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In 2016, we established an integrated, company-wide corporate responsibility strategy to leverage our products and services, culture and operations, and philanthropy to address these global challenges over a five-year period.
Despite these efforts, Wells Fargos reputation has yet to fully recover from the damage inflicted by the accounts scandal. Many customers and investors remain skeptical of the bank, and it continues to face scrutiny and criticism from regulatory agencies and the public.
Over a long-term period, Wells Fargo issued credit cards without customers authorization, misusing the concept of assumed consent. Assumed consent occurs when customers imply consent through their actions or lack of actions, even if they do not consent verbally. There was no such consent in this case.
ing to the CFPB, Wells Fargo customers had their vehicles wrongly possessed, were illegally charged erroneous fees and interest charges on auto and home loans and were also charged unlawful overdraft fees. More than 16 million consumer accounts were affected, the agency says.
For years, Wells Fargo employees made multiple bank accounts and took out credit cards in their customers names, just like any ordinary bank. Instead, these charges were unauthorized by their patrons.
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Implementing analytics software, call recording and AI technologies would have enabled Wells Fargo to do all this and more, protecting their customers from widespread ethical failure and conduct risk.
The CFPB fined Wells Fargo $100 million on September 8, 2016, for the widespread illegal practice of secretly opening unauthorized accounts. The order also required Wells Fargo to pay an estimated $2.5 million in refunds to customers and hire an independent consultant to review its procedures.
The revelation that the bank had been creating accounts in the names of its customers without their knowledge or consent was a major blow to its reputation for honesty and integrity. In the aftermath of the scandal, Wells Fargo faced docHub backlash from customers and the public.

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