Consumer complaint received 2025-06-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
Today, I spoke with a manager, XXXX, regarding CFPB XXXX. She gave multiple pieces of concerning information ( below ), and I'm being told that any further concerns about her and her team 's behavior and/or my issue will continue to be routed to her and her team. This completely goes against the point of complaints and concerns with mishandling. I have spoken with multiple managers at Wells Fargo over the last 7 months since this concern was unfortunately first opened, and I have never encountered such an unprofessional manager and team. Someone else needs to look over this request and their work, and I should not be requesting this. Anyone who speaks with XXXX or her team ( XXXX ) can hear in their voices that they could care less. I mentioned this to XXXX about a month ago, and she turned that conversation around, but nothing has stuck as of today. 

Please see below. These are specific concerns and require specific responses to each : XXXX. Per my specific FCRA violation concerns, these are below. When mentioned to XXXX to ask if these could be forwarded to the legal team for response, she said the legal team has already looked over my concerns and will respond in the same manner. She was not aware of my specific concerns, but I appreciate her pre-dismissal and continued lack of care. Please address each of the below : a. Section 607 ( b ) Accuracy of Consumer Reports ( XXXX U.S.C. XXXX ( b ) ) Whenever a consumer reporting agency prepares a consumer report it shall follow reasonable procedures to assure maximum possible accuracy of the information concerning the individual about whom the report relates. 

Per my conversations with all credit bureaus, Wells Fargo has not provided the correct data and/or authorization for the credit bureaus to unsuppress and reinsert the accounts. I am aware that your bank continues to state that you have, but the clear continued omission on my credit report is what matters. It is not my responsibility to continue to investigate on behalf of Wells Fargo nor on behalf of the credit bureaus. As mentioned below, I am a consumer as an authorized user and fall under these FCRA guidelines. The continued lack of troubleshooting and correcting of this issue, with finger pointing by both Wells Fargo and the CRAs, has adversely impacted my credit score for over XXXX  months since this was originally raised. Omission obviously violates " maximum possible accuracy '', unlike how XXXX attempted to define " accuracy '' ( stating that omission has nothing to do with accuracy... ). Again, the CRAs are claiming that Wells Fargo is not reporting correctly and, therefore, they are unable to accurately report the accounts ending in XXXX and XXXX per these FCRA obligations. 

b. Section XXXX ( c ) Definition of XXXX ( XXXX U.S.C. XXXX ( c ) ) The term consumer means an individual. 

Section XXXX ( c ) defines a consumer as any individual, which unequivocally includes authorized users when their information is ( or should be ) part of a consumer report. In cases where an authorized user account is * not reported * on their credit report, this definition establishes that authorized users are entitled to the FCRAs protections, including accurate reporting. If an account is missing, the authorized user, as a consumer, has standing to challenge the omission because their credit report is incomplete. For instance, if a credit card issuer reports the account for the primary user but fails to include the authorized users association with the account to the CRA, as in my case, the authorized users credit report may lack relevant data that could affect their creditworthiness, as mentioned above. This section ensures that authorized users are covered by the FCRAs provisions, allowing them to seek remedies ( e.g., through disputes under Section XXXX ) for missing accounts that should be reported to reflect their credit profile accurately. XXXX XXXX, Wells Fargo has undisclosed internal policies regarding not being required to report with " maximum possible accuracy '' for authorized users, as you are not legally obligated to do so. This is completely false. 

XXXX XXXX XXXX ( d ) Definition of XXXX Report ( XXXX U.S.C. XXXX ( d ) ) The term consumer report means any written, oral, or other communication of any information by a consumer reporting agency bearing on a consumers credit worthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living which is used or expected to be used or collected in whole or in part for the purpose of serving as a factor in establishing the consumers eligibility for ( A ) credit or insurance to be used primarily for personal, family, or household purposes ; ( B ) employment purposes ; or ( C ) any other purpose authorized under section XXXX of this title. 

Section XXXX ( d ) defines a consumer report as any communication of information bearing on a consumers creditworthiness, which includes data about authorized user accounts when reported by CRAs. If an authorized user account is * missing or excluded * from the consumer report, again, the report may fail to include information that impacts the authorized users credit standing. The broad scope of any information in this definition implies that CRAs are responsible for including all relevant account data, including authorized user accounts, when provided by furnishers like Wells Fargo. If the account is not being reported properly by Wells Fargo ( which is what the CRAs are stating ) authorized users can assert that the consumer report is incomplete under the FCRA. 

Again, please address each of the above. We are well beyond the XXXX timeline required by the FCRA for matters like these. I am prepared to further escalate this legal matter when Wells Fargo should simply be having their caseworkers properly exhaust and complete requests in full instead of having consumers escalate. 

XXXX. When asked what the general responses from the credit bureaus were when Wells Fargo manually contacted them, XXXX stated that they vaguely responded that they could not reinsert the accounts. After working with other banks on the same exact issue ( suppressed accounts that were able to be reinserted ), I have never gotten this answer before. In fact, I have been told by banks in other XXXX offices that they " do not take no for an answer ''. This is why they were able to resolve the same issue now facing Wells Fargo - these other banks also understood their FCRA obligations. It goes without saying that this is the level of care that clients should expect from Wells Fargo. I am fully confident that XXXX and her team did not advocate for nor did not exhaust all options available to reinsert these accounts as they feel they do not have a legal obligation to do so. As told to XXXX and as she well knows, this issue has affected me and my XXXX XXXX adversely over the past 7 months ( well over the 30 day deadline given by the FCRA ). If this was an issue that personally affected XXXX, I guarantee it would be handled differently. XXXX and her department are not advocating for nor caring about the impacts to clients nor consumers and, again, this well shows in the dismissive attitude and voice XXXX, XXXX, and XXXX have given on each and every call. 

For this point, the steps taken by Wells Fargo when the credit bureaus vaguely responded that they can not reinsert an account that they are required to reinsert should be provided here. 

XXXX. When I further asked what the credit bureaus stated, XXXX responded that this information was " proprietary ''. Did XXXX just make this up to avoid answering my question ( as she didn't have the answer, despite how " thoroughly '' and " extensively '' she had worked on this case )? Who determined that responses from credit bureaus regarding my credit file are " proprietary ''? 

XXXX. When I asked if my call with XXXX was recorded so someone could look over it, XXXX bizarrely stated that the CFPB has asked that Wells Fargo not record calls for certain individuals (? ). When asked what she meant, she said she will not go into detail, then stated that no calls with managers at Wells Fargo are recorded. Can this be confirmed? If I have a complaint with a manager ( which I do in this case and did in my last CFPB ), it is extremely concerning that Wells Fargo is not recording calls for oversight. This may go back to teams investigating themselves - it seems that Wells Fargo does not take complaints against managers seriously if it is true that calls with managers are never recorded. 

XXXX. The resolution letter for CFPB XXXX mentions nothing about the complaints I had for the specific individuals. Please see CFPB XXXX for the same and confirm that these complaints have been reviewed outside of XXXX 's department. Of course, the same issues repeated themselves here as the same problematic team handled the same request, which makes no sense. 

I have been more than patient for over XXXX  months regarding this serious credit concern with Wells Fargo. I recently had to escalate to the CFPB after XXXX and her team took over my case with clear lack of care. Again, I have faced this exact same issue with numerous banks. There is not XXXX bank who has mishandled this issue as egregiously as Wells Fargo. Every single bank has been able to unsuppress and reinsert previously disputed accounts with all XXXX credit bureaus. There is clearly something wrong here, and it is not for the team to hide behind unsubstantiated legal reasoning simply because they do not want to address a complex issue. 

This concerns needs to be assigned to someone who understands, advocates for, cares about, and exhausts all options to finally resolve this problem. Again, no one should be dealing with this 7 months later.

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