Consumer complaint received 2018-05-21
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
This is my fourth time attempting to reach a resolution with Wells Fargo into an issue i was under the impression was resolved. I have experienced identity theft, and during this time i have reported the Identity Theft to Wells Fargo, and it was determined in their previous response that my liability would be removed from the Account ( s ) opened without my permission. This was a letter sent on XX/XX/2018. In the letter online fraud determined that ID theft did occur and that someone opened a checking, savings and brokerage account without my permission online. The case is closed, and it stated that they removed all liability associated with these accounts and that they would update XXXX accordingly. XXXX XXXX XXXX advised me that Wells Fargo still list these accounts on my XXXX reports as " Closed for a Cause ''. So these accounts haven't been removed. When i disputed them with XXXX i was told that Wells Fargo keeps telling them this information is accurate. Even though it's not and should be removed from my reports as these are not my accounts. Also i do want to mention that when i went into the bank and asked what it would take to actually open a checking account one day should i want to, the banker advised me that there is a " Hold '' From prevention loss on these accounts and that i needed to send in the letters received by Wells Fargo. Should i wish to open an account they would need these documents and they would need me to come in branch Monday - Friday to be able to speak to this department. When i called online fraud to ask why they never sent these documents to Loss Prevention, the lady told me that even though it's bank to bank they don't relay this information to loss prevention. So therefore it's not true the liability is being still held against me. Additionally the online rep said i could open a checking account online and that they would call me to verify it was really me applying for it, I applied online and was instantly declined due to " internal history with Wells Fargo '' which the banker advised me again it was due to this Prevention loss hold. I had the bank fax in to the ITO Department the documents sent to me from Wells Fargo, I believe they should hold up their end of their information they provide to clients and update their internal history, remove these prevention loss notes and update my XXXX reports. 
Lastly, i read in their letter that they stated it was my credit card and they verified it was my credit card account. I never received a card, nor did i activate it. So what i had to do was call into their CC Customer service whom advised me at that time that the account was late. When i advised the lady i didn't have online access, never received a bill, and did not know it was late. She demanded i pay it before actually receiving a card since i have never received one. I made the payment, and asked if i could receive a card since i am being told this is my account and i never received one. She sent me a new card with a new card number. Which i just finally received after fixing my address with the USPS which was forwarded previously by the crook. Additionally i was able to go in bank and get online access. However it appears these Checking and Savings accounts are still being counted against me even though Wells Fargo advised me that they removed these.

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 non-monetary relief