Consumer complaint received 2019-11-26
Company: WELLS FARGO & COMPANY
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
I was threatened and harassed to believing I signed for a debt/account that i never did. When requested to send the documentation they never sent it to me until I paid the debt, the communication was then sent to a WF branch manager even though I've been asking for it for almost a year now. He then provided me the " acceptance letter '' My name is XXXX XXXX, Ive worked for XXXX  XXXX XXXX for 16 years. Wells was my primary financial institution, mortgage company and a company that I trusted until I was called, threatened and bullied to pay a debt I was told I signed to be a guarantor for my fathers Small Business credit card 9 years ago. 

When I first called wells in XXXX of last year regarding a collection notice that was mailed to a incorrect address, I was told by the company it was an error and to disregard the notice. Then in XXXX I received another notice sent to ( XXXX XXXX XXXX my fathers old address ) calling again I was told I signed a document and was a guarantor. To my surprise why would I be a guarantor on a company I do not own. I asked for the signed document to be emailed and mailed to my address which I provided and Wells should have on file since they retained my mortgage and primary checking account. I was also told by a WF associate this happens all the time and to provide proof that the LLC was under my fathers name and a letter to explain the situation. My father and I both signed the document and sent it in. I called again and provided my address again this year to receive the signed document and it was sent to my fathers address, unsure why when Ive repeatedly provided the correct address. I still had no proof. Another threatening letter advising my a lawyer would get involved and collections advised they would come after my assets and my father advised he will file BK and not pay, in a panic I called and tried to do the right thing even though I still had no proof. Yes I do remember signing something 10+ years ago but it was NEVER to acquire a debt for a company that was not mine, i was in distress as my future, my career, my home, my car could all be taken away because of this debt. What i now remember signing is the title of my vehicle since I paid of my car that was under my fathers name. Direct deposits can be confirmed in my Wells Fargo checking account and so can my signature since Ive banked with them for so long. My conversation from the first associate in XX/XX/XXXX should be heard as i was in complete shock to find out i had a debt that i never knew of. Under the amount of stress i was under i agreed to settle the debt and paid from my WF checking account. XXXX at the branch in XXXX has been the only WF associate to show me empathy and also try to help me. He requested the letter of acceptance and it was sent to him within about a week. To my surprise after I paid the debt, I went to the branch to pick up this letter and saw the signed document ( that was signed in a financial center with a financial center manager ) that I was repeatedly threatened with and started to believe i signed was in fact NOT my writing/signature. After i called back collections associates advised the debt was mine, i had to file a police report, " allegedly '' didn't sign, they could pull the video of the day it was signed and i said i hope you do because this is unfair. I was harassed, bullied by multiple associates into believing i accepted responsibility for an account that i never did. 

Because of XXXX the manager in collections along with the other reps that have treated me poorly and not willing to help, along with the countless hours Ive spent trying to resolve this issue and no resolution or even a apology, decided to close all of my accounts. Ive called the complaints dept to investigate my issue which they advised Im responsible for the debt even though my signature is not in fact my signature on the letter of acceptance because " I verbally said I signed something 9 years after the fact ''. There was no investigation completed. The letter of acceptance was signed in a branch in front of a branch manager where I wasnt even present. They advised I needed to fill out a fraud packet on XX/XX/XXXX, I have yet to receive that packet. Ive called collections XXXX XXXX three times and Ive left two messages XX/XX/XXXX, XX/XX/XXXX because I wanted to provide the proof of settlement that I have to call and request! Yet I havent received the proof or even a call back. She advised I needed to file a report with the police. The police advised I would need to handle this with WF. 

Im appalled that this is how WF treats their long time customers. Along with how can WF associates allow signatures of people ( guarantors ) not present when accepting a debt, i now understand why the WF associate meant by this happens all the time. Opening an account looks great for numbers but they don't care who is liable for paying this debt back, checks should be in place so this doesn't happen to other people. Im requesting a refund in the amount that I paid {$4100.00}. This has caused a large amount of stress and anxiety, I look forward to receiving a resolution without having to involve a lawyer.

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