Consumer complaint received 2015-08-24
Company: WELLS FARGO & COMPANY
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
Me and my fiance visited Wells Fargo Branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX on Monday the XXXX of XXXX. The purpose of our visit was to add my fiance 's name to my account that I hold with Wells Fargo as sole owner. After waiting more than half an hour XXXX XXXX who claimed to be store manager invited us to her office. After explaining her very clear what we wanted she told us with an accent that she could not just add the name into my account because I am a foreigner and insisted to add my fiance 's name as primary owner of account and me as secondary because she has SSN and I did not, and all responsibility would be on her name and SSN. After feeling confused and discriminated by XXXX XXXX XXXX about my status in United States and having no help as to what is right or wrong to do we agreed to do it her way. So we signed some documents from which we never got official customer copy as every Wells Fargo branch does and were assured that everything is ok and were prompted to go. On Thursday the XXXX of XXXX I received a phone call from XXXX XXXX XXXX and the purpose of calling was that in the banks system there was some error about our recent request. So she insisted again with accent that me and my wife went back to XXXX XXXX branch to sort out her mistake. I refused to go back and told XXXX XXXX that I will go to a branch near my location to find out what is the problem. On Saturday the XXXX of XXXX me and my wife visited Wells Fargo branch at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX welcomed us and invited us to his office. After explaining our situation to XXXX XXXX he was amazed that a store manager did such a mistake. By saying mistake I mean that she created mess with my account as a sole owner and added my wife as primary, something she was never supposed to do because she could just add her name under mine. We discussed our options with XXXX XXXX as to what to do because we did not want to keep my wife 's name as primary account holder. So we asked XXXX XXXX to change the relationship on my account and delete my wife 's name and so he did. He also gave us official customer copy with his actions. We believed everything was good until I made a transfer from my original account. Then my wife called me and told me that in her account it seems like she did the transfer because her name comes up as owner of account. Next day i visited the previous mentioned branch in XXXX XXXX XXXX. XXXX XXXX assisted me and invited me to her office. I explained her in detail what has happened and she tried again to remove my wife 's name from my account but she could not. Then she asked XXXX her co workers on bank for help so these XXXX men offered to .After long waiting for an answer they told me that they can not delete my wife 's name because system does not let them. Then XXXX XXXX entered the branch and I asked XXXX and these XXXX men to transfer to him my issue because he was the one who assisted us last time. XXXX XXXX was not on duty but offered to help. After some time XXXX XXXX came and informed me that the relationship change he did was successful and my wife 's name was deleted but then some banker went online and changed that relationship again and made my wife 's name again primary owner. XXXX after looking on the system informed me that the this action was taken by XXXX XXXX XXXX. Being totally confused and violated from what I heard I asked why XXXX XXXX did what she did and with what authorization. As the bankers told me she went online and changed again relationship for my account by using our signatures from the XXXX of XXXX and created fake document. She misled us first when we went to XXXX XXXX branch so it looks like my wife opened new account and then when we corrected her mistake she went online again without any authorization!

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