Consumer complaint received 2018-12-27
Company: WELLS FARGO & COMPANY
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I and my wife XXXX XXXX had accounts with Wells Fargo Bank. We had a auto loan snd a credit card. The auto was involved in an accident and their was an deficiency balance left over, that was included in our ch XXXX bankruptcy which was discharged XX/XX/2018. Per the credit card under my name XXXX XXXX there was a balance that the bank charged off, this was also included in our ch XXXX bankruptcy. It has been like pulling teeth to get this company to update their Records and correct the errors on our credit reports. They have violated our rights under FCRA and FDCPA violations. Let me explain ... .. 

On XX/XX/2018 I once again called Wells Fargo Bank and after several previous attempts finally spoke to XXXX XXXX who was no help at all in fact refused to call my bankruptcy Attorney per my consent and authorization. Per my previous attempts to get a hold of her, I spoke to other Reps in her department telling them specifically to call my Attorney XXXX XXXX and he will verify that the disputed accounts were indeed included in my ch XXXX bankruptcy. They never called and refused my request. If Wells Fargo Bank would have Documented my account properly they had a 1 day consent from me giving them permission to discuss my accounts, they never did. Which leads me to my next point I asked several times to speak to a manager or supervisor each time they were not available nor would they make any efforts to call me back. In addition they Completed a investigation regarding my concerns and found they were accurate in their findings. I told XXXX XXXX she is way off and this better get fixed immediately she talked over me told me it was not her responsibility and they won't change the reporting. I told her we will see about that. I hung up on her because she was no help and unprofessional could care less about my concerns. I called back and spoke to another rep who gave me the name and number of the lady who was working our auto loan dispute. 

I called XXXX XXXX who was not only unprofessional, talked over me several times made very rude remarks about my concerns, in my opinion she also made a derogatory statement which violates the FDCPA this was her remark " I do not care what you say or do we will not update the credit report '' to the best of my knowledge she is a rep working in the office of the president, she does NOT have the authority to make such a statement, this was confirmed with her supervisor XXXX XXXX. I did use profanity because she was disrespectful, unprofessional, would not listen to me kept talking over me, refused to make their mistakes right. In my opinion she went way overboard. Once I hung up with her I called back ONCE AGAIN spoke to supervisor XXXX XXXX I explained my concerns and the unprofessional behavior of both reps, I also requested my case to be reopened and the inaccurate reporting to be fixed immediately, he allowed me to voice my concerns and told me he will reopen the case for both accounts. I told him your bank has been reporting inaccurately for months and its hurting my credit. I told him I was a Corporate trainer and trained on the FCRA and FDCPA I know what I'm talking about, he apologized for the reps unprofessional behavior, I told him pull the call you will see what I am talking about. The call ended and I sent a follow up email showing proof both of the disputed accounts were indeed included in our bankruptcy, I also copied my Attorney on the email. 

In closing this bank is so large the right hand doesn't know what the left hand is doing, somewhere somehow they dropped the ball on this and caused severe damage to our credit reports because of their inability to LISTEN or make things right in the first place. We not only have FCRA violations we also have FDCPA violations for making false inaccurate statements.

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