Date Received: 2023-12-30
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I made an online banking transfer to my other bank on XX/XX/XXXX the next day I realized that its going to be too late as I need the funds on XX/XX/XXXX not XX/XX/XXXX. I checked the online banking if there is a way to cancel this transaction like my other bank does but not thru Wells Fargo online banking. The money was already deducted to my account but it is not yet transferred on my receiving bank. I called customer service but they said once its initiated there is no longer a way to cancel it. I believe this is a violation of EFTA and Consumer protection as I no longer have access to my money but I can not cancel the transaction. Even checks there is a way to request for a stop payment because its just a presentment until it clears. I believe so as an EFT Transfer its deducted to my account but not yet received by the other bank so it sits somewhere its not even 24 hours. I have account in another bank and I have a screenshot that while its in the process I have the option to cancel the transaction but Wells Fargo online banking does not have that option. Please comment and investigate because Im sure in not the only consumer who experience this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Wells Fargo Bank repeatedly froze my personal bank account and sent me XXXX messages.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32327
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a small business in XXXX XXXX. My Wells Fargo Business account was established nearly 19 years ago. In XXXX of 2023 I noticed some unauthorized ACH withdrawals from my account. I contacted Wells Fargo via telephone. The agent informed me they would put a stop payment on the unauthorized charges. After taking a close look at the account I discovered there were a great many of these unauthorized charges and they all had the name identifier of XXXX XXXX. I thought that it must be some sort of bank error. I thought my money was safe and sound resting in my account. Wells Fargo did manage to return some of my money. There is a great deal of money they have not. Wells Fargo asked me to submit a list so they could continue their efforts to recover the money. Wells Fargo said this could take as much as 120 days. When the 120 days were up, I was contacted by Wells Fargo to let me know they needed more time. Then a few days later they sent a status letter that seems to say they determined last XXXX that I had authorized the charges and the case was now closed. I have tried to contact the Small Business Resolution Team at Wells Fargo. I was told that I needed to talk to XXXX XXXX, Senior Escalations Representative. She was unavailable but I was told she would return my call within 48 hours. She has never returned my call. After receiving the case status letter from Wells Fargo ( see attached ) I started looking for any actions I can take to recover my money. I filed a complaint with the Office of the Comptroller of the Currency. I also filed a report with the XXXX XXXX Police. And then I contacted XXXX XXXX. Key points : 1. I had no idea that my business account was vulnerable. I thought the bank was a safe place to keep my money. I thought my money was being protected by Wells Fargo. 2. I am seeking the return of {$65000.00} which was taken from my account without my authorization ( see attachment ). 3. Wells Fargo says in their status letter that I authorized the ACH charges but offers no evidence. I know I never authorized the charges so I know they are lying about this. 4. The banker from my branch, XXXX XXXX, acted as though she would help me get my money back. She has done nothing at all. She does not return my emails. She only telephones. I get the feeling she does not want there to be any record of the conversations. 5. The unauthorized charges had a name identifier attached. XXXX XXXX is the name. My money was used to pay XXXX XXXX, XXXX, XXXX and XXXX XXXX XXXX. I do not know XXXX XXXX. Wells Fargo knows this. Even after reporting the fraud, Wells Fargo let charges go through with the same name identifier. 6. I have spent a lot of time on the telephone with Wells Fargo. It is always a very frustrating experience. No matter who I speak with at Wells Fargo they always seem to be holding back information. They never provide what I would call a straight answer. Then they send a letter that provides very little information. 7. I submitted a claim to Wells Fargo on XX/XX/2023 at the bank branch office. They said it could take 120 days. Then they sent a letter saying they completed their research and the claim was rejected on XX/XX/2023. How did they deny on XX/XX/2023 when it was not even submitted until XX/XX/2023? And why did they need more than 120 days to tell me a decision that was made before I even submitted my claim? My Wells Fargo Branch Banker : XXXX XXXX XXXX Senior Premier Banker XXXX XXXX XXXX XXXX. XXXX XXXX, CA XXXX Tel : XXXX Fax : XXXX XXXX I really appreciate your kind attention to this matter. I can not afford to lose over $ XXXX. Please let me know if you need any more information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95123
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have an auto loan with Wells Fargo. The terms of the loan dictate that if I make payments in excess of the amount due, it rolls into the next payment unless I ask for it to be put towards principal. Once you are 3 months ahead on payments, the excess auto applies to principal. I have been making a little over {$30.00} more a month each month on my loan. This month, I looked at my statement and it said I was {$14.00} over due, even though my next payment isnt due until XXXX. When I called, I was informed that once you pay 90 % towards the next months payment, your due date is moved to that next month and the 10 % that isnt paid is marked overdue. This makes absolutely XXXX sense. How can a person have an overdue amount on their account and be ahead on their payments? I am concerned how this is reported to credit bureaus. In particular, this is incredibly misleading and inaccurate and penalizes customers for being ahead on payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63130
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I signed up for services that I didn't approve of like identify fraud and I was charged outrageous over draft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Requested opt out .... XX/XX/2023 Wells Fargo Card Services Subject : Opting-Out of Authorizations and Notification of Violations Under Relevant Federal Laws I, XXXX XXXX XXXX XXXX am writing to inform you of my decision to opt-out of any and all authorizations I may have given you, whether written, unwritten, verbal, or nonverbal as is my right per FCRA Section 15 USC 1681 ( b ) and 16 CFR 313.7 ( e ), ( f ), ( g ) ( 1 ). You have repeatedly provided inaccurate information as well as my non public personal information to all credit reporting agencies which has caused substantial harm to my life by these actions. I have proof of multiple violations of the protection provided to me as a consumer under several federal laws, including but not limited to : 15 USC 6801 ( a ) states It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. According to 15 USC 6809 ( 4 ) ( A ) The term nonpublic personal information means personally identifiable financial information ( I ) provided by a consumer to a financial institution ; ( ii ) resulting from any transaction with the consumer or any service performed for the consumer ; or ( iii ) otherwise obtained by the financial institution. 15 USC 1681 ( b ) requires every financial institutionshall establish appropriate standards for the financial institutions administrative, technical, and physical safeguards ( 1 ) to insure the security and confidentiality of customer records and information ; ( 2 ) to protect against any anticipated threats or hazards to the security or integrity of such records ; and ( 3 ) to protect against unauthorized access to or use of such records or information which could result in substantial harm or inconvenience to any customer. 16 CFR 313.7 ( e ) Time to comply with opt out. You must comply with a consumers opt out direction as soon as reasonably practicable after you receive it. ( f ) Continuing right to opt out. A consumer may exercise the right to opt out at any time. ( g ) Duration of consumers opt out direction. ( 1 ) A consumers direction to opt out under this section is effective until the consumer revokes it in writing or, if the consumer agrees, electronically. I exercise these rights under the aforementioned federal laws with the aim of protecting my personal information from unauthorized access, use, and sharing. I kindly request that you review all your past and current practices relating to the collection, storage, use, and sharing of my personal information to ensure compliance with the relevant statutory provisions. Failure to do so may result in the violation of federal law, which could lead to serious consequences. I expect you to promptly address any violations, including inaccuracies, and take necessary steps to rectify the situation. Furthermore, I request that you provide me with a detailed written response that outlines the actions taken to comply with the applicable laws within thirty ( 30 ) days of receiving this letter. I would like to continue receiving periodic statements by mail and any legally mandated communications regarding my account. However, any other uses or sharing of my personal financial information should cease unless explicitly authorized by me. I appreciate your immediate attention to this request and compliance with the relevant federal laws. XXXX XXXX XXXX
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: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: To whom it may concern : I first noticed fraudulent activity on my Wells Fargo accounts XX/XX/23 at roughly XXXX in the afternoon. The fraud totals {$18000.00} plus fees and interest that have accumulated since the fraudulent transactions. The fraud occurred across my checking account, savings account, and ( XXXX ) of my Wells Fargo credit cards. I immediately contacted Wells Fargo, changed all of my login information, and activated XXXX authentication. Wells Fargo closed my existing accounts and credit cards and re-opened/re-issued them. List of fraudulent activity : XXXX. {$4000.00} was moved from my saving to my checking account XX/XX/23. XXXX. {$7800.00} was taken out of my checking account via XXXX XXXX to a XXXX credit card XX/XX/23. a. I do have a XXXX credit card, but that is not my card number, I do not know whos card number it is, no one has been given my online banking login, nor have I authorized anyone to pay their credit card from my checking account. XXXX. {$4000.00} was cash advanced from one of my credit cards to my checking account XX/XX/23. XXXX. {$4200.00} was taken out of my checking account via XXXX XXXX to a XXXX credit card XX/XX/23. XXXX. {$2900.00} was taken out of my checking account via XXXX XXXX to a XXXX credit card XX/XX/23. XXXX. {$1200.00} was cash advanced from one of my credit cards to my checking account XX/XX/23. XXXX. {$1200.00} was cash advanced from one of my credit cards to my checking account XX/XX/23. XXXX. {$3600.00} was taken out of my checking account via XXXX XXXX to a XXXX credit card XX/XX/23. When I discovered and reported the fraud XX/XX/23, I was told that transaction had already gone through and couldnt be stopped. XXXX. The ( XXXX ) cash advance fees totaling {$320.00} plus the {$12.00} service fee on my saving account once my balance dropped too low brings the total theft as of XX/XX/23 to {$18000.00}. Fees and interest have continued to accrue since then. I received a letter from Wells Fargo on XX/XX/23 stating that they had completed their investigation and concluded there was no fraud. I called Wells Fargo at roughly XXXX XXXX XX/XX/23 to request their documentation. I was told by their phone agent that the XXXX XXXX matched, so there was no evidence of fraud. Later that morning, roughly XXXX XXXX, I filed a police report with XXXX XXXX XXXX of the XXXX XXXX PD. I did not receive the documentation from Wells Fargo until XX/XX/23. They claimed I didnt request the documentation on XX/XX/23 but on XX/XX/23 when I called to inquire about the status of the documentation. I sent the documentation to the XXXX XXXX and XXXX XX/XX/23. He forwarded it to XXXX XXXX XXXX. I requested the records from XXXX and received a letter XX/XX/23 that they can not currently release the records as this is an active investigation. I also called the Wells Fargo XXXX department and asked to speak to their escalations team as there was abundance evidence of fraud in Wells Fargos documentation. I was told I would have to fax or mail a letter to Wells Fargo with the new evidence. I stated that was unacceptable as the evidence was Wells Fargos evidence that had not been properly reviewed. I asked to speak to a supervisor, and I was told a manager/supervisor wasnt available but would call me back. XX/XX/23 I received an email from the Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. On XX/XX/23 I received a generic form email from the stating that they had investigated my claim and it was closed. There was no description of what my claim was nor what they had done to investigate it. I called the XXXX on XX/XX/23 and spoke with XXXX. She opened a new complaint which specifically requested someone call me back. I received a call back from the XXXX XX/XX/23 at XXXX XXXX. The agent said the XXXX couldnt help me and I would have to go back to the claims department. The agent said Wells Fargos XXXX investigation notes say that Wells Fargo investigated my claim properly. I was transferred to the claims department once again where XXXX told me a supervisor would call me back by the end of the day. After not receiving a call by XXXX XXXX, I called the claims department again. The agent said he would escalate my request to have a callback from a supervisor but there was no existing record that I was to receive a call by the end of the day. To date, XX/XX/23, I still have not received a call back. Please find below a list of the evidence of fraud in Wells Fargos documentation that Wells Fargo is ignoring in their investigation : XXXX. The first fraudulent access of my account appears to be XX/XX/23 at XXXXXXXX XXXX from XXXX, TN. a. I have not been to Tennessee nor do I know anyone in Tennessee. b. I am asleep and not online banking at XXXX XXXX in the morning. XXXX. The account then logs on XXXX more times XX/XX/23 from a new XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX, XXXXXXXX XXXX, and XXXX XXXX. a. XXXX XXXX claim that the XXXX address matches is patently false as their own records show the XXXX address changing. XXXX I have XXXX XXXX XXXX as my service provider, not XXXX XXXX XXXX. This is, again, another anomalous change ignored by Wells Fargo. c. There is one log-on earlier in the year from XXXX, XXXX XXXX is XXXX as I was in XXXX for about XXXX XXXX ) weeks for work in the spring. XXXX. Prior to XX/XX/23, Wells Fargos documentation shows a clear pattern of me logging on mostly every ( XXXX ) weeks. I login to XXXX my housekeeper every other week and this is when I conduct the majority my online banking. After XX/XX/23, my account begins logging on multiple times almost every day and at odd hours. a. Once again, I am not online banking in the wee hours of the night/early morning as Im asleep. b. From XX/XX/23 to XX/XX/23 my online login records are approximately ( XXXX ) page long. From XX/XX/23 to XX/XX/23, the online login records are approximately two and a quarter pages long. XXXX. Wells Fargos expanded details for online login activity XXXX show ( XXXX ) bill pay edit actions followed by a contact info update each day. a. My understanding is Im supposed to get a text alert whenever a new bill payee is added. This activity log suggests someone was intentionally circumventing that security measure by changing my contact information. b. Wells Fargos documentation also included detailed activity records from XX/XX/23, XX/XX/23, and XX/XX/23. The banking activity behavior shown during those ( XXXX ) legitimate logins and the XXXX logins is wildly different. XXXX. My last legitimate login before the theft began would have been XX/XX/23 to XXXX my housekeeper which is reflected in XXXX XXXX documentation. I did not detect the theft until XX/XX/23 when I logged in, exactly XXXX weeks later, to again XXXX my housekeeper. a. This suggests whoever is responsible for the theft was monitoring my online banking behavior and timed their theft accordingly. Included documents : XXXX. Wells Fargos documentation. Highlights and notes in pink are my additions. A clean version can be provided if needed. I have had to compress this file to fit within the upload limit. The uncompressed file can be provided via another means of transmission if needed. XXXX. Police report and letter from XXXX. XXXX. Checking account statement with fraudulent activity highlighted as all of the fraudulent activity minus the fees can be seen in the checking statement. The credit card and savings accounts statements can be provided if needed. Thank you for your prompt assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My Bank is the XXXX XXXX XXXX On the XXXX of XX/XX/2023 someone gained unauthorized access to my online bank account and attempted to transfer money to themselves at Well Fargo Bank. My bank sent me an alert of the pending transfer and we were able to stop it. The same individual using different address, but the same Wells Fargo Bank account hacked into all of my financial accounts along with Spoofing my Cell phone thereby intercepting the XXXX authentications that my financial accounts send out when I do online transactions. I was able so far to stop all unauthorized transactions. I also replaced my XXXX card in my Cell phone with the phone company so that it was no longer being Spoofed. My bank said I should file a complaint and talk with Wells Fargo Bank. I talked with the service rep for Fraud at Wells Fargo Bank. ( really a waste of time ). I explained what had transpired, to include the banking and personal information of the hacker. I recommended that they freeze this hackers account as he was stealing individuals ' money. While he could see the individuals account number I provided, he said he could take no action. If I had lost any money that my bank would work a dispute resolution with Wells Fargo Bank. In addition to the attached photo of the transaction the hacker name and email are ; XXXX XXXX Email XXXX. this individual switches the first and last name from transaction to transaction
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Fees or costs during the application process
Consumer Complaint: We were told we had to pay {$500.00} fee to refinance and it would be refunded to us if we were denied the refinance. Our original mortgage was with Wells Fargo and they asked us to refinance for a lower interest rate. It was on a recorded line and we have never been able to talk to that representative. His supervisor said that was not the case and she would forward it the the appropriate department to research our refund request. We never received any response from them for months. We paid our mortgage off in XX/XX/2023 and have moved since. Mortgage Property location : XXXX XXXX XXXX, XXXX, NJ XXXX Current address : XXXX XXXX XXXX XXXX XXXX, NJ XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 087XX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: applied for credit at XXXX XXXX and they ran my credit through the data base multiple times without my consent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A