells Fargo can do for me their customer, other than tell me to work with the Debt Collector for a debt thats not mine. Wells Fargo did not protect me their Customer after they made this mistake, and did not remove Person A from my account as she should have been. I have been a customer with this bank since XX/XX/XXXX when they were XXXX XXXX, and this is the thanks I get for being a loyal customer.

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