Consumer complaint received 2025-03-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
By means of this letter, I, XXXX XXXX XXXX XXXX XXXX, XXXX, single, identity card XXXX, residing in XXXX, XXXX, am addressing you in order to greet you and in turn to explain the situation that I have been presenting with the WELLS FARGO Financial Institution , First of all, I would like to present a series of situations ( frauds ) that, although they were resolved at the time by the banking institution, demonstrate and prove as background, that there is a deficiency in terms of XXXX policies , security and protection of my data as a WELLS FARGO client, in addition to demonstrating the disorder and bad financial practices towards its clients by the bank. 1.-Since XXXX, I have been a WELLS FARGO client, through a checking account whose last numbers were XXXX, when it was still XXXX XXXX ; 2.- In XXXX, the financial institution became WELLS FARGO and proceeded, without my consent, to open a savings account identified with the last four numbers XXXX ( Annex 1 ), which is evidence of identity theft by using my data to open an unsolicited financial instrument. According to information provided by the bank via email on XX/XX/XXXX, the financial institution indicates that the aforementioned account was closed on XX/XX/XXXX ; however, there is no evidence that the closure actually occurred on that date. A copy of the aforementioned email dated XX/XX/XXXX, is attached to this document ( Annex 2 ). 3.- By virtue of this fraudulent issuance, which was executed using my data without authorization, in that same email dated XX/XX/XXXX, the bank promised to study the situation and incorporate it into the MEDIATION PROGRAM OFFICE, and promises to send the MEDIATION REQUEST FORM. A situation that has not occurred to date, since it has not sent the aforementioned form. Likewise, the banking institution indicates that if the form is not received, call a telephone number that is not indicated in your email, which seems like a mockery to me as a customer. 4.-Now, continuing with the statement of the situations presented with the bank, in XXXX and XXXX, I was again the victim of multiple frauds ( ONLINE ) by electronic transfer to the account ending in XXXX, SINCE I NEVER MANAGED TO REGISTER IN ONLINE BANKING FROM XXXX, said frauds amounted to {$6900.00}, as acknowledged by the financial institution at the time, ratified by email dated XX/XX/XXXX. The claim was filed on XX/XX/XXXX, and the bank accepted and refunded the money on XX/XX/XXXX. ( Annex 3 ). 5.-After making the call and notifying the fraud, the financial institution temporarily suspended my account XXXX, without prior authorization, as evidenced by the email dated XX/XX/XXXX, which appears to be a bad practice by the banking institution ( Annex 4 ) ; 6.- Now, in response to the frauds reported in account XXXX, on XX/XX/XXXX, WELLS FARGO decided to open a new account identified with the last four digits XXXX, " SUPPOSEDLY TO PROTECT MY FUNDS FROM FRAUD '', in this account they will make the total deposit of all my funds, with this account change the financial institution did not allow me to know the full account number, because it required the change of address to a domicile in the XXXX. 7.-During this procedure to update or require a new address in the XXXX, WELLS FARGO kept my account frozen, from XXXX to XX/XX/XXXX, date on which I managed to gain access to my account information, delivering the LEGALIZED AND APOSTILLED AFFIDAVIT. 8.- As a requirement for the change of address, the WELLS FARGO bank requested a " LEGALIZED AND APOSTILLED AFFIDAVIT '' by Venezuelan authorities, which were appointed by people sanctioned by XXXX ( XXXX TREASURY OFFICE ) . After a year and a half, on XX/XX/XXXX, the company sent an email, making known the total number or digits of my new account. In that same email dated XX/XX/XXXX, the affidavit is required, which is signed by named persons, who have been sanctioned by XXXX ( XXXX TREASURY OFFICE ). ( Annex 5 ) 9.-On XX/XX/XXXX, WELLS FARGO sent an email, which provided evidence and indicated that account XXXX was issued on XX/XX/XXXX, and that it was FROZEN. The account remained in that condition for more than two ( 2 ) years, causing financial and emotional damage. ( Annex 6 ) via email ( annex 7 ) from the company WELLS FARGO information to register for online banking, which shows that on that date it was impossible to know the operations carried out in my account XXXX, to date I had not been able to register in WELLS FARGO ONLINE, as evidenced by the email dated XX/XX/XXXX ( annex 8 ). 11.-On XX/XX/XXXX, WELLS FARGO notifies me via email about the issuance of the card, which allowed me to register at WELLS FARGO ON LINE. ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX by telephone communication and then by email, I notified WELLS FARGO of another fraud, this time carried out on XX/XX/XXXX, for an amount of {$1700.00}, even though the account was FROZEN, according to the email provided by them on XX/XX/XXXX ; even more so without having access to online banking, as already demonstrated ; that is, they make a withdrawal from my account SUPPOSEDLY FROZEN BY WELLS FARGO AND WITHOUT HAVING ACCESS TO ONLINE BANKING, which demonstrates a lack of security in the protection of my funds and my personal information by the bank and its employees. It is already evident that the staff handled my personal information dishonestly. XXXX XXXX XXXX XXXX XXXX Now, the aforementioned claim was satisfactorily resolved by WELLS FARGO according to an email dated XX/XX/XXXX and the money was returned to my account, however, it is observed that in less than XXXX  years after making the account change, another fraud was committed. Since in XX/XX/XXXX the new account was opened, and the fraud was executed in XX/XX/XXXX. ( XXXX XXXX XXXX XXXX.-As a result of all the frauds presented with the company WELLS FARGO , in XX/XX/XXXX, and the desperation due to the situation presented with the BANK, I made the complaint to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX  which is attached to this document ( annex XXXX XXXX XXXX-On XX/XX/XXXX, the XXXX acknowledges receipt of the complaints resulting from the various frauds, and forwards the content to the FINANCIAL CONSUMER PROTECTION BUREAU ( CFPB ), since it does not have jurisdiction over the complaint filed ( annex XXXX XXXX XXXX XXXX XXXX XXXX  via email, I notify WELLS FARGO of the occurrence of a new fraud in my account XXXX, for an amount of {$3000.00}, resulting from the collection of a check identified with the number ( XXXX ), made on XX/XX/XXXX. ( XXXX XXXX XXXX XXXX.-Although in the aforementioned email WELLS FARGO was informed that I have never received a check or checkbook, since I have never requested it from the bank, the financial institution was never able to demonstrate how the request and delivery of the aforementioned check was made. XXXX.-Now, on XX/XX/XXXX, via email, the company assigned a case number to the claim filed on XX/XX/XXXX, indicating that they received the complaint and would conduct the corresponding investigation. ( Annex XXXX XXXX XXXX On XX/XX/XXXX, a letter was received via postal mail dated XX/XX/XXXX ; supposedly issued by WELLS FARGO, without signature or stamp, by which it informs that they reject the claim, having made the notification outside the period established in the account contract. ( annex XXXX XXXX XXXX.-Now, on XX/XX/XXXX, the company WELLS FARGO decides to change the name and conditions of my account contract, going from ESSENTIAL CHECKING to EVERIDAY CHECKING, without informing the new conditions of the contract. XXXX-It is important to mention that the check identified with the number XXXX, the result of the fraud, was deposited just on the day of the account change, that is, on XX/XX/XXXX, so it is presumed that there is a leak of internal information and it is requested to investigate how many frauds are under this same operation or type of crime ; XXXX.- Regarding the rejection of the complaint by WELLS FARGO, on XX/XX/XXXX, a reconsideration of the case was requested via email, claiming a series of considerations, among which the bank did not verify or demonstrate delivery of a checkbook since I HAVE NEVER REQUESTED A CHEQUE OR A CHEQUE ; a situation that was overlooked, focusing solely on the period to respond, established in the supposed new contract, which as I have already indicated was never provided by the financial institution at the time of the account change. ( Annex XXXX XXXX XXXX.-On XX/XX/XXXX, via email it was emphasized that I DO NOT KEEP A CHECKBOOK WITH THAT FINANCIAL INSTITUTION, a situation that the company did not pay attention to in this complaint, one of the most important points being to know the process of issuing the check, maintaining its position in the face of a lapse of time, ignoring to investigate where the aforementioned check came from XXXX. Email that was never attended to by the aforementioned financial institution. The company has never shown that I have requested a check or checkbook, omitting to make reference to this situation. ( Annex XXXX XXXX XXXXOn XX/XX/XXXX, by email The company WELLS FARGO XXXX makes a series of clarifications regarding the statements expressed in the email dated XX/XX/XXXX ; maintaining the position of rejecting the claim due to the expiration of the period established in the contract. Ignoring the allegations raised regarding the fact that I HAVE NEVER REQUESTED A CHECK OR CHECKBOOK and ignoring the response to this point, among other things. The approach taken by the financial institution of not investigating in depth where the aforementioned check identified with the number XXXX came from is striking. ( Annex XXXX XXXX XXXX.-In the same email dated XX/XX/XXXX, the company WELLS FARGO attached a contract in PDF format for the first time, and informed me of the conditions of the new account. The aforementioned contract indicates the effective date as XX/XX/XXXX. However, the fraud occurred on XX/XX/XXXX. ( Annex XXXX XXXX XXXX.- Now aware of the conditions of the contract for the new account, which was provided by the banking institution in the email of XX/XX/XXXX, I again request the reconsideration of the case via email dated XX/XX/XXXX, where, among other things, the validity of the contract is alleged, considering that conditions can not be applied retroactively to operations carried out prior to the validity of the contract, and it is ratified once again that THE BANK HAS NOT PROVEN THAT I HAVE REQUESTED OR RECEIVED CHECKS OR CHECKBOOKS FROM THE BANK, and what was indicated by the company is refuted when reporting that from its investigations I did not observe elements of fraud in the operation of check XXXX. ( Annex XXXX XXXX XXXX.-In the email dated XX/XX/XXXX ( annex XXXX  ), a copy of the aforementioned check XXXX is requested, since from the review carried out via online banking, the check was not loaded and could not be viewed. XXXX.-On XX/XX/XXXX, WELLS FARGO, via email, responded to the observations indicated in the email dated XX/XX/XXXX and sent a copy of check XXXX, which until then was unknown to me. ( Annex XXXX XXXX XXXX. -From the review carried out on the WELLS FARGO email, dated XX/XX/XXXX, new elements emerged, regarding the operation carried out with the aforementioned CHECK XXXX, which were set forth in the letter sent via email dated XX/XX/XXXX, ( annex XXXX XXXX XXXX.-Likewise, on XX/XX/XXXX ( Annex XXXX  ), after an analysis of the structure of check number XXXX, new considerations were made regarding the case, among which it is evident that the check is FALSE, which demonstrates not only that there is fraud in the operation of the aforementioned check, IT IS ALSO EVIDENT OF THE LIGHT AND BAD PRACTICE OF THE BANK IN THE INVESTIGATION AND ANALYSIS OF THE CASE, among which the following can be indicated : a. -The bank NEVER gave me the complete report of the results and analysis of the case, even though it was requested on several occasions, which may indicate that it was hiding something ; b.- No thorough investigation was carried out by the bank regarding the origin of the check ; c. -The aforementioned financial institution does not make reference to the fake check, and evades its responsibility in the payment of a fake check in a high-risk jurisdiction such as XXXX ; d. -The bank refuses to acknowledge its responsibility by washing its hands and ignoring the obvious violation of the warning signs and failure to submit suspicious activities, in the deposit of a check from a company located in a XXXX XXXX  such as XXXX, with a check that does not meet the minimum characteristics required by the bank, and with a lack of signatures on the endorsement that would allow for the identification of the final beneficiary and the exchange operator who receives the check. e. -It is evident that there is complicity and organized crime in the collection operations of check number XXXX, since the company never offers information regarding the method of operation for issuing the check ; the bank never sends the final report with the results of the investigations ; the bank never proves that the check or checkbook was delivered to me ; the check is signed with a forged signature ; the check does not meet the security characteristics of the bank ; the check has a forged signature, and was deposited in an account of a legal entity in XXXX XXXX which I do not know XXXX XXXX XXXX '', trying to evade having the payment blocked for the fake check ; the only ones who have information about my account and signature are the employees and personnel of the WELLS FARGO bank, which refuses to admit that it made the payment of a fake check, without complying with the conditions of the contract. The check deposited in XXXX XXXX, XXXX, a financial institution linked to crimes of corruption, MONEY LAUNDERING AND XXXX XXXX, has no endorsement signature, there is no evidence of the person who receives the check at XXXX XXXX ; the tax information of the company that endorses the check XXXX XXXX  is not evident. f. -The bank denies me information as a client, to indicate the way in which the aforementioned instrument was issued ( whether online, or physically ), since it is evident that all the bank 's security measures were violated. On XX/XX/XXXX, WELLS FARGO Bank irregularly maintains its position of rejection, taking into account only the date of the fraud report. Completely evading the complaints and launching a fraud scheme of which I have been a victim for more than three years. ( Annex XXXX ) Based on the evidence provided, it can be inferred that WELLS FARGO and the bank 's staff could be involved in organized crime, since the bank 's staff is the only one who knows the information of my bank account, and my signature as a client, which is on file. Additionally, it is evident that the bank violated its XXXX policies, or at least they were not efficient, since it only limited itself to verifying the client 's signature, which I do not recognize, and not the characteristics of the financial instrument, when canceling a fake check, without the proper verification of this type of operations to countries determined as tax havens such as XXXX, and the many violations of the characteristics of this type of operation, among which we can mention : 1.-The only ones who know the signature on my account are the bank employees ; 2.-The only ones who know the account number information are the bank employees ; 3.-The company strangely refuses to provide information on how the check was issued, since it was never able to demonstrate how the check was requested and delivered to me, since I have never requested a check from the financial institution. 4-The payment for the fake check was deposited into a legal company account in XXXX, thus preventing the money from being detained in the XXXX financial system when it became clear that the check was fake, a situation that is also only known to bank employees ; 5.- Apparently all the actions taken for the operation of forgery and subsequent collection of the check, is a plot that can be used by bank officials using personal financial information, which is given to the bank for safekeeping in conjunction with third parties. 6.-The number of frauds of which I have been a victim, both online and by check, first to account XXXX and later when changing to XXXX, it is evident that there is banking complicity in this type of operations and one could presume organized crime, money laundering and transnational organized crime by now involving countries like XXXX in this type of operations. It is essential to investigate the WELLS FARGO bank and its XXXX methods, since it is evident that the verification of the information is not complied with, or how the bank made the payment of a check that is clearly false, without the corresponding information of the company " XXXX XXXX " in XXXX, additionally that the deposit was made in a bank that is allegedly linked to crimes of corruption, money laundering and XXXX XXXX, since when endorsing the check there is no signature and also no tax information of the company and the depositor. ( POSSIBLE TRANSNATIONAL ORGANIZED CRIME ACTIVITIES ). The approach that WELLS FARGO is giving to my case is TOTALLY UNACCEPTABLE. WELLS FARGO BANK IS RESPONSIBLE FOR THE SECURITY OF MY SAVINGS. What is the point of having deposited my savings and my trust in WELLS FARGO BANK. I have done everything possible to not make any expenses and to manage to maintain the balance of my account for years, since I have it as my retirement fund, which I hope to increase to the best of my ability. In this sense, it is necessary to expose the degree of stress that this situation has caused me, again, since as I have been telling you in the emails sent, I have been a victim of FRAUD in the years XXXX, XXXX, XXXX and XXXX. There is no word to describe the effect that this has caused in me, keeping me in constant ANGER. Will WELLS FARGO be held responsible for any damages caused to me? REQUEST I request that the company WELLS FARGO be investigated for noncompliance or weaknesses in its XXXX policy, as well as investigate the alleged acts of transnational organized crime and possible money laundering ( asset laundering ), THAT the identity theft be INVESTIGATED, and possible complaints made by third parties with similar characteristics or typologies carried out, that occurred in the bank during the change of accounts and collection of false checks, as well as payment in or authorized deposits to accounts at XXXX XXXX, XXXX of XXXX, since it clearly seems to be a scheme for money laundering, and collection of money from illicit activities. I also request that the bank be recognized as responsible for authorizing the payment of a FALSE check, which violates the terms of the contract, and I demand the return of my money that I have worked so hard to keep, since the bank never proved that it gave me a check or a checkbook, nor did it prove that I requested the check that was authorized for payment. Finally, the possibility of compensation is being studied for all the " FRAUD '' that has occurred in my account, which has caused XXXX XXXX XXXX XXXX XXXX, especially when I am in XXXX and it is difficult for me to file a claim directly with the bank, in addition to all the limitations and blockages of my funds that the bank has made without my consent, and the violations of identity and security of my data. I look forward to your collaboration and support. XXXX Phone 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