Consumer complaint received 2015-05-06
Company: WELLS FARGO & COMPANY
State: FL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I was interested in buying a home so I went into my Wells Fargo to find out the steps I needed to take in order to do so. I had no real credit and I was advised by XXXX of their representatives to apply for a personal line of credit. I agreed and I signed a form giving my permission for them to pull from XXXX credit bureau each for my wife and I. As it turns out, they pulled from all XXXX bureaus for me and XXXX for my wife. Unfortunately, they reported the inquiry as a mortgage inquiry for XXXX of us through XXXX. This caused my XXXX score to drop by XXXX points and XXXX points for my wife. They only sent me XXXX Federal Disclosure for XXXX and they sent my wife XXXX for XXXX. I should have received XXXX since they reported to all XXXX bureaus. I only gave them permission to inquire to XXXX bureau. I then began trying to repair the situation. At XXXX Wells Fargo told me that they only pulled from XXXX bureau and they never submitted it as a mortgage loan inquiry. I then had to provide them proof that I was correct. Once I provided the proof that they had done the wrong thing, I eventually obtained a letter from the bank manager stating that I had only applied for a personal line of credit. After numerous hours of face to face discussions and hours of phone transfers, I ended up speaking with XXXX XXXX ( XXXX ). She told me that I needed to fax her proof that Wells Fargo had done an inquiry from all XXXX bureaus and that it had been a mortgage inquiry to XXXX At my own expense, I obtained my credit reports. I also obtained information from XXXX proving that the mortgage inquiry that Wells Fargo made had hurt our credit scores. I faxed her all of the information that pertained to my case with them. I did not sent her my entire credit report because no other information should have pertained to the situation I was having with them. I began calling after a few days to ensure that she had received the fax. She refused to answer the phone or return my messages. Finally, I did get through to her and she told me that she needed to see all of our credit reports in their entirety to be able to tell what really happened. I was uncomfortable with this, as I did not understand why she needed such detailed information from my credit reports that did not correlate with the issue at hand. However, she told me that if I did not send her all of the reports in their entirety, Wells Fargo would do absolutely nothing for me. So, I again obtained my credit reports and faxed them at my own expense. I called a few days later to see if she had received the fax and she refused to return my calls and messages. I ended up having to place a complaint about the lack of communication. After calling over the next few days, she did finally answer. She told me that she had sent the information to her manager and after discussing it, there was nothing else they could do for me. I have spent hours on the phone being transferred around trying to get this resolved. I have been spoken to very rudely, hung up on and lied to. When I am fortunate enough to get someone on the phone, all they can tell me is that they do not know what happened, they do not know what to do to fix it and that they do n't know what else they can possibly do for me. I tried to dispute this directly with the credit bureaus, but since I admitted to applying for a personal line of credit, they said there is nothing that they can do for me, even though it was mistakenly submitted as a mortgage inquiry. They told me that it had to be taken up with Wells Fargo before it could go any further. I am demanding that Wells Fargo remove all inquires from all of the credit bureaus since they clearly did the wrong thing. They only had permission to inquire from XXXX bureau each for my wife and I and they submitted the inquiries incorrectly as mortgage inquiries. Documentation enclosed.

Company response to consumer: Closed with explanation