Consumer complaint received 2024-06-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
I suffer from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Wells Fargo is the bank, for which I have an account, I have informed Wells Fargo of my XXXX XXXX and of the communications accommodations as required by the Americans With XXXX XXXX, for which they have acknowledged. 

Wells Fargo has a verification process, when you, their automated system, ask for verification information, which before you can be transferred to anyone, the automated system requires the input of the verification information. This automated system because it is supplied by Wells Fargo and as part of their verification process comports with the consumer credit protection act! 

The consumer credit protection act, only allows for verification once while connected in system on the same call. The law does not permit for continual and repeated verification during the same call while being transferred in system! 

I'm on a call at this very moment with Wells Fargo, and the representative asked me for my phone number and said they would send me a verification code to my phone, all I gave her was my name she already had my information in front of her she sent me a verification code I read it back to her and that was it. This is the first representative who even suggested that such was an option! 

The XXXX XXXX ( XXXX ) requires financial institutions to protect the privacy of consumer information. It mandates that companies implement safeguards to protect customer information efficiently and securely, which can be interpreted to discourage redundant and burdensome verification practices. 

Relevant Case XXXX XXXX  XXXX XXXX XXXX : XXXX XXXX XXXX ( XXXX ) Summary : This case emphasized the importance of protecting personal information and preventing its misuse. It underscores the principles of consumer privacy and proper handling of personal data. 
FTC XXXX XXXX XXXX XXXX XXXX XXXX. 

XXXX XXXX XXXXXXXX XXXX XXXX. XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX : This case involved the FTC taking action against deceptive practices related to consumer information, highlighting the need for fair and reasonable practices in handling consumer data. 
XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) Summary : This case dealt with the mishandling of consumer data and underscored the necessity for institutions to have appropriate and non-intrusive security measures in place. 

Repeated verification is a redundancy and does not help protect the account, And since the law mandates efficiency, repeatedly in the same call, while connected to the same system, is not efficient if there is a need to verify at each transfer, it's a redundancy, and it violates my right of access to my account for which Wells Fargo operates as custodian only and not owner of the account! They are verifying my account not their account and by law, they operate as my agent!

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