Consumer complaint received 2018-07-02
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem caused by your funds being low
Sub-issue: Late or other fees

Complaint:
created a claim to Wells Fargo Unauthorized Accounts Settlement XXXX XXXX XXXX XXXX, MN XXXX XXXX The deadline for applying to the settlement is listed as XX/XX/XXXX. 

XX/XX/XXXX. I first filed on XX/XX/XXXX noting that I suspected having two fraudulent accounts opened in my name because, at the time, I began to receive {$10.00} service fees on both a checking and savings account, amounting to {$20.00} our month. The fees were reversed each time I went to my main branch ; the checking and savings accounts were actually free accounts because of having a direct deposit of my pay check. This activity occurred around the years XX/XX/XXXX or XX/XX/XXXX. Having submitted the information to the webpage for Wells Fargo Unauthorized Accounts Settlement, they issued me a Claim Number of XXXX. 

XX/XX/XXXX. Two months after making this claim, I read that the account settlement also included fees generated for financing vehicles, in which case, the entire fee may be refunded. Since I did not include the financing of a new vehicle in my original claim, I telephoned back wishing to then include the financing of a XXXX XXXX XXXX. I added too that my credit could have been lowered as a result of the extra debt obligation related to the finance charges and possibly new accounts with the bank that I never knew about. I provided the claim number above and was told on XX/XX/XXXX, XXXX XXXX, by the customer service lady named " XXXX, '' that I have no claim number. She took my contact information and all the same information, noting to me that others she had worked with also had their claim numbers disappear in the system. She then directed me to file another claim and stayed with me on the phone while I did so, this time, including the refinancing of the vehicle as mentioned. I expressed my concern over creating a second claim number noting that I did not want to appear to be creating multiple claims and therefore taking advantage of the situation. The claim number for the second attempt is XXXX. I was told to call back in a week to verify that the claim was still in the system. 

XX/XX/XXXX. Today, I called back Wells Fargo Unauthorized Accounts Settlement at the number listed above at XXXX. I was simply calling this time to verify that my claim number from XX/XX/XXXX was still in the system. After identifying me, the customer service representative, named XXXX, affirmed that neither of the prior to claim numbers are in the system. She then asked of me, " What is your claimant ID number? '' I said that I had never been given one. Neither did she give me one but assured me that the claim number is different. I asked her advice about how to proceed. She asked me to file another claim and then check back after XX/XX/XXXX to see if it was in the system. I expressed my concern about filing multiple claims with the same information and that I do not want the matter to be perceived as fraudulent on my part for submitting multiple claims. 

Instead of filing a third time, I telephoned your office to submit this information ; I also have kept my local branch updated about this process which could turn out to create more problems than the original mess. 

When I obtain the images of the original filing attempts, I will add them as attachments. The first one has become my note-taker and will have multiple hand-written notes on it. But, the original claim number showing the date and website is clear. The second attachment, showing the second file, is in the form of a digital photograph taking of my computer screen. At the time, I was not near a printer. 

Sincerely, XXXX XXXX

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