Consumer complaint received 2019-07-06
Company: WELLS FARGO & COMPANY
State: TX
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
I had a report of a Wells Fargo Credit Card reporting negatively on my credit report. I have never had a Wells Fargo Credit Card. I was a customer of Wells Fargo at one time but left for XXXX XXXX  when I left my XXXX marriage. Wells Fargo refused to let me remove my name from the account that was linked with my husband at the time. I started trying to call WF XX/XX/XXXX to learn what this debt was. XX/XX/XXXX they sent me a packet of bills with an address different than what it should have been. They advised the card was opened in XXXX. This is the year I left my marriage and started banking with a new bank. I looked at the charges and didn't recognize them. Some of the charges were in a different state than I lived in. I called to advise them of this and they said they would open and investigation. I waited about 2 months and didn't hear anything back so I called again. They advised no investigation was ever started. They put me on hold for 45 minutes as they were " looking into it '' then hung up on me. I called back. They advised that they could see an investigation had been started and I would hear from someone. I asked how I would hear from them and they couldn't answer. I had to force them to take my new contact information. I waited 2 more months and again heard nothing. I called back again but this time to the corporate office. They listened to my complaints about nothing ever happening. Assured me an investigation would happen and that they would personally call me back. They confirmed the address that the address was opened in and I advised that was NOT my address at the time. They also said that my name was the only name on the account. I never received a call back but I did receive a letter and a check for {$270.00} for all of my trouble. I was advised that it had been removed off of my report. I thought it was done. A couple of weeks later I received a letter stating that my report was denied and they found it to be my debt. I called and told them I wanted proof and they told me they couldn't provide me with proof that they didn't have to and that they were going to put it back on my credit report. I contacted the corporate office again and complained. Again they assured me that the case manager would reopen the investigation and that she would personally call me back. They told me to wait until XX/XX/XXXX and if I hadn't heard from her to call her directly. I have called her several times and she will not return my call. I received a letter from her stating the debt is mine only this time they sent completely different invoices before and this time they have my then underage daughters name on the account as well. I have called multiple times to ask someone about the discrepancies and they refuse to call me back or provide legitimate proof that this debt is mine. I am fully aware that Wells Fargo was in a lot of trouble for their employees opening credit accounts in customers names without their permission. I don't know if this is what happened but they won't even acknowledge it. They keep saying it's my debt but refuse to speak to me on the phone or show me proof. I am extremely frustrated.

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