Consumer complaint received 2024-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am writing this complaint to report an unauthorized deduction in the amount of {$31000.00} from my personal account ending in XXXX by Wells Fargo Bank. This deduction is associated with a business line of credit account number XXXX, a facility for which I am not a guarantor, and furthermore, it is linked to a business entity, XXXX XXXX XXXX, which ceased operations in XXXX, with all its associated bank accounts closed. 
I am also writing to express my dissatisfaction with the customer service that I received from one of your officers, who was handling my case. She was very rude, unprofessional, and disrespectful to me, and did not provide me with any information or assistance to resolve my issue. 

On XX/XX/XXXX, I noticed an unauthorized deduction in the amount of {$31000.00} from my personal account ending in XXXX. I immediately contacted Wells Fargo Bank to inquire about this transaction, and I was told that it was related to a business line of credit account number XXXX, which had an outstanding balance of {$31000.00}. 

I was shocked and confused by this information, as I have never applied for or used a business line of credit from Wells Fargo Bank. I explained to the representative that I had no connection to this account, and that I was not a guarantor for any business loans. I also explained that the business entity that was associated with this account, XXXX XXXX XXXX, was a company that I were as a shareholder, but it had ceased operations in XXXX, and all its bank accounts had been closed. 

The representative asked me to provide proof of my claim, and I agreed to do so. I sent him copies of the following documents : The articles of incorporation of XXXX XXXX XXXX, showing that I was a shareholder, not a guarantor. 
The dissolution certificate of XXXX XXXX XXXX, showing that it had terminated its existence in XX/XX/XXXX. 
The agreement that Wells Fargo Bank claims to have with me as a guarantor for the business line of credit, showing that it was signed in XX/XX/XXXX, six months after XXXX XXXX XXXX had dissolved. 

I also requested the representative to send me a copy of the original application for the business line of credit, and the authorization for the deduction from my personal account. He said that he would do so, but I never received any such documents from him. 

I followed up with the representative several times, but I did not receive any response or confirmation that my case was being investigated or resolved. I was left in the dark about the status of my issue, and the reason for the unauthorized deduction. 

On XX/XX/XXXX, I received a phone call from Wells Fargo Bank regarding my case. The caller did not identify himself or herself, and asked me to call back during the business hours. I followed the instructions and called the number that was given to me. 

However, when I reached the officer who was handling my case, she was very rude and unprofessional. She did not listen to my concerns, interrupted me several times, and accused me of lying about the charge. She also refused to provide me with any information about the status of my case, or the steps that I needed to take to resolve it. She hung up on me before I could ask any questions. 

I was very upset and frustrated by this treatment. I felt that I was not valued as a customer, and that my case was not taken seriously. I believe that this is unacceptable and violates the standards of customer service that Wells Fargo Bank claims to uphold. 

I hope that this complaint will be taken seriously, and that my issue will be resolved as soon as possible. I appreciate your attention and assistance in this matter. 

Sincerely, 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 monetary relief