Consumer complaint received 2019-11-18
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Ref # XXXX I received a letter from the OCC stating that the CFPB has jurisdiction over my situation with Wells Fargo Bank. From what I have read, WF hasn't complied with Regulation E and in fact, has several violations. It states online regarding Error resolution processes, that WF had a maximum of 90 days to complete their investigation regarding my fraud claim. If they needed more than twenty days, I was supposed to have been issued provisional credit. It also states that they were not supposed to have closed my account, nor threatened me with credit reporting agencies. It also states that I should have been given notice about the status of the investigation. It has now been an astonishing six months since I first contacted Wells Fargo and reported this problem. The fraud department froze my online account access in late XXXX or early XXXX ; therefore I assume they had my information then. I also hand delivered proof of my allegations to the WF personnel in Branch and the manager of that branch ( XXXX, XXXX ) printed out my statements and he and I went over the transactions in dispute in detail. I also showed him the evidence I had of the fraud. I called the CFPB and asked them who enforces Regulation E after I received the letter from the OCC stating that they had closed my claim, citing that my situation is one which involves Reg E, and asked the woman I spoke with by telephone who enforces it, but she said she couldn't tell me. I feel as though I am being treated unfairly, and Wells Fargo 's answer both times they've responded to the complaints was that they needed additional information ; information that I had already given the branch manager in person, a decision maker by phone, the basic situation was explained also to the rep who froze my online account access prior to the request. The last one requested I provide the information in writing to the address listed. I have since complied with the request from Wells Fargo. Notwithstanding the effort I have put forth trying to assist in validating my allegations, or the financial toll that this has burdened me with ; I have been very patient. I have had to absorb this loss while simultaneously trying to recover from being XXXX XXXX, then ambushed and presumably XXXX XXXX  six days later ; finding out that the person I had been involved with was making XXXX  videos of my XXXX  for profit ; being displaced from my residence ; and trying all the while to spark the interest of police personnel to provide me with the protections that I assumed were my right as a US citizen ; alas, I have yet to even smell justice. This situation is especially egregious because the people I believe are responsible for stealing my money did so with malice and by using methods of extreme harm which I am still trying to sort out ; however that is difficult to do without counseling, and the lack of funding on my part is a big part of the problem. I hope that this matter is also further explored by the CFPB for Regulation E violations.

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