Date Received: 2024-03-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX XXXX XXXX XXXX reached out to me to offer their XXXX surgery service. At first the merchant did not tell me that they are in Florida. I do not live in Florida, I live in Wisconsin. I spoke to the merchant asking if I can see any paperwork or any agreement but they forced me to pay them a deposit first for {$100.00} in order for me to receive that paperwork. I finally decided to pay them {$100.00} then afterwards I received the paperwork from them. They asked for my driver license and all of my information included my bank information, in this case I think it is debit/credit card information. After they processed the transaction, I then received the paperwork and read the cancellation policy. Reading that policy I decided to not to be part of it. Immediately I asked for a refund but at that time the merchant refused to reimburse my payment. Initially sign or not sign the agreement they will not give me the money back. Worst case scenario they forged my signature because they have my driver license and able to see my signature attached to it. I also not aware they did that and not aware that they will charge my bank on a few days later. So they scheduled me to have the procedure for XX/XX/XXXX because I paid that {$100.00} even without any agreement made. On XX/XX/XXXX I contacted them to change my appointment schedule to XX/XX/XXXX and they refuse to change unless I pay them more money. See my response says that if they refuse to refund the money then Ill contact my bank for a refund. Since there is no response from them to decide whether they will honor the refund or not then I immediately contacted them and request to return all of my money. They took the call but never gave me any response or answer or anything for a proof of cancellation. Then on XX/XX/XXXX - XX/XX/XXXX they charged me another fee for {$150.00} without my consent out of my Wells Fargo bank that they have my information with. This transaction was supposed to pay the procedure. On XX/XX/XXXX Ive made a claim with my Wells Fargo bank. After a month providing all the evidence and explain them the whole story it appears that Wells Fargo did not consider that forging a signature as a fraud so therefore they cant categorize the transaction as a fraud. Which is XXXX and ridiculous. I also contacted the merchant at the same time and asked for a refund. And the merchant is still not responding my email. Also I called them and recording the conversation at the same time. During the conversation they admitted that they will not give the proof of cancellation to me at all whatsoever. Initially they choose not to be cooperative at all. In this case Ive had so many problems dealing with Wells Fargo. Ive had so many claims with them because of unauthorized transactions. They are not so much cooperative and helpful unlike the other bank. They even lied to me that the decision is up to XXXX not them. I called XXXX and explain my situation and XXXX rep said that they got nothing to do to decide it is all coming back to the bank to decide the dispute will fall for whose favor. See the procedure cancellation policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Wells Fargo owes me big time. They continued charging my account {$12.00} per month even though I had the funds. They would acknowledge the system error but not give me a refund. I had my account for many years and was sad to close it because my goal Was longevity. They didnt seem to care. I kept my savings account open and now I see account service fees being charged although I have the funds. This just happened yesterday. Of course you cant simply dispute or email, you have to call in and wait an hour to get whats rightfully yours back. I never knew I could despise a bank from stealing from me because Im just a poor woman.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76017
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Monday, XX/XX/XXXX I received an automated phone call presumably from Wells Fargo Fraud from XXXX that there was suspected fraudulent activity on my Wells Fargo debit card. I said to the automated call to decline the purchase, and a callback number to call at XXXX. I spoke with the person who identified himself as XXXX XXXX who gave me his direct number in case we got disconnected. We spoke about the transactions, and the call dropped during the course of the conversation. I received a text message from ( XXXX ) XXXX stating This is XXXX XXXX call me back at this number. I was assured that my card had been deactivated and could follow up within 48 hours. When I called the number back on Wednesday to follow up, there was no answer at the number. A screenshot of the text was made The 2 transactions in question were both made online to XXXX XXXX, both in the exact same amount of {$2200.00} through their online services. Wells Fargo told me to try and contact the merchant, which I did. XXXX XXXX told me that they could not give me any information on the transactions without filing a police report and having the transactions subpoenaed. Wednesday, XX/XX/XXXX I called Wells Fargo customer service where I was transferred through numerous departments until I finally found someone to speak with. The person I spoke with said the information was not from Wells Fargo, including the name XXXX XXXX, and they opened claim number XXXX for fraudulent activity. The card was immediately deactivated and I was told to destroy the card. The card was put through a cross cut shredder, and then thrown in the home trash bag. I live in a rural area where we have no trash service, and all our trash is burned in a burn barrel. I was told that when the two transactions were made, the card number had been entered multiple times incorrectly before it went through. It was not a chip read, swipe, or tap and pay for the transactions which showed on my account detail that Card # entered by Customer/Merchant . The transaction dispute should be resolved within 10 days. XX/XX/XXXX Ive not heard anything from Wells Fargo. I called Customer Service ( XXXX ) for an update, and was told that the claim had been declined and should file a police report. Visa had approved the charges via ACH and that was all Wells Fargo could do as it was verified by Visa. XX/XX/XXXX A report was made ( report # XXXX ) with the XXXX XXXX Sheriffs Office. The information was taken by Deputy XXXX XXXX who came to my residence for the report. He told me the report would be available for pickup the next day. XX/XX/XXXX I picked up the police report and went to my local Wells Fargo branch at XXXX XXXX XXXX XXXX XXXX XXXX. I spoke with XXXX XXXX XXXX and went through the details. I gave him the police report. He copied it and several other pieces of documentation and sent it to the Fraud Department. He made a number of phone calls with different people and told them that I had been verified via my drivers license, and also by PIN number on my new card that I had received in the mail. Upon leaving, XXXX XXXX gave me his business card to speak to him about any issues. Monday, XX/XX/XXXX Ive not heard anything from Wells Fargo, so I called my local Wells Fargo branch at ( XXXX ) XXXX to speak with XXXX XXXX. The banks phone number led me through a number of IVR choices where no one ever answered the call. The call rolled over to Wells Fargo Customer Service. I tried a number of times, but the same thing happened. I finally talked with the main Customer Service and explained the issue, and went through a number of people, but the final decision was made that the claim had been declined and there was nothing further that could be done. Tuesday, XX/XX/XXXX I went to my local XXXX XXXX store and spoke with the store manager and explained the situation. He looked at the police report and began a search for the transactions. He said that he needed the card number that the charges had been made on ( the card that was destroyed ). I did not have the card number since it had been destroyed. He said with the card number, he could look the transactions, and determine if the purchase had been delivered to a XXXX XXXX location or to an address. He also stated that since it was charged twice for the same amount, it was possible that since the card number had been entered a number of times, their online system could have processed it twice. Wednesday, XX/XX/XXXX I received a letter from Wells Fargo Claims Assistance Center dated XX/XX/XXXX. It stated that their research concluded that the purchase was authorized and that a processing error did not occur. Please consider the claim closed. Monday. XX/XX/XXXX I went to my local Wells Fargo branch and spoke with the branch manager, XXXX XXXX. I had to go through the entire situation with him, bringing to him all the evidence that I have collected to date. I managed to get my stolen debit card number from him. He made several phone calls, and one person he spoke to told him to look up information in their XXXX (? ) system, but he could not access it. Eventually he finally came back to me saying this was all he could do. He was just a middle man. Somewhere on one of the calls, he asked if I could file an appeal to the decision. A complaint with the Wells Fargo decision was about the only next step. I am supposed to receive a complaint notification from Wells Fargo about the entire investigation both by mail and email. I visited my local XXXX XXXX store once again, and explained the information to them with the updated information I had gotten from the bank. They were not able to look up the information based on my phone number or email address. They suggested that I call their online fraud center. I called and spoke with them, and they could not find out anything about the fraudulent transactions and said that any further investigation should have been done by Wells Fargo. I can not access the information from XXXX XXXX without a subpoena from the court. Wells Fargo refuses to do anything more. Any documents including the subpoena or anything else should be sent to : XXXX XXXX Legal Dept. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called the XXXX XXXX Sheriffs Department about the report I had been given to see if there was anything more that I could do with them. The lady I spoke with said my next step should be to contact the XXXX XXXX Courthouse at XXXX. When I called and explained the situation, I was told I could file with them on a Small Claims for {$170.00}. Interestingly enough, the woman I spoke with said she had been a banker and what Wells Fargo told me that they had done all they could, she said No. They have more avenues they could pursue. If they had not contacted the merchant and gone through all the steps that I had already gone through, they havent done their job. Saturday, XX/XX/XXXX I received a letter in the mail from Wells Fargo Enterprise Complaints Management Office dated and postmarked XX/XX/XXXX. The subject was We received your concerns, and have a Wells Fargo Case Number : .It basically says they will do more research and should have a response within 10 days or if they need more time to research, they would contact me. The contact number provided is XXXX XXXX XXXX XXXX XXXX XXXX XXXX Enterprise Complaints Management Office XXXX XXXX XXXX XXXX XXXX XXXX XXXX Saturday, XX/XX/XXXX I received a secure email from XXXX. I called Wells Fargo Customer Service to verify that it was indeed sent by Wells Fargo and not a scam. They verified it as legitimate. Their investigation stood by their initial claim as denied and have closed the case. The contact information provided was : XXXX Monday Friday XXXX to XXXX XXXX. It was signed by : XXXX XXXX Escalations Representative Enterprise Complaints Management Office XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tuesday, XX/XX/XXXX Called the Wells Fargo claims number. Did you contact XXXX XXXX? Answer : No. Why did the charge of {$2200.00} that was made twice on the same day from the same merchant not trigger a red flag? Answer : A call was made to my phone with an authorization code to approve the transactions. I never received such a call. The claim is still denied. They did nothing further than what was originally done by Wells Fargo in their original decision to deny the claim. Friday, XX/XX/XXXX I received a letter in the mail dated XX/XX/XXXX, stating that Wells Fargo stands by its claim that there was no bank or merchant error. How could they know anything about the merchant without the subpoena to know about the actual transactions? I talked with several lawyers and was referred me to XXXX XXXX by a lawyer at phone number XXXX to help find the correct lawyer to represent me for the situation. The first Tuesday of each month they will give legal advice on a case. Saturday, XX/XX/XXXX I called XXXX XXXX and spoke with them about Wells Fargos decision on the claim. Wells Fargo stated that they had been in touch with the merchant ( XXXX XXXX ) and determined there was no fraud. XXXX XXXX told me that even if Wells Fargo had contacted them about the transactions, they too, like me, would have to have had a subpoena before they could disclose any information. I do not believe Wells Fargo has done their due diligence in trying to get this matter resolved. Tuesday, XX/XX/XXXX Called Wells Fargo Share your feedback number at XXXX because Your feedback matters in hopes that someone would actually read the whole case and see if they will take care of their customers the way their website says it does. Understandably, the lady did not have access to all the information, and would submit my complaint again to have someone review it. The complaint number is # XXXX No written correspondence will be available. Someone from Wells Fargo might review it again and let me know their findings. She told me that if I filed a lawsuit, it would have to be against XXXX XXXX. That makes no sense in the fact that if I did not have the funds available in my bank account, the transactions would have been declined automatically by XXXX XXXX. Somebody somewhere is not doing their job. Thursday XX/XX/XXXX I received an email from Wells Fargo Enterprise Complaints Management Office again regarding case # XXXX that they will take a look at the missing funds within 10 days. The address is XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Phone number is XXXX Tuesday, XX/XX/XXXX Spoke with an attorney at the XXXX XXXX XXXX ( XXXX ) XXXX This is a Breach of Depositor Agreement Can sue for court costs, attorneys fees, punitive damages Called Wells Fargo Complaints Management office XXXX Resolution should be by XX/XX/XXXX or earlier Updated case # XXXX Associated with case # XXXX Thursday. XX/XX/XXXX I received a text and email from my XXXX Visa credit card about a suspicious transaction and they had declined it for {$590.00}. I called them at their customer service number and we determined it was fraudulent. The card was immediately deactivated and a new one is on the way. Why could Wells Fargo not be suspicious of 2 amounts of the same amount to the same merchant on the same day? Both incidents were on XXXX. I also researched debit card information on account liability. I found a PDF document and downloaded it from the website XXXX XXXX XXXX //www.wellsfargo.comXXXX XXXX XXXX XXXX. The file name was fetch.pdf On page 16 of the document, it begins talking about Zero Liability Protection. Page 21 shows the limits of fees based on reporting activity of the transactions. Monday, XX/XX/XXXX Called Wells Fargo Complaints Management office XXXX Informed them of the Zero Liability Protection clause. Wednesday, XX/XX/XXXX Received an email from Wells Fargo denying the claim again. Tuesday, XX/XX/XXXX Spoke with the XXXX XXXX again about what type of attorney I need. It is a Contract attorney. There is also a XXXX XXXX at XXXX XXXX that can give a referral. If not, contact the XXXX XXXX and speak to a XXXX attorney who may be able to recommend someone in XXXX. The issue may be resolved by simply sending them a letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38002
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: My bank account was wrongfully closed multiple times over the past 3 years, due to an unexpected encounter with a Cyberstalker who sent me multiple photoshoped and real counterfeit checks, in which led to my bank account having to be closed and reopened 3 times. Since information was wrongfully stolen and my account overdrafted the bank made a business decision to terminate my checking and savings account. This causing hardship in my daily life. This individual called the bank pretending to be me on multiple occasions to authorize large withdrawals. The amount lost was over $ XXXX over 3 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have been hospitalized since XXXX, in and out, and I have the necessary paperwork to prove it, including my discharge paperwork. I was finally discharged at the end of XXXX. Since then, I've been staying at my girlfriend 's house. Recently, when I tried to make an online purchase, I received an error stating that I only had {$40.00} in my account. I immediately called my bank, only to discover that {$22000.00} had gone missing, and they hadn't notified me once about any transactions. Even after calling them, more transactions were being taken from my account. That was my entire savings. I am suffering from XXXX XXXX and I have to follow a very strict diet. I never authorized anyone to access my account, and today, XX/XX/2024, I received a final credit of {$300.00}. I urgently need your assistance. I have no money for rent or groceries, and I have also filed a police report. I don't understand why all my account notifications were turned off, preventing me from being notified about every transaction. I was treated with disrespect, and as a XXXX XXXXXXXX XXXX XXXX for 20 years, it's appalling to be treated in such a horrible way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91104
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have paid XXXX in overdraft fees in a month
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29072
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Today XXXX. I received a reply to my previous complaint. It is the same response that I received previously. Both times that received a call back from Wells Fargo they admit that I received the incorrect information from their representative but will do nothing to rectify the situation. I now have all the proof including bank statements that prove that I sent in the payments that I was told to by the representative and later on because I declined a modification which they offered which would have extend the loan to 40 years ( I was more than half way through a 30 year ) they maliciously put my home in foreclosure. My records show that in 2019 I sent in numerous payments more than what my total annual payment would have been some of the payments were applied and some were returned to my bank because they wanted to start foreclosure proceedings. I am aware that millions were paid to some customers but I was not included and this shows that there are a lot more customer that did not get the compensation that they deserved. The authorities need to get involved in Wells Fargo deceptive practices
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/year>, I called Wells Fargo to inquire about the Reference Numbers for the compensation payments linked to them illegally enrolling me in Identity Theft ( XXXX ) products. The agent I was transferred to ( XXXX ) refused to research my account to give me the reference numbers so I could fax my Mediation paperwork. The previous agent that transferred me had given her the 3 reference numbers that I needed. XXXX ended up telling me that she accidentally deleted the reference numbers and that there was no way for her to find them again. We argued a total of 20 minutes before I decided to simply hang up with the disgruntled employee. Refusing to provide critical information to customers is further evidence of how dishonest and unethical Wells Fargo is. What is even more amazing to me, if that I called back a few minutes later and spoke with a Tier 1 rep, named XXXX, that waa able to give me the missing reference numbers within about 30 seconds. Why did XXXX refuse to do something that she is legally obligated to do? XXXX actually told me that because I misplaced my reference numbers, I was XXXX out of luck for trying to get any form of compensation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX : app told me that I had suspicious transactions for {$480.00}. I immediately looked on wellsfargo.com and saw two fraudulent transactions - one for {$480.00} authorized on XX/XX/XXXX for XXXX XXXX XXXX XXXX XXXX XXXX and another for {$50.00} for a shipping or moving company. I immediately called the bank to file a claim and cancel my debit card. XX/XX/XXXX : XXXX XXXX for XXXX # XXXX for both amounts. I don't know the exact dates when I first contacted the bank but here 's what I have : XX/XX/XXXX : Got a letter from Wells Fargo saying that they researched the {$480.00} transaction and found that it was authorized. XX/XX/XXXX : called the bank to get information- was told the company name ( XXXX ) and phone # to contact them ( XXXX ). XX/XX/XXXX : called XXXX company two times and each time someone put me through to a voicemail ( left 1 voicemail ). Called third time and the person said to file a claim online through XXXX XXXX -- > claims -- > replacement parts. I didn't do this because I couldn't fill out information for something I didn't buy, and it didn't make sense to do that. XX/XX/XXXX : provisional claim reversed - charged {$480.00} again ( didn't see this until XXXX ). XX/XX/XXXX : called Wells Fargo again, and got information about the buyer/person who stole the card. They said that the reason it was authorized was because they had my billing address. The person told me the shipping address was different ( I looked it up and it's an apartment complex not far from me ) and a different email address ( didn't give me this ). Said they would reopen the claim. XX/XX/XXXX : called XXXX company again and same thing happened as previously, left another voicemail. XXXX : checked claims and noticed it wasn't reopened. called bank again and they said they can't refile a claim once it's closed. Said I needed to contact the company and file a claim there. I told them I tried and couldn't get through to anyone. They said they'd file a complaint with the bank and wait to hear 10 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91711
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: Was trying to invest money with a company that turned out to be a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A