Date Received: 2023-08-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My Wife and I have been a loyal Wells Fargo Customer for over twenty years. Ive always appreciated my relationship with Wells Fargo until recently. After sub-par efforts and responses from routine Customer Service, Ive reached out directly to the General Counsels Office for Wells Fargo, for a fair and expedient resolution. No change in course yet on their end. In summary, on XX/XX/XXXX, I received a call from someone who presented themselves as a Wells Fargo Fraud Representative. They said that Wells Fargo had found fraud on our checking account and proceeded to provide exact locations of the fraud and dollar amounts via text messages. They said Wells Fargo needed to close our credit card account. The person also said that a new credit card would be mailed to us and they needed us to verify additional information. This person began to send " authorization codes '' to my phone via text communication from them to verify the fraudulent transactions, asking me to confirm receipt and they apparently hacked my phone. The call occurred while I was at work, and I eventually explained that I had a meeting to attend and had to end the call, get back to work and that I would have to call them the following day if anything additional was needed. The next morning approx XXXX XXXX my wife and I woke up to find that two Cash Advances from our Credit Card were made to our Checking Acct, and 2 wire transfers had occurred in the amount of {$500.00} and then {$9300.00} out of our Checking Account, to an individual who was not us. Wells Fargo had allowed the two Wire Transfers equaling {$9800.00} to be sent to an individual named XXXX XXXX XXXX in South Carolina. Myself, nor my wife have ever made a cash advance on our Credit Card, we are clearly not XXXX XXXX XXXX and we do not live in South Carolina. We immediately went to our local branch and let them know what had happened that morning. We sat down with a Wells Fargo banker as soon as the bank opened, explained all that had transpired and were advised we needed to close our long-standing checking and credit card accounts and open new ones. The banker told us not to worry, that Wells Fargo would carry out an investigation and resolve the situation, and that we would not be liable for the stolen funds. She said it was clear from our history with Wells Fargo that this was not normal behavior on our account. She had us call into the fraud team from her desk and provide a detailed account of what transpired. In return, their Fraud Dept. did a seemingly cursory investigation, and informed us in 10 or so days that it was our fault, that we would be responsible the stolen money, and that the balance would remain on our credit card so as not to overdraw our checking account. I am at a loss. How can Wells Fargo NOT stop this via Security protocols and allow/ make a transfer of almost {$10000.00} to an individual that is not myself or my wife, and in a different state, and not request verification from us that this was a valid transfer? There are red flags all over these transactions. What protocols does Wells Fargo have to prevent or verify large transactions that are clearly out of the ordinary for a long-standing customer with the 20+ years of banking history? TYP actions by CC companies/ Banks stop you immediately from buying groceries, gas etc if they find purchasing activity NOT in your typical home area/ places you frequent routinely. Wells Fargo let these transactions slide right on through w/out any verification. These Criminals knew well enough to stay under the XXXX XXXX mark, so they didn't flag for a SARS Report Wells Fargo has now burdened us w/ not only the almost $ XXXX in Fraud on our Credit Card XXXX but now they're ALSO Collecting on the 30 % Interest, AND ALL the Fees- Late Fee, Over Credit Limit, etc. My wife is in tears night after night lately, and Im at a loss on what to do next. Standing by and letting them saddle us w/ this burden directly caused by THEIR Neglect is not fair and we're fighting to NOT let it happen. Ive filed a report with my local police department and have a case #, Ive filed complaints w/ the FTC , OCC , and left a message with the FBI and Homeland Security . - Ive also received a letter from WF stating they discovered during their investigation that the Credit Card transfers were Fraudulent activity NOT authorized by us, and they claim was resolved in our favor. - Their resolution in our favor is them saying were still responsible for the Wire Transfers from our bank acct ( meaning the {$9800.00} cash advance from our Credit Card that was not authorized after they concluded their investigation ), and were paying @ $ XXXX month + Fees and Interest monthly in an effort to mitigate total destruction of our Credit scores. Its dropped our Credit Scores XXXX points in the last 2 months and killing our family financially. - Please see attached docs showing Wells Fargo Stating to me that the Credit Card transactions were Fraudulent and Unauthorized- they are the ROOT CAUSE of ALL of these issues we're facing. Respectfully,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Many many Overdraft fees even on pending charges
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: WFDS seems perfectly happy to provide all kinds of extemporaneous info that does NOT PERTAIN to the specific FRAUD and ILLEGAL activity. To wit : INC-splaining their policy and how a loan maturity date gets extended or how payment/s were deferred in the past. This is NOT PERTINENT. The issue is simple. I paid off the loan and then they added a Dollar XXXX XXXX to the loan days later after i had paid it off - thus illegally modifying the contract for the purchase and the agreed upon purchase price ; and THEN reported the dollar and late fees as a late payment to CRA 's. I was also assured via calls ( which their CFPB " answer '' acknowledges i made ) that late charges were a separate issue and not reported to CRA 's especially since not a part of principle or interest. They are in direct violation of the laws AND have rendered the contract void via their FRAUD. This is actually referred to as Fraud in the Inducements. Also- on another note - what good does the CFPB do?? you forward complaints and when they answer you 'close ' cases? How is that 'doing " anything? Have you no power? Are there no repercussions?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91030
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: The bank sent an email regarding suspicious activity I called in to inquire what happened they said someone from Arizona hacked my account so they closed it and set up a new account. The old account was closed. Even though the account was closed due to fraudulent activity. The bank continued the fraudulent claims made on the old account therefore a charge back was put thru to my auto loan that put me in default to my contract and they revoked my loan and took my car and I am now facing eviction as well due to multiple charge backs on all my bills. Wells Fargo refused to write a letter stating their faults so now the car loan wont accept me due to my account being hacked
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60652
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Wells Fargo reports are full of lies and covering up for criminal acts. Wells Fargo tells me they were not there on XX/XX/XXXX, XXXX but take credit to being apart of what XXXX XXXX XXXX XXXX XXXX. They were not a part of it It was the fraudulent act of XXXX XXXX XXXX XXXX. Wells Fargo tells me to go into the dealership to discuss it. Don't they know that is going to create a commotion. Does Well Fargo think I am an idiot? Now we all know when a consumer goes into a car dealership to inquire about a car the car dealership ask the consumer to sign every signal page that was show to the consumer to prove that every signal page was shown to the consumer. Yet Wells Fargo did not show that to the Consumer Financial Protection Bureau or me Therefore they are in violation of a impermissible car loan application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92346
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: A new credit account was opened in my name by XXXX mattress company. There is no current amount due or owed. Was created around XXXXXXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92660
Submitted Via: Web
Date Sent: 2023-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was defrauded via XXXX on the Wells Fargo app by a sophisticated Wells Fargo impersonator. On XX/XX/23, I received a call from the official Wells Fargo number ( XXXX ) claiming to be the bank 's Fraud Prevention department. After first being taken through a sophisticated, convincing mimicry of the usual Wells Fargo personal verification process, I was told hat someone named XXXX XXXX was attempting to transfer money from my account using XXXX ( which is built into the Wells Fargo mobile app ), and it seemed suspicious to them so they wanted to flag it for me. I confirmed I had no idea who that was, and they said they believe she created a mirror account to mine on XXXX to commit this fraud, and that they were going to briefly put a freeze on my account to try to stop her from moving the funds, and that XXXX could take it from here. The caller then transferred me to " XXXX XXXX XXXX fraud prevention department, who said to cancel XXXX 's attempted transfers of {$990.00} and {$470.00} from my account, I would need to send the following cancellation codes via XXXX ( on the Wells Fargo app ) to their cancelation department ( which came up under the name " XXXX XXXX, who I was told was the department manager ) : XXXX and XXXX. I got the following confirmation codes from XXXX for the two inputs : XXXX and XXXX. After that, I was told not to touch my account for 72 hours while they made sure it was secure again and tried to trace the source of the fraud. I asked for the name of who I was speaking to and was told XXXX XXXX, employee ID : XXXX, and was given the case # XXXX and told to expect a call to confirm the issue had been resolved. When I didn't receive a call for a few days, on XX/XX/23, I called the same Wells Fargo number ( XXXX ) back and asked to speak to Fraud Prevention for a status update on my case. I was then told that the first call was in fact a fraud, and the cancelation codes I was told to input actually transferred {$380.00} and {$610.00} from my account to the scam artists. I was shocked, because at every step of the initial call I asked for verification, contact info, any details I could think of, taking notes on all of it - and again, they had called me from the official Wells Fargo # and took me through their usual check-in process, etc. The real Wells Fargo told me they would open a case for me ( one for each of the 2 transfers ), investigate, and get back to me within 10 business days to set up a follow-up, more in-depth call to go over the details of what happened and discuss next steps to pursue reimbursement. I pointed out that I no longer trusted calls from the Wells Fargo official number now, and they said I would receive a message about scheduling up a follow up call via the messenger on the Wells Fargo app. I never received such outreach. Instead, I got a letter postmarked XX/XX/23 - not even a single business day later - that they had automatically closed my cases without attempting to help at all. I called Wells Fargo and demanded to know why they were leaving me high and dry, reminding them it was through their phone # and service that this fraud happened, and was brushed off and told they would not assist me further in getting the {$990.00} stolen from me via their phone number and app back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: On XX/XX/2023 I received a letter dated XX/XX/2023, informing me that my loan will be transfer on XX/XX/2023. I reached out to the bank where I pay my mortgage at, in person and then to my home mortgage company by phone, on the morning of XX/XX/2023. I was giving verbal information of steps to take in order to stop and avoid the transfer. On XX/XX/2023 at XXXX AM I paid my loan off, over the phone, according to the information giving to me by my mortgage company. On XX/XX/2023 I received a letter from my mortgage company letting me know the service of my mortgage has been transferred to another mortgage company and showing my final escrow review balance. I also received two letters from my new mortgage company. One letter was welcoming me to the company and the other letter was a mortgage statement for payment in the amount of {$640.00} due on XX/XX/2023. On the morning of XX/XX/2023, I reached out to my previous mortgage company twice, with two different representatives. I was told there was nothing they could do, and I need to reach out to my new mortgage company. The calls ended with them letting me know that they understood me, and they were sorry. On the same morning, I reached out to my new mortgage company twice, with dissatisfying results. I asked to speak with someone in the payoff department and was told they didn't have one. The calls ended and I was not connected to the feedback serve as I indicated at the beginning of the call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20746
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Subject : Urgent Action Required : Escalating Fraud Case Involving My Account - Request for Reevaluation To Whom It May Concern, I am writing to express my deep concern and frustration regarding the recent handling of a significant fraudulent incident involving my Wells Fargo account. My trust in the bank 's commitment to customer security and financial well-being has been shaken due to the manner in which this matter has been addressed. On XX/XX/2023, I discovered that my account had been subjected to unauthorized transactions totaling approximately {$4000.00}. These transactions were executed by XXXX XXXX, my birth mother, without my knowledge or consent. The gravity of this situation is further exacerbated by the fact that these unauthorized transactions occurred between XX/XX/XXXX and XX/XX/2023, while I was incapacitated and unconscious, making me an unwitting victim of this crime. Immediately upon discovering this breach of security, I reported the matter to the Wells Fargo fraud/customer service team XXXX I provided comprehensive evidence, including official letters and a police report, outlining the circumstances surrounding the fraudulent activities. I was assured that a thorough investigation would be conducted, and a resolution would be communicated within XXXX business days. In the interim, I was promised temporary credit to alleviate the financial burden. Today, on the XXXX business day since filing my complaint, I contacted Wells Fargo to inquire about the status of the investigation. To my dismay, I was informed that a decision had been made to deny the existence of fraud in this case. This conclusion is disheartening and perplexing, as the evidence I have presented is compelling and substantiated by legal documentation. I believe that Wells Fargo 's response fails to reflect due diligence and the bank 's commitment to customer protection. The evidence I provided should have prompted a thorough examination of the situation and a just resolution. It is apparent that my concerns have not been adequately addressed, and the integrity of my account remains compromised. I implore Wells Fargo to revisit this case with the utmost seriousness and commitment to justice. I am willing to cooperate fully with any additional steps required to establish the truth behind these unauthorized transactions. It is my sincere hope that you will conduct a comprehensive reevaluation of the evidence and make a fair and unbiased determination. Furthermore, I remain resolute in my pursuit of accountability and justice. I have taken the necessary steps to confront XXXX XXXX and have filed an official police report against her for her unlawful actions. My resolve to ensure her accountability for this crime is unwavering. In conclusion, I kindly request that Wells Fargo acknowledges the legitimacy of the fraud I have reported and promptly reverses the unauthorized transactions that have caused significant financial distress. I believe in the bank 's commitment to its customers and its responsibility to uphold their financial security. Please consider this matter with the urgency and gravity it deserves. I look forward to your prompt response and a resolution that restores my confidence in the Wells Fargo banking experience. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, an unknown person signed into my bank account and used Bill Pay to send {$9800.00} to an XXXX card. Despite that the IP address, location, and Internet provider were all different then my usual access to my bank account Wells Fargo refuses to agree this was fraud. Stating the person used my user name and password and that's enough for it not to be fraud. To also note I've also been with Wells Fargo for 38 years, and have never once used Bill pay to make a payment for anything or claimed fraud on this account. The name on the XXXX card is not mine. This also happened at XXXX in the morning my time when I would never access this account. In addition there was another Bill Pay done at the same time for {$4500.00} that I did find on XX/XX/XXXX that had not gone through, that I immediately cancelled. There were also attempts to change the phone number on the account on the XX/XX/XXXX as well. That Wells Fargo can not look at this and see this was fraud is ridiculous. There was no notification to me that a {$9800.00} transfer using a service I never use was being done. In addition it took them 2 months to finally advise us that there denial was solely due to the user name and password, in the meantime we heard stories of the same IP being used, I had to go down to a local bank and prove where I was ( which I did ), etc. All of which had nothing to do with the final reason they denied the claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98367
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A