Date Received: 2023-08-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am refiling my complaint because the Wells Fargo 's contractor XXXX XXXX XXXX XXXX with employees working from the comfort of their homes refused to answer to my previous complaint properly. the answer was a copy and paste. Here my complaint again hoping this time you read it carefully before you answer it and you answer every question. XX/XX/XXXX, at XXXX XXXX. was the first time I entered a Wells Fargo branch since XXXX. At my visit to branch # XXXX in XXXX, CA, I was the only customer at the branch. I found out that my ATM card was expired, I requested from the teller employee at the window to order my replacement ATM card, the employee requested help from the BRANCH MANAGER, who, after looking at my account, told me that he can not order the ATM card from his computer and that in order for me to order a new card, I MUST MAKE AN APPOINTMENT AND SIT WITH A BANKER. He then proceeded to tell me that no appointments are available soon, but he can put me on a waiting list and get me to meet a banker faster than making an appointment. which I found it XXXX because I have been with Wells Fargo for more than 35 years and I have renewed my ATM cards before at the teller window. Usually, they want you to sit with a banker to try to convince you to open more accounts that you do not need and to make investments that profit the bankers. I want from Wells Fargo answers to my questions, to verify if Wells Fargo is turning to a circus or is it still a financial institution. XXXX WHY THE MANAGER AT THE BRANCH TOLD ME THAT I NEED AN APPOINTMENT TO SIT WITH A BANKER JUST TO RENEW MY ATM CARD? It must be a hidden reason behind it that benefits the banker. 2- DOES THIS MANAGER THINK I AM STUPID TO TELL ME THAT HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? XXXX HOW COME WHEN I WENT OUTSIDE OF THE BRANCH AND CALLED CUSTOMER SERVICE XXXX THE CUSTOMER SERVICE RENEWED MY CARD IN 30 SECOND PHONE CALL? XXXX WHY THE MANAGER OF THE BRANCH DOES NOT HAVE EXPERIENCE AND DOES NOT KNOW HOW TO RENEW AN ATM CARD? 5- WHY DID THIS BRANCH MANAGER NOT TELL ME THAT I CAN ORDER THE REPLACEMENT ATM CARD ONLINE AND OVER THE PHONE? XXXX IS WELLS FARGO HIRING MANAGERS FOR THE BRANCHES WITH NO EXPERIENCE SIMILAR TO THE ONES WHO ANSWER MY COMPLAINT AND THE ONE WHO TOLD ME HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? XXXX WHY IS WELLS FARGO REFUSING TO INVESTIGATE THIS POSSIBLE MISCONDUCT? I am not getting answers to my questions even after resubmitting my complaint more than 8 times in the last 3 months because Wells Fargo contracted the customer service duty to a company called XXXX XXXX XXXX XXXX ( XXXX ). This company XXXX employes are without any banking experience to resolve the customer 's issues, those employees are labeled XXXX Working from the comfort of their homes without any supervision and not under the Wells Fargo management they are independent contractors. their responses are just a copy and paste of generic replies that they send to everyone. The XXXX working from the comfort of their home Refused to address my complaint properly and they switch the case from a case against the MANAGER to a case against the window teller employee which I am not complaining about. Those Employees of the contractors XXXX, refused to forward my complaint to a Wells Fargo manager, and refused to investigate my complaint. I was told in writing by the Wells Fargo 's contractors XXXX that Wells Fargo has no email or website for online complaints and has no managers or supervisors. So, the Customers like me find no REAL Wells Fargo site to complain but here. Notice : because in my experience, Wells Fargo Employees do not tell the truth. You can review the security cameras at the branch to verify that the branch was empty of customers except myself and 4 tellers at the windows had nothing to do and the manager was telling jokes to the employees. XX/XX/XXXX, at XXXXXXXX XXXX What do you expect from this bank who does not even have an email address for their customer service in this XXXX XXXX! What do you expect from this bank who does not even have an email address for their customer service in this XXXXXXXX XXXX!
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: 2023-08-29
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: I am refiling my complaint here and every where Because the Wells Fargo XXXX XXXX XXXX XXXX XXXX are still refusing to address my complaint properly and refusing to provide a resolution for my mailing address and refusing to direct Wells Fargo 's mails to my mailing address. The answer if XXXX called ECMO is just a copy and paste of the previous answer that I rejected it because it was not a solution. Here my complaint again again read it carefully before you answer it and I want Wells Fargo to provide a resolution not a copy and paste answer This is my complaint # XXXX for the same issue. Wells Fargo is refusing to use my mailing address as indicating on my account preference. Wells Fargo is ignoring my rights of privacy, Wells Fargo is ignoring my civil rights, Wells Fargo is refusing to follow the laws and regulations. T I have been a Wells Fargo customer for more than 35 years, at all the past 32 years my account mailing preference is a XXXX XXXX XXXX for the safety of my mail and for my privacy. Everything was fine till the last XXXX and half year When Wells Fargo start the illegal activities and subcontracted the customer service to a company called XXXX COMPLAINT MANAGEMENT OFFICE ( ECMO ). since that, Wells Fargo decided not to use my XXXX XXXX XXXX anymore and they start directing my mail to my residential address. In the last XXXX and half years, I complaint to Wells Fargo more than XXXX times and requested not to mail anything to my resident but all the complaint were answered by a copy and paste standard letters even the answers to my complaint were mailed to my residential address when my complaint and my request is to mail to my XXXX XXXX XXXX not to my resident. The Wells Fargo working from the comfort of their home employees do not read my complaint they only copy and paste standard answers and mail it to my resident when in my complaints I provided the XXXX XXXX XXXX my mailing address and I did not provide my residential address and my account mailing preference is my XXXX XXXX XXXX Wells Fargo is refusing to address my issue properly, Wells Fargo is refusing to investigate, Wells Fargo is refusing to follow the rules and regulations regarding my account mailing preference, and they send misleading answers and they do not even read my complaint before they answer it, The people who answer the complaints for Wells Fargo are labeled ECMOs, Those are inexperienced people who are working for the XXXX ECMO from the comfort of their homes without any supervision not under Wells Fargo 's Management. I tried to speak to a XXXX or supervisor, but I was told that Wells Fargo employees who answer the complaint are working from their homes and there have no way to connect me to a XXXX or supervisor because they are independent contractors, they do not work under the supervision of Wells Fargo bank they are working for the XXXX ECMO. So, after more than 2 years of complaints to Wells Fargo and everywhere, where they have authority over Wells Fargo and after more than XXXX complaints, Wells Fargo still did not address my issue properly and did not solve it and Wells Fargo is still denying me the right of privacy when I do not want the bank to send the mail to my resident. and Wells Fargo is still refusing to use my XXXX XXXX XXXX address as it is indicated on my account preference. I have tons of letters from Wells Fargo as evidence that they are mailing to my residential address. The misleading Wells Fargo excuses for not using my XXXX XXXX XXXX are : The XXXX XXXX XXXX, XXXX, The weather, The difference in time, The expansion of Wells Fargo XXXX and so on. Bottom line, It seems that Wells Fargo DOES NOT have customer service department, they have a subcontractor, it seems Wells Fargo is going down soon, and the Wells Fargo XXXX know it, this is why they are not putting any effort in managing Wells Fargo, they are letting it go bankrupt.
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: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have never had any Wells Fargo credit cards & getting phone calls for 5+ years from XXXX & recently, since XXXX, messages for a " XXXX XXXX XXXX & been in Wisconsin since XX/XX/1995 & never known any XXXX! I changed my cell phone number 4 years ago or so to XXXX & phone calls followed me to this number! I sure won't change my phone number anymore. I registered my number on the donotcall.gov list once a year for at least 5 years & spoke with them on the phone quite a few times. I might have to call the XXXX Police Department to file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with non-monetary relief
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: I filed disputes with Wells Fargo since XXXX XXXX. Theyre claiming that I authorized a transaction that was sent to me cia text aa a fraud alert,. I DID NOT AUTHORIZE THE TRANSACTION!!!! I DID NOT RESPOND TO TGE TEXT!!!! I called immediately after the fraud alert! XXXX even has proof that i was not the person that verified the transaction! Wells Fargo is still denying to give me the funds back! I dont know any XXXX XXXX XXXX that is the person that used my debit card under there XXXX account! XXXX is more than willing to share all information with Wells Fargo! Its ridiculous that i have to go through this! Im sure i am not the only Wells Fargo customer with this problem! Wasnt well fargo stealing money from there customers before?! Ive been with this bank since XXXX and i never felt so abused by this company. Im am not going to stop fighting this! I have been trying to be so patient! I may have to get a lawyer involved because this is hurtful and ridiculous! {$2500.00} is a lot of my to steal!!! I want my money back! Im still waiting for Wells Fargo to give me the money back. Im so tired of being hurt by this bank!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with monetary relief
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: Two charges were placed on my account that I never authorized. I gave Wells Fargo description that I was not even in the locations that these transactions were charged on. Wells Fargo said that they did investigation within a day on the weekend and said that my issue was not fraud that it couldve been me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90740
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 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: 33055
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: Banking errors
Consumer Complaint: Im in a security breach situation with Wells Fargo Bank that has dragged on for almost eight months and hasnt been resolved to my satisfaction. I suffered no financial loss but I cant get answers to my questions. Ive changed banks because of the way that I was treated. I received a letter this week from Wells Fargo with its explanation of what happened, and Ive attached it for your perusal ( wf, XXXX ). Its terrible, in my judgment. Ive included my response to the person who sent the letter. XXXX what happened : On XXXX XXXX I checked my Wells Fargo account online, as I always do on XXXX. I could not login. The telephone number to send the security code was not my number. I called customer service and explained what happened. I gave the agent my checking account number and he found the account. After a few seconds pause, he told me that he could not help me. I asked why and he said that the name on the account was not my name. I asked for the name on the account and he would not tell me. I asked to speak to a supervisor and one came to the line. I explained the situation and gave him my Wells Fargo credit card number to see if a different account would reveal the problem. Same answer : the name on the account was not mine. This agent also would not tell me whose name was on my account. The supervisor, very coldly in my judgment, told me that he couldnt help and I had to wait until XXXX to go to a branch and resolve this issue in person. Two hours later I called Wells Fargo fraud, explained the situation, and asked if a freeze could be put on the account until I could go to my branch on XXXX. I feared that my account could be cleaned out and charges made on my credit card. This agent was more understanding than the previous two but said that she could not help. This part of the incident is the source of my anger with Wells Fargo. I was not willing to wait XXXX hours with someone elses name on my account. I spent an anxious weekend worrying about what had happened and was at my branch at XXXXXXXX XXXX on XXXX. After XXXX and XXXX XXXX XXXX of work with one of the branch officers, we found that an account had been opened in XXXX, XXXX, the previous week. The Wells Fargo agent in XXXX typed mistyped the applicants social security number and it matched mine. Wells Fargos security system did not pick up on a duplicate social security number. My account was merged with the applicants and he had control of his account and mine. I opened an account at a different bank the next day and closed my Wells Fargo account in XXXX once the transition was done. In XXXX, still upset by what happened and how I was treated, I lodged a complaint with Wells Fargo. I spoke with a pleasant woman named XXXX from Wells Fargo Executive offices and she began to help me. I was promised an answer by XX/XX/XXXX. XXXX called on XX/XX/XXXX to tell me the investigation wasnt complete and the bank would contact me by XXXX XXXX. I received a letter from Wells Fargo on the XXXX, and it is the attachment that I mentioned earlier. There are at least XXXX typographical and grammatical errors in it. Some of the explanation is so unclear that, to me, its gibberish. The man who sent it didnt even sign it. For me, theres no empathy or sincerity in the letter, especially for what I went through on the weekend that the situation happened. Its mostly a letter backing XXXX XXXX handling of the incident. Again, thats my thinking. Im still furious about this. I let it be known in a letter back to the Wells Fargo agent who sent the letter. In my judgment, Ive been treated horrifically since the first day when no one at customer service or fraud would help me. I held this account for 47 years, mostly at XXXX before it was bought-out by Wells Fargo XXXX And Wells Fargo ruined it in 15 years. For the time that I held this account, no one would help me and I had to go to a branch and prove my identity. Im sure that you have more serious cases than this. I didnt lose money, no charges were placed on my credit card and my debit card was not compromised. Wells Fargo still hasnt explained how a duplicate social security number wasnt detected and matched to a person who held the account since 1976. And it simply doesnt seem to care, at least not to my satisfaction. Im just a retiree with a checking account, but Wells Fargos actions were sloppy. Cold-hearted banking at its worst. Ive had bad experiences with businesses, but never one at this level. Thank you for reading this, and for any help you might be able to offer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27455
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 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 XXXX 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: 33607
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 company's investigation into an existing issue
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I bank with wells fargo and on XX/XX/2023 i reported a fraud claim to wells fargo of a sum of {$4100.00} and they informed me they would be looking into it and told me itll take 10 buisness days or less to resolve the issue. I receive a letter by wells fargo informing me that these transactions were authorized by me and my claim has been closed. These transactions were not authorized by me and wells fargo has made it very clear they dont have any interest in reimbursement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30238
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: Repossession
Subissue: Notice to repossess
Consumer Complaint: I had a wells Fargo auto loan with my husband but I was the primary on the account. The car was repossessed without any notification. Wells Fargo was recently fined for improper repossession of vehicles. The reports I read described what happened to me but I never heard anything from them. I want my account to be reviewed to ensure I am eligible to be included.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30549
Submitted Via: Web
Date Sent: 2023-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A