Consumer complaint received 2017-06-21
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Being treated poorly as a customer with Wells Fargo Bank.
I have been with Wells Fargo, for a little over a year now. During this time period my identity was stolen and claims were filed not on my behalf online. Well due to these Claims Wells Fargo originally decided over two months ago that they would close my accounts.
Giving the reason of " Excessive claims '' and then telling me the claims department recommended a review and recommended them close my accounts. After speaking with both the claims department and, prevention loss department. The Prevention loss department determined to keep my accounts as i was not the one who filed the claims. Then several weeks later, The same thing occurs. Once again they re reviewed my accounts and determined to retain the relationship. In the mean time i went to use my debit card to make a purchase and realized my debit card had been closed. I called customer support and was advised to go ahead and go into a branch and get a new card open. I did this over 6 times, With each card being closed within a week. Wells Fargo then makes a third attempt at closing my accounts out sending me notices, and i call once again and they determine that i did not file these claims. Then the representative calls over to the fraud prevention department and has my debit card turned back on, and explained to the rep that i did not misuse my debit card. I was also advised at the time, that as long as no further claims were filed my account would be monitored and kept open. If any further claims were filed it would be closed. No further claims were filed. I receive a letter in the mail, its in regards to a claim. I call the number on the letter to ask them what transactions was this in regards to. The letter advised if you have any questions to call. I did not try to file ANY NEW CLAIMS 0. Since my card was reopened. The rep then tells me she does n't have to give me that information. Then advises top please hold. Once being on hold i am then transferred to a person named XXXX ( Relations Department of the Claims Assistance center ) XXXX then advises me hes going to go ahead and close my debit card, I advised him that this decision to revoke my privileges was already over turned last week, and asked him why my debit card was being closed. I was then told because he can and it should n't have ever been re opened. I advised him the fraud department determined i did NOT misuse my card and decided to keep it open. He says he did n't care what that department said, and did n't care what my questions were. I then asked to speak to a supervisor and he told me he does n't have one. He then proceeds to hang up on me. All of this over a letter, about a claim and all i wanted was information. The next day i find out after filing a complaint on this XXXX. That my accounts are set to Close once again, And when i call to ask why. I am told due to Excessive claims again, even though it was already determined it was not from me. I advised them to check their notes last week, and the agent starts getting irate and says no. This decision is final.

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