Consumer complaint received 2018-07-22
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
Wells Fargo a few months back opened up an investigation with the ITO Department. ( Identity Theft Operations ) This department proceeded to forward the case to the Online Fraud Department. The Online Fraud department reviewed my Identity Theft Affidavit and all other documentation i have provided proving fraud. The Online Fraud Department mailed me a completed letter stating the case was closed and that it was determined i would not be held liable for these accounts. These Accounts were just now removed from XXXX XXXX XXXX after contacting them myself. Additionally XXXX XXXX contacted me by phone, she asked if i have ever had a Direct Deposit from XXXX XXXX. As this was a deposit in the Checking account. I advised XXXX that i did not. I have not ever received benefit from any Brokerage, Checking account or Savings account with Wells Fargo. These accounts were opened with my information after my Identification was stolen. I never received any letters from these accounts as my mail had also been forwarded. Also my Emails were hijacked. I had to get XXXX mail to unlock my email addresses. I also had to have The U.S. Postal service forward my mail back to my correct address. Wells Fargo states they removed all the negative internally reporting information against me. This is a lie. I was also advised from the Online Fraud Claims Assistance Center, that if i ever wanted to actually open my own checking account with Wells Fargo in the future i could do so. As i am not liable for the unauthorized accounts opened in my name. I have saved all of the documentation i have received as of late. Additionally Wells Fargo also blamed me for a secured card i never opened nor received. I had to actually Call in to Wells Fargo to ask for a Copy of the card that i never received as my mail was forwarded. Wells Fargo issued me a new card and i actually had to go into a branch to get online access. The Online Access was created from the Banking Center manager in XXXX. I was able to login and make two payments, and then the Wells Fargo credit card was closed. Wells Fargo stated that i requested the card to be closed? Which i did not. I had only requested this be done before as i never opened the card in the first place. Lastly Wells Fargo continues to provide very confusing and incorrect terms and conditions. Not only did they attempt to report a Brokerage Account i never opened to XXXX. They stated they removed this account. I have since had XXXX block this because this account is also fraudulent. In Wells Fargo latest response they advise me that the checking account was mine. EVEN Though it's already been proven it's not. Therefore Wells Fargo is now trying to change their response and lie. They are attempting to Accuse me at this point, which is totally absurd. No resolution has been provided and they do not provide a clear response as they already told me all of the internal negative reporting was deleted about me. Yet now they stated no deposit account is to be opened, after they sent a letter stating that due to the fraud my name was cleared and that i COULD open an account. So the responses are coming back and forth mixed.

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