Consumer complaint received 2017-03-23
Company: WELLS FARGO & COMPANY
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
Today I was attempting to transfer money through my Wells Fargo bank account, using the XXXX feature. In the process, I was prompted to call Wells Fargo customer service to add my phone number to the account to obtain an XXXX. The representative stated that she would need to ask me some questions derived from public information. She made no mention of obtaining my credit report and stated made sure to indicate that all of the questions would be based on public information. She proceeding to ask me the following questions : 1. In XX/XX/XXXX, did you open an auto loan account with one of the following lenders? ( she proceeded to list XXXX lenders ) and my response was " no '' 2. In XX/XX/XXXX, did you open a mortgage account with one of the following banks ( she listed XXXX options ) and my response was " no '' She then asked me to verify a current or previous address and a current or previous phone number. ( I understand that these two questions could be in the public domain ). 

In the midst of this conversation with the representative I was sent an email by XXXX stating that my personal information had just been used by Wells Fargo to pull my credit report. I pay for a credit monitoring service each month to be notified if my personal information has been used to open new credit accounts without my permission. I proceeded to ask the representative if she had just pulled my credit report and let her know that I had just received a notification of the same from XXXX. 

The representative stated that Wells Fargo does not check a credit report for verification and all the questions she asked she were based on public information ( information available in the public domain ). This was very surprising because I know this is not true ( when it pertains to auto loan and mortgage info ). In order to obtain this information, my credit report/information would have to be checked. I asked her why Wells Fargo is using deceptive practices and checking customers ' credit without their knowledge and misleading them by telling them they are getting the information for the questions from public information. 

The representative then asked irrelevant questions ( " did you open a Wells Fargo credit card today? ) I was then transferred to another customer service agent in the " executive '' office. Who proceeded to ask more irrelevant questions. I asked where the public information they are using to create the questions is coming from and he stated that they gather the information from government agencies. I then asked why my credit report had been pulled, as XXXX is not a government agency, and he advised me to contact XXXX. 

I am fully aware that a lender may check my credit report from time to time to ascertain my financial situation or to verify my identity. However, it is deceptive and misleading to inform a customer that they will be asked questions derived from public information, when indeed, they are pulling a credit report and forming the questions based on personal information. 

I also do n't necessarily have a problem with Wells Fargo asking questions derived from personal information contained in a credit report. However, they MUST not mislead/flat out lie to their customers when doing so. In addition, there are ramifications to the consumer when their credit is checked. 

I am certain that Wells Fargo has been using this deceptive and misleading practice widely throughout their operations and perhaps it has n't bothered anyone else. But I rely on the banks, companies and organizations I conduct business with to be upfront and honest. I do not expect them to lie to me or mislead me in any way. 

This practice is unacceptable to me and my fellow consumers. I want to see it resolved and I will make sure that pursue this matter, until this practice has been changed. 

Thank you for your time and attention. 

XXXX

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