Consumer complaint received 2020-08-08
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
I was a victim of identity theft on XX/XX/2020, and subsequently filed an Identity Theft Report ( # XXXX ). Two fraudulent applications were submitted in my name online ; 1. XXXX, and 2. Wells Fargo. I have been able to successfully resolve the issue with XXXX, received a letter from XXXXXXXX that their investigation verified that the account was opened fraudulently, and received a copy of the fraudulent application in a timely manner, as requested. However, Wells Fargo has failed to comply with my request for a copy of the application, and continues to state their investigation indicated the application made online was valid. This is absolutely false! 

The bottom line is that I want the HARD INQUIRY WITHDRAWN which was made by Wells Fargo and a copy of the fraudulent application that I have requested repeatedly in writing and via telephone conversations with representatives of Wells Fargo. 

To begin, I received a letter from Wells Fargo dated XX/XX/2020, indicating that I had been denied a credit card that I NEVER APPLIED FOR online!. As result of this fraudulent application, Wells Fargo placed a hard inquiry into my credit which is now on my credit report and has negatively affected my credit score. Although this may seem minor, I have been diligently trying to repair my credit score, and this is an unfair practice on Wells Fargo 's part as they have repeatedly informed me in writing that their investigation into the application indicated that the application was valid ( letters received dated XX/XX/2020 and XXXX, 2020 ). This is not possible since I did not apply, and I have been given inconsistent information from Wells Fargo personnel regarding the " investigation ''. 

After receiving the letter dated XX/XX/XXXX, I contacted Well Fargo and spoke to a representative, XXXX, and informed him that I had not applied for a credit card with Wells Fargo. He asked me some questions related to the information on the application and informed me that the security questions did not match the information on the application, but that I would need to contact the Fraud Department which I did writing on XX/XX/2020. I also requested a copy of the application that was submitted online pursuant to Section 609 ( e ) of the Fair Credit Reporting Act. This resulted in a letter from Wells Fargo stating the application was valid ( XX/XX/2020 ). 

After receiving this letter, I contacted Wells Fargo and spoke with a person in the Executive Office who identified herself as XXXX, and informed her that I had not applied online, had reported the identity theft, and had not received a copy of the application as requested. She put me on hold to inquire about my concern, and then told me she could not find any information related to an investigation on the application, instructed me to contact Wells Fargo Card Services and open an investigation. She did not know how to respond to my inquiry about the letter I had previously received from Wells Fargo stating that there had already been an investigation. 

As instructed from XXXX in the Executive Office, I contacted Wells Fargo Card Service in writing and, then, received a letter from the department on XX/XX/2020, indicating that my concerns had been referred to their Fraud Department. A letter received from the Fraud Department requested I submit a notarized Declaration of Fraud which I did dated XX/XX/2020. Again, I requested a copy of the application. On XX/XX/2020, once again, I received a letter stating the investigation into my application concluded it was valid, and was referred to mediation if I still disagreed with their decision. Again, I was not provided a copy of the application. 

Subsequent to Fraud Department 's conclusion, I submitted the information requested to the mediation department, Credit Bureau Dispute Resolution, and haverecieved several benign letters that they are looking into it, blablabla .... I have received telephone messages from a claim representative, XXXX XXXX, who has been no help, informed me mediation resolves disputes about actual credit cards issued, and, basically, is of no help in getting a copy o the fraudulent application, or addressing my concerns. 

I am utterly appalled at the actions of Wells Fargo, and do not understand how the representatives can behave so ineptly in the Executive Branch and the Fraud Department, much less the Mediation Department. It's like they just pass consumers from one department to  the other without giving much thought to the concerns submitted, check off a box that they did their due diligence, and move on to the next issue at hand. It is enough indignity that someone can fraudulently invade the privacy of a citizen and cause undo frustration and financial hardship, and then to have to waste time fighting for justice because of sloppy work. Someone has broken the law and because it seems minor to others, nothing is done to correct the injustice or find the culprits who commit the crimes. 

I have to say that XXXX should be commended for it's swift, just action, and customer service department that really seemed interested in my concerns as a citizen and consumer. It is deplorable that a company as large as Wells Fargo can operate so inadequately and get away with it. How hard can it be to print a copy of a credit card application and mail it to a consumer when the law ( which I provided a copy ) states they are mandated to do so.

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