Date Received: 2023-08-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau c/o Case Manager 1700 G Street N.W. Washington, D.C. 20552 Dear Sir or Madam : The purpose of this letter to request a claim be opened against Wells Fargo over unethical business practices and business errors made by their Fraud Department in XXXX. Please find the details below. In XXXX of XXXX, my Wells Fargo checking account and debit card were compromised. Someone across the country ( I live in Virginia ) deposited a check into my account, which Wells Fargo temporarily cleared, and the person then used the funds to purchase XXXX from XXXX using my debit card. As soon as I noticed this activity, I reported the fraud to Wells Fargos fraud department. The representative indicated that the matter was being resolved. However, months later, I received a notice from Wells Fargo that I was being held liable for the charges since the merchant ( XXXX ) said the charges were valid, even though I did not make them. The account has since gone to collections with XXXX XXXX XXXX XXXX XXXX They are asking me to pay {$4700.00} for the fraudulent transactions. After several phone calls and mailings, I informed the collections group that I had reported the fraud to Wells Fargo when it occurred. The representatives from Wells Fargo and XXXX XXXX XXXX inform me that the fraud claim was closed in XX/XX/XXXX and the credits reversed to the balance previously stated. I am asking that the Consumer Financial Protection Bureau step in, open a claim against Wells Fargo and XXXX XXXX XXXX XXXX for their unethical business practices and poor business practices, and clear my closed account of the balance and subsequent record on my credit report. If you have questions or need further clarification, please contact me at XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX, was placed on my property after all structures had been completely destroyed by a XXXX fire. From XXXX approximately XXXX dollars was added plus interest to my mortgage to cover a HOUSE that had been destroyed. The primary reason the home was not rebuilt was the failure of Wells Fargo to file a timely claim against an insurer who's policy was indeed in effect at the time of the disaster. XXXX XXXX XXXX policy was never contacted by Wells Fargo and my policy was reduced to just enough to clean up and continue to pay on the vacant land. Approximately XXXX dollars was added to the payoff due to interest and XXXX additions from XXXX. Despite having coverage I was still being charged for Lender Placed insurance. When the property was destroyed, my statement clearly show XX/XX/XXXX Hazard insurance XXXX $ XXXX XXXX XXXX XXXX XXXX continued payments. The Wells Fargo Policies did not cover LAND. Wells Fargo was keenly aware there were no structures on the land from XX/XX/XXXX XXXX to payoff of the mortgage in XXXX yet added nearly XXXX in forced placed insurance. The land was not COVERED. All that existed was land. Wells Fargo made mistake after mistake after mistake in an effort to generate max profits. The CFBP penalties clearly address both of the actions present in my dealings with the WFB. I have received a mere XXXX for improper foreclosure vs. the XXXX in loses due to the lack of customer care by this bank. My complaints in this matter have been virtually dismissed and certainly not handled in a fair and just way. Please look at the record of LPI and refund those amounts as they should never of been placed on vacant land with no remaining structures.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90046
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: Wells Fargo initiated wire transfers out of my business account without authorization and is refusing to put the money that was transferred back into the account. Wells Fargo has stated that " On XX/XX/XXXX, a claim was filed when Wells Fargo was informed you were in dispute of an online wire transfers sent from your Wells Fargo Initiate Business Checking Account ending in XXXX on XX/XX/XXXX, for {$24000.00} and on XXXX XXXX, for {$10000.00}. Our Online Claims Assistance Center reviewed this matter and found that the one-time passcodes were sent to your phone number on file and the wires originated using your username and password. Additionally, calls were received from your phone number on file on XX/XX/XXXX, and again on XX/XX/XXXX, providing identifying information and one-time passcodes. '' Call records from the account holder 's cell phone company, XXXX , indicated that no calls were made ; no text messages exchanged ; and no communication occurred at all. The claim that passcodes were sent and calls were received by this account holder did not take place and verified by the phone records. Because the wire transfers were not sent to my phone and I did not contact Wells Fargo as evidenced by the call and text records, and therefore wire transfers were NOT ORIGINATED using my username and password or through any other means by me or by another person authorized or unauthorized or by my email. There is also no IP Address or log-in submission on the customer 's account that would indicate that the password was hacked. No documentation can show that the account holder is responsible for the origin of this malfeasance. The bank undertook duties outside the funds transfer process, either unilaterally through its own internal procedures or in the account agreement, that failed to protect the customers account. The bank has adopted its own account protection practices, or agrees to certain practices by contract in that passcodes are to be sent to customers on suspicious wire transfers, and fails to follow these by not sending these passcodes to my phone as the phone records indicated. This is a violation of the LII Uniform Commercial Code 4A - U.C.C. - FUNDS TRANSFER ( 2012 ). Wells Fargos internal operating procedures did not protect the customer based on the account agreement that stated in the correspondence email on XX/XX/XXXX shat state, Please allow us to explain, under our Online Wire Terms and Conditions, Online Access Agreement and Deposit Account Agreement, you are responsible for online wires that originate using your username and password, whether or not actually authorized by you. Wells Fargo phone records show, and Wells Fargo acknowledges, that The bank never called the account holder, and no records indicate that I called them, and no text messages took place, and no records indicated that usernames or passwords ever took place. There is no documentation to prove that any origination took place or that any correspondence occurred. If there is no occurrence, then how can there be an origination. The bank has wired money out of my account without proof of any origination of any calls going out to me, no calls coming in from me, no exchange of text nothing. The bank claims that my username and password were used by me or someone other than me but have no evidence that any interaction took place! Wells Fargo Bank is in violation of several areas of the LII Uniform Commercial Code 4A - U.C.C. - ARTICLE 4A - FUNDS TRANSFER ( 2012 ). The primary purpose of art. 4A is to establish uniform and predictable rights, duties, and liabilities for arms-length funds transfers between various commercial parties and their banks. 4A imposes on banks the obligation to refund unauthorized funds transfers for a one-year period after the bank gives the customer notice ( ordinarily in the monthly account statement ), thereby allowing the customer to identify the disputed transaction and notify the bank. First, a payment order initiating an electronic transfer was not deemed authorized and therefore not effective because the sender/customer did not authorize it. Second, though the account holder and the bank have agreed that authorization for payment orders will be verified by a security procedure ( such as a PIN ), a PIN was not sent or received by the bank to or from the account holder, therefore making the payment non-effective and void. Further violations of LII Uniform Commercial Code 4A - U.C.C. - FUNDS TRANSFER ( 2012 ). Call records support this. The art. 4A security procedure provision is based on the assumption that losses due to fraudulent payment orders can best be avoided by the use of commercially reasonable security procedures. The account holder believes that the security procedures were not followed and therefore not reasonable because the account holder was not contacted. Furthermore, the bank acted at its peril in accepting a payment order, in the form of the wire transfer, that was unauthorized. The bank did not comply with its own security measures because the account holder was not contacted for a PIN or username or password. As a customer of Well Fargo Bank I have requested a copy of : 1. Security Procedures [ 1 ] that were completed in the transactions n XX/XX/XXXX and XX/XX/XXXX. Specifically which steps established by agreement of a customer and a receiving bank for the purpose of ( i ) verifying that a payment order or communication amending or cancelling a payment order is that of the customer, or ( ii ) detecting error in the transmission or the content of the payment order or communication. 2. Copies of the Payment Orders [ 2 ] A payment order received by the the two receiving banks : XXXX XXXX and XXXX XXXX. 3. Any and all records that indicate what phone number, computer, IP Address, or any and all other evidence that shows where the transfer verification was sent to and originated from. Wells Fargo did not follow their own Security Procedures as phone records indicated that one time pass codes were not sent to the customers phone number as alleged as verification of the wire transfers was not obtained or originated from the customers account and Wells Fargo has no evidence that calls or passcodes or usernames were originated from the customer. Payment orders in the form of wire transfers were received by the two banks, XXXX XXXX and XXXX Bank, that were not authorized by this account holder and the account holder should be bound by it under the law of agency. Furthermore, Wells Fargo violated security procedures and that a commercially reasonable method of providing security against unauthorized payment orders was not followed and the wishes of the customer expressed to the receiving banks was not granted and contrary to the wishes of the customer. Wells Fargo has violated the rights of the customer/account holder according to LII Uniform Commercial Code 4A - U.C.C. - FUNDS TRANSFER ( 2012 ) Uniform Commercial Code 4A, adopted in Florida as F.S. Ch. 670. Based on the fact that Wells Fargo can not show, and phone records verify that the online wire transfers were NOT ORIGINATED using the account holder 's username and password as alleged. The account holder can not be held liable for the origin of this malfeasance or the removal of fund from his account. The bank undertook duties outside the funds transfer process, either unilaterally through its own internal procedures or in the account agreement, that failed to protect the customers account. The account holder is requesting that the funds be returned to my account including all fees which include but are not limited to the amount of {$35000.00}, that includes the first wire transfer of XXXX, the second wire transfer of {$10000.00}, plus the two {$50.00} wire transfer charges. [ 1 ] LII Uniform Commercial Code 4A-201. SECURITY PROCEDURE. [ 2 ] LII Uniform Commercial Code 4A-202. AUTHORIZED AND VERIFIED PAYMENT ORDERS.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34759
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: At the end of XX/XX/2023 there was a promotion between XXXX rewards and XXXX XXXX XXXX to reach XXXX status with XXXX XXXX. I signed up and linked my XXXX account with my XXXX account during the sign up period before XX/XX/XXXX. I received confirmation from XXXX that I was enrolled in the promotion and it would start on XX/XX/2023 to stay XXXX XXXX with XXXX to reach this XXXX status before XX/XX/XXXX. I met the XXXX night requirement by the end of XX/XX/2023. On XX/XX/2023 i reached out to XXXX to see when my Globalist status would be available. I was giving a case # XXXX by XXXX as they would look into the problem. They told me XXXX will send XXXX the information that I was enrolled in the promotion so they could update my status. I would email XXXX and XXXX where each one was blaming the other for the problem not being resolved. XXXX would tell me I was enrolled in the promotion and it is up to XXXX to give me the XXXX status. XXXX would tell me I was not enrolled in the promotion and would need to contact XXXX. This has been going on for 2 months with no resolution except XXXX telling me I was not enrolled in the program during the promotional period. Therefore, I would not be upgraded to the XXXX status.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60120
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Wells Fargo has caused irreparable damage to my credit score. They misapplied payments, misrepresented fees/interest, and continuously mishandled my account with them. Everything started early 2020 and continued thru the next few years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34769
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I submitted a dispute to Wells Fargo about the interest rate imposed on a balance transfer once the promotional rate expired. I stated that the nearly 30 % rate was in excess of that stated at the time of the balance transfer. I receive the letter attached hereto stating that the rate imposed is the current apr and has not changed. Wells Fargo provided no documentation showing the apr at the time of the balance transfer so I find their response inadequate. However their letter states the dispute is closed.
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: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In being very careful not to duplicate a complaint, this complaint is about a Specific issue and Need. This complaint is against Wells Fargo Bank, relevant to not following through with what they say they will do. This is a formal request to Wells Fargo, as requests by phone are not complied nor followed through. I am formally requesting any account with Wells Fargo in my name to IMMEDIATELY BE CLOSED AND A CASHIER 'S CHECK SENT TO MY HOME ADDRESS IN WHICH THE ACCOUNT WAS OPENED IN -- -- ADDRESS AS FOLLOWS : XXXX XXXX XXXX XXXX XXXX. XXXX GEORGIA XXXX I have only opened a Checking account and a Savings with Wells Fargo. Yet upon a recent answer to a CFPB complaint by Wells Fargo, there were ( 5 ) accounts listed. Question is : who opened these other accounts in my name?? There is nothing with Wells Fargo that surprises me. Who authorized these other accounts to be opened in my name?? Accounts were to be closed on XX/XX/2023 by XXXX with the XXXX XXXX. She confirmed account closure, with a Cashier 's Check being mailed to my home address. Apparently, she didn't follow through, and these accounts remain open with ONGOING FRAUDULENT ACTIVITY!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/ Subject : Urgent Complaint : Identity Theft, Hacking, and Fraudulent Activities on Wells Fargo Account Dear Consumer Financial Protection Bureau Team, I hope this email finds you well. I, XXXX XXXX, am writing to report a distressing incident of identity theft, hacking, and fraudulent activities that have occurred within the confines of my Wells Fargo account. I am seeking your immediate assistance and intervention in this grave matter. On the morning of XX/XX/, I received a call from a number that appeared to be associated with Wells Fargo ( XXXX number ). The individual on the line identified themselves as being from the Wells Fargo fraud department and proceeded to inform me of suspicious card activity in Ohio. They stated that my account was compromised and that they needed to take immediate action to protect my account. I was requested to verify my identity by providing a one-time code that they sent to me. Being under the impression that I was communicating with Wells Fargo 's legitimate representatives, I complied with their request. During the call, they demonstrated knowledge of my email address and my online banking username, which led me to believe that they were indeed genuine Wells Fargo representatives. Regrettably, it has since come to light that this was not the case, and my identity was exploited and manipulated. There had been unauthorized transfers of funds from my accounts as outlined below : 1. From my savings account : - Around {$500.00} was transferred to my personal account. 2. From my personal checking account : - A sum of {$2700.00} was transferred to my business checking account. 3. From my business checking account : - An alarming total of {$18000.00} was wrongfully transferred to an unknown account. The repercussions of this incident have been severe. The perpetrators have gained unauthorized access to my email accounts, my online banking services, and even executed a XXXX swap, as confirmed by law enforcement during my official police report. All my phone calls were transferred to them, and they were answering all my calls from my bank and so on, until I found out what was going on and went to XXXX XXXX and asked them to transfer my calls back to my number. The extent of this breach is both troubling and distressing, and I fear that my personal and financial security has been irreparably compromised. I immediately reported this incident to Wells Fargo, and while they undertook measures to address the situation, I am facing an uphill battle in regaining control over my compromised accounts and retrieving my financial losses. I reported the issue and initiated a fraud case. I had to close all my accounts due to the fraudulent activity. This prompted me to visit the nearest Wells Fargo branch on XX/XX/ to address the situation in person. During my visit, a branch banker assisted me in opening new accounts and simultaneously contacted the Wells Fargo Fraud Department to discuss the situation. I must highlight a concerning incident that occurred during this call with the Fraud Department. I was asked if I was in Florida, a location I have never visited and was not present at during the time in question. I immediately denied being in Florida, as this was not the case. This raises significant concerns about the nature of the fraudulent activity and its potential scope. On XX/XX/, I received a letter from Wells Fargo. To my shock and dismay, I was informed by Wells Fargo that the bank could not accept responsibility for the transactions and was unwilling to refund the money. This response has left me in a state of distress and disbelief. I have been a loyal customer of them for many years, and I have always adhered to security measures to protect my account. The fact that fraudulent transactions were allowed to occur without any alert or notification from the bank is deeply concerning. Moreover, I find it unjust and unreasonable that I am being held responsible for the financial repercussions of these unauthorized activities. As a consumer, I rely on the bank 's security systems and protocols to safeguard my hard-earned money. The bank 's refusal to refund my money not only breaches this trust but also undermines the fundamental principles of customer protection. I had to visit the nearest Wells Fargo branch again to address an issue regarding the denial letter from Wells Fargo. During my visit to the branch, I had the opportunity to speak with banker, and I appreciate his assistance in trying to resolve this matter. I requested their help in contacting the fraud department to initiate an investigation regarding the unauthorized transfers. I was informed the same thing, that an investigation had already been conducted, and it had been determined that the transfers were authorized by me. According to the information provided by the bank representative, the funds were transferred to a XXXX XXXX account under the name of XXXX XXXX. The account was apparently linked to an address that matches my past address : XXXX XXXX XXXX, XXXX, Arizona XXXX. However, it's worth noting that my previous address was XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX, and this change in state from California to Arizona is quite suspicious. I took the initiative to conduct my own research and could not find any record of an address matching the provided one in Arizona. It seems highly unlikely that such an address exists in Arizona. Moreover, I reached out to XXXX XXXX to inquire about the nature of this account and its legitimacy. Unfortunately, the response I received from XXXXXXXX XXXX was unhelpful and uncooperative, as they declined to provide any information or assistance. I even requested that they send a letter to Wells Fargo confirming the fraudulent nature of the account, but they refused to comply. Given the circumstances and the inconsistencies in the information provided, I am deeply concerned about the security of my account and the potential implications of this unauthorized activity. I kindly request your immediate intervention to ensure that this matter is thoroughly investigated and resolved. I would greatly appreciate your assistance in liaising with the appropriate departments at Wells Fargo to reopen the investigation into these unauthorized transfers. Additionally, if there are any steps that I need to take or any further information you require from me, please do not hesitate to inform me. Thank you for your prompt attention to this matter. I am hopeful that, with your help, we can uncover the truth behind this situation and take the necessary actions to safeguard my account. Sincerely, XXXX XXXX XXXX. XXXX Email. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91206
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023. My bank allowed a third-party access to all my funds on a personal account and basically left my personal checking account on XXXX balance without notifying me and they did not have a court order to do this on my name. They did have a court order on a business account that I no longer have but this was not a business account and was not under my name only. Also, the last deposit into this account was that of my husband 's tax return check in the amount of {$9000.00} which was deposited two days before they froze the account. That is my husband`s The bank is refusing to release the funds bank to me even though they do not have a court order that states that they can dip into a personal account. Like I said the business account that they could have access to is no longer active and the bank shuld have never gave them access to a personal accunt and allowed them to to more than {$12000.00} and they are refusing to give then back to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76210
Submitted Via: Web
Date Sent: 2023-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I zero out my card every month before due. they issue a fee the day due making it impossible to have a XXXX usage. there illegal scheme is lowering my credit and preventing my usage from being XXXX for credit card reporting purposes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2023-08-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A