Consumer complaint received 2025-08-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: SC

Complaint narrative:
A checking account I did not make appeared on my Wells Fargo app. It had access to all of my accounts. I contacted Wells Fargo to make them aware. They told me the account was created the XXXX, SC XXXX and XXXX XXXX. They told me they would deactivate the fraudulent account and secure my account. Instead they did not secure my account in any way for 17 days- a XXXX. At that point XXXX XXXX was my account rep handling the case. She was to get back to me on the XXXX day ( a XXXX  ). When I spoke to XXXX she warned any question about the case would result in a 2 month delay in the investigation. I chose not to ask any questions and was later notified that the investigation would take an extra XXXX months anyway. I complained. 

On that XXXX  my app was locked. I was able to get customer service to reactivate my app and found the fraudulent account was indeed still active with access to my funds. I complained and was told they now had to keep the fraudulent account open to investigate but that it would not have access to my account. 

A few weeks passed and XXXX XXXX contacted me and on recorded conversation told me they had concluded the account was created online ( Not XXXX the next town over from mine. I asked for documentation showing why the XXXX conflicting conclusions were reached. XXXX XXXX said they could not share that but to trust her and XXXX as they now considered the case closed and I should feel safe in the knowledge that they had called the credit companies on my behalf. This was nonsense. 

This was XXXX 2025. I engaged the help of Congressman XXXX XXXX XXXX and immediately the case was reopned long enough for " XXXX from the XXXX XXXX '' to repeat the claim that Wells Fargo had investigated and considered the matter closed. This was also on a recorded line. 

I opted to use the XXXX mediation number and demand mediation. Wells Fargo had " XXXX from Wells Fargo '' call me and berate me on a recorded call about the fact that she only had authority to handle claims of pushy sales people and that someone who had authority would call. Instead I received a letter stating again, XXXX feels they've done alot to secure my reputation with the credit companies and again considers the case closed. 

Again I contacted XXXX XXXX at XXXX XXXX XXXX and Wells Fargo had XXXX call again. This tie she was very kind until I asked for another rep as I had a recording of XXXX being verbally abusive. She told me that claim was false ( again on recorded line ) and said she would get back to me. This happened in XX/XX/year>. 

Also in XXXX ( fully forgetting this was the fraudulent branch ) a business partner and I entered the XXXX branch to have an XXXX notarized. A XXXX rep who's name began with an XXXX was working the lobby. She informed me that while I have had several documents notarized their before she refused to notarize this one because the other party was not a Wells Fargo customer and also I had not written a straight line for her to notarize. Whe I suggested the line was unnecessary and I could draw a line, A told me that was unacceptable, I would have to return home to create a new document and she was a state notary who was not allowed by law to notarize anything for non Wells Fargo employees. I went to the counter, told A I was done speaking to her and wanted to deposit {$2500.00} cash and leave. A followed me within XXXX ft and harassed me telling me I was disrespectful, this branch is a federal installation, she could have me arrested for snapping her photo, demanded I delete the phot from the camera and recently deleted ( I conplied ). She then told a subordinate to giver her my personal information so she could use it later and informed me that she could and would sue me for taking her picture. I asked the subordinate if they felt threatened in any way, finished my banking and exited to the constant harassment of A which can be heard on a recording that begain when she followed me to the counter. 

I compained about this treatment to Wells Fargo and received a call from XXXX. The I received a call from XXXX who told me to start the 6 months ordeal with the initial complaint over. XXXX sent a letter stating her investiagation into A showed I did not have a space for notarizing ( though TD Bank down XXXX XXXX did it without incident ) She ignored the threats and violation of my identity and banking information and told me the " A harassment '' case is closed. 

While Wells Fargo was given a deadline to follow through with compliance in giving documentation and to reimburse me for funds at risk and the 5 days of labor ( at $ XXXX ) I used to follow this claim, their rep told me no one at Wells Fargo XXXX XXXX in speaking to me even though legal action was my next step. 

XXXX XXXX office XXXX XXXX offered to continue to help and are standing by. However I am at a stalemate with Wells Fargo and need relief in both matters.

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