Consumer complaint received 2018-06-27
Company: WELLS FARGO & COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
On approximately XX/XX/XXXX I went to make a purchase at the XXXX near my home. I was asked to confirm my mailing address. I was told the address I provided was incorrect. I was then asked to provide other identifying information, which I did. I was then advised that the address on file was listed as XXXX XXXX XXXX XXXX in XXXX, XXXX which, oddly enough, is my ex-wife 's address. 

I then went home and contacted Wells Fargo to change the address and ask why they would have my ex-wife 's address in the first place, as I had never provided this to them ... nor had she. In addition, I have never contacted XXXX 's requesting a change of address. 

They did say they would change the address to the correct one, which is XXXX XXXX XXXX. XXXX ( XXXX XXXX ) XXXX, XXXX. They also said that they had received notice from the United States postal service for a change of address for my mail, which I found odd as I am still recieving all my other mail. Sure enough, I also received information from my daughter that my XXXX 's bill had been arriving at her mother 's address and that they had been returning it to the Post Office. 

I contacted the US Postal Service, as suggested by the Wells Fargo representative, and they said they had no record of a change of address. I then followed on by opening a case with the US Post Office Investigations department, Case ID : XXXX. 

I also filed a formnal complaint with Wells Fargo, case id # XXXX. I was then contacted by the person assigned to this matter, XXXX XXXX, who said that she had investigated the matter and that a change of address due to returned mail had been recieved from the Post Office in XX/XX/XXXX. ( which would have been my ex-wife returning the mail ). But, this never occured, because the address had not been changed on XX/XX/XXXX. When I asked about this, I was told that the matter had been resolved. 

I mentioned that, in my mind, the matter had noit been resolved whatsoever and asked that I be provided with the documentation from the post office. I also asked how Wells Fargo had recieved my ex-wife 's address again and attempted to explain that the issue was not with the change of address back to the correct one, but the change of address to the incorrect one.  She said this is not the matter that she was investigating. She also said that she could not provide any additional information, nor documentation, as there was none to provide. When I asked, then, how she recieved the address from the Post Office she said, there is no information to provide and this matter is resolved. 

So, I hung up and called the executive branch of Wells Fargo Customer Service, who re-opened the case and re-assigned it to XXXX XXXX. 

A similar thing had happened in XX/XX/XXXX, when I attempted to obtain information by using the account number on my card. I was told that I had been upgraded to an " elite '' card and that this had been mailed to my address on file weeks earlier, although I had never received it.

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