Date Received: 2023-07-23
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: Wells Fargo unlawful repossessed my vehicle from private gated community. I reached out to Wells Fargo in order to straighten the loan and laws. They never responded in a timely manner and continue to harass me. I had to pay to XXXX to get my car out the impound. They illegally repossessed my vehicle. I purchased the car in 2020 and was not familiar with how Wells Fargo handled the contract. I signed under duress. I sent Wells Fargo a right of rescission letter amongst others. Wells Fargo has reported to agencies that I have late payments and it is tarnishing my reputation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 272XX
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Re : Transaction id : XXXX ; posted date : XX/XX/XXXX ; card ending : XXXX On the evening of XX/XX/XXXX, I purchased over the phone 4 airline tickets from a travel agency named XXXX XXXX, which is a brand of XXXX XXXX XXXX XXXX. The service I agreed to purchase was round-trip tickets from XXXX, MN, to XXXX, XXXX XXXX , and back to XXXX, MN. Once I provided my payment information and my card was charged, the travel agent told me that the trip would start from XXXX, IL, not from XXXX, MN, as agreed and promised before I provided my card information. The agent suggested that I purchase separate tickets for flights from XXXX to XXXX. I declined the suggestion and told the agent to cancel the transaction and the tickets and provide me with a full refund. The travel agent hung up the call. I called multiple times, but the agent didn't answer. Later in the evening of XX/XX/XXXX, the agent emailed, implying that they were going to refund my money. Concerned that the agent was not going to follow through, I contacted my credit card issuer, Wells Fargo, the next day, XX/XX/XXXX. I told them what happened, and I filed a dispute and also requested that my card be canceled because I was suspicious that the merchant was going to charge my card again. My card issuer confirmed receipt of the dispute claim in writing by sending me an email on or about XX/XX/XXXX. My card issuer also credited my account for the disputed amount, pending a resolution of the investigation. In early XX/XX/XXXX, I noticed that my card issuer reversed the credit amount. I called my card issuer to ask them why. They said the merchant sent them a document stating that the tickets were non-refundable. My card issuer said that based on their review of the merchant-submitted document, they determined the charge to be valid. I expressed disagreement with the decision and asked my card issuer to send me a written decision letter and any documents used to make the decision for my review and decision as to my next step. My card issuer sent me the decision letter and the merchant-provided documents about the transaction, including their terms of service. Soon thereafter, I renewed my dispute, and my card issuer affirmed their decision. My card issuer told me to submit any documents showing that the tickets were refundable. Following that, I emailed a detailed letter and supporting evidence to my card issuer on XX/XX/XXXX. After hearing no response, I followed up with them on or around XX/XX/XXXX. My card issuer told me they didn't receive my letter and evidence. They provided me with an email address to re-send the information to, which I did right away. In my letter, I provided two reasons why the charge was invalid. One, the tickets the merchant delivered were different than what I agreed to purchase and what the merchant promised. In support, I provided copies of other tickets I bought from another travel agency soon after the disputed transaction occurred. The replacement tickets from the different travel agency were for round-trip tickets from XXXX to XXXX and back. This clearly proved that the first travel agency did not provide the service it promised, and I agreed to purchase, and because of that, I had to buy another set of tickets from another merchant. Second, the very document the merchant submitted to support its claim that the tickets were non-refundable showed that the transaction included an additional fee for a service that allowed, among other things, the ability to cancel the transaction within 24 hours from the booking time. This information, coupled with my request for cancellation and refund made within minutes of the transaction plus the email from the merchant 's employee implying that they were processing the refund request plus my contacting my card issuer the next day after the transaction showed the tickets were subject to 24-hour cancellation and I took steps to cancel the transaction within 24-hours. Notwithstanding the aforementioned overwhelming evidence confirming the tickets were subject to refund within the first 24 hours and my making such request within 24 hours, which the merchant confirmed, my card issuer continued to insist on their incorrect decision which stated that tickets were categorically non-refundable. With my letter, I provided my card issuer with evidence that showed that the merchant recorded its calls. And so, since the transaction was done over the phone, I provided my card issuer my call log history so that they could request from the merchant the recording of the conversation between me and the merchant 's employee, which would provide impartial and dispositive evidence as to what exactly happened concerning my claim that the tickets the merchant delivered being different than what was agreed upon. Further, with my letter, I provided evidence showing the tickets were subject to 24-hour cancellation because of having paid additional money for the ability to cancel and get a refund even though the base ticket was non-refundable. I also provided my card issuer evidence of the merchant 's confirmation of my request via email. Moreover, the recording of the phone calls between the merchant 's employee and myself would show that I requested cancellation and refund. Despite all of the efforts described above to show why the transaction was invalid, my card issuer arbitrarily decided to side with the merchant. And in doing so, my merchant failed to consider the weight of the evidence which unequivocally supports my position. In other words, my card issuer had failed to do a reasonable investigation as required by law. In short, my card issuer made an incorrect decision and has refused to correct its erroneous decision despite it being arbitrary, unreasonable, and contrary to the weight of the evidence.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55901
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My bank account woth welfargo was closed they had charged me with well over XXXX in return check charges and overdraft fees when the transactions were already cleared out of pending they would put them back in pending and move the transactions around to delay the processing so if I was XXXX penny sort it shouldn't of allowed the debit to go there instead they allowed it and charged me thousands of dollars I even went and took photos once I realized when was going on and I complained with them but they said no im wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19061
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We have been Wells Fargo customers for 20 years. We discovered approximately {$8000.00} in charges we did not make. We filed 3 fraud cases only to be told by their computer algorithm that it was consistent with our spending. It is not. We are happy to pay for what we owe but not those charges. Now, they are suing us. They are ruining our lives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85713
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2023 a {$1000.00}. withdrawal was stolen from my checking account without my permission. After work, I went by the Wells Fargo ATM on XXXX XXXX in XXXX, NC to get {$20.00}. to send to my granddaughter. I put my card and pin in the ATM and it asked what amount I wanted. I checked {$20.00}. and a pop-up stated the machine was out of XXXX causing me to get flustered as I did not want another amount. I pulled off appx. 30 feet to the XXXX XXXX as I knew I could get the amount from XXXX XXXX. The minute I got out of my car, I realized that I had left my card in the ATM. Not more than 5 minutes elapsed when I ran to the ATM, saw my card and took it out. There was a young man standing in front of the ATM, not in a car and I said to him that the machine was out of XXXX. I went in the XXXX XXXX, made a purchase and got a XXXX back. I then went to the post office and sent the XXXX to my granddaughter. I then went home and as I do every afternoon after work ; went online to check and balance my account. It was then that I saw the {$1000.00} withdrawal from my account. I immediately reported the incident to Wells Fargo thus starting a series of events that have occurred to this date. On XX/XX/XXXX, Wells Fargo made the decision that " I had either taken the money myself or I had given permission to someone to use my card '' That My card and pin were used is the only reason for them making their decision but I don't know of any ATM that you can drive up to and say " Give me a XXXX dollar bill '' and it does so.They have called me a liar and a thief or which I am neither. Appx. 3-4 days after the incident ; Wells Fargo tore down the ATM in question and replaced it with a new ATM appx. a third the previous size. I reported the theft to the XXXX Police Dept and my case was assigned to a Detective. I appealed the decision of Wells Fargo and again was sent a letter with the same decision and reasoning for such decision. In both letters, Wells Fargo has stated that " it was my right to receive copies of the videos or pictures '' of said videos but that request has been denied numerous times. They won't release them to the Police, neither to the Branch Manager of the Wells Fargo Bank in XXXX, the only local office as the major office has recently closed. With these videos or pictures ; it would be made plain that I did not take that money. The release of these pictures is what I am asking for. I have lodged complaints also to XXXX XXXX in XXXX, NC and the Office of the Comptroller of the Currency ( who referred me to you ) and am working on a complaint with the NC Office of the Attorney General. Another question I have asked is " how long does Wells Fargo keep these videos? '' NO ONE can tell me and I do believe that they are just hoping I will quietly go away and drop the matter. But they are wrong. I am XXXX XXXX XXXX, still work every day and have never had anyone call me a liar nor a thief. I have been with Wells Fargo for 18 years and have never had a problem with them other than this. I have copies of correspondence, phone calls with names and times, emails, police report and other contacts but I do not have the capacity to attach such to this complaint. I can fax such if needed or acceptable. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27896
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have been a member of Wells Fargo bank since 2012 this past year. My sister has repeatedly used my card without my knowledge I would see her on and off the road when her and her ex-boyfriend or her and her babies daddy would come through town on their semi truck Dropping loads here and there and my card would come up missing then transactions will take place or disputes would take place in my account was completely ruined. Wells Fargo gave me my money back at first then they made me pay them the money back on top of that whatever was disputed I had to pay that company back as well, and when I contacted Wells Fargo about this, they said they were closing my account because we have an account with them is not beneficial for them and they told me I would have to contact visa to get my funds back because visa is the one holding the money from the dispute from where I had to pay the bank back and pay the company back That was disputed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31906
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XXXX XXXX. My problem started with Wells Fargo around XXXX when creditors would debit my account and the fund weren't available Wells Fargo allowed the attempted debits to continue charging my overdrafts fees ( {$37.00} ) with every debit attempt after my paychecks were directly deposited I would have nothing left I recall having to go into my retirement to pay the rent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91911
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I told the Wells Fargo loan officer two payments was in on the first of that month they took the car on the XXXX of that month
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I hope this message finds you well. My name is XXXX, and I am writing to address a distressing incident that occurred on XX/XX/2023, involving my Wells Fargo account. On that date, an unauthorized transaction amounting to nearly {$25000.00} was processed from my account. What deeply concerns me is that I received a call from Wells Fargo, during which I was purportedly authenticated to authorize the transaction. However, I want to firmly state that I did not provide any such authorization, nor did I initiate the transaction in question. Subsequently, I promptly reported the fraudulent activity to your customer support, expecting a thorough investigation into the matter. Regrettably, I was informed that the case has been closed after an investigation, with no change in the decision and a lack of adequate proof to support their findings. I have repeatedly requested evidence from Wells Fargo to demonstrate that they did not commit the fraud, but my appeals have been met with refusal to provide such documentation. To further substantiate my claim, I can present evidence showing that the call originated from Wells Fargo 's official phone number and authentication system. Given this information, it is only natural for me to believe that I fell victim to a scam orchestrated within Wells Fargo 's own systems. As a loyal customer, I have placed my trust in Wells Fargo for many years, and this unfortunate incident has left me feeling devastated. I firmly believe that the responsibility lies with Wells Fargo to ensure the security and integrity of their customers ' accounts. Therefore, I earnestly request that you review my case once more, with a genuine commitment to resolving this matter and restoring the funds that were taken from me without authorization. I implore you to conduct a comprehensive investigation, reevaluate the evidence, and take the necessary steps to return the funds to my account unless clear evidence emerges to prove my involvement in the unauthorized transaction. Additionally, I kindly ask for timely updates and open communication during the course of this review. I hope for a swift resolution to this distressing situation so that I may regain trust in the institution I once held in high regard. I trust that Wells Fargo will act diligently and responsibly in addressing this matter. Thank you for your attention to this urgent issue. I look forward to your prompt response and a satisfactory resolution. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a pending charge from XXXX XXXX one on my wells Fargo debit I did not make at All for XXXX dollars. I have no accounts with XXXX XXXX its still pending as well and has it been posted.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55987
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A