Date Received: 2023-09-01
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33615
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: There are two primary parties involved in this situation : ( 1 ) Wells Fargo, ( 2 ) XXXX I was in XXXX XXXX over the summer for an internship and my phone got stolen on XXXX XXXX ( XX/XX/XXXX ). My phone has a password for autofill on other applications, so I feel like whoever had taken it must have been shadowing or closely watching me on my phone. There were the following unauthorized transactions : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There were also XXXX payments were directed to a XXXX XXXXXXXX XXXX XXXX. This XXXX XXXX is under investigation with an arrest warrant on the charges of access device fraud and bank fraud by the XXXX XXXX Police Department relating to a separate crime on XX/XX/XXXX. There is literally an article in XXXXXXXX all about this individual titled : XXXXPD Seeking Suspects in Fraud Investigation in First District. A response from XXXX XXXX Escalations Representative from Wells Fargo states " Wells Fargo believes these transactions were either authorized by you. '' ( note : that is the exact phrasing taken from the message and there was no other alternative to the " either '' - this message was sent to me on XX/XX/XXXX ) When my phone was stolen, all of my my credentials were changed. On XX/XX/XXXX my information with XXXX had been changed and my online banking with Wells Fargo had been changed, and even some of my emails had been changed. XXXX was also disabled so there was not an appropriate way to stop this. All secondary verification was out of the option. I submitted both a police report with the XXXX XXXX police department, and a report with the FBI. For XXXXPD my police report is under # XXXX and there are additional documentation reports XXXX, and XXXX. After XXXX directed me to my bank ( XX/XX/XXXX ), I went to the closest Wells Fargo ( in XXXX Mississippi ) the next day to try to solve the problem. After changing accounts, a fraud claim with Wells Fargo was initiated. I provided all of the documentation to the banker ( particularly the police report ). This police report was not attached to the claim Wells Fargo had with XXXX and XXXX. From my understanding the variables of someone stealing my phone was not even included nor considered in their case. I was told from Wells Fargo that the fraud claim would be resolved within 10 days, and I was given provision credit. I was given assurance that the charges were visibly fraudulent granted that they were spread across different cities in the XXXX ( the destination interface is no longer available with the charges being moved to the new account ). To my knowledge, I was not informed that outside this 10 day period the case was ongoing. I then went to XXXX XXXX XXXX and blacklisted the previous device. I also put a one year fraud alert on the three major credit bureaus. On XX/XX/XXXX, I received an email from Wells Fargo that my account had reached or dropped below XXXX dollars. They had reversed my provisional credit. I went to Wells Fargo to understand why I had not been included in their XXXX liability fraud protection. The banker was extremely helpful in letting me understand my options. She connected me with the fraud department and filed a report with the XXXX Complaints Management Office. The fraud department made it clear that they had not attached the police report from when I was in XXXX Mississippi, and that they had very little understanding of the circumstances I was facing. As a customer of Wells Fargo, I am shocked at the response of the fraud department. They wanted to push me away as the situation was being further explained. On the phone, even the fraud representative stated loosely that my actions in providing documentation, the fact my phone was stolen, and those factors not being considered, would likely encompass protection. The XXXX Complaints Management Office did absolutely nothing to " clarify Wells Fargo 's actions ''. There was no explanation. All they said was that the decision stands without acknowledging anything about the situation. I haven't been provided any rationale for why I am not qualified for fraud protection. Whatever Wells Fargo is seeing internally does not match the situation at hand. When the crime was committed I contacted Wells Fargo the same day. The person who committed this crime currently has an arrest warrant for bank and access device fraud. My information had been fraudulently changed so I drove without GPS to a different state to meet with a banker. I provided the police report and all of the information to Wells Fargo. Wells Fargo did not attach this information I provided. I was not informed the case was ongoing outside the 10 day period. Months later I have a decision that does not reflect what happened whatsoever. I sought out the Fraud Department ( again ) and the XXXX Complaints Management Office to reevaluate. I still have not been given a reason as to why I am not protected. I feel like I did everything in my power to resolve this situation given my circumstances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77389
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: XXXXXXXX I notified Wells Fargo that a check for the amount of {$260.00} was cashed by an imposter at one of their branches. I sent in all documents ( affidavit, drivers license ) that I did not open the account to Wells Fargo Bank. Well Fargo has denied my claim twice, saying I went in and opened and account and deposited that money {$260.00} and also closed the account. I have found out that Wells Fargo sent a denial letter to the imposter back on XX/XX/XXXX which included my personal information. They have compromised my personal information as well as denying my money. I even requested form Wells Fargo to see the documents that were provided to open the account, to know which Branch it was done at and also to see the video of me opening this so called account. They have not provided me with this information. They are refusing to refund my money and have compromised my personal information with the imposter. I
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: CFPB Case # XXXX, XXXX, and XXXX were addressed by Wells Fargo through the attached correspondences XXXX These documents state that in XX/XX/2022, the bank attempted to refund my {$300.00} security deposit, but it was returned undelivered to my online bank account. I have not received any notifications, either through the Wells Fargo app or physical USPS mail, indicating their unsuccessful refund attempts from XX/XX/2022 to the present. Subsequently, after I filed a complaint, Wells Fargo conducted an investigation and discovered that my {$300.00} had not been received. They applied this amount to the existing balance of {$610.00}. According to Wells Fargo 's application process, when a security deposit is refunded, it should lead to a transition to a non-secured card with an increased credit limit. However, this transition did not occur in my case. Furthermore, upon reviewing the statements provided by Wells Fargo in response to the aforementioned claims, it became evident that my credit limit was initially set at {$300.00}. Only after I contacted Wells Fargo on XX/XX/2022, to request the closure of this account did the balance on the account begin to exceed the {$300.00} limit. Despite my request for the account to be closed, a {$40.00} late fee was assessed on XX/XX/XXXX, and this fee continued to be charged every month thereafter. As a result, there is now a total of {$280.00} in late fees on an account that should have been closed, with my security deposit applied. After applying my {$300.00} security deposit, Wells Fargo has reported a remaining balance of {$310.00} to all three credit bureaus without rectifying any of the erroneous fees that were imposed. Upon closer examination of the statements, I also observed that prior to XX/XX/2022, all late fees amounted to {$25.00}. However, following my conversation in XXXX, during which I requested the account 's closure, the late fee increased to {$40.00}. Notably, I never received any communication notifying me of this late fee increase. In addition to this, there are extra fees of {$57.00} being added to the late fees on this account, bringing the total to {$330.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: In CFPB Complaint ID XXXX, created on XX/XX/23, I described how Wells Fargo took over {$3800.00} out of my checking account without my permission and refuses to tell me why the money was withdrawn from my account. This CFPB case against Wells Fargo is still open and there only response on XX/XX/XXXX is that their response is " in progress ''. Since the {$3800.00} was withdrawn from my checking account against my will on XX/XX/23, I stopped all electronic deposits and manual deposits into the account for fear that Wells would take those funds as well. In XXXX, Wells Fargo informed me that they are converting my XXXX Checking account into a different type of account because me no longer having and average daily balance of {$500.00} and having {$500.00} in monthly electronic deposit results in almost {$130.00} in fees. However, the type of checking product, " Everday Checking '', Wells is moving my account to still incurs other types of fees if I don't maintain a minimum balance and volume of transactions. I believe this is a pressure tactic by Wells to have me close my account before my complaint with the CFPB has been resolved and/or restart making deposits into the account so that they can take those funds as well. I feel that this is a non-transparent and predatory tactic. Again, Wells refuses to tell me why the money was taking from my account. Moreover, my only WF product with a balance is my home mortgage and it is in good standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/23 I deposited cashier checks {$50000.00} in Washington State, Branch told me that deposit would be hold for 4-10 weeks then available. XX/XX/23 I got XXXX. I returned to XXXX XXXX from XXXX on the XXXX. Unfortunately, I know that my bank 's money has been stolen on the XXXX. I saw my online bill proved that when it was XX/XX/23, my bank card had been activated without my consent, and the first payment was started. OnXXXX, I found that the stolen amount of my company account was stolen from a bank card that I had never received to steal the deposit in my account. The total stolen amount was {$48000.00}, of which, in just 3 days, the stolen places were XXXX XXXX in California and XXXX in Nevada. After 5 days, the bank gave me the final result that they didn't think it was stolen. Then the answer is to refuse to settle the claim. And they told me that my bank account will be permanently closed on XX/XX/23.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90031
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: This complaint is against XXXX XXXX XXXX the Make Believe Wells Fargo Executive Office whose number is XXXX XXXX XXXX. Because in reality theyre only Customer Service Representatives to whom works from a small cubicle and puts on false appearances. However XXXX XXXX continues to call and harass me despite her already knowing that theres a legal third party involved in which these play actors refuses to contact and what theyre stating is the contrary to what their legal representatives have presented. Now today during a conversation with a Wells Fargo Employee after I did my part in paying the first months mortgage of {$1000.00}. All of a sudden Im told on this evening that theres a Sheriff Sale Date on my residence. So in reality I was lied to and Im requesting that these Con Artist Executives stop calling me after already knowing that they had already sent out the letter. This is nothing but basic stupidity and racism because they thinks that XXXX are stupid, can not think for themselves. And theyve been sued by the City Of XXXX for their fraudulent activities towards minorities. And make note of the 3 attachments in which absolutely nothing has been done to this day to remove XXXX XXXX from this Mortage Title. To whom first committed fraud with the Mortage Note and forging the XXXX XXXX XXXXXXXX XXXX Refinance Check in my name in which this fraudulent bank actually put XXXX as my last name on the check. Isnt That Fraud? Then during a recent conversation a white employee degraded me by indirectly stating that I may not complete the Loan Modification. Then why did they approve me for it? Smh
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I continue having issues with Wells Fargo. Currently I am unable to access my money and my debit card has been deactivated. Wells Fargo is currently holding XXXX XXXX dollars belonging to me hostage. I reached out via XXXX and XXXX just stopped responding. I then called back out and spoke with XXXX who was rude, argumentative, and could not tell me why my card was deactivated. I asked for speak with a supervisor and spoke with an agent who refused to give her name and refused to help because she said I was " talking down to her. '' I asked her to again escalate the claim since no one followed up and she hung up the call. These are the people who work at Wells Fargo.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80205
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had a Wells Fargo Reflect Visa card in which I had made arrangements to close and make payments. I was put on this low or no interest long term payment plan after falling short health wise and on Social Security Disability. I requested the lowest payments of {$25.00} however was told the lowest would be {$48.00} a month. I started making payments fell behind one or two payments. My credit score decreased across the boards with all 3 credit reporting agencies stating that I was late with making a payment to Wells Fargo. Decreasing my scores XXXX XXXX points. I immediately contacted Wells Fargo since back on XXXX of XXXX I spoke to an individual XX/XX/XXXX subsequent to making the payment. He then advised me that I had to catch up by making an additional {$25.00} payment and the account would re age and I'd be up to date and in good status. He specifically stated that the 2 payments would cause the account to go in to a resetting and re aging mode. Thus everything being and reflecting current on this long term payment plan. He also stated he'd make notes regarding my request to have payments lowered. He stated that by me making the additional payment in XXXX would benefit me in the decision for Wells Fargo to allow me to be approved for a lower payment as I requested. He stated that I was on a no interest payment plan and that I had to make 2 payments in XXXX to be caught up. I did. He stated that by making this additional payment it would show in the system as 3 consecutive payments and it would reflect my payments on time and current. XXXX I received notifications that my credit score drastically decreased XXXX plus points. I check to see that the reason for this drastic decrease to my scores was that Wells Fargo had reported the I was 30 days plus late. On XX/XX/XXXX I spoke to XXXX XXXX, XXXX Executive Office ) and a XXXX. Case given verbally by XXXX XXXX - XXXX '' She confirmed this re aged process and that this did in fact applied to my account and confirmed with the 2 payments the XXXX of XXXX this should not have been negatively reported. She then transferred me to a XXXX XXXX ( in Executive or Corp Office ) who then confirmed and apologized and stated there would be a case taken in and this would be handled expeditiously. So I was given a case number and then after 15 days I was not contacted by Wells Fargo. I then received an email from a XXXX XXXX ( Case Specialist ) on XX/XX/XXXX with a different case number XXXX stating he wanted to let me know that he has started his research on my case and that his goal was to provide me with a resolution on or before XX/XX/XXXX. This email being sent on XX/XX/XXXX. Then another email moments later XX/XX/XXXX stating this & I quote from email " Dear XXXX XXXX : Thank you for contacting us. We hoped to respond by XX/XX/XXXX. However, we need more time to complete our research. Whats next Well follow up with you by XX/XX/XXXX. If we need more time, well let you know. '' I called and spoke to XXXX XXXX today and inquired as to what course of action has been taken and when did he receive the case being that I officially had a case taken by XXXX XXXX XXXX XXXX XXXX ) on XX/XX/XXXX. Case number # XXXX XXXX said he received on XX/XX/XXXX and he didn't email me until the XXXX to state he'd have it completed by the XXXX then emailed moments later to state it would be on or by XX/XX/XXXX He has not taken action as to date. I decided to call back and spoke to a XXXX ( Team Lead Collections ) ID # XXXX XXXX stated that this was a fairly simple thing to do and the went on to further state that the issue that occurred was due to separate payments the system may not have recognized and she was going to take measures. Her course of action would be today XX/XX/XXXX to sent over to the support team to have them manually bring account current and it should take not less than 5 business days as I should take the upcoming holiday into consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95624
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX account debit card and account signer ID was stolen. I reported the incident in person at at Wells Fargo Branch the same day and was advised of several XXXX XXXX transactions totaling {$3400.00} and {$49.00} were pending on the account from that afternoon. I told the banker the transactions were fraudulent. The banker advised me that the account would be restricted and the debit card deactivated. A police report was filed in addition to placing a credit freeze on the signer 's SS # and a fraud claim was processed. We received a phone call on XX/XX/XXXX from an investigator who asked a few questions. On XX/XX/XXXX I went to my local bank in XXXX Colorado requesting an update and was told no one could give me information. On XX/XX/XXXX I received an e-mail advising the claim was under review. I called the XXXX Colorado Wells Fargo on XX/XX/XXXX requesting information and requesting a complaint be filed. I was advised someone would call me back. As of today XX/XX/XXXX - XXXX business days since the claim was filed I had not received any information- and no one from Wells Fargo contacted me to advise of the status of the claim or my complaint. I called Wells Fargo fraud Dept. who advised me the investigation was closed on XX/XX/XXXX and the claim was denied finding no activity of fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2023-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A