Date Received: 2023-07-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Caller spoofed Wells Fargo Customer Service number. They pretended to be wells fargo saying there was some unusual activity on my account and they wanted to confirm I approved the transfer of money to XXXX XXXX in texas. I said no and through a series of questions you would typically get through a bank, they said I needed to open a new account and gave me the new account number ( fake ). They said the supervisor would make sure the money was transferred to the account and could I wire the money over to him so he could assure deposit into my account.. Turns out all a scam and the money went to a XXXX account XXXX XXXX. Turns out when I called Wells Fargo they opened an investigation and determine this occurrence didn't meet their criteria for funds reimbursement and XXXX said the money was gone. I am not the only one falling for this scam per both the media and the XXXX XXXX agency.. My feeling is Wells Fargo failed to protect their clients by not notifying them of this particular scheme. This is a breach of trust. Wells Fargo claim number # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29420
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I made a large deposit after a property sold to Wells Fargo. I made the deposit at a local branch and was told by the head teller there to wait a day and the check should clear. I was also told I should have no issue moving the money to other accounts. The following morning, XX/XX/XXXX, the funds were listed as cleared and available in my account. Around noon that day, I started making transfers to my other investment accounts, such as my children 's college funds and putting money to my mortgage. A couple of hours later, I receive an email from Wells Fargo, saying I am overdrawn. Wells Fargo had reversed the deposit without me being present or notified and placed a hold on my deposit until XXXX after I started transferring money out, leaving me overdrawn by $ XXXX. I had to scramble to try and cancel transfers and stop payments. The branch told me to call the 1800 number to see if they can lift the hold early and the call center said only a branch can do it. At XXXX on XX/XX/XXXX, they finally notified me of the deposit hold by an alert to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I went to a XXXX in XXXX XXXX, XXXX and later to an XXXX XXXX both locations are on XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Somewhere in or between these two locations, my wallet that had my Wells Fargo debit and credit card fell out of my backpack. I went home and did not realize my cards had fallen out until the next day, XX/XX/XXXX, when Wells Fargo, at XXXX XXXX, sends me an email alerting me to Fraudulent Activity. I had made a purchase via XXXX on the online shopping app XXXX XXXX which triggered the email to be sent about potential fraud that occured before my purchase on XXXX XXXX. The name of the company, which I'm assuming is an online store, is coded in my bank as XXXX XXXX XXXXXXXX XXXX XXXX card XXXX. There were 4 charges made that the bank flagged as Fraud and denied the charges/ refunded the amount. The charges that got refunded are as follows : {$1200.00} {$620.00} {$310.00} {$120.00} These amounts were all rejected and reversed and I have the EMAIL from Wells Fargo telling me fraud was detected. The bank then allowed two charges- one of {$620.00} and another of {$340.00} to go through even though they flagged the other charges as potentially fraudulent. The thief also charged my credit card for {$62.00} to the same store. I filed a report and canceled my cards on XX/XX/XXXX, I have the call log showing I called their number at XXXX XXXX 5 mins after receiving their fraud alert email- and was online for 1 hr and 14 mins. I also reported fraud and stolen card to their credit card department. I called back today, XX/XX/XXXX, as today is day 10, and was told that the bank decided this was NOT fraudulent activity and told me that I would be not be getting back the {$970.00} that was stolen from my card and unauthorized by me. Wells Fargo then erased all of the reversed charges and I only have proof because I took screenshots. They also erased all but one charge on my credit card. I did not give consent for my bank records to be modified and want to pursue further action to get back my stolen money. Even though I told them I live in XXXX XXXX at the moment, they would not send me mail to here about my bank- I'm assuming they sent it to my prior US address nor would they call my XXXX phone number with updates or for further information. I had to call to get my answer today. And the emails I received only stated they were still investigating the matter. I am at a loss of what to do or how to try and repeal this decision because they told me via phone the case was closed and gave me no way to proceed refuting my case or how many days I have. There is no publicly published information online on what steps to take next. They are inconsistent in the criteria with what is fraudulent and what is not. The security of the card is weak and because they refuse to allow international phone numbers for text alerts, they put my security at risk. I didn't get the email about the fraud until the following, as mentioned above, and had no way to report it sooner. The bank also left me in a state of financial insecurity and psychological despair because I am in another country and they would support a customer internationally and I had no way to go to. bank or have access to my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, I received an email from XXXX to my university email address XXXX stating they were offering me an internship with XXXX XXXX as an XXXX XXXX. During this time, I was applying for internships on XXXX, a website that my university uses for job postings and where students find employment. The email stated XXXX XXXX had found my resume on XXXX and they wanted me to apply to this internship using the link : XXXX : XXXX? XXXX Before applying, I looked up the company on XXXX and saw they had a legit website with the link : XXXX : XXXX I continue to search up the company on XXXX as " XXXX XXXX scam '' to make sure there was nothing on there that people have reported in the past. During the entirety of XX/XX/XXXX to XX/XX/XXXX, there were no reviews or digital information that this company was a scam. I decided to apply to the position with the link they sent me and replied to their email letting them know I have applied. After about two days, on XX/XX/XXXX, XXXX XXXX sent me an email from that same email address XXXX stating I had an interview scheduled. They used the website or software XXXX XXXX to power this interview which was in a form of record-only interview. The link to the interview was XXXX XXXX XXXX XXXX XXXX Then, on XX/XX/XXXX I received an update on my interview with an email from XXXX, they stated they were offering me the Marketing Internship and I replied to them that same day to accept the job offer. After accepting, they instructed me to set up and download a XXXX Teams account to continue my onboarding process with the company. I was instructed to contact XXXX once I got the XXXX Teams set up. When I contacted them, I was communicating back and forth from XX/XX/XXXX to XX/XX/XXXX with XXXX XXXX, who claimed to be the hiring manager at XXXX XXXX. Through these chats, he instructed me to sign many onboarding documents including a document that outlined the company 's policies in which I had to agree to, a application to the internship where I wrote the hours I requested to work, and an employee information document where it asked for my SSN, my full name, address, phone, marital status, spouse 's information like their employer and phone, my birthdate, job information, emergency contact information like asking for full name, phone, address, relationship. Eventually, XXXX let me know that XXXX XXXX would be ordering some training equipment for the internship which included a computer with pre-installed software by a vendor. He let me know that the Finance Department would be sending me a check in which I had to print out and deposit to my Mobile Banking App. He asked me if I knew how to make deposits or if my bank allowed mobile deposits. I let him know that I did not know and he told me to figure it out. After I was able to research whether or not my Wells Fargo app allowed it, I let him know that it did allow mobile deposits. He sent me the check on XX/XX/XXXX through the email address XXXX. The amount of the check was XXXX I printed it and deposited it that same day and the funds were available instantly. The next day, on XX/XX/XXXX the check funds were still on my account and XXXX instructed me to send the payment to the vendor through XXXX. He told me that I should separate the payment into two transactions, one transaction of XXXX and the other transaction of XXXX The XXXX information of the vendor was XXXX. He also told me I had to provide a screenshot of the payment to him on XXXX Teams, and to the email XXXX. I sent everything at around XXXX XXXX on XX/XX/XXXX. Then, at XXXX XXXX on XX/XX/XXXX, Wells Fargo sent me a message stating that my available balance has reached or dropped below XXXX. At this point, the check had been returned and my account was left into negatives. I quickly called my university and created a report with the Department of XXXX XXXX XXXX XXXX University. Then, I went to the Wells Fargo Bank location in XXXX, California at around XXXX XXXX on XX/XX/XXXX and spoke with the banker XXXX XXXX. He let me know that he would be making a claim with the fraud department and that they should be able to get my money back. I asked him if this will affect me in any way like my credit score, reputation with the bank, or if I will have to pay this amount back. He told me that this would not affect me in any way because the bank knows that it was fraud and it was not my fault. Now, after two months there has been no resolution to my multiple claims and my account has been closed by Wells Fargo. I visited the XXXX branch two times after my first time going asking for an update because I would never receive any calls about it. I then also visited the XXXX Wells Fargo branch once after that because again, there was never any explanation on my claims. During a time in the XXXX branch XXXX let me know that Wells Fargo was trying to get the money back from XXXX but that there was no guarantee. I also got a letter from the Fraud department on XX/XX/XXXX saying that my claim has been closed since they were not able to stop or reverse the funds and they can not get the refund. I went to the bank the same day everything happened, on XX/XX/XXXX, they should have been able to reverse the funds since all transactions take a while to be posted. My claim numbers from Wells Fargo for these two XXXX transactions were XXXX and XXXX. I went in person and I called because I was unhappy about this decision so XXXX let me know that he would bring this claim up with the Escalation department who would be contacting me through email. I have never heard back from this department about my claim. I also received a letter on XX/XX/XXXX from the Claims Assistance Center stating that the mobile deposit for XXXX of the check was unauthorized and further on stated " Since the deposit ( s ) was unauthorized, we debited the amount of the deposit ( s ) from your account on XX/XX/2023. This adjustment has resulted in no loss to you. We also reversed any fees charged to your account as a result of the unauthorized deposit ''. These funds were never reversed and I was never reimbursed anything. They instead, closed my checkings account, and my credit card with Wells Fargo on XX/XX/XXXX. I called the number XXXX which was listed on the letter and I asked why this has not been resolved and caused my account to be closed. The person helping was unable to give me an answer and let me know that an investigator would be calling me within 1-2 business days for a response. I called XX/XX/XXXX and as of XX/XX/XXXX XXXX XXXX, I have not received a call. The only people at Wells Fargo that were always consistent on giving me updates were the debt collectors calling me to ask me to make a deposit. It seemed like nobody knew what was going on with my account and there was a lack of communication from all the departments. Every time I asked for help on these transactions, the person on the phone would give up on helping me and transfer me to another department. I created a claim with the Executive office of Wells Fargo on XX/XX/XXXX and received a secure message on XXXX on XX/XX/XXXX stating they would be letting me know about the resolution within 10 business days. The case number is XXXX. Since then, there has been no reply but I have been calling the number XXXX for updates which they said I would have an update by XX/XX/XXXX. I have not felt heard as a Wells Fargo customer and have been put under a lot of stress thinking that this will never be resolved since they have closed my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95776
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: First in XXXX he branch in XXXX at XXXX, VA refused to verify me inperson when I was trying to replace m debt card. I was there inperson wih all my id and children and the manager would no believe i was me. Then in XXXX on he phone Wells Fargo made me stay on the phone for hours while I asked them tto send me a copy of a old check. Then onXX/XX/ Wells Fargo locked me outt of myy online account while I was banking. Then Wells Fargo refused to verify over he phone for XXXX XXXX has had he same telephone number of mine on file for almost XXXX yrs. Then they sent me email saying that someone changed my mail settings and refused to tell me who changed them. I was even old at XXXXXXXX XXXX to go verify myself at a ATM machine! The next day I went to the XXXX XXXX location and I spoke to XXXX. She told me that their securitty dept changed my mail settings and never explained why. Then she ttold me that she put my children down as beneficaries ... When she did not. Two weeks later I went to the XXXX Va to ask for a copy of my beneficaries. I was hen told by XXXX that my children were no XXXX down as my beneficaries. When again for my children to be my XXXX XXXX refuse to add them as my POD. Then he refused to correct a error in my children 's savings accouns! They were rude and did nothing o correct the problem. He demanded to see my children 's birthcerticaes! My children have had savings with this bank for XXXX yrs!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the pandemic they told me if I didnt pay in full I would lose my home
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76123
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home for $ XXXX in XX/XX/2020 using Wells Fargo for the mortgage. The loan currently has a principal balance of $ XXXX. The home is currently worth $ XXXX according to their automated valuation model ( AVM ). My current XXXX ratio is 68 %. I called to have XXXX removed. Wells Fargo refused based on the current information. Wells Fargo is using the XXXX value calculation to exclude people from having XXXX removed, but not allowing people to use that same valuation to prove a lowered XXXX for removing XXXX. A " heads I win, tails you lose '' situation. The options given to me were to write a {$450.00} check for Wells Fargo 's valuation, or a much larger check for the rest of the principal. I offered to pay for a third party XXXX and send it in to prove the home 's value, even though Wells Fargo already has the XXXX number. They to refuse to honor any XXXX I order, and reiterated I can either write them a check for {$450.00}, or a check for the rest of the necessary principal. {$450.00} is a gross overcharge they're leveraging because they claim I can't use any other option.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77077
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am writing to formally lodge a complaint with the Consumer Financial Protection Bureau against Wells Fargo Bank. This complaint concerns the unilateral and arbitrary decision made by the bank, which has caused significant harm and distress in my life. I am deeply troubled by the handling of my banking relationship with Wells Fargo, resulting in severe financial and emotional consequences. For more than a decade, I have been a dedicated and loyal customer of Wells Fargo, maintaining multiple savings and checking accounts, including business accounts. Throughout this period, I have consistently upheld a strong financial history, demonstrating responsible banking behavior by never depositing or writing a bad check and ensuring my accounts maintain a positive balance. Unfortunately, Wells Fargo Bank failed to provide any warning or notification of the imminent closure of my accounts. The shocking revelation came to light on Friday, XX/XX/XXXX, when I attempted to make several XXXX payments to my sub-contractors. To my dismay, the XXXX system displayed a message stating, " No eligible accounts available to send XXXX payment. '' Only after an immediate call to Wells Fargo did I discover that all my accounts had been hard-locked since XX/XX/XXXX, without my knowledge. The extent of this situation became apparent when I attempted another transaction the following day. In the days that followed, I made over a dozen attempts to contact the Wells Fargo Prevention Contact Center at XXXX, pleading for the release of my funds or at least the ability to withdraw them via a Cashiers Check at a branch. After numerous frustrating attempts, I was finally able to withdraw funds from some accounts. However, there remain accounts that Wells Fargo has not released, leading to their closure. Consequently, I now face a 7-10 business day wait for the funds to be sent via USPS First Class mail. Wells Fargo 's actions have effectively held my money hostage for weeks, leaving me in a state of financial despair and hardship. The unilateral and arbitrary decision made by Wells Fargo has caused profound emotional distress, significantly impacting both my personal well-being and professional life. This decision affected three business checking accounts, one business savings account, four checking accounts, and two personal savings accounts, all of which were frozen without warning. The monetary locks imposed on my accounts include {$66000.00} in one business checking account, {$100000.00} of aged seasoned money in one personal savings account, and a joint checking account holding over {$55000.00}. These monetary blocks have resulted in severe financial challenges for me. During the account lock period, my business 's operations were severely affected. The company 's XXXX XXXX fuel card, attached to my business checking account, is essential for the timely payment of balances. Due to the account lock, the fuel card company was unable to receive payment, causing the locking of all fuel cards. As a consequence, my truck drivers were stranded on the road, unable to fuel up and return home. The fuel card company demanded a wired balance before unlocking the accounts. Unfortunately, without an alternative checking account elsewhere, this issue caused significant disruptions to my company 's operations and damaged its reputation. Wells Fargo 's unilateral and arbitrary decision not only disregards my rights as a consumer but also raises serious concerns about the bank 's adherence to banking regulations and consumer protection laws. The bank 's refusal to provide a reasonable explanation for the monetary block and the lack of prior warning are deeply troubling, suggesting a lack of transparency and accountability. Therefore, I urgently request the intervention of the Consumer Financial Protection Bureau to conduct a thorough investigation into this matter. It is imperative to address the illegal and unethical practices of Wells Fargo, hold the bank accountable for its actions, and ensure a just resolution for the harm inflicted upon me. I kindly urge the Consumer Financial Protection Bureau to : - Initiate an immediate investigation into the reasons behind the sudden closure of my accounts and the imposition of the monetary block. - Demand a clear and comprehensive explanation from Wells Fargo Bank for its actions and the lack of prior warning. - Facilitate the removal of the monetary block, granting me full access to my funds without further delay. - Ensure appropriate compensation for the substantial financial and emotional distress caused by this situation. I deeply appreciate the Consumer Financial Protection Bureau 's commitment to safeguarding consumer rights and maintaining the integrity of the financial system. Your prompt attention to this matter is vital, as I am seeking a fair and just resolution from Wells Fargo Bank. Please acknowledge the receipt of this complaint, and I eagerly await a timely response from your office. Thank you for your invaluable assistance in addressing this distressing issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91011
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: It came to my attention in early XX/XX/XXXX that our mortgage had {$580.00} in late fees on our mortgage. We have had this mortgage since we refinanced from a former Wells Fargo Mortgage at the end of XXXX beginning of XXXX. Our old mortgage account # is XXXX for XXXX XXXX and XXXX XXXX XXXX. We had payments automatically pulled 2 times per month for that loan on the 1st and 17th of the month and we were NEVER assessed a late fee by Wells Fargo. When we signed the paperwork for our refinance with Wells Fargo ( to new loan # XXXX ), we indicated that we wanted to continue with the automatic payments and completed the paperwork at closing to keep the dates the same, the 1st and 17th of the month. We were NEVER informed that the grace period has obviously been changed by Wells and that payments need to be made by the 16th to avoid late fees. I found out about the grace period when I called in and asked for the late fees to be waived. The representative said he could only waive the last fee and then adjusted our payments to the 16th of the month so that we wont have this issue going forward. In early XXXX I did receive an email indicating that the payment was due and when I checked my Wells Fargo account it showed the payment was pending so I assumed the email was a timing issue thing. Additionally, when you look at the loan transactions online, the fees show as a credit with a negative sign in front of it. Therefore, I assumed the fees were being reversed due to the timing problem. I have included the letter from Wells Fargo dated XX/XX/XXXX, indicating that our automatic payments were set up. It never indicated anywhere that the 2nd payment had to be made by the 16th of the month to avoid additional fees. I sent a letter to them on XX/XX/XXXX asking them to remove the {$580.00} in late fees that is on our current loan ( ending in account number XXXX ). I received a response back from Wells Fargo dated XX/XX/XXXX, along with a copy of our note indicating that the payments needed to be received by the 15th to avoid late fees, this paragraph is the same ( Late charges for overdue payments ) paragraph that was on our old loan ( mortgage ending in XXXX ) where we also made payments on the 1st and 17th and were never charged a late fee. If something had changed with the new loans grace period, someone at Wells Fargo should have notified us that if we kept the 2nd payment on the 17th, we would we charge late fees. No one ever brought this up and since we were refinancing an already existing mortgage with Wells, we just wanted to keep everything the same and told several people involved in our refinance this information numerous times. I then received a second letter from Wells Fargo dated XX/XX/XXXX addressing my concern regarding the fact our current loan was to be set up exactly as our last loan at refinance and we never we charged a late fee. The explained that the current loan was set up so that the payment on the 17th was for the first of the next loans payment. Since we wanted our current loan to be set up like the last one I am not sure why when they scheduled the automatic payments that they didnt set up our current loan the same way ( i.e, the 17ths payment would go towards the future month ). They also sent me a copy of our note again and a breakdown of the account showing the late fees charged. I feel they didnt correctly set up our loan to be like our old loan and if they had we never would have been charged late fees. Someone at Wells obviously was aware that the current loan wasnt set up to have the 17ths payment go to a future month and so I am furious that no one ever contacted us to explain that we should move the date by one day to avoid late fees. Therefore, I this they were deceiving a consumer by not having this information spelled out for us on the auto payment form and should reimburse me for the late fees they charged.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-28
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: To Whom It May Concern : In XXXX, my vehicle was wrongfully repossessed by Wells Fargo. I communicated with Wells Fargo in reference to my payment and we came to an agreement on when I needed to make the payment to prevent repossession. I received a letter from Wells Fargo stating I had 10 days from the date of the letter to make the payment. I was able to get the funds to pay the balance of the loan, but Wells Fargo had the vehicle repossessed prior to the 10 days agreement and reported the repossession to the 3 major credit bureaus. I communicated with Wells Fargo in reference to the agreement, I was able to pay off the loan and they released the vehicle back to me. But, the repossession stayed on my credit report for 7 years. I tried to get Wells Fargo to remove the derogatory remark from my credit report but they refused. It was years before I was able to recover financially because of this derogatory remark on my credit. Now, Wells Fargo has been hit with a lawsuit for this very reason. Your company provided me with the following number ( XXXX ) XXXX to contact Wells Fargo. I spoke with one of Wells Fargo customer service representative, to find out who will receive the compensation and if I was eligible. She indicated they have not dispersed any money and they are still working on who is eligible and to call back within another month or so. According to XXXX, some of Wells Fargo customers have already received checks or credit. How can I find out if Im eligible to receive the compensation?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32208
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A