Consumer complaint received 2015-07-28
Company: WELLS FARGO & COMPANY
State: VA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
In XX/XX/XXXX I responded to an offer from my bank, Wells Fargo, for an identity protection program. For about {$12.00} a month, I understood that I was to receive quarterly reports on my credit and a monitoring of my credit and identity theft protection 24 hours a day, 7 days a week. Since that time, I have been receiving quarterly reports. 
On XXXX, XXXX XXXX I received a report dated XX/XX/XXXX to XX/XX/XXXX. I noticed in the report that my " revolving credit '' was between $ XXXX more than what it should have been. I went into a panic that my credit and identity had been compromised. I immediately called the number on the report for " Customer Service ''. I told them that I believe that my identity had been compromised and I was informed that they could not help me and was given a number to call of the " Credit Information Hotline ''., the affiliated " emergency '' ( my words ) number. When I spoke to the person their and told them that I believe that my identity had been compromised and why, they told me that they can only help me if they could look at my credit report and to get that, I would have to upgrade my membership. 
I was mortified. Already in a panic that my identity and credit was compromised I am being told that they can not help me with the service that I THOUGHT I was paying for ; constant monitoring of my credit and the ability to report when I thought something was awry. I tried to argue the point but was just told that there was nothing they could do and they had no way to check what was going on with my credit. 
I was transferred back Customer Service where I was told that I had to pay about {$16.00} a month for a " daily credit report '' service and then the " hotline '' folks could see what was going on. I again tried to argue what I thought their service was supposed to give me, to no avail. With no choice and being out of sorts in panic, I asked her to upgrade me She said she could n't and that I would have to go on-line to upgrade. 
At this point I 'm not even sure that my computers have not been compromised and that that might be how my information was stolen. She said that there was nothing else she could do. I told he that they MUST look into the matter and help me get it straight. She transferred me again to the hotline. I was again informed that there was nothing they could do without the upgrade. 
I tried to calm myself a bit and realizing that I had no choice, I finally logged into the website and upgraded my membership. At least I thought I did, but then the website would not allow me to access any information about my credit. 
I called the hotline again and after some time with the agent who picked up my call AND a XXXX specialist, I was able to access my full credit report. With a call to my mother ( while the two agents held the line ) I was able to identify that the un accounted for credit in my name was from a credit card I share with my elderly mother which had an unusually large, but accounted for credit. 
I was relived that my identity and credit was not compromised but still very upset that I did not get the service that I thought I was paying for. 
I think it was the next day that I called Customer Service to complain. I asked for a supervisor. Explained what happened. I was informed that the agents ( all four of them!? ) did not act as they should have in resolving my problem. I asked that Wells Fargo return the funds that I had been paying for the last three years since I was not receiving the service that I thought I was paying for. I was denied and offered the upgraded membership free for 6 months.

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