Consumer complaint received 2019-10-08
Company: WELLS FARGO & COMPANY
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
Over a month ago I got an email form Wells Fargo stating my credit score had dropped by 175 points ( Set to XXXX ). When I followed up on XX/XX/2019, they said that it was Data sent from XXXX. As a result, my line of credit with WF was reduced over {$3000.00}, affecting all of my actual scores ( average drop of 17 points ) as my debt/credit % rate skyrocketed. They claimed that my credit line dropped because of the following : Seriously delinquency ( I have no accounts in delinquency ) Revolving Balances too High Too Few Accounts Paid as Agreed Number of accounts with Delinquency None of which were ever correct.

I checked with XXXX ; they still had my score at XXXX ( 10-point drop ). After opening several cases with Wells Fargo, I received a letter from XXXX XXXX ( Research and Remediation Analyst, Executive Office ) of Wells Fargo. She told me I would be contacted by XXXX XXXX. By the XXXX, with no contact I reached out again. She informed me that this score was correct and for the same reasons. Upon questioning her of her sources it became apparent she had done little or no research on the subject. She then instructed me to go into a branch office for them to look into the issue ( recorded conversation on phone ). Upon arriving at the branch, they said they couldn't help me and promptly called XXXX, in which she stated she never told me to go to the branch. XXXX, the banker I spoke with was clearly confused by her actions and inability to provide any support. I few days later, I received a letter from Wells Fargo from XXXX XXXX She had copied and pasted the original message and gave zero insight on the issue. ( All documents saved, and majority of phone conversations are recorded ). 

Then a few days ago, on XX/XX/2019, I received an app alert from XXXX  about a change in credit score.  Upon opening the app, it suddenly said I had dropped 92 points on my credit score. Additionally, it said I had two new accounts added which were both late and one was in collections with a lawyer assigned. Looking into these accounts one was for XXXX XXXX and another for XXXX. I have never had accounts with either of these banks. Some of these accounts were created when I was still in High School, over 13 years ago. I promptly attempted to contact XXXX  via phone, but they were closed for the weekend. I began disputing these accounts online, as it was my only option. I then noticed in the Dispute Center of XXXX over ten names on my account that were not mine. Addresses in Arizona, in which I have never lived. A spouses name, in which I dont have. An incorrect birthdate, phone number, and employment history. I began disputing what I could, but names and other fields had to be disputed on the phone, in which they were not open for.

On Monday morning I took time while at work to call XXXX. After waiting for almost an hour on hold and being passed from department to department I finally reached the disputes department. The lady on the phone explained that my account was merged with another persons account. She acted like this was normal and I shouldnt worry. However, this seems very serious to me. She informed me that if I uploaded my Drivers License, a copy of my SS #, and a copy of a utility bill, and called them back that they would have the issue fixed by end of day. I promptly got all of these  documents in order and attempted to submit them to XXXXXXXX, as instructed. The upload functionality was broken at the time. I called again and after waiting for another significant amount of time, the XXXX employee could offer no support and told me that I should just Try again later. Hours later I was finally able upload the documents, so I promptly called XXXX again. After waiting for over an hour during peak times, they did express that they found my documents. However, when I asked them when it would be fixed, they now told me it would take several days to be processed, instead of the same day as I was told. 

All of these processes have taken a significant amount of my time, and its hard to truly believe that there is any end in sight. The complete lack of competence by both Wells Fargo and XXXX  is quite scary. In the end, with the changes to my credit score already taken effect because of Wells Fargo lowering my limits, I will be unlikely to fully recover. My belief is that XXXX sent this other persons credit score to Wells Fargo, causing the major 175 points drop. Instead of XXXX   recognizing and analyzing their fault, they simply combined the two reports, hoping to sweep the issue under the rug. Since the merge, Wells Fargo has recovered 90 points about half of where it should be. Additionally, it still doesnt match XXXX. XXXX is at XXXX, Wells Fargo is at XXXX ( XXXX  XXXX, XXXX XXXX. Both experienced 17-point drops as result of Wells Fargos actions ).

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