Consumer complaint received 2018-08-04
Company: WELLS FARGO & COMPANY
State: ME
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
I have requested, on numerous occasions, to have my credit card accounts closed. I have done everything Wells Fargo has asked and they still refuse to close the accounts that have fraudulent activity and they've not credited my account fully for the reported fraudulent activities. 

On XX/XX/XXXX I woke to find fraudulent charges on my account ending in XXXX. The first email stated that a XXXX XXXX added my card to their pay app. This email was received at XXXX XXXX. The code was supposed to be verified by my phone number ending in XXXX. It wasnt verified because I was sleeping. I then received another email at XXXX XXXX stating that the card was successfully added to XXXX XXXX XXXX. I received another email at XXXX XXXX that my phone number had been changed. At XXXX XXXX I received another email stating my email address had been updated with a new address. When I awoke and saw these messages, I immediately called Wells Fargo. It was XXXX XXXX eastern standard time. I was told that the card would be closed and a new card would be issued. After I made the phone call, I changed my information on the Wells Fargo online access and changed my account password. I even added 2 step verification. I am no longer able to get into my own account without getting a text code sent to my cell ending in XXXX. Additionally, I filed a police report. 

There were charges in the amount of approximately {$670.00}. These charges were all completed in XXXX CA to XXXX and XXXX store XXXX. A charge made at a later time at a XXXX in MN was declined. The fraudulent information put onto my account included an email and phone number - XXXX ( XXXX ) XXXX 


On XX/XX/XXXX at XXXX XXXX, I received a voice text stating that there was suspicious activity on card ending in XXXX. I didnt understand as I didnt have a card with those digits. I called Wells Fargo and was told that my account ending XXXX was still open and that I must have received the replacement card ending in XXXX because charges had been placed on that account as well. I responded that that was impossible given this card was issued just yesterday ( XX/XX/XXXX ) when I noticed fraudulent activity and hadn't even been mailed. I did not have the card and I wanted the account closed. I was told that the account would not be closed. I stated that I wanted all accounts closed and that those charges were fraudulent. I didnt even know what the new card number was until that phone call, and I only knew the last 4 digits. I was denied a closure on my accounts until I went to a bank. Since the closest Wells Fargo is in CT or NY, I was told I could go to a non Wells Fargo Bank. A restriction was placed on the card. 

On XX/XX/XXXX I went to my local bank, XXXX XXXX XXXX XXXX  at XXXX XXXX XXXX in XXXX Maine. A very nice associate, XXXX XXXX, assisted me. I was verified, the bank was verified and I was told that account ending in XXXX was closed. When I asked about closing account ending in XXXX, Wells Fargo said it didn't exist and that the phone message I received was a phishing message. Meanwhile, while I was at the bank, another charge came through account ending in XXXX, but was declined. 

On XX/XX/XXXX, I received an email stating that my new card ending in XXXX was in the mail. I immediately called Wells Fargo. Given that I had received a phone message earlier that there was suspicious activity, was told by Wells Fargo that this card didn't exist, and was told by Wells Fargo that their number was a phishing scam, I demanded the account be closed and the fraudulent charges be taken care of. I was again told I needed to go to a bank, even a non Wells Fargo bank to be verified and have it closed. Meanwhile, because Wells Fargo refused to close the account, more charges came in. My information was again being changed online through the Wells Fargo site, even after changing my password and adding 2 step verification. I received an email at XXXX XXXX   stating that my number had been changed and all of my security alerts had been deleted. I again went in, changed my password again and reinstated my current information. I attempted to reinstate my security alerts, but received a message from Wells Fargo stating that wasnt possible. 

These charges are fraudulent. 
XXXX XXXX XXXX ( XXXX, CA ) {$250.00} XXXX XXXX XXXX ( XXXX, CA ) {$53.00} XXXX XXXX XXXX ( XXXX, CA ) {$120.00} Fraudulent information placed on my card profile included : ( XXXX ) XXXX ( a disconnected number ) Security alerts removed. 

On XX/XX/XXXX I returned to The XXXX XXXX XXXX and was assisted by XXXX XXXX. After two hours of being transferred, put on hold, or told wed receive a call back, we were told NO. Wells Fargo was unwilling to close the account, refused to accept my verification, and stated I needed to go to a different bank. I again returned to the police station, and reached out to the XXXX and the AG and now have reached out to you. 

Friday XX/XX/XXXX, I received a new card in mail ( XXXX ), the card Wells Fargo earlier said didn't exist, earlier said it was a phishing scam, and earlier refused to cancel. The fraudulent charges are still present on my card. They have not yet been removed. All these charges were made in CA. 

I made my last payment today and Wells Fargo will receive this XX/XX/XXXX. What I owe Wells Fargo is {$0.00}. It was an electronic payment from my bank to theirs. The balance I owed was {$540.00}. I paid it in full. I have been desperately trying to get these fraudulent accounts shut down and those fraudulent transactions removed fully. Wells Fargo has denied this every step of the way. Because the hack included the email associated with the account and because Wells Fargo has willing allowed access to my account despite the 2 step verification and extra security measures I have taken, I will not release to them my new email. They only have my cell for which to contact me. I have communicated with Wells Fargo almost daily to no avail.

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