Consumer complaint received 2021-05-24
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
In XXXX of XXXX I had filed a claim in the Jabarri VS Wells Fargo Case as part of the Settlement for customers who were impacted by unauthorized accounts. 

In XXXX I visited a Wells Fargo branch to cash a Christmas check I received from my grandparents. I had provided Wells Fargo the check, and my ID but was later told that they could not cash the check because I was a minor. However, my information was used by Wells Fargo on XX/XX/XXXX to open a checking and Savings account. Checking account ending in XXXX and a Savings account ending in XXXX. Wells Fargo had opened an account with out my authorization and forged my signature. According to the application I received from Wells Fargo I was the only person listed on both of these account. I was underage and this was not a custodial account or an account that my parent was on. This was an account that was opened in my name without my knowledge and it was unauthorized. 

I had Filed a Claim in the Jabarri VS Wells Fargo Case for the amount of {$25000.00} and after submitting my claim, I called the administrators office to confirm that the received my claim. I spoke with a representative that stated that they did see me in the system and I good to go. 

On XX/XX/XXXX I participated in mediation with Wells Fargo. It was agreed that Wells Fargo would provide me with 2 years of identity theft protection and Wells Fargo would pay me {$1500.00} for my time and inconvenience. At mediation, I was advised that participating and reaching an agreement in mediation would have no bearing on an claims submitted as part of a class action suit. I was advised that I may file a complaint with the CFPB and or pursue all other applicable contracted and non contracted remedies. However, When checks were being issued in the Jabarri Vs Wells Fargo case I didnt receive anything. I called and spoke with the administrator office and was advised that they did in fact bring up my name but there was no payment showing would be made. I was confused and was told that I wouldnt be receiving a check and to call Wells Fargo to resolve my issue. I called Wells Fargo and my concern was brought up to the Centralized Intake Executive Office Team on XX/XX/XXXX. I kept getting the run around was told in XX/XX/XXXX that there was nothing they could do that this needed to be fixed by the settlement administrator. So I called the settlement administrator office and after speaking with a supervisor, they advised me that they did have me in the system but that a payment was not going to be sent because they didnt receive my claim. That is when I told them that I called to confirm they had received it after I submitted. Which she acknowledged and stated that explains why they saw me in the system,,,,, because I called in after I submitted my claim and it created a profile for me. Except she didnt see the claim and she apologized that I was told they received it when I called in. I asked how do we fix this and was told that it needs to be fixed by Wells Fargo. So I called Wells Fargo and was very sternly told that they are not even allowed to be commenting on the case, and I do not qualify to go to mediation and that the settlement administrator is the one handling the claims so they would need to fix the issue. 


Regardless, Wells Fargo is at fault here and needs to correct the issue. It is bad enough that they opened unauthorized accounts in my name when I was a minor without my knowledge, but the negative impact that their deceitful act has caused me for years after is unacceptable. Even more upsetting is the fact that I opened a checking account in XX/XX/XXXX with Wells Fargo and because of the unauthorized accounts from XXXX someone already had online access and received a debit card for the new account I opened in XXXX and made numerous transactions on the account that were fraudulent for over XXXX XXXX dollars. Wells Fargo acknowledged that they didn't update the information on my new account to prevented unauthorized access but continued to deny my claim on the new account that I did open.

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