Consumer complaint received 2020-04-22
Company: WELLS FARGO & COMPANY
State: MI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
On or about XX/XX/XXXX, I obtained my annual free credit report from XXXX. On the report were three inquiries from Wells Fargo credit services dated XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The XX/XX/XXXX inquiry showed twice. I have never conducted business with Wells Fargo in any fashion. I called the telephone number that showed for Wells Fargo on the report, ( XXXX ) XXXX, twice on XX/XX/XXXX and the call was never answered in any fashion -- the line just kept ringing and eventually went to a busy signal. Later that day I reached XXXX XXXX at ( XXXX ) XXXX, supposedly in the executive offices at Wells Fargo, although the people there conduct themselves more like they are in a third rate call center. I gave XXXX all of the information she requested from me and I offered her more but she declined. She put me on hold at least twice, said she was not able to find any relevant information on her own, claimed she could not call me back and transferred me to XXXX-also supposedly in the executive offices. XXXX seemed confused, said she would research the matter and contact me via telephone and a letter. The line went dead when she said she would give me her telephone number. She called me back several minutes later and gave me the telephone number of ( XXXX ) XXXX. She also said it would take about ten days for a resolution. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX from XXXX XXXX, also supposedly in the executive offices with the same telephone number that XXXX had given me. The letter, addressed to my home address, showed the incorrect zip code of XXXX for my home. That zip code is for XXXX, California, some two or three thousand miles from my home and where Wells Fargo reportedly made the inquiries on my credit report. The letter listed the case number XXXX and asked that I call with information that I had already given to or offered to XXXX and XXXX. I left voice mail messages for XXXX on XX/XX/XXXX and XX/XX/XXXX. I did not hear from her. On XX/XX/XXXX I spoke to XXXX at the ( XXXX ) number and asked to speak to XXXX XXXX  manager. XXXX indicated I would receive a return call from the " leadership team within 48 hrs. ". I have not received such a call. On XX/XX/XXXX I did get a call from XXXX who claimed she had received an email from XXXX and that XXXX had copied two supervisors ( unidentified ) on the email. XXXX, like XXXX and XXXX, impressed me as being incompetent. She said she had no information whatsoever other than my telephone number. When I questioned her regarding the letter she sent me, she said " and your address ''. She claimed she had no idea how I had discovered the inquiries on my credit report and she had none of the information I had given XXXX and XXXX. She stated she had closed my case on XX/XX/XXXX without doing anything and then sent me the letter -- even though she had my telephone number. She claimed she needed my full social security number even though her letter asked only for the last four digits. She continually seemed tentative, confused and incompetent. She gave me information only when I questioned her thoroughly. She claimed she could ( not would ) re-open my case ( she also said Wells Fargo could " make another case '' ). According to XXXX, " another '' person would handle either a re-opened case or a new case. Apparently, that way, any information I gave a second time could more easily be lost again. XXXX said a supervisor would still call me in any event. Of course, I have not heard from anyone at Wells Fargo since. It is a dishonest entity that has given me only false information and displayed a complete lack of competence.

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