Date Received: 2023-08-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was a victim of a fraudulent attack on my Wells Fargo savings account, where the scammer did the following : On XX/XX/2023 an unknown individual ( s ) fraudulently accessed my Wells Fargo bank accounts and unbeknownst to me, added an extra phone number to my profile. On the same date my email account was inexplicably flooded with thousands of emails from many different websites purporting to confirm that I had just subscribed to their news letters. To address this spamming email issue, I immediately began deleting emails at the rate of as many as 1000 emails per hour. I discussed this event with friends and family and no one suggested that I check my bank account. On XX/XX/2023 some unknown individual ( s ) apparently logged into my account and ordered a wire transfer from my savings account in the amount of {$3600.00}. I do not know where or to whom this fraudulent wire was sent. After the wire was issued, Wells Fargo sent an email to my email account while I was away from my computer notifying me about the wire transfer. As soon as I saw that email, about 50 minutes after it was sent, I Immediately called the bank to alert them to the fraudulent transaction. The bank said they would make an effort to retrieve the funds which had been fraudulently transferred. The fraudulently wired funds were not retrieved by the bank nor did the bank provide the account number that the funds were transferred to nor dispute that it was a fraudulent transfer. Upon further research of my records, I discovered that the XXXX email coming from my bank, notifying me that an extra phone number had been added to my account, was buried in that massive spamming subscription email attack of XX/XX/2023. It was clear that the spamming attack was designed to conceal the notification email. I did file a police report with the local police department. The bank never texted to my primary phone number, the phone number that I personally set into my profile, any of the notifications that could allow me to prevent this theft. The bank should have confirmed to my primary phone that a new phone number was attempting to be added. Wells Fargo does not dispute that the wire was fraudulent nor has it provided any evidence that it was authorized by me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 71854
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 I had a check paid that was unauthorized by XXXX XXXX in the amount of {$7400.00}. I contacted Wells Fargo and submitted my claim as I did not sign any contract with XXXX XXXX as you can see from the attached documents. The owner stole my check and funds and Wells Fargo declined my claim. Wells Fargo did not protect me and my accounts as this was a suspicious and unusual transaction for my account and did not verify with me as the account owner to process the check. I have taken Legal action against XXXX XXXX as Fraud and theft was committed and he was charged and arrested. However Wells Fargo refused to protect me as a Loyal customer of theirs as I have my full relationship with them including a Mortgage and Credit card that I have paid on time. I am a XXXX XXXX from the XXXX XXXX and I have worked very hard to be a responsible Citizen in the United States and I feel that I have been Discriminated against and not protected by my bank that I have constantly made payments to my obligations with them and they are not returning the same respect and courtesy as I deserve. My children have suffered immensely as this situation has caused me financial burden and my bank did nothing to help me or protect me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19606
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I mailed a check on XX/XX/XXXX and it was received on XX/XX/XXXX. I reviewed the statement which is attached again the funds were misapplied and then put in the principal. I even attached a letter stating the check # and where to apply it to. I even provided with the check stating my acct # and escrow. Again I have attached the last time this happened and the response from Wells Fargo and this is less than a year say 11 months ago when done the same thing. What is going to take to for someone to read. I am tired of the excuses that it is a 3rd party company doing this etc. See the attached letter the excuse from XX/XX/XXXX How many more complaints do I have to file. Is there incompetent people that do not read or ignore where to apply it? It is clear on how many times I have put it stating where to put it in escrow including letter. I am getting tired of filing complaints like this every 11 months or less.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30542
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I had a flight from XXXX and XXXX during XXXX XXXX XXXX It was booked using my spouse 's credit card ( Wells Fargo XXXX ) during XX/XX/XXXX. It was booked on XXXX XXXX already took the entire money and charged for baggage. Due to XXXX XXXX, one of the leg of flight was changed to XXXX. Our baggage were checked-in for the entire journey but still XXXX charged us for the bags in XXXX. It was me and my kids flying. We were charged more than {$800.00} for this on XXXX XX/XX/XXXX in XXXX. Made several complaints to XXXX and XXXX for the refund. Once the originating airlines charge for the baggage - in between airlines never charge for it. Later I opened a dispute with Wells Fargo bank and uploaded all the documents - explanation and all the documents. Still Wells Fargo is doing back and forth emails and calls and haven't initiated the dispute with XXXX or XXXX XXXX. wells Fargo is just too big and unorganized and inefficient. Left hand doesn't know what right hand is doing. Very poor hiring standards. Today I talked to Wells Fargo supervisor XXXX employee id # XXXX about the same. Dispute IDs : XXXX and XXXX
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: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The company WF CRD SVC XXXX XXXX ON XXXX HAD placed and unauthorized inquiry on my credit Report. With out my permission or Purpose or my written authorization. I'm requesting proof that I personally Initiated this hard inquiry and proof of written authorization form. WITH THE Company placed an unauthorized inquiry on my Ctedit report as many others Credit.Cards or car Lending have done damage to My self, lowering my credit report And complicating my life and Not able to get a Car Loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90250
Submitted Via: Web
Date Sent: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was called from Wells Fargo number that matches the phone number on my card on XXXX and they proceeded to ask me about some out of normal purchases that were suspicious That was used from a XXXX and a tablet in XXXX Ca and of course I said no They sent me a text that was identical to Wells Fargo to identify and to provide the number to identify the account. They put me on hold and then came back and asked me if I knew XXXX XXXX and I said No and before I could even catch it they wired transfers the money. I tried to stop the wire but wasnt able This is definitely an inside Wells Fargo scam. I called at XXXX XXXX on XXXX to alert Wells Fargo and file a fraud claim I was a victim of wire fraud and wells Fargo is to blame for not catching the wire I called the next morning to try to have them reversed and Im waiting
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/XXXX My Wells Fargo Checking Account reached XXXX Dollars. Then I was overdrawn {$58.00}. Since then Wells Fargo has continued to send Me texts that My Debit Card was Declined, then another Text stating My Account has Reached XXXX Dollars, then I'm slammed with More Fees. As of XXXX XX/XX/2023 I am Overdrawn {$240.00}. I am a XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, living on XXXX, and a Partial Pension. PLEASE HELP ME! Respectfully, XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92543
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-27
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I have been a Wells Fargo customer- both for credit cards and checking and savings accounts for 20 years. I opened a Wells Fargo Rewards credit card in 2014 with a XXXX limit. My credit limit as of 2 days ago was XXXX and I have not charged to the card in over a year in an effort to pay down the balance, which is currently at {$11000.00}. I went to check the card today and my credit limit had been dropped to {$11000.00}, so I have barely {$300.00} of open credit now. While I am not looking to charge to this card, I am trying to build up a better a XXXX XXXX and having some open credit is obviously a large part of that. This card has an astronomically high interest rate in which I have tried to get lowered over the years with no luck. So my only hope is to pay it down and keep open credit with it. I have paid over the minimum payment for years now and have never been charged a late fee.I have a lot of debt in general, but am extremely careful with my XXXX XXXX - I have no late payment or derogatory remarks on my credit file, just a lot of debt that I am working to pay down. As soon as I saw my credit limit had been lowered, I called and the customer service agent I spoke to claimed he had no idea the reasons for my credit limit being dropped and that I would receive a letter eventually. I was so upset, I just cancelled the card so at least that would look favorably on my credit to close it. This is now the XXXX time that Wells Fargo has lowered my limit. They will increase it, and then lower it not because of anything having to do with Wells Fargo, but bc they will claim they do periodic checks of my credit and bc my debt is high, they felt they had to lower it. I strongly object to a company doing this to a loyal customer. I am working so hard to build up my credit and pay down my balances- how can I do that when these companies make decisions that they believe are best for them, but yet just punish their customers when it comes to their XXXX XXXX? I have done nothing but fulfil my requirements of this credit card 100 % and they still do something that negatively affects my own personal credit. I know I am a small time customer with Wells Fargo and they look out to protect their own interest, but how can they do this to me when I have done nothing but try and pay down this card in good faith for years now? My record with this card will speak for itself. I am disgusted and upset that I try so hard to pay down the card and I still have these negative actions against me. It is horrible treatment towards a long standing customer.
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: 2023-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have contacted Wells Fargo on several occassion to try and resolve this issue. Per the FTC consumers have 0 liability protection for fraudulent charges and Wells Fargo stated this when I reported the fraud yet they continue to state charges valid based on appearance rather than substantive evidence such as store survellance when the fraudulent charges. This is the background. Now they are also sending me harrassing letters through some secure messaging system and not responding to my answers which repeat zero FTC fraud liablity and they have provided no substantive evidence but are still holding me accountable to pay for the fraudulent charges despite having 1 ) not made the charges and 2 ) not having the goods purchased with the fraudulent charges. So I am being forced to pay Wells Fargo for something I do not have Background My Wells Fargo card was used fraudulently in XX/XX/XXXX to make purchases at a XXXX XXXX and a store named XXXX. Wells Fargo continues to tell me the charges are valid, On or around XX/XX/XXXX I was contacted by a XXXX XXXX from Wells Fargo Executive Offices and we had a conference with the Wells Fargo Fraud Investigation Team . During this conference I was told by Wells Fargo that it 'appears ' that I made the charges- I not anyone known to me made the charges abd yet Wells Fargo is forcusing me to pay for something I don't have. 'Appears ' is not sufficient proof that I made the charges it is conjecture, speculation. The onus is on Wells Fargo to prove I made the charges, it is not up to me to prove I did not. A police report was filed, an FTC Identity Theft report was filed. I nor anyone known to me made these charges. During the conference call in XXXX, the Fraud Investigation Team was asked by XXXX to provide additonal proof that I made the charges. I was told I would hear back within 10 days. I have not. I've tried to call XXXX on numerous occasions but he never answers nor does he ever return my phone calls after I leave a voice mail XXXX can be contacted at XXXX All Wells Fargo keeps doing to me is harassment. They state I have not provided additional evidence. It is not up to me to prove the alleged appearance that I did not make the charges. The onus is on Wells Fargo to prove beyond a reasonable doubt that I made the chrages they have not. I want the credit card closed after a credit is issued for the fraudulent charges. They keep telling me they will provide real evidence ( beyond appearance ) that I made the charge. This is unethical and is elder abue XXXX discrimination to make a senior citizen with a serious XXXX pay for something they never purchased and don't have the benefit of owning. Lastest communication Wells Fargo case number : XXXX Account number ending in : XXXX Consumer Financial Protection Bureau, case number : XXXX Dear XXXX XXXX XXXX Thank you for contacting us. We completed our research and are providing details to address your concerns. Service issues We take allegations seriously, and well work to understand what happened. Well review the concerns in detail and take action, as necessary. Were committed to fixing any issues and making things right for you. We seek to provide individuals with XXXX full and equal access to our products, services, locations, and facilities as we strive to help them succeed financially. Were sorry that we didnt meet your expectations about the service that was provided. Additionally, we strive to provide exceptional service, and its disappointing to learn we didnt meet this expectation. Were constantly reviewing and revising our practices and procedures to improve the customers experience, and we appreciate any input that helps us do this. Zero liability protection In your email correspondence, you stated you spoke with someone who advised a cardholder is never held responsible for fraudulent charges, and we would like to provide you additional information around this policy. We have enclosed a copy of your Consumer Credit Card Customer Agreement and Disclosure Statement, section 6, titled Lost or Stolen Cards and Liability for Unauthorized Use, and Zero Liability Protection, which states you agree to assist us in our investigation of the matter. If you do this, and we find you not responsible, you will not be held liable for the unauthorized use of your account. Fraud claim We reviewed the phone interaction that took place on XX/XX/XXXX, where you contacted our Credit Card Customer Service Department to advise of recent fraudulent transactions taking place on your account. The representative filed a claim for two cash advance transactions from XX/XX/XXXX, and XX/XX/XXXX, for {$300.00} each, totaling {$600.00}, and a purchase from XXXX on XX/XX/XXXX, for {$410.00}. Our Fraud Department has confirmed that the claim for these three transactions has been accepted in your favor as of XX/XX/XXXX. Our Fraud Department has placed a credit on your VISA card ending in XXXX, totaling {$1000.00}. There were two cash advance fees associated with the fraudulent cash advance charges which were also credited for a total amount of {$30.00}. Account closure Our records confirm you requested to close your account during a recent conversation with our Credit Card Customer Service Department. We show the account has been closed per your request as of XX/XX/XXXX. Previous responses Upon receipt of your recent inquiry from the Consumer Financial Protection Bureau, we reviewed our records and confirmed that your concerns regarding your experience with our Executive Office and your fraud claim from XX/XX/XXXX were appropriately addressed on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. You did not provide new information, so our response remains unchanged. We're enclosing our previous responses dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We are committed to supporting our customers, so if you have new information, please respond so we may research and address your concerns. Case status We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. How to contact us We appreciate the time and effort you took to contact us. If you have questions, you may reach us at XXXX, Monday through Friday from XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. We accept telecommunications relay service calls. If there is an attachment to this email and you can not read it, please contact us. Sincerely, XXXX XXXX. Escalations Representative Enterprise Complaints Management Office XXXX XXXX XXXXXXXX, XXXX XXXX, SD XXXX Fax : XXXX Attachment cc : Consumer Financial Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was charged excessive overdraft fees from Wells Fargo from XXXX and would like to be part of the Wells Fargo class action. At one point I was charged 10 overdraft fees in one day. This is a predatory practice and I was negatively affected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93101
Submitted Via: Web
Date Sent: 2023-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A