Consumer complaint received 2023-11-29
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I contacted Wells Fargo regards the account I have with them. Wells Fargo informed me they will closed all my account because of the unusual activities as another person tried to deposit the fradulent check into my bank account without my knowledge. On Friday XXXX XXXX, 2023 I received the called from Wells Fargo informed all my Wells Fargo account are processing in closing because of fradulent check. I was surprise because I did not deposit all of the check this day. I informed Wells Fargo the check deposit into my saving account is not made by me but made from someone else. I went to the bank next day to resolve it, the banker called the Prevention & loss team hotline, they explained to me and the banker that we have XXXX options : First provide the physical check, another option is filed police report and dispute the activities. 
Then, I chose the XXXX option which disputing the activities over the phone with the banker assisted me while seating in his office. The dispute has already been claim on that day and they informed me if the decision is on my favor, it's mean I am not responsible to that activities and they are able to reopened my account. 
I also reported the fraudulent criminal to police department as well as identity.gov website and fax all of requirement documentation to the Prevention and loss team fax number as the representative provide to me, the fax number is : XXXX. It was succesfully faxed on XX/XX/2023. 
I called the Prevention and loss team everday as well as Wells Fargo online claim as well and they are informed me the same things with my claim is under processing and I will have the decision on XXXX business days which is XX/XX/2023. I received the mail froom XXXX informed the claim has been completed and the decision is I am not responsible for that incident and they clear it on my saving account. I then contacted the Prevention and loss team on XX/XX/2023, I spoke with XXXX representative and they informed even the decision is on my side they are not able to reopen the account to me. I then request to speak with the upper management, the rep informed me I have to wait XXXX hrs for called back. 
On XX/XX/2023, at XXXX XXXX I received the call from Wells Fargo Upper Management to discuss about the decision, I explained my situation and she said it's my responsible and Wells Fargo will not reopened the account even I provided all requirement documentation. I informed her I fax all documents to Wells-Fargo prevention and loss team and she informed me her department did not received any documents from my end even on XX/XX/2023, the XXXX representative I spoke informed me they have received documentation from my fax number ( XXXX ), after I informed her that information she was soo rude and informed me her department never received any documents fax to her department. I then asked for the fax number to resend it and she denied to give me the fax number without any reason.

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