Consumer complaint received 2019-07-29
Company: WELLS FARGO & COMPANY
State: MN
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Credit limit changed

Complaint:
XX/XX/XXXX To whom it may concern, In XXXX of XXXX, my spouse ( deceased on XX/XX/XXXX ) received a letter from Wells Fargo informing him that he had been turned down for a {$5000.00} Line of Credit. This application was apparently then backdated and added me as the primary borrower with him listed as secondary. That application was subsequently approved. I have/had no knowledge of participating in this process and did not attend any closing or other meeting on this issue. I also found a notation in his writing on one letter authorizing auto-deduction from my personal checking account. 
Following my husbands death in XX/XX/XXXX, I had to take over handling bill payment for the first time and to begin work on identifying accounts that I had no previous knowledge of. It took me a little time to gather what information I could and to pursue gaining closure on those accounts. I contacted Wells Fargo in XXXX of XXXX asking how I became listed on this Line of Credit account and also who had authorized auto-deduction from my personal checking account. I was told that I was listed as the primary borrower and that my spouse had authorized auto deductions. I explained at that time that I had no knowledge of the account and that I had not approved it. I was informed that since I was primary, it was my responsibility. They did agree to discontinue auto deductions and to begin billing me. 
I was referred to a different customer service department to further explore the account information. A Mr. XXXX XXXX was the assigned representative. I asked to have a copy of the application signature page sent to me so that I could verify my signature. I also asked how it was possible that a Line of Credit for {$5000.00} now had a ceiling of {$15000.00}. No information was offered. XXXX XXXX informed me that they had no copy of the application signature page available, nor proof that I was in the office, but that since I was listed as primary the debt was my responsibility. He further stated that the fact transfers had been made and payments had been made that also indicated it was my responsibility. I told him that of course I had made payments as I didnt want my credit impacted while attempting to sort this out. I asked him to look at the records because there was never any transfer made to my account and provided him with the number. It took several weeks to get this information which was of no significance. He refused to speak with me further, saying he had explained all he was going to. I spoke with an attorney to ask how to proceed with the lack of information and the poor communication. She contacted the department on my behalf, was given a new case number and a representative named XXXX on XXXX. She advised me to give this person a call to introduce myself and to see what further information could be provided. I did so. XXXX was pleasant and told me that it could take up to 10 business days to get the information and to get back to me. When she did contact me on XX/XX/XXXX, the information was basically the same : They had not located the signature page but there was a letter mailed from the branch. She maintained that there was enough research to say that both my husband and I were responsible. I was then referred to the hardship department. 
I passed this information via summary to my attorney and asked what next steps I should take. She recommended that I get in touch with the hardship department and inform them that since apparently the bank can not provide : 1. That I applied for or signed for the loan, either in person or on paper 2. That I ever requested the loan increase 3. That I personally ever received any funds from this account 4.  That I ever authorized auto payments from my personal account I should ask the hardship department to confirm in writing that my name would be removed from the loan. 

I contacted XXXX on the hardship team and he referred me to an XXXX on the hardship team. I conveyed the above information as stated. He informed me that I needed to speak with the Executive Team regarding the situation and connected me by conference call to XXXX on that team. I spoke with XXXX for a few minutes and reiterated the entire experience, and he nicely let me know that I had been connected to the right people as the Executive Team was the only level that would be authorized to make changes as they were the final level of investigation. He then gave me the name of a XXXX XXXX, XXXX XXXX, along with her direct dial number and yet another case number. On XX/XX/XXXX I was told that XXXX XXXX would contact me within 10 business days. I heard nothing from her, so on XX/XX/XXXX, I called and had to leave a message as she was out until XX/XX/XXXX. Again, I heard nothing so I called on XX/XX/XXXX and again left a message. 

When I had a conversation with XXXX XXXX on XX/XX/XXXX, she informed me that per the letter she had sent, a Wells Fargo Card and a NOTR had been used as my ID. I told her that was interesting as Id never had a Wells Fargo Credit Card, she quickly said well it could have been a debit card. I then asked her what a NOTR was, since I had no idea. She told me she didnt know what that was. On the form that was included with the letter ( received the same day as the phone call ), it said no drivers license was provided. Again, I asked her how that could be since I use my drivers license as my ID all the time, and would never be without it. She couldnt answer that either, but said that the form didnt allow her to add any information (? ). Her bottom line was that theres nothing they can do because the evidence points to me being responsible. Again, what evidence? 

She advised me to speak with the Hardship Team to discuss lowering the monthly payment. I did place a call to them but it was never returned. 

I dont believe this account is my responsibility. I have absolutely no recollection of any meeting or closing appointment. They can not offer any signature proof or any proof that I was ever in the office for this application. They can not or chose not to explain how a {$5000.00} credit limit was raised to a {$15000.00} limit while my deceased spouse was handling financial arrangements. They can not demonstrate that I benefited in any way from this account by virtue of the fact there is no record of any transfer or cash advancement ever made to my personal checking account. You will also note that on the form provided by XXXX XXXX, my spouse is shown as employed at the time when in reality he had been retired for several years. Nothing about this situation is accurate or my responsibility.

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