Consumer complaint received 2022-12-08
Company: WELLS FARGO & COMPANY
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
While heading out for a vacation on XXXX Wells Fargo called and said they was an issue with my credit card. Since I had not used that card in months I said you're calling the wrong person. The woman replied please call the number on the back of your card. I called and was told a person from a New York phone number had called to get the balance of my account. She said it wasn't anything to worry about and said they would send a replacement card to my XXXX XXXX XXXX She had me establish a pin number in case someone called in again. 
On XXXX I received another call stating they were from the fraud dept. I called the number on the back of my card and was told they sent a card to a NY address. I live in another state. I told them to close my account. I asked why they did not use the pin number established. When I called back they did not use it with me either. 
On XX/XX/XXXX at XXXX XXXX  when I returned from vacation I received a text that 2 charges were made at XXXX {$1000.00} and {$1300.00} from account ending in XXXX. I called the back of my card and they said there were no charges. I read the text to the person who then she found the account! It was reported as fraud I asked the account to be closed as I did not open it. 
I discovered after going into the bank on XX/XX/XXXX that 3 accounts were opened. Meanwhile I was getting emails of other accounts .... a total of 5 have been opened as of XXXX. 
I have spent COUNTLESS hours trying to get them to stop issuing cards in my name to close all accounts!! One day they closed one and reopened it, after reading to me that it couldn't be reopened. When I asked why it was reopened the guy said well sometimes we do under certain circumstances!! WHAT circumstance? Theres notes of fraud all over my account!!! Then he proceeds to read me the same policy that the account cant be reopened. So they sent another one to NY. 
I have contacted the attorneys that had a previous class action against them. They say I have a law suit to file. 
Yesterday they said I have to go back to the branch again to close accounts. The branch manager identified me, then I had to call them again to close an account. I have been repeatedly told the account was being investigated ... .. and transferred to other departments. Emails have been sent to me with investigations on accounts that I don't have or that weren't sent to NY either. 
Today I received an email they want me to open a checking account with them and they will give me {$350.00}. 
I am a victim of the banks stupidity. 
I am sure this is an inside job, as I have no other issues elsewhere. 
All my family and friends have pulled their money out there. 
When I call them they send me to the fraud department to be verified with a text to my only phone I've had since I opened the account years ago. Why did they not do that with the fake person, who supposedly has my personal info?

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