Consumer complaint received 2019-11-30
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
This is not a duplicate complaint. Wells Fargo has violated Reg E regarding my account several times and it seems that in my case, it's acceptable? I reported fraud as soon as I was certain of what happened. Wells Fargo made it seem as though if I didn't have my card, I couldn't complete the claim. I exceeded the efforts that is required by a consumer to assist in any investigation. In return, Wells Fargo failed to provide me provisional credit for a bona fide customer claim under Section 205.11 ( c ) ( 2 ) ; failed to promptly complete an investigation of the my claim within the 90 days required by Section 205.11 ( c ) ( 3 ) ( ii ) ( B ).

Failed to provide me with the written explanation required under Section 205.11 ( d ) if the bank determined that no error occurred ; and upon reviewing my welcome package, failed to provide the disclosures required by 1005.7 ( b ) ( 1 ), ( 2 ), and ( 3 ). There is nothing in my package stating what to do in case of a fraud, nor the liability. The welcome package was checked off by the banker who opened my account, with a checkbox next to everything we discussed that day, and there isn't anything on it which suggests what to do about fraud or the liability. Nothing. I received a letter from WF today that is dated XXXX stating WF is " reviewing the issues mentioned in my complaint ( XXXX ). It says nothing at all about the fraud claim. It says nothing at all about any decision it's made regarding correcting the error. It says nothing about provisional credit. Is this or is this not Regulation E non-compliance? Is the CFPB going to enforce the regulation? I was told in the last letter that they would notify me within ten days of their determination. This isn't a determination. It's simply buying more time, while I suffer without my money. The CFPB is supposed to enforce these regulations, but I have pointed out these issues previously, save the new information listed, and WF hasn't done anything differently, so apparently the rules aren't being enforced where I am concerned. It's seeming more and more discriminatory by the day. Now in this latest letter, they promise a response within ten days. It's now going on seven months since this began! Seven months is an inexcusable amount of time to deny a consumer his or her rights under Reg E and get away with it as WF has thus far. I sure hope someone helps me. I need my money, and allowing this to continue isn't exactly protecting me at all.

I am attaching an audio recording that captured those responsible speaking about stealing my money. Someone in the conversation states they work for WF. As I mentioned previously, my files may have been corrupted, but I had recorded this on a separate laptop after extracting this sample from the original source, to try and reduce the noise and enhance the sound to hear it better. With all the money WF has they can certainly pay someone to transcribe it, and they will see that I am a victim and that their behavior regarding me is inappropriate to say the least. This is unfair.

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