Consumer complaint received 2022-01-17
Company: WELLS FARGO & COMPANY
State: AL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
During a routine check of my credit report on XX/XX/XXXX, I noticed that the following credit card account had been opened in my name : XXXX 's XXXX XXXX card issued by Wells Fargo Bank Account number : XXXX Account status : Closed Date opened : XX/XX/XXXX Account type : Credit Card Status : Charge-off Status date : XX/XX/XXXX Past due amount : {$1400.00} Balance on XX/XX/XXXX : {$1400.00} I never opened this credit card account, and someone has fraudulently opened it by stealing my identity ( at least my social security number ). 

On XX/XX/XXXX, I called XXXXXX/XX/XXXX XXXXXX/XX/XXXX@ XXXX. I spoke to XXXX who transferred me to Wells Fargo Bank @ XXXX. The representative then transferred me to Wells Fargo Fraud Detection @ XXXX. I spoke to XXXX who then transferred me to Wells Fargo Recovery @ XXXX. I was then transferred to XXXX XXXX XXXX XXXX Fraud Detection. I spoke to XXXX who filed a dispute on my behalf to the three credit bureaus. I was then transferred again to Wells Fargo Fraud Detection @ XXXX. I spoke to XXXX who informed me that my case was in the hands of the Wells Fargo Recovery department, and I should expect a call or email the following week with a status update ( sometime during the week of XX/XX/XXXX ). 

In the following days, I activated fraud alerts from the three credit bureaus. On XX/XX/XXXX, I mailed a letter to Wells Fargo Bank asking for the account to be closed, a confirmation that I will not be liable for the fraudulent account charges, and that this account would be removed from my three credit reports. On XX/XX/XXXX, I received an email from XXXX XXXX of the Wells Fargo XXXX Complaints Management Office informing me that he was researching my complaint. I subsequently froze my three credit reports and informed the IRS that I was a victim of identity theft. On XX/XX/XXXX I called the Wells Fargo XXXX Complaints Management Office requesting a status update, and I was informed that my case was had been transferred to the Wells Fargo Claims Assistance Center. They were notified of a fraudulent credit card application on XX/XX/XXXX and may require up to 45 days to investigate. The contact information that I was given is : Wells Fargo Claims Assistance Center XXXX Since first discovering the fraudulent account on my credit report, I have successfully disputed it with all three credit bureaus. XXXX removed it from my credit report on XX/XX/XXXX, XXXX removed it sometime prior to XX/XX/XXXX, and XXXX removed it on XX/XX/XXXX. I have received no further communication from Wells Fargo Bank on the matter. When I first reported the fraud to Wells Fargo Bank on XX/XX/XXXX, I spent approximately four hours being transferred to numerous departments, put on endless holds, and I was disconnected more than once. Not one representative seemed able or willing to help even though I am a victim of identity theft. 

I am seeking a written acknowledgement from Wells Fargo Bank that the fraudulent account will be closed, that I will never be liable for the charges on the account, and that this information will be communicated to XXXX, XXXX, and XXXX on my behalf.

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