Consumer complaint received 2022-09-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Cell : ( XXXX ) XXXX Email : XXXX XX/XX/XXXX To : Wells Fargo XXXX XXXX XXXX XXXX. 
6 major email addresses of Wells Fargo as XXXX XXXX XXXX XXXX Wells Fargo online : XXXX XXXX 2 main of contact phone numbers after the claim dispute and fraud investigation done by Wells Fargo agents who declared the XXXX legitimate service and paid for them {$2400.00}. 
Customer Service ( XXXX ) XXXX XXXX XXXX Escalated Solution ( XXXX ) XXXX Summary of the issues of XXXX XXXX XXXX of XXXX product as follows : ID # XXXX ( {$49.00} posted XX/XX/XXXX ) ; ID # XXXX ( {$1100.00} posted XX/XX/XXXX ) ; ID # XXXX ( {$710.00} posted XX/XX/XXXX ) ; ID # XXXX ( {$310.00} Posted XX/XX/XXXX ) ; ID # XXXX ( {$200.00} posted XX/XX/XXXX ). I have suffered for almost 3 months starting from XX/XX/XXXX until present XX/XX/XXXX for paying 4 times through my XXXX ending # XXXX the total of {$2400.00}. XXXX paid back {$49.00} for an introduction to their service of installment of electronic devices leaving the disputed amount of {$2400.00}. 
In my case, the sum of {$2400.00} was the total amount of the labor cost of the installation of the XXXX video camera at some spots inside and outside of my house in conjunction with the XXXX product sold by the XXXX team. However, the XXXX product installment of XXXX was unable to make the connection with the XXXX Community Monitoring ( XXXX security service ), and XXXX also improperly sold the XXXX devices directly to me through their service of installment for my convenience ; therefore, the issue of no appropriate connection to XXXX  monitoring was properly from the Ring devices sold not from the original seller. 
After 2 months ( XX/XX/XXXX and XX/XX/XXXX ) of verbal complaints back and forth with the XXXX managers, I received no response and no refund from XXXX managers. Therefore, I called the XXXX XXXX California XXXX XXXX XXXX ) for their advice on XXXX installer issues where I got the message to get my compensatory damage from the Wells Fargo XXXX  to stop payment because the improper selling XXXX devices and failure to make a connection with XXXX XXXX was not under XXXX jurisdiction. 
So far, under the WF claim dispute and WF Fraud investigation time frame of 60 days starting from the day that WF received my warning and complained against the XXXX merchant 's unlawful conduct ; WF agents should stop the payment to the XXXX merchant. But WF failed to protect my financial resource ; therefore, I started my complaint against WF agents to WF management to absorb my {$2400.00} loss resulting from WF agent 's failure to stop payment within the 60 days allowable time frame. After XX/XX/XXXX, when I was informed by the WF executive intake escalator who took in my complaint and generated a case number for the assigned escalator specialist to give me the legitimate solution, I expected to see the {$2400.00} put in the dispute section where no interest being applied and no harassed billing collection issues to me from XXXX, XXXX, XXXX, XXXX, XXXX, and the present of XXXX of XXXX. 
I have suffered emotionally, physically, and financially through complaining, appealing to the Wells Fargo chain of command from XX/XX/XXXX until today, and moving upward and downward ( from the bottom to top, then, from the top back to the bottom ) through the processing time of researching but compiling of the escalating specialist and their managers for 9 months with no solution but researching, and finally the adverse effect solution of XXXX XXXX and his supervisor XXXX from XX/XX/XXXX, until XX/XX/XXXX, while they both hit and run leaving the damage to the WF loyal customer as I am. 
On XX/XX/XXXX, I contacted XXXX XXXX, a customer service supervisor ID # XXXX ) who confirmed that the amount of {$58.00} that XXXX monitor refunded toward my previous credit card ending # XXXXXXXX ( WF XXXX # XXXX ) which was replaced by WF Fraud Department with the assistant of XXXX XXXX, an escalator specialist, who assured me over the phone that the balance of my credit was {$0.00} amount- there was no transferring, no confusing from the previous with the disputed amount of {$2400.00} set aside in the new card ending of # XXXX ( WF XXXX # XXXX ) issued by WF Fraud Department action, not by customer request on XX/XX/XXXX. Furthermore, XXXX XXXX took in my complaint and generated a new replacement for the previous complaint number # XXXX to # XXXX over the WF phone # ( XXXX ) XXXX. He also provided a customer service complaint # XXXX with the instruction to call ( XXXX ) XXXX before calling the Executive Branch at ( XXXX ) XXXX. He generated points of my complaint as ( 1 ) request to provide the final solution for my complaint against the time wasted for research and harassment of WF agents for pending the solution ; ( 2 ) the above dispute amount of {$2400.00} should be deducted {$500.00} that WF executive office reward to me in XX/XX/XXXX not adding interest rate to bounce back to {$2700.00} ; ( 3 ) why it took so long from XX/XX/XXXX, to XX/XX/XXXX, for the specialist to research and find out the misconducts of WF escalated specialists; ( 4 ) stop emailing, mailing, and phone calling the default, delinquency of WF XXXX billing department that triggered my anger, stress, XXXX and worsen my physical and mental condition ; ( 5 ) in XX/XX/XXXX, I filed the complaint with WF about the financial XXXX XXXX against those WF billers harassment because I had been waiting for WF executive officer to remove the remainder of the XXXX merchant charge entering to my XXXX card for WF agents fault. 
On XX/XX/XXXX, I spoke to XXXX XXXX at ( XXXX ) XXXX, who was an executive intake officer of XXXX XXXX because I received a mail letter from WF bank dated XX/XX/XXXX, that warned me about ( 1 ) my credit score reduced from XXXX to XXXX due to owning WF XXXX  unpaid ; ( 2 ) my WF credit line reduced from {$7000.00} to {$2600.00} even though I paid all of my balance through other merchants and stopped using a new XXXX Card issued to me on XX/XX/XXXX ; ( 3 ) providing me the WF legal contact information for me to address my issues either unresolved or provided the adverse solution before I seeking the legal assistance outside of WF system ; ( 4 ) stop adding the interest into the disputed amount pending at WF Executive Office for WF agents misconduct and disrespect toward an elderly customer ; ( 5 ) WF local branch has no idea and no authority to address the WF XXXXXXXX and the WF escalated specialist and managers. They advised me to continue to address my issue with the proper channels of Wells Fargo for a proper solution. As per XXXX XXXX 's information that the decision on XX/XX/XXXX, was made by XXXX XXXX XXXX to resolve case # XXXX, I was not aware and was informed by XXXX XXXX whose phone # ( XXXX ) XXXX ext XXXX where the extension was either not exist or no longer in service. Finally, XXXX XXXX informed me to give XXXX XXXX a second chance to carry out his duty according to WF policy and procedure and address the issue with me. I requested her to leave the message to XXXX XXXX, a supervisor of XXXX XXXX XXXX who is my current case manager, but XXXX XXXX failed to call me in the next 2 days. Therefore, I called phone # ( XXXX ) XXXX back and got XXXX XXXX XXXX, a team leader of escalated specialist, who told me that he would take care of my case and called him at his cell # ( XXXX ) XXXX if I would see my new case being informed via a phone or my email address. The solution should be reached 10 days after the case manager officially informed me a couple of days after a case was taken in by an intake officer. The attempt solution was estimated by XX/XX/XXXX. However, I left voice messages on XXXX XXXX 's cell phone on XX/XX/XXXX, and XXXX, XXXX but received no reply from him. XXXX XXXX was on vacation as per XXXX XXXX verbally informed me when I criticized him for failing to take a second to handle my case accordingly as per Wells Fargo Policy and Procedure guidelines for them. On XX/XX/XXXX, I requested XXXX XXXX to call me back, and he called me back on XX/XX/XXXX to inform me that I would receive the email information of my case manager the next day and the solution would be rendered on XX/XX/XXXX. However, I received nothing as per his empty promises over the phone, I called XXXX XXXX on XX/XX/XXXX to check on the solution, but he told me the information via email was sent back to him as not being deliverable through my email address at XXXX. I requested him to email me right away, and I confirmed that his test email was received by me on XX/XX/XXXX at XXXX pm to prove that he was misinformed by XXXX XXXX, a second chance case manager, who also failed his second chance. XXXX XXXX promised to provide the solution by the end of the day XX/XX/XXXX. But I still received no solution. 
On XX/XX/XXXX, I called ( XXXX ) XXXX where XXXX XXXX transferred my call to XXXX XXXX, an intake executive officer at ( XXXX ) XXXX, who informed me that the XXXX XXXX manager, XXXX XXXX was a head of the department, who declared to need more time indefinitely to research and reach the solution for my case, no one above him to intervene this adverse solution of XXXX XXXX XXXX, a case manager for a case # XXXX generated on XX/XX/XXXX by XXXX XXXX XXXX Therefore, I called customer service phone # ( XXXX ) XXXX to complain against XXXX XXXX, XXXX XXXX, and XXXX XXXX hit and ran on the adverse solution and dumping on my cases where I was informed that XXXX XXXX XXXX, a manager of XXXX XXXX in XXXX XXXX state, would call me today XX/XX/XXXX, on the solution for my case that has been jeopardized and prolonged to hide, conceal, and deceive the elderly loyal bank customer like me. 
Your consideration to promptly resolve the above issues is appreciated. 
Sincerely, XXXX XXXX XXXX XXXX

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 monetary relief