Date Received: 2023-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, I requested XXXX relief forbearance from Wells Fargo for my mortgage that originated in XX/XX/XXXX. During the process, I was 1 month ahead on my mortgage. This request was in result of losing my employment. Before settling on forbearance as an option, I called Wells Fargo multiple times to confirm that this would not hinder my credit score, Wells Fargo Payment History, and ability to apply for products or have PMI removed. On multiple calls, Wells Fargo agents informed me that my credit and Wells Fargo History would not be hindered by this process. I went into XXXX in XXXX of XXXX. In XXXX of XXXX, I began the process of exiting forbearance. I had requested that the balance due be placed on the back of my mortgage as a ballon type payment due at the end of the loan or at sale. The only communication that I received from Wells Fargo closing the terms of the forbearance was a letter stating that i was eligible for the amount to be placed on the back of my loan. On a call, i agreed to those terms. No other information was provided to me about the forbearance other than the terms of repayment which was the balloon payment. On XX/XX/XXXX, i received an escrow re-analysis that increased my payment to {$1700.00} from {$1500.00}. Of course, you can see how this increase can be concerning. I called in and asked why it had been increased. Wells Fargo informed me that they had received notification that the property taxes and homeowners insurance had gone up. I immediately started shopping around for new homeowners insurance and ensured that the Home Stead exemption was placed on my property. This would in turn reduce my property taxes. I called Wells Fargo and asked them why I had an escrow shortage of {$6000.00}. They informed me that it was because of the loan modification. Wells Fargo moved a portion of my owed Escrow balance to the back of my loan. They did not specify what amount that was or what was it that contributed to the full amount. They did not process an escrow reanalysis at the time of closing the loan modification which caused me to have that shortage. I called and asked Wells Fargo multiple times what was it that made up the full balance of what was placed on the back of my loan. Many agents later provided me with a detailed list of the charges that were moved to the back of the loan. I then asked Wells Fargo why I had a shortage if the escrow balance was paid to the back of my loan. They informed me on a call that it was because an escrow reanalysis had not been completed for over a year and I had not been paying enough into my escrow account. As you can tell this was not good news to hear since it would drastically change my monthly expenses without warning considering there was a way to avoid this. I reduced my homeowner 's premium and property taxes. In addition, i had my home reappraised because the expected loan-to-value ratio I had calculated on my home was less than 80 %, including the balloon payment. I was severely dissatisfied with the way the escrow account had been managed. So I requested the escrow account to be deleted after I was able to bring it current with a payment. On XX/XX/XXXX, i spoke to an agent who informed me that I only had to pay {$1900.00} for the escrow account to be considered for deletion. I made the payment and requested the deletion. I called back days later to ask where the process was. They declined the request stating that I had missed payments of over 60 days in the last 2 years. To my surprise, I asked when I had missed payments and the agent informed me that all the forbearance payments were considered missed payments. This information was never provided to me previous to entering into forbearance. I was even informed by agents to ignore the letters in the mail because they were no longer accurate because they are on an automated system. Of course, I requested that this be reviewed again because in none of the conversations that I had with Wells Fargo was I informed of the missed payments. During this escalation process, I had my home reappraised and Wells Fargo removed my PMI because I met the less than 80 % loan-to-value ratio. This was removed on XX/XX/XXXX. A few days after my request for a review of the decline, I called back to check the status. An agent by the name of XXXX informed me that I would need to be moved to the XXXX department for my complaint. On Tuesday, XX/XX/XXXX, I spoke with the executive representative XXXX. She informed me that she would be reviewing the case and that I would get a response by XX/XX/XXXX. On that call, I requested all call transcriptions since the month of XXXX of XXXX due to the continued misinformation that I had received from multiple different people. I also requested the specific reasons why my escrow deletion was being declined. On XX/XX/XXXX I received the letter with my deletion reasons stating " at this time your account does not meet escrow deletion requirements due to the loan-to-value ratio greater than 80 % as well you have had a completed modification ( XXXX payment deferral ) I called for 2 days to XXXX and left VM. No callbacks. I then spoke to her manager. I was understanding about the Loan-to-value ratio because I had assumed that at the time of review, the appraisal might have not gone through. But I needed more information about the reason for " completed modification ''. I asked XXXX 's manager to provide me with in-depth information on what that meant because i had never received written or verbal communication that this would affect my escrow account, other than the balloon payment. I informed the manager that I had since had the property appraised and because of this, I would like the decision reviewed because one of the requirements stipulated in the letter should no longer apply. She agreed. In this letter, Wells Fargo also declined to provide me with all call transcripts and information about the calls that I had made over the past 2 years. They saw it as an unreasonable request. I didn't expect to have been lied to so many times in a row and not keep records of all the calls. Another case was opened that day with the executive department with an agent called XXXX XXXX. On XX/XX/XXXX. I called this agent to receive an update on my request. He informed me that the reason for my decline was due to late payments and the loan-to-value ratio. I asked why the Loan-to-value ratio was still showing as a higher percentage when i already had the property appraised. He said that its because of another loan-to-value ratio and did not provide specifics. Which made no sense and I was also never informed of it. When I asked about the late payments he said that the questions i had asked on previous calls are irrelevant because he is telling me that Wells Fargo took it as late payments, even though they were in forbearance and i had never been informed otherwise. He informed me that I needed to abide by the requirements of the investor into the loan since Wells Fargo had sold my loan to XXXX XXXX. I did not agree to this. I also asked previously on a call if this sale would affect my loan performance or requirements. I signed a loan contract with Wells Fargo, Not XXXX XXXX. The Wells Fargo agent at the time informed me that I only needed to uphold the requirements of my loan document. When i asked XXXX this information, he declined to answer. When i asked to speak to his manager, he declined to answer, when i asked to speak to anyone else, he declined to answer. I have been lied to by multiple people for well over 2 years now and no one has given me any straight answers. These continued misinformation and lies can be considered unfair and deceptive practices that made me agree to a forbearance that hindered my financial future. Wells Fargo has a proven track record of deceiving customers and this type of experience proves why.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
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: On XX/XX/XXXX I took my XXXX to XXXX for a diagnostic they did not do so as I have their software and diagnostic tools as they sell it to the public. They didnt test out my XXXX or get the proper estimate they tried to make it a XXXX job when it simply a sensor that their own software was able to detect and my other mechanic was able to fix it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: There have been unauthorized disclosures of my personal identifying information. Wells Fargo, XXXX, XXXX, and XXXX are fraudulently furnishing the information listed below. The information which appears on my credit report does not relate to any transaction ( s ) that I have made. This information violates my consumer rights and the FCRA, FDCPA, privacy rule 313, and the GLB Act. I did not authorize, or consent to this information. This information was not furnished with my written consent. These companies are coercing me into paying an alleged debt that they failed to provide validation for. This is a violation of 15 USC 1692d ( 4 ) and I believe they are blatantly committing racketeering. I have provided an identity theft report listing the accounts that should be blocked and removed. I have also provided opt-out notices from the model disclosures that I found on the CFPB website. If the attached opt-out notices provided by the CFPB is not sufficient, please provide me with a reasonable way to opt out of the disclosure of my nonpublic personal information. Please block this information from my credit report, pursuant to section 605B of the Fair Credit Reporting Act. FCRA Section 603 ( d ) ( 2 ) ( A ) ( iii ) opt-out. If the institution shares personal information pursuant to section 603 ( d ) ( 2 ) ( A ) ( iii ) of the FCRA, it must include in the mail-in opt-out form the following statement : Do not share information about my creditworthiness with your affiliates for their everyday business purposes. FCRA Section 624 opt-out. If the institution incorporates section 624 of the FCRA in accord with paragraph C.2 ( d ) ( 6 ) of these Instructions, it must include in the mail-in opt-out form the following statement : b Do not allow your affiliates to use my personal information to market to me. Nonaffiliate opt-out. If the financial institution shares personal information pursuant to 313.10 ( a ) of this part, it must include in the mail-in opt-out form the following statement : b Do not share my personal information with nonaffiliates to market their products and services to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I used to pay the advance due every month regarding the house mortgage, but one day I was not able to pay the mortgage due, but after three months I said to them, Can you help me to divide the three months for me to pay extra for each month? They don't accept.and we working hard to get money to save the house. only one week to sell My house. I sent to them the money They changed me with interest and the right of a lawyer, who was big amount, and after all this effort in order to save my house in which we lived as a husband, wife and XXXX children, and I think the amount exceeded {$12000.00} and I continued to pay them every month, so they changed the bank for me to another bank without our knowledge and without To sign any paper, thank you If you need more information let me know I can explain more butter
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61265
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: On XX/XX/XXXX, I received two charges of returned payment of {$5000.00} which total is {$10000.00}. And those two transactions were originally from XX/XX/XXXX, it's been more than half a year, and when I ask customer service or employees from wells fargo, their typical answer is " Whoa, I've never seen that before '' or " That's crazy ''. Then when I go to the bank for an inquiry, they told me that they do not have access. Because I wanted to check the statement from last year, and during this whole time the statement on the app or online is NOT available, they took a long time to mail the physical statement to me, and it's still the only resource I can check. The XXXX credit card customer service line has trouble answering my question then I have been transferred about 4-5 times or even more to different departments, and will be ended up doing some " investigation '' and took about 10 days to give me a roughly " answer ''. And when their email stated that they will waive the interest fee, the next time when I called, they are saying they don't do that. This whole process of transaction is very unclear and perfunctory, and the worst is that it directly causes an overdue balance over credit limit resulting in my credit score going down crazily, I can not get a good loan to finance a house for my family, and my mom is really upset about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11372
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
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: XX/XX/XXXX On Tuesday, XX/XX/XXXX, at approximately XXXX, I received a call from a " Wells Fargo '' number ( XXXX ) informing me that my checking account had been compromised and to verify certain transactions. I went over 4 or 5 different transactions in which I authenticated 2 and then identified the others as illegitimate. Upon realizing that my checking account was vulnerable I asked the " representative '' when I was going to be able to have access to funds within my account. The " representative '' then suggested that I transfer money from my credit card into my checking account in order to have access to immediate funds. Additionally, they assured me that the compromised account had already been flagged and would not be susceptible to any further fraudulent withdrawals. I then requested the ordering of new cards and a new setup for accounts whereby I was told by the " representative '' that I would need to be transferred to another line. They offered me the chance to hold the phone line in a queue for up to 45-60 minutes or asked if I would rather receive a call back from the department that could handle the requisition of new cards. Being at work, I asked to get a call back. At approximately XXXX, I decided to call the same Wells Fargo number back and check in on what had happened. I dialed the exact line ( XXXX ) that had initially reached out to me and got ahold of someone who was able to change my account number from the compromised account to a new account. I then explained the situation I had just experienced to the representative, and they told me to call the Wells Fargo Fraud Department. However, this would be the final time I would attempt to contact Wells Fargo on XX/XX/XXXX on account of phone trouble I was experiencing due to a recent change of service providers. XX/XX/XXXX On Wednesday, XX/XX/XXXX, I reached out to a Wells Fargo customer service line ( XXXX ) around XXXX to try and get a better handle on the situation. I had filled my mother in on the situation and requested that she be present on phone calls to Wells Fargo because she has had recent experience navigating similar circumstances and I believed she could provide consultation. Together we proceeded to speak with a member of the Fraud Department who suggested opening a claim regarding the fraud that took place on my credit card account. However, we also spoke with someone from a separate department who suggested that I run a security check on my phone through my service provider, XXXX, before opening a claim. Because I had previously held passwords within the Notes section of my phone, they thought that it was possible that my phone was hacked in order to gain access to my online banking. So, it was recommended that I run a security check first. The next action Wells Fargo took was to close access to my online banking entirely until I ran the security check the following day. Consequently, the Wells Fargo representative gave me a number of ( XXXX ) where they said I could restore access to my account. At this point, my mother and I had been on the phone for nearly 2 hours and decided to call back tomorrow. XX/XX/XXXX On Thursday, XX/XX/XXXX, my mother and I called Wells Fargo ( XXXX ) at XXXX to restore my account after running a successful security check on my phone through XXXX XXXX We then reactivated my online banking and proceeded to set up a claim with the Fraud Department regarding my hacked credit card. We were told that an investigation would be launched and that it would take anywhere from 2-10 business days to resolve. Likewise, we were informed that any suspicious activity detected on my credit card would result in further action being taken to resolve disputes in my checking account. Finally, my credit card account ending in XXXX was closed and a new one was opened. Additionally, I ordered a new physical credit card. XX/XX/XXXX On Monday, XX/XX/XXXX, I received a call from a Wells Fargo representative ( XXXX ) at XXXX asking me for further details about my claim. He told me that some of the notes that were taken on my case were a little inconsistent and asked me for clarification on the details of what initially happened to me. After providing those details, the representative concluded that I was most likely hacked and that they would continue investigating the case. XX/XX/XXXX I received a letter from Wells Fargo informing me that I acted negligently and therefore was not eligible for a refund on my accounts. XX/XX/XXXX XXXX Went to Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX. Met with banker in-person to explain situation. He had opened a new Claim ( # XXXX ) and instructed me to call XXXX. This phone call was with a member of the resolutions department. He stated that we should make a report to FBI as well as CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I dont remember the dates I closed the wells Fargo account a couple years ago and they were constantly taking out fees from my savings and checking. I contacted about this several times. I am trying to join the Wells Fargo settlement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60103
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX XXXX Customer Service XXXX XXXX XXXX XXXX, ND XXXX Subject : Unauthorized Closure of My AccountXXXX - Alleged Discrimination Dear XXXX XXXX XXXX, I hope this letter finds you well. I am writing to express my deep concern and disappointment regarding the recent closure of my account without my consent at Wells Fargo. As a long-standing customer, I have always valued the services provided by your institution, which is why I was shocked to discover that my account was closed without any prior notification or authorization from my end. Upon reviewing the circumstances surrounding the closure of my account, I can not help but question whether I have been a victim of discrimination based on my race, gender, age. The abrupt closure without any apparent valid reason raises suspicions of potential unlawful discrimination, which is a serious violation of federal and state laws. As you may be aware, both federal and state laws prohibit discriminatory practices by financial institutions, including the unwarranted closure of accounts based on protected characteristics. The Title VII of the Civil Rights Act of 1964, the Equal Credit Opportunity Act, state anti-discrimination mandate that customers should be treated fairly and without prejudice, ensuring equal access to financial services. I firmly believe that my account closure was not based on any legitimate, non-discriminatory factors. Throughout my serval years as a loyal customer of Wells Fargo, I have diligently met all account obligations and adhered to the terms and conditions. Therefore, I can find no justifiable cause for the sudden termination of my account. I kindly request that you immediately initiate a thorough investigation into this matter, specifically focusing on any potential discriminatory practices that may have influenced the closure of my account. I urge you to review all relevant records, communications, and policies pertaining to my account to determine if there has been a violation of anti-discrimination laws. In addition, I request that my account be promptly reinstated or, alternatively, that suitable arrangements are made to ensure access to my funds without undue delay. Furthermore, I expect a comprehensive, written explanation of the investigation 's findings and an apology for any distress and inconvenience caused by the unauthorized closure of my account. Please be advised that if this matter is not resolved satisfactorily within a reasonable timeframe, I will have no choice but to explore legal remedies available to me under anti-discrimination laws. I may seek assistance from regulatory bodies and file complaints with relevant governmental agencies to address the potential violation of my rights as a customer. I trust that Wells Fargo takes allegations of discrimination seriously and will promptly address this matter in accordance with the law. As a reputable financial institution, I believe it is in your best interest to rectify any potential violations and restore the trust and confidence I once had in your institution. Thank you for your immediate attention to this matter. I anticipate receiving a response within 2 business days, outlining the steps taken to investigate and resolve the alleged discriminatory practices associated with the closure of my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30082
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: Wells Fargo Bank who is not the owner of the Dept of VA mortgage loan that they illegally foreclosed on XX/XX/XXXX, and was not working for a party that was owed a debt by me for the VA mortgage loan. Wells who has personnel that are not trained to understand the loan process and will not provide a purchase agreement, wire transfer receipt, or cancel check showing that they or XXXX XXXX purchased my mortgage loan. Wells presents the XXXX signed Assignment of Deed of Trust as if it were proof of ownership, however, it just a statement from MERS invoking the originator in XXXX XXXX XXXX ( XXXX ) who stop having a financial interest in the loan on XX/XX/XXXX, when it sold the loan to XXXX XXXX XXXX XXXX XXXXXXXX ) but violated the correspondent agreement and did not at the time of sale provide a recorded Deed of Trust ( DOT ) at the Sarpy County Register of Deeds and Assignment of DOT. XXXX who stopped having a financial interest in the loan on XX/XX/XXXX, does not have the legal ability to place a lien against the property when not being owed a debt, violates the State of Nebraska statute 76-238. When delivering the DOT on XX/XX/XXXX, to Sarpy Register, they failed to mention that the loan had been sold on XX/XX/XXXX, which would have alerted the register that XXXX was not mention them in the chain of title, plus the fact that XXXX had already use XXXX to endorse the mortgage Note in blank to XXXX XXXX when my loan was submitted and accepted into XXXX 's XXXX XXXX XXXX on XX/XX/XXXX. My loan was accepted into the XXXX XXXX illegally because it did not have title recorded with was required under the XXXX regulation. XXXX recorded the Limited Power of Attorney ( POA ) written by their President XXXX XXXX on XX/XX/XXXX, that it had not provide XXXX with the correct title information and the document was recorded on XX/XX/XXXX, after XXXX and Wells were assigning all the Fed Gov backed mortgage loans that Wells had started mortgage servicing from the XX/XX/XXXX, mortgage servicing sale. Unlike the other XXXX XXXX loans that were transferred with Assignments of DOT which were done from XX/XX/XXXX until XX/XX/XXXX, without a sale of the loans to Wells. When XXXX was declared a " failed bank '' by the FDIC it stopped existing and had not called my loan due ever, and after being shut down could not call the loan due because they stopped existing. Because XXXX could not complete the mortgage contract between myself and them, the debt stopped existing and could not be transferred as there not a seller for the debt. The debt stopped existing which is why Wells can not provide proof of a sale because one did not occur. XXXX refuses provide a bill of sale, wire confirmation or cancel check because one does not exist. Now Wells violates XXXX XXXX rules and foreclosed on the loan without purchasing the investor loan before it was foreclosed as is required for XXXX to release the loan. Wells foreclosed as the owner of the loans as the Assignment of DOT recorded on XX/XX/XXXX, list Wells as the owner of the debt, which Wells has admitted to not being the owner of the loan and is saying that XXXX XXXX was the owner of the debt, however XXXX XXXX is prohibited from buying or selling a mortgage loan and does not invest in XXXX XXXX. The accounting on the loan shows that the proceeds from the foreclosure sale went to XXXX XXXX on XX/XX/XXXX, and not some sell of a mortgage loan that had already stopped existing on XX/XX/XXXX. The VA loan is a non-recourse loan and there no action after the foreclosure to the Dept of VA borrower, so this tale of Wells purchasing the loan on XX/XX/XXXX, is just another part of the cover up Wells in involve with. There is not loan to purchase from XXXX XXXX as the property sold on XX/XX/XXXX, and there nothing to collect because the property was sold to the Dept of VA and the insurance from the XXXX XXXX XXXX is part of the foreclosure amount that is to take care of the veteran 's debt. Wells is the servicer for thousands of Dept of VA loans in their XXXX XXXX XXXX and has the duty to know that this loan was improperly enrolled into XXXX XXXX XXXX and not release according to requirements! I have requested proof of purchase in this matter as Wells refuses to provide that information which would resolve this issue, however, there is no bill of sale, wire transfer or cancel check!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30248
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am XXXX and regularly order from a food company, XXXX XXXX. Because I order daily, their drivers make excessive mistake. I filed claims with Wells Fargo claims department. They incorrectly charged my account back for XXXX XXXX errors. Then they charged me a XXXX $ overdraft fee! Then they told me my account was being closed for " excessive claims ''. These are unfair & illegal practices. Especially of withdrawal for overdraft fees per government regulations. Thank you for your attention and assistance with this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33618
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A