Date Received: 2023-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My dad, myself, and my daughter bought a house on a VA loan. My dad passed away. Wells Fargo would not take payments from until I was proven the successor, which I was. They then denied us reinstate, because of not enough income even though we made as much as my was when the home was bought, I finally found the XXXX Mortgage relief program and put in an application which was denied due to being over the cap .Wells Fargo excepted XXXX dollars from to bring it below low the cap but now will not give the California mortgage refile program time to review the changes and bring the loan current
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92509
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX I tried to withdraw {$500.00} the atm only give me {$450.00} I counted my money in front of the atm I tried to pull {$50.00} more off I couldnt at the same atm but could at the store atm across the street from Wells Fargo bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 64130
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Getting a line of credit
Subissue:
Consumer Complaint: On XX/XX/2023 I applied for an extension of credit from Wells Fargo. They discriminated against me and denied me credit. I filed a complaint with CFPB in which I demanded my civil penalty provided for violations. On XX/XX/2023 Wells Fargo replied that they complied with most of the banking laws and insisted that they were not going to pay my self-imposed civil remedy. Here is a link to FTC webpage that cite the was to discriminate : https : //consumer.ftc.gov/articles/credit-discrimination It's been my experience that most financial institutions will pick and choose which laws they wish to follow, especially Wells Fargo.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had used my card last at a gas station ( XXXX ) in XXXX, California on XX/XX/2023 for {$88.00} and entered my pin although the pump was acting very weird and took forever to approve my transaction. After that, I was in quite a hurry so I filled up my car and drove off. On XX/XX/2023, I ordered flowers for my mom online for pickup at a flower shop and paid on their website using my debit card for {$320.00}. That charge got posted to my account on XX/XX/2023. After the online purchase I had made on XX/XX/XXXX, I did not use my debit card whatsoever ( because I didn't need to ), and nor had I seen my card after that. On XX/XX/2023 I went to XXXX, California with a friend. I was there from XX/XX/XXXX to XX/XX/XXXX. After I came back from this trip, I was busy with school and studying at home and did not go to any stores or restaurants for which I would need my debit card to use. It didn't cross my mind to check if I had it with me for that reason and there were no signs for me to. So then after some time, on XX/XX/2023, I had a couple of checks in my room that I hadn't yet deposited into my account, so I decided to open my online banking app to deposit these checks. Since I am always aware of my spending and how much money I have in my account, I knew what balance to expect of course when opening my online banking app. After I opened it, there was I think around XXXX dollars in my account when there should've been around XXXX dollars. Almost 99 % of the money I've been saving up for the past XXXX years. I immediately had a XXXX XXXX and was so shocked and couldn't believe my eyes. I quickly started to look for my debit card and couldn't find it anywhere for XXXX hours so I came to the conclusion that it was lost or stolen so I locked my debit card on the Wells Fargo Online Banking app and filed a dispute on their website. These were all withdrawals from my debit card at ATMs. I could not believe what happened and was afraid, but as for banking with Wells Fargo and them giving XXXX liability for fraud, I was trying to stay calm and let them have their customers back. After I filed a dispute, I would receive emails for a couple of days from Wells Fargo saying that my claim is being processed so I was patiently waiting for it to be resolved. Then after no update in a week, I decided to call Wells Fargo and ask for updates and to add another transaction at XXXX XXXX on XX/XX/2023, for {$78.00} that was made during the time of fraud happening, although instead of receiving good news or updates it was the complete opposite. A man answered the phone and asked for my claim number which I provided. Then he said that unfortunately my claim had been closed and denied due to " no fraud being detected ''. I had told him how this was such a big deal for me and it was fraud committed against my hard-earned money, and all he proceeded to keep repeating was that my claim had been denied. I then asked to speak to someone else and he said since this claim amount was high value, there is only XXXX person assigned to my claim and that he would leave a note for them to call me back the following Monday or Tuesday. Although frustrated with how I was at the moment, I kept trying to explain to him how this was wrongfully denied and something was not looked through properly. To me, there are a lot of signs relating to this being fraud, because it really is. I had asked him if there were reasons, and he would keep repeating that there was no indication of fraud. I asked him, if the claim XXXX had reviewed the locations, times, patterns, habits, and more of these withdrawals and compared it to my transactions for the past XXXX years of my checking account with Wells Fargo, and he just said that everything was reviewed sir, do not worry. On top of that, I informed him that I wasn't even in the city for a couple of days that these withdrawals were made, and with attitude, he said show us proof, and I asked him if showing proof will change the status of my claim and he said " yes sir, unless you're able to be in XXXX places at a time, if you have any documentation showing you weren't in the area during any of these transactions, that would overturn this decision ''. After I told him to ask the specific claim XXXX assigned to my claim to contact me which he said he did. So, the call ended, and I waited through the whole next week for a call, and still didn't receive any. Then the following week, on Monday, XX/XX/2023, I called Wells Fargo to follow up with why I had not received a call from my claim XXXX that supposedly reviewed my claim. They had said, the reason I didn't receive a call was because my claim had been closed due to no indications of any fraud. I explained to them that when I had called a week and a half ago, someone told me if I had any proof I wasn't in the area that would overturn the decision and I did have proof. They provided me with an email address to send the proof I have for which they will review and get back to me with results in XXXX hours. So I sent my proof to that email and patiently waited. XXXX hours passed by without any updates or calls from Wells Fargo XXXX XXXX I decided to give them a call again on XX/XX/XXXX of 2023. A man answered and said despite the proof I had sent them, my claim was closed and there were no indications of fraud. He just kept repeating this same sentence for XXXX minutes not even listening to anything I'm asking for reasoning. So, I asked to speak with someone else preferably a supervisor and they transferred me to XXXX of the claim specialists that was available. I tried explaining to the woman that I had sent proof of myself not being here during these fraudulent transactions and she just continued also to say that there were no indications of any fraud. I decided to turn to CFPB for help in this situation as it is very serious and it is a lot of money. As for this situation, many people have had this same issue specifically with Wells Fargo. As for a company that clearly states their customers are subject to XXXX liability fraud protection, when these situations happen they don't act accordingly to their statement. I've tried to find out what happened myself and did many searches online trying to determine what had happened. XXXX person had a similar kind of situation with wells fargo and had submitted a post on a website with other members as well ( which will be in the files attached ) here is the link https : //thankswellsfargo.com for anyone caring to take a look. I started to trace my XXXX XXXX to find out where my pin was stolen for my debit card and my physical card. I read online that gas station pumps would have information steal devices embedded into them and the safest form of payment would be cash and was surprised about it because that never crossed my mind. Although reading about that and how there were so many cases regarded to that all over the world, I started to wonder, what if that's why the pump took forever to approve my transaction and asked me to enter my pin not once but twice which has never happened before. Then I thought to myself, how would my physical card get stolen, then I wondered to myself what if I was in a rush to get to wherever I had to go and didn't make sure to check for my card after leaving until I had realized what happened. Also after that on XX/XX/XXXX, I entered my card number from the picture I had of it on my phone so I didn't bother to look for it physically. As I mentioned earlier, the signs of fraud I could see, are multiple. Some I mentioned already, and some more are, I am really confident that the ATMs used to make these withdrawals aren't even ATMs I've used in the past XXXX years unless maybe whoever did this wanted to make it look like it was me. Another reason would be, if I wanted to withdraw the amount of money that these transactions added up to, why would I use ATMs to take out a limited amount when I can go inside the branch and withdraw way more than that, which for my withdrawals for the past couple months before this happened, all my withdrawals are inside branches. For anyone wondering, the proof I had of me not being here was a confirmation under my name from XXXX for a rental property. Showing the dates of my trip, my info, the location, etc.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91605
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Wells Fargo had a XXXX payment sent out of my account resulting in {$1800.00} leaving my account in XXXX of 2022, I contacted them to assist me with the fraud case and they told me they would help me out, they closed out the account and marked it as confirmed fraud, but never returned the money back into my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 68506
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX XXXX my checking account was charged for numerous charges for XXXX for a total of {$660.00} and once at a XXXX restaurant ( in XXXX, CA ) on XX/XX/2023, for {$4300.00}. I reported all of these charges as fraud with both XXXX and Wells Fargo and immediately closed the card that the charges were made on. None of the charges from XXXX were associated with my XXXX account, so XXXX claims they could not find the charges ( clearly my card was used on someone else 's XXXX account ). Wells Fargo then responded to my fraud claim with a denial, stating that they determined that these charges were not fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93012
Submitted Via: Web
Date Sent: 2023-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Apartment was flooded and lotted. Someone committed fraud and took money out of all my accounts with Wells Fargo Bank beyond account limits reckless transactions repeatedly that Wells Fargo Bank should not have allowed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I recently applied to wells Fargo for credit card but my income is to low hold account I need assistance opening account apply for mortgage due XXXX and lack income verification so I can have housing attend college even though I haven't had time complete certification courses for construction and music and other business administration licenses to have account features. # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a letter on XX/XX/2023 from Wells Fargo saying they will close my account because I use a registered agent. I don't believe this is fair nor legal. I would like to see the terms and conditions of my checking account where it shows they XXXX do this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: I used the Wells Fargo Online banking application to register XXXX XXXX XXXX as a payee and scheduled a {$300.00} electronic payment to be delivered to XXXX XXXX XXXX on XX/XX/XXXX. When the payment was not posted to my XXXX XXXX XXXX account, I raised an inquiry to Wells Fargo on XX/XX/XXXX and received an acknowledgment and a reference / payment confirmation number. In their acknowledgment Wells Fargo listed steps they would take, which led me to believe they would only involve me if required by XXXX XXXX XXXX. Note that the reference / payment confirmation number is also used as Wells Fargos proof-of-payment. On XX/XX/XXXX Wells Fargo sent me an update on my inquiry where they listed steps they would take to help me to resolve the issue, including working with XXXX XXXX XXXX to determine the information XXXX XXXX XXXX needed to locate the payment. I have no evidence that Wells Fargo ever contacted XXXX XXXX XXXX independently to get this information. I was on several calls separately with XXXX XXXX XXXX and on 3-way calls where Wells Fargo conferenced in XXXX XXXX XXXX XXXX My payment was never found in the XXXX XXXX XXXX system using the Wells Fargo proof-of-payment. On XXXX XXXX, in Wells Fargo Online Claims, left me a voice mail to call, although I had already worked with XXXX and XXXX in Online Claims and my inquiry remained unresolved. Fifteen minutes later Wells Fargo sent me a message notifying me they had closed my inquiry. The message also said they needed me to contact XXXX XXXX XXXX directly and they tried to contact me, but could not. On XXXX I requested the evidence that Wells Fargo used to close my inquiry and was later informed that it would be provided in 30 calendar days. Also on XXXX I spoke to XXXX in Wells Fargo Online Claims and told him that XXXX XXXX XXXX would only accept the banks routing number and account number to start researching the missing electronic payment. XXXX told me that he was aware of problems with XXXX XXXX XXXX accepting Wells Fargos proof-of-payments. On XXXX I spoke to XXXX in Wells Fargo Customer Service and requested they retrieve the payment from XXXX XXXX XXXX and return it to my account, since by then I paid XXXX XXXX XXXX another way. XXXX did not comply and after several escalations XXXX XXXX, an Executive Office Case Specialist, wrote on XX/XX/XXXX that a 3-way call was Wells Fargo Online Claims only way to communicate with XXXX XXXX XXXX due to privacy concerns. After waiting 30 calendar days, the evidence that Wells Fargo used to close my inquiry had not arrived in the mail. On XX/XX/XXXX I wrote a letter to Wells Fargo Online Customer Support to again request the return of my payment. On XX/XX/XXXX Customer Support requested more time to respond and targeted to reply to me on XX/XX/XXXX. I received an electronic reply on XX/XX/XXXX from XXXX XXXX, an Escalations Representative. XXXX repeated the need for a 3-way call with XXXXXXXX XXXX XXXX XXXX Attached to XXXX reply was the evidence used to close my inquiry, which never arrived by mail. The claim was denied because Wells Fargo processed the payment according to my instructions and without error. I have the following complaints against Wells Fargo : 1. Wells Fargo had not taken steps to establish its proof-of-payment as a viable means to resolve XXXXXXXX XXXX XXXX payment issues XXXX 2. Wells Fargo failed to disclose the known issue with XXXX XXXX XXXX accepting Wells Fargos proof-of-payments before allowing me to register XXXX XXXX XXXX as a payee . 3. Wells Fargo mislead me by claiming they would take actions ( such as working directly with the payee ) in their written communications, but failed to take those actions in my case. 4. Wells Fargo made a misleading or untrue statement when they claimed their only method to contact XXXX XXXX XXXX was through a 3-way call with me, the customer, due to privacy concerns. 5. Wells Fargo wrongly limited its investigation to its own records when it had a preexisting, established relationship with XXXX XXXX XXXX. 6. Wells Fargo failed to use information at its disposal to resolve the issue with XXXX XXXX XXXX or provide me with the same, so I could resolve the issue myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A