Consumer complaint received 2025-01-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
This complaint is connected to CFPB complaint numbers, XXXX XXXX. This is not a duplicate complaint. Review the contents in it's entirety. 

I am writing to provide additional information and a formal rebuttal to XXXX XXXX handling of my claims regarding unauthorized transactions on my closed account ending in XXXX. The following points outline the procedural failures, regulatory violations, and mishandling of my claims by Wells Fargo, supported by recorded evidence and official correspondence from the bank. 

1. **Failure to Investigate and Provide Provisional Credits ( 12 CFR 1005.11 ) ** Wells Fargos decision to consolidate my ten separate claims into one claim and subsequently close them without resolution violates the requirements outlined in **Regulation E**. Specifically : - **Provisional Credits : ** Regulation E mandates that provisional credits be provided within 10 business days of receiving a consumers error notice if the investigation is not resolved within that timeframe. Wells Fargo failed to comply with this regulation, depriving me of access to the provisional credits I am entitled to.

- **Obligation to Investigate : ** While Wells Fargo may argue that the account was closed, their decision to review these transactions obligates them to adhere to the regulatory investigation and notification procedures under Regulation E. 

2. **Mishandling of Claims and Misattribution to Account Ending in XXXX Despite providing all necessary information for the claims on account XXXX, I received decisions for an account ending in XXXX account I never reported errors on. Wells Fargos inability to maintain clarity and consistency in their claims handling process demonstrates significant internal disorganization and mishandling. The confusion created by this misattribution further delayed resolution of the claims and deprived me of due process. 

3. **Audio Evidence of Procedural Failures ( XX/XX/year> Recording ) ** During a conversation with a claims supervisor, XXXX XXXX on XXXX XXXX, XXXX, the following issues were recorded : - **Refusal to File Claims : ** XXXX incorrectly stated that I must walk into a branch to file claims for transactions on account XXXX. Regulation E explicitly allows consumers to report errors electronically, in writing, or over the phone. 

- **Failure to Provide Statements : ** XXXX also claimed that I could not file a claim without receiving a transaction statement, which had been ordered on XXXX XXXX, XXXX, but as of this letter, has not been delivered by mail or email. This delay prevented timely resolution and further demonstrates the banks procedural inadequacies. 

- **Escalation Mishandling : ** XXXX transferred me to the Executive Office , where a representative failed to escalate my claim and instead attempted to redirect me to the identity theft department without addressing the issues raised. 

4. **Enhanced Investigative Procedures for International Transactions** The transactions in question involved international merchants in XXXX and XXXX. Such transactions require enhanced investigative procedures, including communication with the merchants involved. Wells Fargos failure to follow these enhanced measures further demonstrates a lack of diligence in handling my claims and investigating potential errors. 

5. **CFPB Regulatory References Supporting My Case** To reinforce my position, I reference the following regulations : - **12 CFR 1005.11 ( c ) ( 4 ) : ** Obligates financial institutions to promptly investigate error notices, regardless of account status. 
- **12 CFR 1005.11 ( c ) ( 1 ) : ** Prohibits institutions from delaying investigations due to procedural gaps, such as missing statements.

- **CFPB Bulletin 2013-06 : ** Mandates good faith efforts by financial institutions to resolve consumer disputes and prohibits practices that obstruct or delay resolution. 

6. **Requested Actions** I respectfully request the CFPB to : 1. **Ensure Wells Fargo Provides Provisional Credits : ** Mandate Wells Fargo to issue the provisional credits owed for the claims related to account XXXX, as per Regulation E requirements. 

2. **Investigate Procedural Failures : ** Conduct a thorough review of Wells Fargos handling of my claims, including their decision to link the claims to account XXXX without my authorization or notification. 

3. **Audit International Transaction Investigations : ** Verify whether Wells Fargo conducted the required enhanced investigative procedures for the international transactions reported in my claims. 

4. **Address Escalation Failures : ** Investigate the conduct of the Executive Office representative who failed to escalate my case as required. 

Supporting Evidence I have submitted the following to the CFPB as evidence : 1. Audio recordings of my interactions with Wells Fargo representatives, including the conversation with XXXX on XX/XX/year>. 
2. Notices and correspondence from Wells Fargo related to my claims. 
3. Timeline of events demonstrating the delays, inconsistencies, and procedural failures in Wells Fargos claims process. 

Conclusion Wells Fargos mishandling of my claims reflects a systemic failure to comply with federal regulations and their obligations to me as a consumer. I respectfully urge the CFPB to intervene and ensure that Wells Fargo fulfills its responsibilities under Regulation E and provides the resolution I am entitled to.

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