Date Received: 2023-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Wells Fargo is conducting UNFAIR BUSINESS PRACTICES. Wells Fargo ignored my questions in the complaint and glossed over one element and did not address the 5 resolutions that are needed. 1. Wells Fargo needs to reimburse me for over charging me for home owners insurance. in 2022 my insurance bill of two policies totaled {$12000.00} ; Wells Fargo charged me {$19000.00}. Wells Fargo owes me {$6600.00} from 2022. 2. Wells Fargo claims are " shortages '' year after year, yet year after year they have overcharged me. Wells Fargo needs to repay in full for every year they have conducted this unfair business practice. 3.Wells Fargo needs to give me the full escrow report. I never asked for an escrow account. I have asked to have it closed a multitude of times. 4. Wells Fargo needs to pay interest on all over charges for the length of the loan. 5. I would like to close the escrow account, and be reimbursed for overpayments. 6.I would like to be reimbursed for all fees charged by wells fargo that was stated in their offer letter to defer payments until the end of term at no cost or penalty to homeowner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I ended getting charged {$70.00} in overdraft fees which I believe is ridiculous seeing how that has never happened before, my card has always just declined whether it be a purchase made for that day or a subscription. The XXXX charges that were over-drafted were subscriptions these being : -XXXX {$14.00} on XX/XX/23 -XXXX XXXX {$22.00} XX/XX/23 The day prior my available balance was {$7.00} which means that no matter what, that amount available could not have covered those charges which is why my card should have declined as it always has in the past. I believe these overdraft fees are unfair to me because instead of allowing these charges to go through, the card should have declined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: I have a current complaint with Wells Fargo. On XXXX the auto loan department took all of my money from my accounts. I had requested a payoff amount and they paid off the car. There wasnt that much money in the account. Now Im out of money and in the negative for over {$10000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: My name is XXXX XXXX, my phone number is ( XXXX ) XXXX. My original claim number is XXXX. My bank account number is XXXX. This will be a bit lengthy. I have been a Wells Fargo member for over 10 years, Ive never committed fraud and Ive never had an overwhelming amount of fraud activity on my card this year. Ive sent all of this evidence to Wells Fargo XXXX email. This is all because I was trying to clear up unusual activity on my phone, my digital card kept getting added to strangers XXXX and I spoke on the phone with a Wells Fargo associate, and accidentally verified a fraud charge while on a recorded calls with my bank. And immediately tried to deny the charge after I realized what I did. I was side tracked and stressed and didnt look careful. Ive lost this money due to my mistake, but I believe the evidence Ive provided proves that these transactions were not made by me. This is has been absolutely devastating to my financial situation as Im low income and survive paycheck to paycheck. My sisters wedding is coming up and Ive had to borrow money. This has been a two month long ordeal, and finally in the end I was told there was nothing the bank could do to help me. I would pursue legal action but can not afford a lawyer. There have been security breaches to my Wells Fargo account multiple times in XXXX. Ive had miscellaneous fraud charges, that have caused me to have to order a new card. The more unusual activity started consistently at the beginning of XXXX, as show in the first email below. These transactions on XX/XX/XXXX were not authorized by me, nor were these below transactions in image two authorized on XX/XX/XXXX. There have been security breaches to my Wells Fargo account multiple times in XXXX. Ive had miscellaneous fraud charges, that have caused me to order a new card. The more unusual activity started consistently at the beginning of XXXX, as show in the first email below. These transactions on XX/XX/XXXX were not authorized by me, nor were these below transactions in image two authorized on XX/XX/XXXX. That is where the activity began. My concern was raised even higher on XX/XX/XXXX, as I started receiving emails that my Wells Fargo digital card was added to an unknown device. The supporting images below provide evidence of my card being added to two different devices. My device name is XXXX XXXX, and my phone number ends in XXXX. As this document on XX/XX/XXXX shows, Wells Fargo security authorized a new device adding my card to their account. This phone number below ending in XXXX, is not mine or any one else I knows phone number. I asked Wells Fargo explain to me how my card is being verified by Wells Fargo to be added onto another strangers XXXX, and for that they had no answer for me. I was told that their security isnt perfect and that theres been recent issues and complaints. After speaking with an associate on the phone again, of this incident, I was guaranteed that when I ordered a new card, that they wouldnt automatically add the digital card to my wallet. However after getting off the phone, the new digital card ( which wasnt even sent to me yet ) was somehow added to another strangers XXXX as shown in the image below, it was added to XXXX XXXX. I didnt verify these actions and the lack of security has been concerning for me. In that instance, my bank account was drained in increments of {$40.00} until I had nothing left. {$930.00} was taken from my account. A claim was then opened on my Wells Fargo account, if needed for any reference, the claim number is XXXX. I later got a notice in the mail 10 days later, that my transactions were authorized. I was flustered on the phone with Wells Fargo, when they sent me a text to verify a transaction. While on the phone I pressed Y to verify what turned out to be a fraud charge, instead of no as I was sidetracked. This is on record as I told the associate right as I accidentally verified the charge while we spoke on the phone together on XX/XX/XXXX. However this information has been ignored as shown in my letter which didnt grant me my money back. Its on record the incident of me in real time, accidentally verifying the transaction. Its its on record multiple times after, of me reiterating that to Wells Fargo associates. Even outside of me accidentally verifying a fraud transaction, which was clarified over the phone in the same instance, to not be verified by me ; there is a serious security issue. Somehow Wells Fargo lack of security and authorization is allowing my card to be randomly added to anyones XXXX. Lastly, I called Wells Fargo again on XX/XX/XXXX, to issue a complaint and to reopen this case. Its been almost 10 business days and I havent heard back. Im worried Ill lose the {$930.00} that was taken from me. Ive been a loyal customer for nearly 13 years with absolutely no history of fraud. Its been almost a month and I have seen no results or money. This isnt a breach with my XXXX or XXXX account, as theyve tried to tell me. Ive already gone to XXXX and have done a data scan, the only person with access to my XXXX wallet is my phone number and email. All I want is to get my money back, and to sever ties with Wells Fargo. I was told on the phone that theyve been having security breaches which doesnt make me confident that my money will be protected. These are what the charges looked like. My account started at {$930.00}, until I was left with {$3.00}. XXXX XXXX is connected to your personal banking account. Let me know if theres any other information you may need. Thank you for your patience with how lengthy this was. I wanted to cover all bases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: On the XXXX XXXX XXXX Monday afternoon I stopped at wellfargo bank ATM on XXXX XXXX XXXX XXXX XXXX and because I have two XXXX in the car I sent my XXXX to withdraw and I parked where I was able to see him at the bank lobby he withdrew {$140.00} from the checking account and later in the day like past XXXX I noticed a check of {$830.00} was deposited into my account and {$800.00} withdrawn. I never got any check from anyone neither did I make the withdrawal and on the XXXX of XXXX been the next day I called the bank and filled a complaint and they never called back with any resolution till I called back today XXXX and they told me that the closed the claim because they cant pay! So how can I defraud my self?? Who owns the check? Who withdrew the {$800.00} Where is the footage of the person that deposited the check? Please I need answers, how can my salary disappear from my bank?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07103
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Wells Fargo has consistently allowed charges to go through on my account even when the account balance is negative, and then charges overdraft fees. Last year Wells Fargo refunded some of these overdraft fees but are refusing to this year. This year they have charged over {$1300.00} in overdraft fees to my account. When I spoke with Wells Fargo, they stated these charges are ACH transactions and thats why they are force posted. However, they allow the charges to go through sometimes but deny them other times for the same automatic payments ( I.e. XXXX recurring bill for {$3.00} was allowed to go through when account was negative, but XXXX recurring bill for {$10.00} was declined on the same day-both payments were to the same company ). In my experience, it seems as they are picking and choosing what transactions to force post so they can charge overdraft fees. I have also received overdraft fees for charges that I made when the account had enough money to cover the transaction, but it posts days later and makes the account negative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50014
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a complaint, 1st to Wells Fargo and second to CFPB, RECEIVED totally different responses from the direct WF complaint and the complaint thru CFPB. I Do believe there's fraud on the account. Wells Fargo accepted to do the modification and after two trial pmts backed out of the modification. And placed the house back on foreclosure. I filed XXXX XXXX to keep the house but now looking at the recorders office records. It showes the house was sold and recorded sold prior to the trial of modification. It showed sold to an address not a person XXXX XXXX XXXX. 3 yrs later the escrow acct is still in my name, showing the date that I originally purchased and made 1st PMT on XX/XX/2013 and I was also able to login to Wells Fargo as I use to do. And it showed all the info of the escrow acct. It requested my SS # my birthdate and it gave me the current balance as of 4 months ago, which was 1st PMT made on XX/XX/2013 and current balance of {$120.00}, XXXX XXXX I've requested a request from WF as to the escrow info and never provided anything. When there's a foreclosure. The acct gets paid in full. But that did not happen here. My escrow acct continued on the property. XXXX XXXX XXXX XXXX, XXXX AZ, XXXX. Recently the house was under contract for lease to own. I called the leasing office and told the about the situation and they reversed the contract that was signed s month prior. An atty asked me to contact you again and explain because there was a lawsuit from this office to WF. Was I included in the class action against WF. Hoping to get help on this fraud case. See Next Comments
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85033
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have been a member of Wells Fargo bank for over 15 years. I have personal checking, savings, mortgage and when it came time to open my business I opened business checking and business credit card with them as well. After 5 years of having my business I decided to restructure it from sole proprietorship to an LLC with the same name. After registering with the state and updating my business licences I scheduled appointment with the banker at the local branch. They called and asked to bring the paperwork such as Certificate of formation and Tax Id. I brought all the paperwork and the banker copied them all and told me that all I needed is to close my old business checking account and open a new one under the company name, which I did. When I asked about business card he said I didn't need to worry as it can remain the same. After a week I received a letter from Wells Fargo requesting documentation about my company ( i.e. certification regarding beneficial owners of legal entity and new assumption agreement ) in order to change my business credit card. I again scheduled appointment with the banker and brought the paperwork to the branch office where I filled it out in front of the banker. He copied all the documents and told me that it will all be taken care of. After XXXX weeks my business card account was closed. I could not use my business credit card anymore. I again scheduled the appointment and spoke with the branch manager. She spent XXXX hour talking on the phone with someone, then she made me fill out the same paperwork that I already did XXXX weeks ago and said that this time all is taken care of. After another week I again received the same letter requesting same information I already submitted twice. I filled it out and then faxed it and mailed it. I waited for another week and when nothing happened I tried to call the number provided in the letter. The lady on the phone said that my account was closed because I didn't submit the paperwork in time. She said that the paperwork that I filled out previously is invalid since I didn't indicate the country ( XXXX ) in my address line. It feels like the company doesn't want me to be their customer and trying to find a way to get rid of me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98338
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I went to a Wells Fargo ATM here in XXXX, CA at the XXXX XXXX branch, XXXX XXXX XXXX, on XX/XX/2023, XXXX, XXXX XXXX and attempted to withdraw {$1000.00} cash. It was declined and I was sent a confirmation email the same day starting that it was declined due to exceeding my daily limit which is incorrect as I did have the funds in my account. I then filed a dispute with Wells Fargo and they told me that their investigation showed nothing mechanically wrong with their ATM machine. They decided not to return my {$1000.00} that they deducted from my bank account. I also told them about the email confirming that I did not receive the money and they kept my money regardless. This is a horrible way to treat a business customer and it it also unacceptable. Please help me resolve this matter ASAP!!!! and get my {$1000.00} back that I am rightfully owed. I would appreciate a prompt response in this matter of utmost importance. Thank you-
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: SUMMARY OF COMPLAINT XXXX, XXXX Mishandling of credit card fraud claim. Within minutes of receiving a text alert from Wells Fargo about a charge being attempted on my personal Visa card for nearly $ XXXX, I called them to report the unauthorized charge. They cancelled my card, but failed to file the fraud claim and let the charge go through on my new card. After many, many calls to them over the following XXXX days and receiving much misinformation from their customer service representatives, I found someone who agreed to file the fraud claim. She cancelled the card again and reissued another. Now XXXX weeks since my initial call, a temporary credit appeared on my account offsetting the charge. Then my claim was denied and the charge reappeared. I filed an appeal and provided a great deal of details, but they denied it again giving no explanation outside of sending me an unsigned letter that again stated the charge was valid. I was never given a case number, information about their procedure, information about my rights, how to appeal if needed, details about their investigation/denial, or the name of the person handling my case in their frauds department. All communications were in the form of a boiler plate letter with no signature that took XXXX days in the mail to be received on my end. My husband and I have been Wells Fargo bank customers for over 30 years with excellent credit. ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... TIMELINE & DETAILS : XX/XX/XXXX XXXX XXXX I received a call from a local Wells Fargo Bank branch located in XXXX XXXX XXXX XXXX XXXX Our business is in XXXX XXXX. I verified the caller I.D. # to be sure it was the branch calling. The rep, XXXX claimed to be from their fraud detection department and they noticed some suspicious activity on our Visa card ending in XXXX XXXX XXXX XXXX. He provided our full card number and sent a verification code to verify his identity using the same SMS short code text used by Wells Fargo. Note I did not give him any personal info except that we were home while the suspected charges were being attempted in XXXX XXXX, XXXX. He agreed to cancel the card and file a fraud claim. See more about this in our appeal letter to Wells Fargo. ... ... ... XXXX XXXX XXXX - While on a bicycle ride in XXXX XXXX, XXXX XXXX my husband and I received a text alert a charge for {$7900.00} from XXXX XXXX XXXX was being attempted on our Wells Fargo Visa card XXXX Within minutes of receiving the alert, I called Wells Fargo to report it. The rep said she'd cancel our card and report the fraudulent charge. When I asked why the card wasnt cancelled the day before, she could not say. We received new cards ending in XXXX XXXX XXXX XXXX NOTE : Our original card had never left our possession, nor had our phones and most importantly, we DID NOT nor have we ever authorized anyone else to use our card at any time. ... ... ... XXXX to XX/XX/XXXX The charge remained on our account. I called WF again, but the rep said to wait for a refund from the vendor, which didn't sound right. Then another rep said the same thing but also said to be patient. After nearly another week of being patient we still hadnt heard from them in the form of a call/email/or letter and the charge remained. ... ... ... XXXX I called WF, but this time the rep, XXXX agreed our fraud claim was not properly filed and she filed it again. She said a mistake was made and they needed to close our new card now and issue yet another new card. A few days later, we got our new cards ending in XXXX XXXX XXXX XXXX and found a temporary credit on our account was made offsetting the fraud charge. But heres the thing. they back dated the credit to show as if it posted on XX/XX/XXXX. Were now on our third credit card. ... ... ... XXXX Meanwhile, we received another letter from WF dated XX/XX/XXXX about our first card XXXX XXXX XXXX XXXX XXXX XXXX stating, " ... the unauthorized transactions that were reported did not post to your credit card account ... your case is closed '' Of course this was not true as it was posted, but to our new credit card number ending in XXXX XXXX XXXX XXXX. We assume this letter relates to the earlier fraud claim that was never properly filed. ... ... ... XXXX Received letter from WF dated XX/XX/XXXX stating they havent been able to reach me and I have 10 days from the date of the letter to respond. Turns out they did call from an unknown XXXX XXXX, but didnt leave a voice message. I called back the moment I got this letter and spoke with XXXX. XXXX asked if we always had our cards in our possession or authorized its use to anyone else. I answered the cards never left our possession and no one else was authorized. Nothing more was asked, no details were given about the investigation, nor were we offered a way to submit any statement online. ... ... ... XXXX We found the credit was removed from our account and the charge remained. I then met with a local banker, XXXX at the XXXX XXXX, XXXX. branch. She called the same tel # I used, and found out they denied our claim. She said they told her the perpetrator used an electronic wallet to make the charge and they believe it was authorized by us. I asked how is this possible unless the thief had our card or one of our phones ; that WF must have the cell # associated with that e-wallet and couldnt they see its wasnt our cell numbers? XXXX questioned their decision and said they agreed to reconsider. Our case was reopened. ... ... ... XXXX - Received letter from WF dated XX/XX/XXXX confirming the denial. The letter stated, " We found that no fraud occurred ... Now frantic we were getting nowhere with WF, I filed a police report with XXXX XXXX XXXX XXXX. I also wrote an appeal letter and faxed it to Wells Fargo Claims & Recovery Credit Card Fraud Claims, plus mailed it to them at XXXX XXXX XXXX, XXXX, XXXX XXXX. See that appeal attached showing a timeline and proof of our location at time of the fraudulent charge. Next, I filed a fraud claim and froze my credit with the 3 credit reporting agencies. NOTE : In our appeal, I request a copy of their recordings of my calls and the details of their investigation/denial. ... ... ... XXXX WF Credit Card Executive Office Case Specialist XXXX XXXX called me at our office. She said she was calling to handle our complaint and didnt know anything about our fraud case. She agreed to let me email a copy of the same appeal to her directly. While on the phone, she confirmed receipt and promised to forward it on to their fraud department. ... ... ... XXXX - Received letter from WF dated XX/XX/XXXX stating, " ... we are continuing our research... '' Nothing was mentioned about our appeal letter. ... ... ... XXXX My husband and I discovered we took cell phone photos of ourselves while at the beach that day and those photos are date/time stamped XX/XX/XXXX XXXX XXXX with our location in XXXX XXXX. Further proving we were not in XXXX XXXX, I emailed copies of these photos to XXXX at WF and requested she forward them on to their fraud claims department. Her email response stated shes away till XX/XX/XXXX and she gave no alternative contact. ... ... ... XXXX Received letter from WF dated XX/XX/XXXX denying claim again. The very same day, we received another unsigned letter from WF dated two days later on XX/XX/XXXX stating, As you requested, we are continuing our research... ..I called XXXX department and asked to speak with her supervisor, Forand. WF rep, XXXX said shed forward the message. Again, no mention of our appeal/photos and the charge still remains on our account. ... ..I left a message with the Officer at XXXX XXXX XXXX who took my report, to ask if he was able to get the surveillance footage from XXXX XXXX XXXX XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...... PLEASE SEE ATTACHED APPEAL WITH PROOF OF CALLS, EMAILS, TEXTS, VENDOR RECEIPT, PHOTOS, POLICE REPORT, CARD STATEMENTS AND ALL BANK COORESPONDENCE RECEIVED TO DATE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2023-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A