Date Received: 2024-01-11
Issue: Other transaction problem
Subissue:
Consumer Complaint: On two recent occasions, US Dollar payments that we sent to a UK vendor were converted to Sterling even though our instructions were to send US Dollars. These payments were made to our vendor 's US Dollar account at their local bank so the Sterling could not be received. By the time it was converted to USD, our vendor lost several hundred dollars in fees and/or XXXX losses. Our account is with XXXX XXXX in XXXX XXXX, NJ. They say that the conversion was done without their instructions by Wells Fargo, who is their default intermediary bank for international wire transfers. XXXX has now put our company on a " Do Not Convert '' list with Wells Fargo. They have also told me that our banking covenants may allow them ( or their agents ) to convert the currency of international payments. This does not seem proper to me. Finally, I suspect that Wells benefited from this conversion in two ways. First, it may have been intended to help them remedy an unwanted long position in Sterling. Secondly, I suspect that they were the beneficiary of the extra costs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Called Wells Fargo regarding my mortgage payment. Due to covid hardship asked to skip one payment which would be deferred to end of loan which they offered in the past. Wells Fargo stated no longer offer that option but referred me to XXXX XXXX XXXX XXXX for XXXX XXXX XXXX for help. Once enrolled and approved Wells Fargo was told the payments would be received for 6 months bu the Government agency providing this program. No negative credit reporting was stated by rep at Wells Fargo due to enrollment in program and was notified first payment would take up to XXXX weeks to receive thru the referred program. Wells Fargo reported me 3 months late causing me harm, not being able to get any other loan due to this late reporting. When enrolled in a government hardship program due to covid, which is suppose to help individuals impacted by this illness, the lending institution should be required not to report the person late since they will be receiving the funds and the consumer made every effort during communication to pay their mortgage. Wells Fargo has a history of bad business practices and fraud and has been fined millions of dollars and still they are harming their customers, especially when enrolled in government programs to help the consumer. There should be government regulations that should prevent this type of harmful actions when participating in programs to help consumers due to XXXX. Wells Fargo also did not report positive payments received from the program to the credit reports to show payments were made up to date. I had to call and open a complaint with the credit company to update the information. Wells Fargo knowingly hurt my credit so I could not change lenders and get other loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX a person named XXXX claiming to be a Wells Fargo agent contacted me from a the Wells Fargo phone number. They verified me with the same 6 digit verification code system as Wells Fargo uses. I then asked them to provide proof they were actually Wells Fargo and they provided me my account balances and most recent activity on the account like past employee interactions. They then asked to verify a wire transfer that was initiated on the business account that I confirmed as being fraudulent. This is also a normal Well Fargo procedure. Once I confirmed the Transfer should not be initiated the person informed me that they would put a hold on the account, and we would file a stop transfer by filling out a contact card on the online wire transfer service in the name of the case manager for the fraud case. I filed the card but did not initiate any transfer and confirmed no money would be removed from the account. I also checked the account balances through the online banking. At this point the representative told me they would be opening a new account to transfer the money into to change the account number so that the person would not be able to access the account anymore. The new account was then reflected in my online banking. As soon as this happened my accounts locked at XXXX XXXX XXXX XXXX eastern time. At this point all money was still in the account but my online banking was shut down. The customer service person then told me that they would need to do an investigation and they would call me back the next day between XXXX XXXX. At this point I received 4 emails from Wells Fargo one saying my contact preference had been changed, one saying my accounts were locked, one saying there had been an attempted wire transfer and one with a case ID number which is exactly what I was told would happen. The next day I did not receive a call since I assumed my online banking would still be locked and I wouldn't be able to check anything I called Wells Fargo to see what was going on. At this point they told me that my accounts had all been unlocked and that the XXXX dollars had been transferred and that the notes they had on file for the interaction did not match my recollection of the events. I then tried to log into my online banking and found it to be unlocked and the money to be gone. I then asked to speak to a manager who told me that the accounts should have never been unlocked and it appeared that someone had hacked my account. I was then put in touch with a different person who was supposed to initiate a recall on the money and started a fraud case on the incident. I was then told that they would make a decision in 10 days. After 8 days they contacted me to tell me that the case would be considered a scam and that they would not refund the money. I pointed out that they were the ones that locked and then unlocked the account without my permission and allowed the transfer to happen which they confirmed did happen. After I pointed this out they said they would escalate the case and contact me later. They then sent me an escalation case number who I called which I contacted they then informed me that this was the wrong department and that I would need another number.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Disappointed in card practices. This is 2nd time Dillards has done this. 1st time I had fraudulent charges and closed the account. Then, I was caring for my mother in Kentucky who I just put in a XXXX XXXX and bought her new sweaters and opened up a new account with Dillards since I will be up there more.. I set up the payment on XX/XX/ with my bank XXXX XXXX with a due date of XX/XX/. Dillards claims it was not received until XX/XX/23. My banks and documents I sent show Dillards recd it on XX/XX/ not XXXX like they said. They are liars and will do anything to charge a fee. I paid it in fear they will just keep adding fees even if I challenge it and requested the account be closed. Now they will not close the account or place in writing they will. My payment confirmation # is XXXX. This is horrible way to treat customers and I expect my money reimbursed because XXXX said I had to pay it then make complaint but they will not close the account. I dont know what to do but someone should know this is the treatment people get with this entity. Its sad cause Dillards is one of my favorite stores.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35216
Submitted Via: Web
Date Sent: 2024-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I don't even know what company I work for my wife has been appointed to control all my bank accounts, bills, pawn shops titles without my consent and I can't stop her from using my personal information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Problem with customer service
Subissue:
Consumer Complaint: Im extremely appalled at the treatment and run around Ive received from Wells Fargo, and Im now filing a formal complaint. It is my hope that this complaint will move the needle regarding my issue, and I will receive the compensation that Im owed. In the beginning of XX/XX/XXXX, I received a letter from Wells Fargo addressed to my mom. Apparently, my mom purchased a Wells Fargo Credit Defense product and was eligible for compensation in the amount of {$290.00}. Unfortunately, my mom passed in the spring of XXXX and Im her XXXX XXXX since my dad also passed a few years before my mom. Before my moms passing, I did contact Wells Fargo and provided the banker at the XXXX XXXX all the pertinent documents regarding Power of Attorney, Estate and Trust documentation for my mom. This process took two days and the banker assured me that Wells Fargo had all the documentation they needed. When I received the check in XX/XX/XXXX, I called Wells Fargo dept referenced on the letter ( XXXX ) and spoke with a rep about this matter. I asked him why a check was issued in my moms name, when I had already informed Wells Fargo of her passing in XXXX He was apologetic, but said that since Wells Fargo had the necessary documentation, all I would have to do was bring a copy of my moms death certificate to any Wells Fargo, along with my ID, and the check would be cashed. A few days later, I went to my local branch with the documentation and explained the situation to the teller. The teller said she would have to verify this process with her branch manager before cashing the check. She later came back and said I would have to sit down with a banker to cash the check. So, I made an appointment with XXXX XXXX for XX/XX/XXXX at XXXX XXXX. I showed up for my appointment and was instructed to wait for XXXX. After waiting 15 minutes, I had another banker approach me asking if I had an appointment. I confirmed that I had a XXXX XXXX appointment and the other banker asked me to wait since my banker was running late. At XXXX XXXX, my banker still hadnt called me and I was getting very upset that my time was not being valued. A different banker approached me and apologized, and again asked me to wait. At this point, I was ready to leave but at XXXX XXXX XXXX approached me and asked me to her office. She apologized for the lateness and said she had no knowledge of my appointment with her! XXXX stated she thought she had at least an hour break from her last client, and literally was just sitting in her office while I waited for 30 minutes. So this already upset me greatly. I sat down with XXXX and explained that my mom was deceased, Im her sole survivor and executor, and Wells Fargo customer service stated I needed to meet with her to cash this check. I gave XXXX a copy of the death certificate, my ID and secondary form of ID. I also told her I have my moms legal documents if she required this documentation. However, this information was taken and copied, ad-nauseam, before her passing. So all this information is already in Wells Fargos system. XXXX called the number on the letter asking them what else was needed to negotiate the check. The rep she spoke with instructed XXXX to make a copy of the death certificate, my identification, and that Wells Fargo would issue a check in my name in 20 days. XXXX asked me to surrender the check issued to my mom, and I was reluctant, but I did give it to her. I did ask XXXX to make a photocopy of the check before she destroyed it, so I would have it for me records. I told XXXX that I was worried Wells Fargo would not come through and they would bait and switch me. XXXX assured me that this would not happen, and if any issues arise, I could call her directly. Well unfortunately Wells Fargo did not come through as I was assured. I returned from out of town for the holidays on XXXX, and received a letter from Wells Fargo. I thought it was the check issued in my name, but I noticed the document was again addressed to my mom. When I opened the letter it stated that now Wells Fargo needed my name as it should appear on the check, Payee Name Change documentation and Power of Attorney. This infuriated me as : A ) Power of Attorney is not required AFTER someone dies, and B ) Ive already provided this documentation to Wells Fargo in XXXX I called XXXX and discussed this issue with her, and XXXX asked me to come in on XX/XX/XXXX at XXXX XXXX with the letter and documentation. XXXX said she would help me and fix this issue at my next appointment. Today, XXXX, I showed up for my appointment and XXXX wasnt even in the office. So again, she has continually failed and disappointed me with a very simple matter. I was greeted by XXXX XXXX, who said he would be able to assist me. I explained the situation to XXXX and gave her the letter I received, along with my ID. I also brought Power of Attorney, all my moms Estate, Trust and Will documentation. XXXX called the number on the letter ( XXXX ) and was eventually transferred to XXXX ( # XXXX ) in the Product Remediation Dept. After a brief conversation, XXXX asked to speak to me. As to why, I was puzzled, but I spoke with her and verified my information. XXXX said she would need to pull up my moms death certificate in order to facilitate this process. After being on hold for 5 minutes, XXXX stated she was unable to pull up the death certificate. I told her this was unacceptable because I provided Wells Fargo with the death certificate. While on hold with XXXX, XXXX was able to pull up the death certificate, print it, and provide the copy in front of me while I was in the branch. So I instructed XXXX to work with XXXX so she can obtain the death certificate. Apparently XXXX couldn't do that, as she stated her resolution team would have to pull that document. I asked how long this process would take, and XXXX couldnt give me a basic time frame. I asked XXXX since XXXX has a copy of the death certificate, which was validated by her branch XXXX, could I have her reissue the check, especially since I already came in with the required documentation stated on the letter. XXXX told me I can not work with XXXX, and she has to facilitate this process. Yet she can not give me a time frame on how long this would take. This response is unacceptable! I reiterated that this whole process Ive been put through to cash a check less than {$300.00} was egregious. Having to rehash my moms death, bring in documentation that has already been captured since XXXX only to have every Wells Fargo representative tell me something completely different at each interaction shows nothing but gross incompetence. XXXX said I could speak to the Escalation Team about this issue and asked me to hold while she gets a hold of them. She came back on the line and said the wait time was over 30 minutes to speak to this department. This is when I was fed up with her and Wells Fargo overall. I told XXXX that I will now file formal complaints regarding this issue. I told her this is unfair and criminal to give me the run around for over a month regarding cashing my moms check. Ive done everything that was asked of me by this institution since XXXX, and most recently up until XXXX XXXX I see no need to provide documentation such as Power of Attorney, when Ive already done this and my mom has already passed. This document is no longer applicable since she has not passed. It's more than sufficient for me to show up with her death certificate, her Estate and Trust showing that Im sole surviving heir, and her only executor in order to cash this check. Im now filing formal complaints across the board since Wells Fargo will not allow me to cash my moms check and refuse to show good faith efforts to assist me. These moves feel calculated and discriminatory. With the exception of XXXX XXXX at the branch today, no one else at Wells Fargo has even bothered to provide me with a clear timeline to get this resolved, nor act as though they care how draining this process has been for me. I lost both parents to XXXX XXXX, and I left my career to care for my mom full time while putting my life on hold for several years. This took a financial and emotional toll on my well being, and I was caring for my mom until her last breath. I was even with her as she took her last breath. This was extremely traumatic, my life has never been the same, and I have no other family to help me get through this difficult time. Each time I have to show her death certificate, her estate documents, etc., this triggers my trauma of losing her. I am urging Wells Fargo to do the right thing and reissue the check in my name, so I can cash it and move forward. Again, Ive provided all the necessary documentation asked of me, and Im angry that Wells Fargo keeps asking for the same documentation repeatedly, and yet they can not pull up these documents in their system. This shows how unorganized this organization is, and this issue needs to now be investigated formally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Hi. there! Thank you so much for setting this window for us to tell our complaints! " XXXX XXXX is a partner of Wells Fargo, and it's credit card, but it also has the " make rent payment '' feature, which could earn reward points, and the rewards will be automatically adopted in your next rent payment. " This is the most reason attracts me to use it make my rent payment. On XXXX XXXX XXXX, I uses my XXXX XXXX XXXX to make my apartment payment. At the same day after I submitted the payment, an email from XXXX shows the payment was made successfully, and later on in the XXXX app, the payment history also shows everything in normal, and {$40.00} points was also adopted automatically in this payment. Based on this, I thought everything should be fine at this time. The reason I was so cautious on this because there is a bad experience with them before, on XX/XX/2023, the credit card had failed on me once, and it caused me lose {$50.00} inconvenience fee in the leasing office. Since the failed payment was informed to me in time so that I was only charged {$50.00} by the leasing office. However, at this time, it failed me again until 4 days later, the leasing office people come over hand me a delay fee plus inconvenience fee, which was total {$170.00} like. Ridiculously, I didn't receive any email to inform me about the failed payment before leasing office came over. After the same thing happened twice on me with the same stupid credit card, I now really can not pretend nothing happen, and I can not losing money for this kind of stupid thing again. So far, I already talked with them over 12 times on the phone, but they denied my reimbursement request, and their excuse is that I didn't turn on the key button while using it to make rent payment. The question is where is the key button, and why do we need to set a button for making a payment? I don't even know this feature before. if it has, then they should turn it on when the first payment failed on XXXX, how come they let it in off status until the second payment failed again? Plus, if the button is off, and why their API system didn't email me at the same day to avoid the unnecessary loss happen? Overall, the XXXX company has a lot of issues. By the way, the interest rate they charge also way higher than other credit card companies.
Company Response:
State: TX
Zip: 75075
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: In progress
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This company states that they are arbitrator of XXXX XXXX. They state that I opened this payday loan on a bank account in my name. I do not know an information about this. This law group is using abusive and taunting tactics to exploit. I have asked several time to put all of this in writing. Apparently with their arbitrator this is in active court but can not or will not provide further information. I donor have knowledge of this and I am asking for proof of their claim or STOP CALLING and Provoking me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77066
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: As a XXXX XXXX XXXX, my business accounts were with XXXX before the merger with Wells Fargo. After 15 years with this bank, On XX/XX/XXXX, I received a notice from Wells Fargo advising we can no longer use a XXXX XXXX XXXX our mailing address and require a physical address. This is highly unlikely as many businesses utilize XXXX for mailing purposes. We compiled, called Wells Fargo customer service on XX/XX/XXXX, spoke to a rep and updated the mailing address with a physical address. The address was updated on the account effective XX/XX/XXXX. On XX/XX/XXXX, I checked my Wells Fargo business account to discover Wells Fargo closed the account due to " Physical Address required. '' I called immediately to dispute that fact as the last statement reflected the physical address. We were told, we needed to enter a branch to show the proof of address change ( This was never relayed in the letter or prior communications ). Nevertheless, I took a copy of my XXXX XXXX XXXX XXXX 's license which reflected the same physical address to the branch and was told that the account was closed, a check mailed to me ( the same mailing address in which they are questioning ) and can not be re-open. I have a genuine issue as this account is our primary business account utilized for direct deposit and payrolls. The inconvenience of opening a new account elsewhere potentially will cause the business undue fees and expenses. Please review the business practices of Wells Fargo and the impact on small businesses these unethical action causes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21207
Submitted Via: Web
Date Sent: 2024-01-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-10
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: Dear Wells Fargo : I am writing this letter to dispute a charge to my Wells Fargo Visa card # XXXX. I have not had enduring success disputing with your customer service assistants on the telephone. The timeline of this dispute is as follows : XX/XX/XXXX I purchased a ticket for a XXXX XXXX XXXX XXXX to XXXX using my Wells Fargo XXXX XXXX card # XXXX XXXX XXXX. The charge was {$88.00} This charge appeared on my XX/XX/XXXX statement. XX/XX/XXXX I paid the full balance of my XX/XX/XXXX statement, using a {$25.00} cash-back redemption and a {$260.00} cash transfer. XX/XX/XXXX Wells Fargo transferred all its account servicing from Propel XXXX accounts to new XXXX XXXX XXXX credit card accounts. My first account statement dated XX/XX/XXXX from XXXX reflects that my previous account balance was paid in full. XX/XX/XXXX My new XXXX statement balance was {$170.00}. This was paid in full XX/XX/XXXX. XX/XX/XXXX My XXXX statement XX/XX/XXXX had on it another charge of {$88.00} for the same XXXX XXXX flight that I took in XXXX, even though this charge had already been paid on XX/XX/XXXX. XX/XX/XXXX I disputed this charge, noting it was an obvious double-billing for the same service. I spoke with XXXX different assistants in XXXX different departments, and we agreed that this was an error in billing caused by the XXXX changeover. These conversations took more than an hour combined.The customer service assistants agreed, and a dispute ref # XXXX was put in the computer system, and a {$88.00} credit was issued to my account XX/XX/XXXX to rectify the error. XX/XX/XXXX statement was paid in full. XX/XX/XXXX statement had a credit balance. XX/XX/XXXX XXXX statement reinstated the {$88.00} charge, and this appears on my XX/XX/XXXX statement. XX/XX/XXXX I called customer service again, disputing the reinstated charge. The assistants said they would temporarily credit back the additional {$88.00}. XX/XX/XXXX I called customer service again, as I did not see the credit applied to my account. No progress. XX/XX/XXXX I called customer service again, as again I did not see the credit applied to my account. I was told that the refund would be reissued. I stopped using this credit card. XX/XX/XXXX statement had no refund reissued. XX/XX/XXXX I spoke with customer service assistants again. I am told that they can no longer act on this dispute, because too much time has passed from the time of the disputed charge. They can not reopen it. Apparently, I am still obliged to pay the {$88.00} a second time. Despite the courteous conversations I had with numerous customer service assistants over the course of XXXX months, the computer algorithms at Wells Fargo insist on double-billing me for the airline flight. I am left with a decision between paying twice for a charge, or being permanently in debt to Wells Fargo. I am hoping that this letter will move you to refund the second charge for {$88.00} that is still outstanding in my account. Thank you. XXXX XXXX cc : CFPB
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2024-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A