Consumer complaint received 2022-03-11
Company: WELLS FARGO & COMPANY
State: OR
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Wells Fargo took {$2000.00} without my knowledge for a debt I do not owe. 

XX/XX/XXXX I received correspondence from Wells Fargo of a debt owed by XXXX XXXX  that they claimed I now had to pay. XXXX XXXX XXXX is my ex husbands production company. 
I interacted w a woman, XXXX XXXX, who claimed that I personally guaranteed a business line of credit for XXXX XXXX. 
I informed XXXX that I havent had anything to do with XXXX since  XXXX, I do not have any recollection of a small business line of credit, and XXXX XXXX my ex husband took all of the debt and assets associated w XXXX in XXXX with our divorce. XXXX and I also went in to a Wells Fargo bank off XXXX XXXX and had help removing me from all XXXX  accounts and responsibilities. We were assured my part in XXXX was done, at least as far as Wells Fargo was concerned. 
XXXX got my updated contact information ; phone number, email and address. XXXX sent me an email with a secured login to a document with one pixelated signature page that looks like my signature as secretary of XXXX XXXX. XXXX assured me she would send all documentation of this delinquent account and the contract she claimed to have to me via overnight XXXX. Documentation never came. 
XXXX and I spoke 2 times that month, and I never had correspondence from her or Wells Fargo again until they took {$22000.00} from my bank account without warning on XX/XX/XXXX. 
I removed myself with XXXX help from all XXXX XXXX accounts back in XXXX before our divorce was finalized. I was told then by Wells Fargo bankers this complete disassociated myself with XXXX XXXX XXXX and made XXXX and his partners able to keep financial holdings from me. 
We legally divorced XXXX of XXXX. Judgement states all assets and debts associated w XXXX are XXXX. 

XXXX {$2000.00} was taken unexpectedly from my personal account on XXXX and I became aware of this withdrawal. The withdrawal was labeled : XXXX XXXX offset. 
It took a while for us to find out who had taken the money from my account, a banker on the XXXX side Wells Fargo in XXXX OR helped get internal information with a phone number to track down the withdrawal. I called a lawyer here in XXXX to get help, but he had left the office for the weekend. I called the police and they told me that this was a civil case and I needed to get legal aid. 

XXXX I went down to the XXXX XXXX Wells Fargo in XXXX XXXX and spoke to the branch manager XXXX XXXX XXXX. She was incredibly helpful and took copies of my divorce documentation judgment. She made a formal complaint to the executive department of Wells Fargo and assured me w that complaint they had to respond. She said she had never seen anything like this done without a judgment before. She assured me she would follow up on Monday first thing. 

XXXX XXXX XXXX did follow up first thing this morning via email. 
XXXX XXXX contacted me, I asked that he call back in 2 hours as I was taking my daughter to a drs appointment. XXXX did call back and we went over some of the details of the withdrawal. 
Spoke with XXXX XXXX for XXXX minutes. He tells me he is XXXX  superior. He said he would send me copies of this contract they claim to have, and statements from the debt they said XXXX XXXX owes them. He claims that I signed a document back in XXXX that personally guarantees a business line of credit for XXXX XXXX 
I have no such knowledge and the only proof they have given me is a pixelated jpg of the last page of a possible contract, but I still have no verification that there was a contract or that I signed it. What I can read from this document they claim I signed is a signature that looks like mine, signed as XXXX XXXX XXXX secretary, a title that I have not held in over 8 years. XXXX XXXX sent this one page pixelated secured email to me back in XXXX of XXXX, and I requested from XXXX then to send me a XXXX of this document. I never heard from anyone at Wells Fargo again about this debt. 
I informed XXXX of all of this, he said he would review the recording of my conversation w XXXX, and get me proof that they have sent me paperwork about this debt. He said that I should have received documentation of the contract and of the debt. He said protocol is usually that someone contacts me w a payment plan or something of the sort before withdrawing funds. I made it very clear that I am in no way hiding and I am very easy to get ahold of. Having been a Wells Fargo account holder for many years, they know where I live and what my phone number is. I also gave all of this information to XXXX back in XXXX of XXXX. 
I notified XXXX that I went into a Wells Fargo bank and removed myself from all accounts with XXXX  back in XXXX ( it was really XXXX ) with my now ex husband XXXX XXXX. I was told I was taken off all of XXXX  accounts, and never made aware of a business line of credit was open, I was assured there was no outstanding accounts or credit lines with my name on them. When I questioned XXXX about the line of credit he denies this line of credit was open, and when he later opened a business line of credit he says his debt with that credit line never exceeded XXXX. 
I asked that my money be out back immediately, telling him this was an illegal transaction. He made it very clear I would not be getting my money back. 

XXXX In an attempt to open a secure email my login information does not work. 3 failed attempts and my account was locked for 30 minutes. 

Tried to call customer support, they left and put me on a silent hold not returning for 26 minutes, I had to leave for an appointment and finally hung up. No one followed up with me after that. 

Called XXXX XXXX and left a message on his personal line about my struggle to see the email. He did not respond. 

Called XXXX again, left a detailed message about my struggle to get into the secure email, and my inability to get help from Wells Fargo help lines. Also requested he send me all the documents my lawyer requested : the contract he says he has, proof of the debt, statements. Also asked that XXXX verify he sent these not only in a secured email, but also by XXXX as he said he would when we spoke Monday. 

XXXX Attempted to reset password, copying the email address from my Wells Fargo contact information. After pushing reset the password conformation page said it would send me a code to my email address, it never sent, I received nothing. Still can not access the secure email. 

Attempted to call XXXX XXXX and left another voicemail letting him know that I am scrambling to get this situation resolved without any help or correspondence from him or anyone else at Wells Fargo. This is now weighing heavily on my health, and I havent slept in days. I am also home w a very sick child and getting her to XXXX XXXX appointments and ultrasound appointments, if I can make these calls he should be able to call me back. My voice is almost gone after the amount of time Ive spent dealing w this issue, I have long XXXX  my doctor expects. 

Called the FDIC and was transferred to consumer finance protection bureau CFPB and told to file a complaint with consumerfinance.gov. They were very helpful. 

XXXX finally called me back and told me he had not send the XXXX, and acted as if I had not requested it on Monday. I told him this is now my 4th attempt to get them to send me documentation of this debt and contract. He argued w me. I reminded him I asked him Monday, on messages Tuesday and this morning, and again right now. All of that plus asking XXXX back in XXXX to XXXX all of these documents. 
He told me how to get into the secure email, he says its not Wells Fargo login, I needed to register in the secure email page. He assured me he would resend the email in a new secured email, as well as send the XXXX ; the contract, a 10 day ____ ( something to do with the debt ), and records of the attempts they made to get in touch w me. I asked that they be sent both XXXX and email. 

Email never came. 

XXXX Called XXXX again left email letting him know how important it is to get this information from him. I told him that this was ruining my life, XXXX may not be a big deal to them, but its literally half of what I had. 

XXXX returned my phone call in the afternoon stating that I had given him the incorrect email. I did not, I was very clear in our last conversation of the correct email, and that it is the same as the one hes used previously. 
Email was received at XXXX and I am unable to open this one as well. I have now registered again for secure email, and reset my password. 

XXXX Called XXXX this morning and got ahold of him about my inability to open the secured email yet again last night. XXXX said he would be available at XXXX PST to talk w a banker here in XXXX and get those documents to us. After hanging up w XXXX I was finally able to open the secured email, the lock on the secured email was finally lifted. 

Sitting here in Wells Fargo bank on XXXX XXXX with XXXX XXXX and XXXX XXXX, a Wells Fargo banker, trying to get any documentation for XXXX XXXX XXXX open line of credit. XXXX has called multiple numbers to get any information w an account number or information. He has not gotten through to anyone that can find statements for the XXXX XXXX  account. XXXX can not even find the account number for this open line of credit. The XXXX paperwork when XXXX and I had me removed from all XXXX XXXX  accounts is also unaccounted for. 
XXXX is sending a escalation complaint to the fraudulent department of Wells Fargo. Broke a law. Unethical behavior. He believes XXXX ( a banker ) was the banker we used in XXXX to remove XXXX XXXX from all XXXX XXXX associations with Wells Fargo. Complaint : XXXX XXXX Did not receive adequate instructions and information during the period of information w the bank for collections and debt. Wells Fargo did not train employees well enough to say when someones whole relationship and business with Wells Fargo is eliminated. In this case she remained a guarantor on this account without her knowledge. 
Also a complaint stating due process for collections was not done. 

After the third attempt XXXX got ahold of XXXX while we were all still in the bank. 
XXXX Found the business line of credit account number : XXXX  Business Line of Credit Acct # ***** ( Hidden for this complaint ) XXXX received XX/XX/XXXX account statements and showed them to me, but stated he can not legally give them out and would not let us. He would also not allow us to photograph them, not even XXXX. He was informed on the phone that he could not give them to us, I am not sure who he was speaking to at the time. 

Found records : Deleted XXXX XXXX XX/XX/XXXX from business accounts in a branch store. It was at that time I was notified I was no longer associated w XXXX XXXX in any way with Wells Fargo. I had previously believed this happened in XXXX. 

XXXX business savings was closed for XXXX XXXX IN CONCLUSION : I have truly felt taken advantage of by Wells Fargo and the fact that thorough my divorce they kept me on an open line of credit without my knowledge. I was assured these accounts were all cleared for me, and XXXX took sole responsibility of all XXXX  assets and debts. They took advantage of the fact that I am a Wells Fargo customer and dipped into my personal bank account without any proof or attempt to prove that I owed this money. Due process was completely neglected. I feel I have done everything in my power to separate myself legally from XXXX and from XXXX XXXX and Wells Fargo kept me in the dark about this huge aspect of XXXX XXXX that remained open, that is at minimum negligence, but I believe it is straight up deception.

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