Consumer complaint received 2020-12-17
Company: WELLS FARGO & COMPANY
State: OK
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
This issue started in XXXX of XXXX. I am the Power of Attorney for my mother and opened an account for her with Wells Fargo in XXXX of XXXX. I had a savings account with them at the time and everyone was very helpful when I called so I thought it would be a good fit for my mom if she ever needed to speak to someone about her account. A few months into her having her account she misplaced her debit card and called to get a new one mailed out. That card never came. We called in a second time to get the card replaced, again it never came. We were transferring funds from her checking account into my savings account during this time in order to get access to the money that was being deposited monthly into her account. We decided to go with a different financial institution in XXXX of XXXX and that was that. A few months later I received a notice in the mail that i owed a balance of XXXX that I was negative in my savings account. When calling in to inquire what the issue was I was advised that all of the transfers from my mothers account to my account had been reversed back to her account, that I did not have permission to make those transfers, they were fraudulent, and I was now responsible for that amount. They stated this information came from my niece and my mother. Let me repeat this again, I have FULL DURABLE POWER OF ATTORNEY over my mothers affairs, and in that POA it grants me the permission to handle all of her financial affairs, including the opening and use of banking accounts, however I deem necessary. I drove my POA paperwork from my home in Oklahoma, to the nearest branch which was 332 miles round trip, because they would not accept a fax from anyone other than someone in branch. I HAD TO DO THIS TWICE. What followed was monthly letters stating that they were working on the documentation and needed more time and I would then be given another date it would be finished. This went on for about 6 months. When the letters stopped coming, I called again and was told they could not find the account and it had been taken care of. I pulled my report with EWS and not only is that account on there showing the negative balance, there are 3 others showing up now. So I called today XX/XX/XXXX to see what was going on. My conversation started with XXXX in customer service, who transfered me to a lady whose name I did not get in Fraud, who transferred me to XXXX in closed accounts, who transferred me to XXXX in Collections, who transferred me to XXXX in Claims, who could not locate any account under my social security number or pull up the accounts that are listed as negative remarks on my XXXX report. I spent 2 hours, go transferred 5 times, spoke to 6 people only to get referred back to the Fraud department, which i declined, and then was advised I would need to go into a branch. I am not driving 1 single mile for Wells Fargo. This needs fixed NOW. They removed the money from my account, put it back into my mothers closed account, and then sent out a cashiers check for over XXXX that was never received. Basically they have stolen XXXX XXXX dollars from us and have placed derogatory and fraudulent information on my consumer reports in the attempt to steal another {$3400.00}. Its not going to happen. All of this information will be reported to the Consumer Protection Unit at the Oklahoma Attorney Generals Office to ensure that it is fully investigated. 

This information was also reported to XXXX who temporarily removed the false information on my report, only to reinsert it at a later date. This needs to be permanently removed as it is incorrect and has fraudulent accounts associated with it also.

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