Checking or savings account -- Managing an account -- Complaint #11782310

Complaint Overview

Complaint ID: 11782310

Company: Wells Fargo & Company

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Banking errors

State: Maryland

ZIP Code: 21117

Date Received: 2025-01-26T12:00:00-05:00

Date Sent to Company: 2025-01-26T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

Follow-Up on Complaint Regarding Mishandling of Claims by Wells Fargo To Whom It May Concern, This letter serves as a follow-up to my previously submitted complaint concerning Wells Fargos mishandling of error claims on my closed account ending in XXXX. The reported errors involve unauthorized international transactions in XXXX and XXXX. I have provided additional supporting documentation, including audio recordings, notices, and timelines, to demonstrate Wells Fargos violations of **Regulation E ( 12 CFR Part 1005 ) ** and improper handling of these claims. Below is a detailed account of the issues, along with references to specific CFPB regulations that substantiate my claims. I request immediate intervention by the CFPB to ensure compliance and address the financial harm caused by these violations. 1. Failure to Investigate the Correct Account ( XXXX ) Despite my explicit claims regarding errors on account ending in XXXX, Wells Fargo closed those claims and issued decisions for transactions on an unrecognized account ending in XXXX. This demonstrates a failure to investigate the correct account as required under **12 CFR 1005.11 ( c ) ( 4 ) ** : * '' A financial institution shall investigate the alleged error promptly and determine, within 10 business days of receiving a notice of error, whether an error occurred. " * This negligence has caused unnecessary delays and additional financial harm. **2. Failure to Issue Provisional Credits Within 10 Business Days** Under **12 CFR 1005.11 ( c ) ( 2 ) ( i ) **, Wells Fargo was obligated to issue provisional credits for the reported transactions if the investigation could not be completed within **10 business days**. To date, no provisional credits have been issued for the transactions reported on account XXXX, a clear violation of Regulation E. **3. Improper Combination of Multiple Claims** Wells Fargo combined my 10 separate claims into a single claim without providing any explanation or justification. While administrative grouping may be acceptable, this must not compromise the thoroughness of the investigation or the resolution of individual claims. Regulation E requires financial institutions to investigate each claim fully and transparently. **4. Lack of Transparency in Investigation and Decisions** Wells Fargo has failed to provide detailed explanations of their investigation, findings, and why decisions were issued for account XXXX instead of account XXXX. Under **12 CFR 1005.11 ( d ) ( 1 ) **, financial institutions are required to provide consumers with a written explanation of their investigation, including their determination and supporting evidence. **5. Mismanagement During XX/XX/year>, Call With Supervisor XXXX On XXXX XXXX, XXXX, I spoke with Wells Fargo supervisor XXXX regarding my claims . During this call : XXXX stated that I could not file a claim for account XXXX without a transaction statement. ** This is incorrect, as **12 CFR 1005.11 ( b ) ( 1 ) ( i ) ** allows a consumers error notice to be considered timely if it is received within 60 days of the periodic statement issuance, regardless of whether the consumer has a physical statement at the time of reporting. **She further stated that I needed to walk into a branch to file a claim for account XXXX. ** This contradicts **12 CFR 1005.11 ( b ) ( 2 ) **, which states : * '' The consumer may provide notice of error orally or in writing. " * Consumers are not required to visit a branch to report errors, making this directive unnecessary and burdensome. XXXX transferred me to the **Executive Office** for escalation. However, the representative failed to file a complaint and instead attempted to transfer me to the **identity theft department**, which was unrelated to my claims. This demonstrates poor training and further delays in resolving my legitimate complaints. **6. Lack of Statement Delivery and Delays** On*XXXX XXXX, XXXX, I requested a statement for account XXXX to clarify the transactions in question. As of this letters date, I have not received the requested statement via regular mail or email. Wells Fargos failure to provide this statement in a timely manner further obstructs my ability to address the errors effectively. **7. Financial Harm and Immediate Demands** Wells Fargos mishandling of my claims, failure to issue provisional credits, and delays in resolution have caused significant financial and emotional distress. I respectfully request the following actions : XXXX. **Immediate issuance of provisional credits** for all transactions reported on account ending in XXXX, in compliance with **12 CFR 1005.11 ( c ) ( 2 ) ( i ) **. 2. A thorough re-investigation of all claims related to account XXXX, with a detailed explanation of findings provided to me, as required under **12 CFR 1005.11 ( d ) ( 1 ) **. 3. An explanation of why decisions were issued for the unrecognized account ending in XXXX instead of account XXXX. 4. Assurance that Wells Fargo will comply fully with Regulation E for all future error claims. **Additional Evidence for Review** I have attached the following to substantiate my claims : - **Audio recordings** of conversations with Wells Fargo representatives from XXXX XXXX XXXX. - **Notices and correspondence** demonstrating Wells Fargos failures to meet regulatory obligations. - **Evidence of delays in statement delivery** and mishandling during the XX/XX/year>, call with XXXX. I trust the CFPB will review these materials thoroughly and take appropriate action to ensure compliance with Regulation E. **Conclusion** Wells Fargos actions represent a serious breach of their obligations under Regulation E and have caused me substantial financial and emotional harm. I request the CFPBs intervention to ensure accountability and resolution of this matter. Thank you for your attention to this complaint. Please let me know if additional documentation or clarification is required.

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