Consumer complaint received 2019-09-24
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:
In my first complaint, I mentioned two concerns that resulted from a visit to a Wells Fargo Branch located at XXXX XXXX XXXX, XXXX, SC XXXX, XXXX, between XXXX XXXX XXXX. ET. 
I mentioned that the purpose of my visit to the branch was to receive a copy of my recent transactions on my checking account. A new banker, XXXX ( or XXXX ) XXXX, did not ask me for my password to my account. I prodded her with a few questions to get her to notice the password on my account. 
Ms . XXXX did print, retrieve the checking account transaction I had requested from the printer, and hand it to me. I have that checking account transaction print-out.

When she sat down and returned her attention to her computer screen, she saw what she identified as an account update ( questionnaire ) that I needed to complete verbally. As I explained in my first complaint, I was quite concerned about the personal and private details of the considerably lengthy questionnaire. I protested the questioning, but she continued. She explained the purpose of the account update as a way that Wells Fargo could compare its performance with my other banks. ( Note : Some of the questions appear at the end of this complaint. ) This complaint is to note that I am deeply concerned about the inaccuracy of the response I received from Wells Fargo regarding my first complaint.

Wells Fargo replied incorrectly to my first complaint that I initially contacted the bank to have my password reset. Wells Fargo 's response to my complaint does not state if my supposed contact with the bank was by telephone or by email. I deny that I initiated any contact with Wells Fargo first to change my account password by either telephone, email, or in person at a branch.

As I noted in my first complaint, my visit to the branch and my interaction with Ms . XXXX occurred within view of the security cameras inside this Wells Fargo branch. Did Wells Fargo check the security cameras for the accuracy of my complaint, including the purpose of my visit, the failure upon Ms . XXXX  to request my password, and the resulting questionnaire that I was given during my visit to the branch that day and time ( cited above )? 
Could Wells Fargo provide me with documentation of my supposed telephone call, or in-person visit to this branch that shows my request to change my password on my checking account? 
Further, as Wells Fargo stated in its response to my complaint, that upon my request for a password reset, I was sent to a branch of Wells Fargo. Again, could Wells Fargo provide my with a record of this communication with the telephone or online banker that this was the purpose of? 
As I stated in my first complaint and again in this one, my purpose for visiting the branch in person that day was simply to receive a print out of my recent checking account transactions. As stated previously, the video cameras at the branch can confirm the accuracy of my stated purpose for my visit to the XXXX Branch of Wells Fargo that day as well as the correct sequence of events as I stated in my first and this complaints, including the type of questions I was told I was to answer to update my account. I also request that Wells Fargo check the security cameras using the day and time I recorded in my complaint for the correct order of events that described in my complaint. 

Finally, after confirming the order of events that occurred during my visit to the branch, I want Wells Fargo to assure me that I will not experience such a questionnaire with questions that violate my privacy, are unnecessary, and are not relevant to verifying my identity. I have been with this banking institution for 31 years and have experienced few problems. I wish to see the previously excellent customer service continue. 

( Note : Some of the questions in the account update survey given to me that day, as named by the Wells Fargo banker, XXXX ( or XXXX ) XXXX 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, have I had a change in employment.

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