Consumer complaint received 2022-02-18
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
FOR OVER 10 YEARS, I HAVE LOGGED INTO MY WELLS FARGO ACCOUNT AND CHOSE THE OPTION TO : " PRINT YOUR CREDIT SCORE '' WELLS FARGO HAS AUTHORITY TO OBTAIN THIS INFORMATION WHEN THEY HAVE A BUSINESS RELATIONSHIP WITH A CUSTOMER. I JUST VIEWED MY CREDIT SCORE THROUGH MY WELLS FARGO ON LINE ACCOUNT 2-WEEKS AGO. 
ON XX/XX/2022, I LOGGED INTO MY WELLS FARGO ACCOUNT AND RECEIVED A NOTICE FOR : " CREDIT CLOSE-UP -FICO ENROLLMENT '' THIS NOTICE SAYS THE FOLLOWING : WE'VE MADE ENHANCEMENTS TO HELP YOU MONITOR, AND TAKE ACTION ON YOUR CREDIT SCORE. YOU'LL NEED TO AGREE TO THE UPDATED TERMS AND CONDITIONS AND RE-ENROLL TO KEEP USING THIS SERVICE '' XXXXTHIS IS A LIE. THERE WAS NEVER A REQUIREMENT TO ENROLL TO GET A FICO SCORE FROM WELLS FARGO ONLINE ACCOUNT. 
XXXX. THE NOTICE SAYS : WHEN YOU ENROLL, YOU " GET FREE ACCESS TO : * FICO CREDIT SCORE AND HISTORY * FULL CREDIT REPORT FROM XXXX * KEY FACTORS THAT IMPACT YOUR SCORE * MONTHLY SCORE UPDATES : WELLS FARGO REQUIRES CUSTOMERS TO AGREE TO THE FOLLOWING BY SIGNING THEIR NAME : " I'VE READ AND AGREE TO THE CREDIT CLOSE-UP TERMS AND CONDITIONS, INCLUDING THE ARBITRATION AGREEMENT AND CLASS-ACTION WAIVER, AND I AUTHORIZE WELLS FARGO TO OBTAIN MY CREDIT REPORT AND CREDIT SCORE CONSISTENT WITH CREDIT-CLOSE UP TERM AND CONDITIONS '' IF A CUSTOMER CLICKS " NO-THANKS '' THEY ARE NO LONGER ALLOWED TO VIEW THEIR CREDIT SCORE FROM THE WELLS FARGO ON LINE ACCOUNT, WHICH HAS ALWAYS BEEN AVAILABLE TO THEM. 
XXXX. THIS NEW AGREEMENT, WHICH IS NOT DEFINED, OTHER THAN TO GET THE WELLS FARGO CUSTOMER TO SIGN IT AND AGREE TO " NOT '' ARBITRATE '' TO " NOT '' PARTICIPATE IN A CLASS ACTIONS LAWSUIT '' BASICALLY WELLS FARGO WANTS THE CUSTOMER TO SIGN AN AGREEMENT TO TAKE ABSOLUTELY NO LEGAL ACTION AGAINST WELLS FARGO. 
XXXX. THIS AGREEMENT BY WELLS FARGO HAS NOTHING TO DO WITH A CUSTOMER OBTAINING A CREDIT SCORE THROUGH XXXX CREDIT MONITORING SERVICE. 
XXXX. A CUSTOMER CAN SIMPLY ENROLL INTO EXPERIANS WEB SITE, AND CAN OBTAIN THEIR CREDIT SCORE ON A DAILY BASIS, IF THEY CHOOSE. XXXX PROVIDES A FULL CREDIT REPORT AT ANY TIME. XXXX OFFERS TIPS ON THEIR SITE THAT GIVE CUSTOMER KEY FACTORS THAT IMPACT THEIR CREDIT SCORE. IF THE CUSTOMER HAS AN ACCOUNT WITH WELLS FARGO, THAT IS CONSIDERED A BUSINESS RELATIONSHIP. WELLS FARGO CAN VIEW THE CREDIT SCORE AS WELL AS CREDIT HISTORY, WITHOUT AN AGREEMENT SIGNED BY THE CUSTOMER TO " NOT SUE '' WELLS FARGO. ANY COMPANY THAT HAS A BUSINESS RELATIONSHIP CAN CONDUCT A " SOFT INQUIRY '' THIS ENTIRE PLOY BY WELLS FARGO IS NOTHING MORE THAT A RUSE. UNSUSPECTING CUSTOMERS WILL SIGN THIS AGREEMENT NOT KNOWING THE FULL TRUTH OF THE REASONS WELLS FARGO IS REQUESTING THEIR SIGNATURE. 
XXXX. UPON RESPONSE FROM WELLS FARGO, I WILL PROVIDE A COPY OF EMAILS THAT I GET FROM WELLS FARGO THAT SAYS : " REVIEW '' YOUR CREDIT SCORE '' THE MOST RECENT EMAIL IS FROM XX/XX/2022 FROM WELLS FARGO, WHICH I WAS ALLOWED TO SIGN IN AND VIEW MY RECENT CREDIT SCORE, WITHOUT AN AGREEMENT TO NOT SUE WELLS FARGO. 
XXXX. I AM WAITING FOR WELLS FARGO TO FABRICATE AN ELICIT RESPONSE TO JUSTIFY THIS LATEST ACTION. 
I CAN ALSO PROVIDE A COPY OF THE CREDIT SCORE I RECEIVED WHEN I SIGNED INTO XXXX. 
XXXX. ON XX/XX/2022, I FAXED OVER A COPY OF THE WELLS FARGO NOTICE FOR A SIGNATURE FROM THE CUSTOMERS TO " NOT SUE '' ALONG WITH COPIES OF PRIOR EMAIL I RECEIVED FROM WELLS FARGO THAT ALLOWED ME TO SIGN IN AND VIEW MY CREDIT SCORE. TO DATE, NO RESPONSE. 
LASTLY, I WOULD LIKE CFPB TO ADVISE ME OF THE PENALTIES THAT CAN BE IMPOSED ON WELLS FARGO BANK SHOULD THEY CHOOSE TO LIE IN THEIR RESPONSE.

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