Consumer complaint received 2015-06-24
Company: WELLS FARGO & COMPANY
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I discovered I was victim of Identity Theft on XX/XX/2015. I just moved from XXXX for the XXXX time to XXXX on XX/XX/2015 I went to open a NEW account on XX/XX/2015 , and XXXX a banker from XXXX. I tried to open an online account over the phone the same day, they told me I need to go to the branch because It was another existing account under my social security number. I went back to the same branch XXXX on XX/XX/2015 and The banker that helped me that day is XXXX. We called together to the Online system and She got all my documents (FTC affidaivt, police report, identifications, proof of address) XXXX sent all my documents to the fraud department and She told me I need to wait for one week in order to get everything resolve. On XX/XX/XXXX I received a letter from Wellsfargo requesting a XXXX from me. I sent it back to XXXX on XX/XX/XXXX Wellsfargo received,receipt number XXXX I thought it was to move forward with my dispute. On XX/XX/XXXX, I called back to check the status of my dispute I spoke with XXXX who denies to gave me information in my case. He transferred me to XXXX his supervisor she denies giving me information too. She kept asking me information about my past address and my old phone number. After I told them more than XXXX times at the branch and over the phone that I was victim of Identity Theft. After losing 4 hours she said she cant do anything for me and I need to go to the branch to check the status of my dispute.  I went on XX/XX/XXXX to the XXXX Branch XXXX and the banker that helped me he name is XXXX. She acted as she did not care that somebody stole my identity. I told her about everything that happened, she answer that I did not have much money on the bank that I did not have to worry about. She called to the Fraud prevention center XXXX She was asking about my case. They said they never got any fax from the banker or any other person  before and that complaint was never made.So I provided all my documents to XXXX (XXXX, social security card, XXXX, passport, XXXX date of entry, police report, FTC affidaivt) so she can sent eveything back to the fax XXXX and they can start a complain over the fraudulent account that was open long time ago with a different name. She gave me a case number so I will be able to prove my identity over the phone XXXX. However I called back to the number XXXX (Fraud Prevention) to check the status of my fax and confirmed that Wellsfargo got my documents XXXX employee XXXX he said to call back today on Monday because the fax takes from 24 to 48 hours. So I called back again today XX/XX/2015 to the Fraud Prevention center and XXXX (Executive Manager) She said that Wellsfargo were closing all the accounts and that the FRAUDULENT ACCOUNT with a NAME That does not belong to me it will be charge on me. She told me that NOBODY started a complaint for my case. That nobody have a case for my situation. Also she. So the banker lied to me on XX/XX/XXXX because she gave me a case number XXXX and She sent all my documents to XXXX and they were not able to identify me. XXXX told me that the only way I can start a complain is to call the customer service line XXXX. I spoke to XXXX and she was not able to give me information, her supervisor hang up on me. I called back again and XXXX transfered me to XXXX and XXXX transfered me to XXXX from the customer care department. XXXX make a complain but she was un able to give me information for my case, again. I gave her all the details of the abuses of Wellsfargo and how all the bankers lied to me. She gave me a case number XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation