Consumer complaint received 2021-05-11
Company: WELLS FARGO & COMPANY
State: MS
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
On XX/XX/2021 I received two pieces of mail from Wells Fargo Bank. The first piece of mail was a debit card with instructions to activate my new card. The second piece of mail was a letter confirming my overdraft protection for my checking account via my savings account. 

Assuming all of this was fraud, I XXXX the phone number for Wells Fargo Bank and called it ( XXXX ) instead of the card activation phone number. After battling the phone system for several minutes in order to speak to a person, I finally reached XXXX. I explained the mail I had received in the mail. XXXX requested my information, which I hesitantly provided and he verified. XXXX informed me that he had found the accounts in their system and that he would be transferring me to another person for escalation. 

I was transferred to XXXX. XXXX repeated to me the reason for my call, took some additional notes and told me that someone from the fraud department would contact me within two business days. XXXX gave me a direct number for the Identity Theft Department XXXX XXXX XXXX, a case number XXXX, and recommended that I check my credit bureaus for any other suspicious activity and to report this to the credit bureaus ; which I did. I found an inquiry on XXXX on XX/XX/XXXX from WFB XXXX I also placed freezes on all three bureaus. 

On the third business day, I used the number XXXX had given me and called to inquire about the status of the case. I spoke to a person outside of the US and she placed me on hold while she contacted the fraud department. She returned to the line a few minutes later and explained the case had been transferred to the online fraud department and that I would get a letter within ten business days. She provided me another phone number for the online fraud department ( XXXX ). 

On XX/XX/2021, I got a large envelope from Wells Fargo Bank. Inside was a generic letter about being a potential identity theft victim and what steps to take to protect myself with the credit bureaus. 

I called Wells Fargo Banks online fraud department number that I had been given on my third call to them for an update and to confirm this was not the letter I should receive about the investigation. I spoke to XXXX. XXXX stated that there were no updates to the case was ongoing that I may get another letter stating that the accounts had been closed. 

Today marks fourteen calendar days and ten business days since I received the two pieces of mail. I have no further information about the accounts, how they were opened, how they were verified, etc. Further, I have no idea if this was isolated or if I am, indeed, a victim of Identity Theft. 

I find it incredibly troubling that Wells Fargo Bank has not contacted me about the situation other than the generic letter considering their past issue with opening accounts without consumers knowledge. I find it difficult to understand why Wells Fargo Bank would not give me any information over the phone once I accurately and clearly verified my personal information for them. ( I was told I could go to one of their branches with a government issued picture id if I wanted more information. I live at least 100 miles away from the nearest Wells Fargo Bank. ) As a consumer, I find this to be a deplorable way to do business and to assist potential innocent victims of identity theft. Not only do I not know, for sure, when and how the accounts were opened, I do not know for sure that I was a victim of Identity theft of the victim of a companys sales campaigns gone awry, again. 

I consider Wells Fargo Bank negligent in this matter. Therefore, please consider this letter my formal complaint letter to the bank, the CFPB, and the Office of the Comptroller of Currency. Banks, large and small, and branches of the United States Government have a fiduciary responsibility to protect consumers. It is clear that Wells Fargo Bank has not upheld their responsibility in this matter. Hopefully by writing this letter, I can increase the awareness to all three parties that the most important thing that a bank can do in a situation like this is communicate with the consumer so that the consumer can actively take steps to mitigate the potential theft and protect themselves quickly. 

Opening a case and sending a generic letter about what to do If you are a potential victim of identity theft is not helping the consumer. The consumer can XXXX those steps. The consumer, again, needs information to protect themselves. Aristotle 's Nicomachean Ethics laid the ground work for the five basic steps to problem solving Who, What, Why, Where, and When. I have none of those answers ; therefore, I can not protect myself.

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 non-monetary relief