Consumer complaint received 2016-02-19
Company: WELLS FARGO & COMPANY
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I am XXXX yr old widow with XXXX XXXX. In XXXX XXXX when my husband died, I no longer had anyone to be a Rep Payee on my SSA account. I became my own person in charge again. I opened account for my SSA monthly direct deposit at Wells Fargo -- just for ATM to pay groceries, credit card with XXXX because I pay off balance at end of month, mobile phone, electric, and internet & misc. I have to file annual expense for SSA of how I spend the benefits. Wells Fargo manager told me I had to have savings and credit card and direct deposit to have free checking. She lied. I only need {$500.00} + direct deposit per month. After they deducted {$30.00} from savings, I closed it. I have never used Visa card. XXXX XXXX, my identity was compromised. This is 2nd time. I alerted FTC and credit bureaus. XX/XX/XXXX I got my XXXX digit code to over ride the lock on my personal assets. It is good for 6 months, not the normal 90 days because of my XXXX and extent of theft. Wells Fargo has stopped sending me paper statements XX/XX/XXXX. I had to add it as an option ever month online tyhey told me but I never got them at PO Box . I get promotions there and services they offer, but no statements. I get ATM cards, but no statements. I had alerts on my phone but they stopped because they said my password expired. I went to branch ( I do n't drive ) and they said since I did n't have ATM, they could n't help me. It was an online issue. I used my ATM on XX/XX/XXXX, for less than {$20.00} ( I have over {$2000.00} in account ), the cashier approved and took my card. I kept receipt. I called Wells Fargo and they said it was reported it stolen. Who the heck reported it stolen? They stopped a payment to my internet provider and I paid it from credit union account. They sent me notice I had payment due on credit card. I have never used I. I called them at local branch and the teller laughed. I told her I did n't think it was funny since I was ID theft victim and they were n't helping by not sending statements. She said she was laughing at a joke. I said well it 's not professional when you are on phone especially when I am locked out of my account, have my ATM taken from me, and you send me emails that I have no access to my account or alerts. Then 5 minutes later send email saying my statement is ready for online viewing? I called SSA and changed firect deposit to my credit union. They have been very helpful with alerts, changes to online accounts & emails due to hacking from ID theft. I have made XXXX trip in person to redo everything on my account with them. Wells Fargo says they cant do online problems or update account info. Their credit card is NOT listed on my credit report either which I never addressed with them but I ' am intimidated by a FDIC bank that HAS my money stops payments at random, never contacts me and changes passwords & deletes personal info and options LIKE PAPER STATMENTS. Please help.

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