Date Received: 2023-08-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: {$2700.00} has been missing from my account since XX/XX/XXXX. I notified my bank ( Wells Fargo ) on XX/XX/XXXX of the missing funds. It is now XX/XX/XXXX and the funds have not been returned nor has a provisional credit has been made to ensure I have access to my money. It seems obvious that the payee was altered, did not match the endorsement on the back, and the original check should not have been able to be deposited without further inspection/verification. Additionally, the image of the check that was deposited is missing ABA routing information on the back to show where funds were deposited. I believe this is a failure of both banking institutions and that the funds should not have been able to leave my account until that information was verified. If these safeguards had been followed by the banks, this fraud would not have occurred. A check that was obviously altered ( payee appears to have been whited out and written over ) was deposited into an unknown stranger 's account. I notified my bank ( Wells Fargo ) about the fraud on XX/XX/XXXX. I called for updates on multiple occasions in that week following and was met with a handful of customer service reps that passed me between departments multiple times in what became a very frustrating and upsetting experience that left me feeling completely defeated and unable to recoup my missing funds. They were not able to tell me where the check in question was cashed and if it was deposited or if it was cashed. They told me the back of the check was missing the normal " routing '' information with what they would need to track the funds. On XX/XX/XXXX Wells Fargo closed my open claim without any follow up or communication to me. On XX/XX/XXXX I noticed the claim was noted as closed in my online account review, so I called Wells Fargo and was told the original claim was with the wrong department and a new claim was created on XX/XX/XXXX with another department. During that XX/XX/XXXX call, they were still not able to give me any update on the status of the claim or where the check had been deposited/cashed but said they would " expedite '' the claim because I had already been waiting for 10 days. On XX/XX/XXXX I received a phone call back from the correct claims department ( " check fraud ''? ). I was told that they were able to identify that the check was deposited into an account at a XXXX XXXX XXXX branch, and that it did look like the payee had been tampered with, but that XXXX XXXX was requesting an affidavit from me before they would move forward with the investigation and return funds on their end. I was directed to go into my local branch to get the affidavit printed and sign with the notary there. I was able to complete that, and it was sent back to with a carbon copy of the original check as written ( with the obvious alterations ) at approximately XXXX XXXX MST XX/XX/XXXX via fax ( to the number provided ). I was told that a provisional deposit would likely be made once that document was received since I had a carbon copy that showed the alterations. On XX/XX/XXXX I had yet to receive a provisional deposit of the missing funds or any confirmation of receipt of the affidavit. So I called back to Wells Fargo, again was passed to another department, and then was told that whoever I was talking to was unable to provide me any additional information. I was told that " is something handled by the back office. '' I asked to speak to whoever had called me the day prior and was told that was not an option but that they would be able to put in a request for someone to call me back again with 48 hours. I am without my funds for 22 days and multiple issues/frustration while a criminal was easily given my money without any issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80219
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: i paid my bill XXXX two days later my bill was sent back charged an NSF and an Overdraft fee. Funds were available but 2 days later it was overdrafted due to WF submitting for the service fee of XXXX XXXX. Also during the pandemic i was receiving a stimulus monthly. WF decide they were going to credit me the amount to pay a fee but 6 months later charge me for the amount that as credited which ended up in my account being over drafted and needing to close it. i was put in a financial hardship due to the bank misusung my funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90805
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023, there were a series of three XXXX withdrawals from my checking accounting with Wells Fargo. These three withdrawals totaled {$3000.00} and were not authorized by me, and were fradualent attacks on my account. I have tried numerous times to get this issue resolved by Wells Fargo and have my money refunded into the account with no luck, and them stating that their research showed the transactions were made through a secure online banking through me or someone who had my authority. This is absolutely not true and far from the truth - someone has stolen {$3000.00} from my account and for some reason Wells Fargo won't do anything about this. I did not authorize these transactions and someone has made off with {$3000.00} with no further action from the bank. I don't really understand how these transactions could be authorized by Wells Fargo and I would like my account to be credited back for the {$3000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
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: This complaint is in regards to how my XXXX XXXX account ( Account ) being handled, rather than any particular dispute, claim or transaction. Im hopeful that this complaint submitted publicly via Consumer Financial Protection Bureau ( CFPB ) will reach Wells Fargo XXXX XXXX. In Late XX/XX/XXXX I've managed to apply for new XXXX XXXX product, issued by Wells Fargo XXXX XXXX ), in order to extend my credit card portfolio and proceed with responsible credit card utilization. While overall being satisfied with XXXX XXXX ( 'Membership ' ) program, I've ran into numerous issues with my account manager - XXXX XXXX Exmployee ID XXXX ), who's been assigned to this position. During my rather short tenure as Membership participant, I had to encounter several issues with some of the merchants, for which order 's my XXXX XXXX was used and therefore I had to reserve to filing a billing dispute for which transaction, where I've encountered my phone call communication with XXXX. During these encounters ( all of which Wells Fargo should have a recorded copy by now ) I did my best to supply Wells Fargo and XXXX in particular with required information & supporting documentation in a timely manner which could result in a significantly different outcome of the billing investigation, shall the case be transferred to XXXX for pre-arbitration stage of the investigation. While in general I try to reserve from using any definitions which might be found of rather subjective nature and emotionally-driven, I was left under the impression almost after each call that XXXX intentionally made those investigation and the whole process in general harder than it should be ( eg. Once XXXX was claiming that Wells Fargo never received documents for an ongoing dispute, while general customer service did confirmed that Wells Fargo actually did and then she was confronted with that information and I proceeded with sharing the timestamp the documentation were sent to Company, only after me having to convince her to look at the mailbox to find the supplied documentation, she was able to agree and in fact confirm that Company did receive those & its suffice the need for documentation to proceed ) or straightforwardly bringing me to very confusing conclusion that she basically almost sabotaging the investigation ( eg. During the phone call on XX/XX/XXXX was very convincingly claiming that documentation submitted by me were not legitimate because at the refund promise section it had different account number than my physical XXXX. I, for once again, had to almost convince her to look thoroughly at the documentation provided by me & response from the merchant and contend that difference in the account number were resulted due to using XXXX XXXX originally and the original receipt had also different but matching account number, once again, resulted of using XXXX XXXX ). Those are only two rather questionable instances which Ive decided to share in this complaint submitted to Company via CFPB, putting aside XXXX repeatedly calling me on weekends after asking her few times to cease from contacting me in the non-business hours.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I made a {$3000.00} cash deposit at one of my local Wells Fargo branches and the deposit does not show in my account. I called Wells Fargo 's customer service number and was told " It is not showing a deposit on our end, we will look into this. '' I was not convinced that it is actually going to be looked into, especially given all the issues with Wells Fargo in the last few months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I gave my debt card to the girl at the doctors office on XXXX. She stole my info and opened an online account in my name using all of my info with Wells Fargo, on XXXX. ( Wells Fargo is where my checking and savings accounts are. ) I have never used online banking. Then did a wire transfer of almost all of the money in my checking account, to a credit union, on XXXX. To do this they also ported my landline phone number to XXXX as a cell phone number, so that they could receive the code numbers to do the money transfer. I did not have my landline until today. One month of fighting with XXXX XXXX XXXX and I finally had to report them to the XXXX to get the job done. Wells Fargo does not want to return any of my money. I have made XXXX phone calls to the fraud dept. and they will not do anything to help me. All of the proof that I have is a letter from the bank basically saying they are not returning my money and a phone bill stating that I received credit for the phone service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
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 went to check on my credit card balance one day the end of XXXX and realized there were two charges I did not recognize. One was under {$200.00} ( can not remember the exact amount ) and from a XXXX or XXXX ( can not remember the exact store either ) The second charge was {$1700.00} from a XXXX XXXX. I have never shopped at a XXXX XXXX and I have proof of that by not even being a XXXX XXXX member or ever having made a purchase from them, which one can see by looking at my credit card purchasing history and debit card history. The charges were made XX/XX/23. I called Wells Fargo immediately and made a fraud claim. I spoke to a few different people and the smaller charge was taken care of immediately and I have not seen that on my statement since. The larger charge was taken off as well but then applied to my account again on XX/XX/23 and I was told it was found to be valid. I called Wells Fargo again after I realized what happened ( was not informed that the charge was found valid ) and asked to open another fraud claim. I requested to speak to a fraud investigator but was declined and told I would get a letter with action steps. I received the letter and was informed I could go into a Wells Fargo location to speak with someone. While the person I spoke with was kind, he was no help whatsoever. I found out again that the second fraud claim I made was again not in my favor by a letter dated XX/XX/XXXX. I did not receive the letter till this week. The card that is in question was an upgrade of one I have. I never received this card. It has never been in my possession. I did not request this card nor do I want it. I have had a credit card with Wells Fargo for 9-10 years ( can not remember exactly ) and now use it exclusively for the last year or so for XXXX purchases , my XXXX XXXX on my phone, and it used to have my gyms reoccurring payment as well ( no longer. ) I am extremely frustrated and feel like Im not being heard. No one at Wells Fargo wants to hear why this charge is fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX XX/XX/2023, I contacted Wells Fargo to request they send me a check for my credit balance of {$2300.00}. They said that was not a problem, and I would receive the check in about XXXX weeks. As of today, XX/XX/XXXX, I have called them MULTIPLE TIMES with no luck. THEY STILL HAVE MY {$2300.00}. The keep saying they sent a check on XX/XX/XXXX, but I do not believe them. I receive my statements from them, and yesterday I received a letter from them telling me they sent me a check, which they did NOT. I keep calling and now it's almost XXXX months and they still have my money. Today, they told me I have to complete a form to verify that I did not already receive the check! They will not put a stop payment on their check and issue a new one until I verify with them that I didn't receive the check AND FIND A NOTARY, PAY FOR A NOTARY AND RETURN THE FORM TO THEM. We all know it's ridiculously easy to find out if a check has been cashed. It's just another delay tactic for them, and they could care less that I don't have my money. For me, {$2300.00} IS A LOT OF MONEY. I NEED THAT MONEY AND I DON'T BELIEVE I WILL EVER RECEIVE IT. TODAY, THEY EMAILED ME AN AFFADAVIT THEY WANT ME TO COMPLETE WITH ALL THE INFO FROM THE CHECK THAT I NEVER RECEIVED. HOW AM I SUPPOSED TO DO THAT? THEN, THEY WANT ME TO PAY FOR AND GO TO A NOTARY AND HAVE IT NOTARIZED. I TOLD THEM TO GO TO XXXX. PLEASE HELP ME GET MY MONEY. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93436
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I was slammed through XXXX last year. XXXX was my wells fargo account. I lost close to XXXX XXXX. The minute I realized it was a scam, I called Wells Fargo and asked them to do something about it. They claim they did some investigation and requested money back from the scammer but I did not get my money back. That was all of my savings and my XXXX account even got hacked by this scammer. I lost a lot bur wells fargo didn't sympathize with me or refund my money back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21117
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-22
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I had a vehicle loan through Wells Fargo Dealer Services. I did struggle to keep up with payments, but was trying to resolve that issue with them when they repossessed my XXXX XXXX XXXX without proper notice on XXXX XXXX XXXX Once the car was in their possession, every attempt I made to reinstate the loan was denied, and I ended up losing car. I feel like they failed in their duty to provide notice of potential repossession as well as to negotiate in good faith regarding reinstating the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 045XX
Submitted Via: Web
Date Sent: 2023-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A