Consumer complaint received 2019-08-12
Company: WELLS FARGO & COMPANY
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have two concerns resulting from a visit to the Wells Fargo branch located at XXXX XXXX XXXX, XXXX, SC XXXX, XXXX. This visit occurred on Friday, XX/XX/2019 from about XXXX XXXX XXXX ET. 
A. I requested a printed copy of my recent transactions on my checking account. I was assisted by a banker named XXXX ( or XXXX ) XXXX. She is new to the bank and does not know me by name. She has assisted me two previous times. 
I have a password on my checking account. The password was added to my checking account five months ago by a banker who is no longer working for Wells Fargo. This action was taken to protect my account when, about five months ago, a relative shared with me that her checkbook was missing. Her checkbook included information about my checking account and its routing number. 
When Ms . XXXX pulled up my checking account, she did not ask me for that password. I gently prompted her to ask for it by stating that I may need a reminder of which password I was using. 

B. Upon receiving my request for a printed copy of my recent transactions, Ms . XXXX turned her gaze back to the computer screen and stated to me that she needed to update my account. She proceeded to ask me numerous questions appearing on her computer that I found to be quite personal. I protested the questioning several times, declining to answer almost all of the questions. 
Some of these questions follow : If I had a checking or savings account with any other institution. 
How the accounts are doing. 
If I have an investing program. 
If I had a computer or cellphone and banking apps. 
If I had any auto drafts on my checking account. 
If I had any future plans. 
I have had this checking account with Wells Fargo and the previous banks that were bought out by Wells Fargo for at least 31 years. I have never been questioned in this manner. When I asked Ms . XXXX why I was needing to update my account, she responded that they wanted to compare their performance with my other banks. When I told her that I had never had to update my account, she responded that I completed the same survey four months ago when I transferred to a different safe deposit box at another Wells Fargo branch nearby. I responded again that I have never been asked to answer these questions, especially at the time so recently that I was transferring to the new safe deposit box. 
I left Ms. XXXX desk and went to speak with a senior banker at this branch who does know me. He told me that the purpose of the questions might be to identify me correctly in the future. He then asked me if I had recently had any employment changes. 
Are these private questions the bankers stated as updates necessary for Wells Fargo to electronically identify me? Was this series of questions that I received at the time of my recent visit legal? 
Thank you so much for your assistance!

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