Consumer complaint received 2023-12-29 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Account opened without my consent or knowledge
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
Date : XXXX XXXXo : XXXX XXXX XXXX / XXXX XXXX  Subject : Wells Fargo Case number : XXXX Account number ending in : XXXX Checking account : XXXX ; Join account under XXXX and XXXX XXXX Saving account # : XXXX. Join account under XXXX and XXXX XXXX Brokerage Account # : XXXX Under XXXX XXXX, XXXX did not open this account before. 

Dear Sir : On XXXX XXXX XXXX, without knowing the situation, My account in Wells Fargo bank was hacked by a hacker, who open a brokerage account under my name. The hacker transferred all of my savings account 's money to purchase XXXX shares until I got an insufficient funds notice from an e-mail from the bank around XXXX XXXX XXXX 

Immediately I reported to Wells Fargo Bank and told the claim department lady, that I did not open a brokerage account with Wells Fargo Bank. The existing stock share was not purchased from me and did not belong to me. The claim or brokerage account lady told me I have to make up existing insufficient debt. I did not agree to that and told them those stocks I did not own that because I had not purchased them before. Later on, my account was locked and I went to XXXX for my mother 's XXXX XXXX  and took care of her health until back time on XXXX XXXX XXXX I tried to contact the Wells Fargo claim department for details. They told me my case had been investigated and closed as shown in the letter on XXXX XXXX XXXXXXXX They said all of the communication devices were identified such as IP, phone number, etc. That is why they closed my case. 
I am totally against their conclusion based on the following reasons and request your organization to investigate my case : XXXX Who set up my brokerage account with the wrong phone number connection under my brokerage account profile? 
XXXX. Over-action from either the brokerage account department or claim department without notice of my claim. They took out all of my money from my savings account to cover that insufficient debt in the brokerage account which was under my name. At this period, my account still was locked from Wells Fargo Bank. So far, I do not think I still own this brokerage account. They should not have the right to take my savings account money to cover their debt. 
XXXX. In the IP verification sheet, it was received on XX/XX/XXXX. This sheet was mailed on XX/XX/XXXX letter, there are too many wrongs such as IP address and others. 
IP address and ISP, State, City, and online Login history are wrong. I did verify with XXXX XXXX XXXX, XXXX XXXX, XXXX, my public IP is XXXX. It is not XXXX as your sheet listed in attached file XXXX Address XXXX. For the other company, XXXX XXXX XXXX XXXX, I did call the customer service department with XXXX XXXX, XXXX. She did check her company file and told me they did not have any service in my area. The other listed company XXXX XXXX XXXX uses XXXX for internet service which we did not have use XXXX  before. So far, XXXXXXXX XXXX XXXX was my home previous internet service company in XXXX. The current internet company is XXXX XXXX which also served us this whole year already. 
XXXX. User Agent with XXXX ( XXXX XXXX XXXX XXXX XXXX : XXXX ) XXXX XXXX XXXX ( XXXX, like XXXX. XXXX ) I n my home desktop computer, I do not have any XXXX XXXX XXXX XXXX XXXX as shown in your user agent. XXXX available browsers are XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX. In Wells Fargo Banks " Righ to Documentation Package Contents '' in this sheet, see attached file XXXX XXXX. My home internet company was XXXX XXXX running from XX/XX/XXXX to current time XX/XX/XXXX. I did not change the internet provider XXXX XXXX. So the IP public address should be XXXX, and the location should be in XXXX XXXX XXXX XXXX as shown in the " Online Login History '' sheet, as shown as the file on XXXX XXXX I have no idea why you list so many different IP addresses with XXXX XXXX XXXX, XXXX, XXXX, and XXXX XXXX XXXX XXXX in different locations. 
I am not sure about the terms, XXXX XXXX XXXX XXXX XXXX. Do those terms are shown in your bank system? Once people access your system, the number shows up automatically. If that is true, that is your bank security system problem. At least the IP address and, and ISP is not from my side. Do you need to verify where it came from? 
I will continue to fight this case to recover my loss. Also, I believe bank security problems should not count as customer responsibility completely. 
Conclusion : I did request detailed device connection information from Wells Fargo Bank. There are a few points that are not right such as 1. The Brokerage profile listed the connection phone number as wrong, which I did not see before. 
XXXX. IP address XXXX is different than my computer 's public IP XXXX. 
XXXX. All list of IPSs companies, XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX are wrong which I did not use before. The user agent through XXXX was wrong too. I did not use the XXXX browser before. 
XXXX. The important thing is who allows people to open brokerage accounts with the wrong profile phone number under my name without my permission. Wells Fargo bank was designed to run savings and checking accounts purely without playing any brokerage accounts. 
Customers opening savings and checking accounts in Wells Fargo bank is based on trust, and believed that security protection technology should be the bank 's responsibility. There is no reason to ask customers to run security designs or set up devices for bank security systems. 
Please help me to invest this case and get back those lost money from bank. Thanks. 
XXXX 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 explanation