Date Received: 2023-12-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: IN XXXX WAS IN ACCIDENT COULDNT WORK TRYED REFINANCING W/ WEL FARGO HAD EVERY EXCUSE IN BOOK HIRED A LAWYER TO HELP STAY IN HOUSE IN XXXX BANK FORCLOSED ON HOUSE. NOW 11 YEARS LATER I AM RECEIVING A CHECK FROM WELS FARO AND A LETTER STATING THAT WHEN I WAS TRYING TO REFINANCE MY HOME A ERROR ACCURED AS A REULT THEY SENT ME A XXXX. XXXX. THE XXXX DOLLERS IS A SLAP IN MY FACE FOR ALL I HAVE BEEN THREW LOOSING MY HOUSE OF 20 YEARS
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32927
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023, I used my Wells Fargo debit card to retrieve {$200.00} from an ATM issued by XXXX XXXX XXXX ( who also need to be investigated ). The ATM is located at a XXXX XXXX in XXXX, NJ. My transaction was approved, and I was charged an additional {$2.00}, for a total of {$200.00}. After the approval, the machine shutdown and the dispensing process never begun. I immediately requested help from the two workers in the store. The woman inside powered the ATM back on, and once it was booted up there was an out of service message and an error code on the screen. This was at XXXXXXXX XXXX and I have time-stamped photo proof of all of this. The woman then proceeded to call her son who owns the store, and he advised that I call the number at the bottom of the ATM and report my issue to XXXX XXXX ( XXXX ). I returned to the store two hours later ( I have more time-stamped evidence ) and the error message was still there and no money was ever dispensed. I called XXXX XXXX and after answering their automated number prompts, I was immediately forwarded to the claims department at Wells Fargo and told them every detail. The bank credited my account about two days later. Fast forward two months later in XXXX, and I am notified that my claim was denied and the funds were taken back from me. The claims department says that the ATM issuer ( XXXX XXXX ) provided them with sufficient evidence which was a transaction log and they said they had no evidence of a jam ( which I never said was my issue ). I plead with Wells Fargo multiple times to please understand that the money NEVER left the machine or touched my hands. My transactions on my account even reflect that I had to go to another ATM a few doors down to requests another {$200.00} because I needed the cash for an appointment. I even have message proof of when I asked my nail technician if she could possibly accept XXXX instead because the first ATM took my money. Wells Fargo refuses to do any further investigation on my behalf even though I am telling them the evidence sent to them was not sufficient. My next step was to file a XXXX claim against XXXX XXXX, which was submitted on XX/XX/2023. They responded to my claim on XX/XX/2023 and just said they sent it to the department who deals with that stuff and that the XXXX may I have caused a delay. I was then contacted by phone from a gentleman from the company. I explained my situation and how the transaction logs they provided my bank were not sufficient because they just prove a transaction was approved, but not that the money physically came out. Someone was either supposed to audit the machine to see that the money was still there and/or check some sort of surveillance footage whether it was from the machine itself ( which they don't provide ) or the store where the incident happened. He let me know he understood exactly what I was saying and that he would look further into it and I never heard from him again. Unfortunately, there was no direct phone line for their dispute department issued to me. Now, as of yesterday XX/XX/2023 I was back on the phone with Wells Fargo letting them know that I was basically robbed and begging them to please look back into my case. I asked would I need some type of video proof and I was told if I was able to provide some type of surveillance, they might CONSIDER re-opening my claim. So, I returned to the store and was greeted by the same two older people ( the parents of the owner ) who remembered me and could back up everything I've been saying for the past THREE months. I asked the woman to please call her son like she did the last time because she didn't understand XXXX well, and since he was the owner, he would be able to assist me further. Once she called her son and I explained how the issue was still ongoing and I was in need of surveillance footage, he physically came to the store to check if the footage was still viewable. Unfortunately, since the first incident occurred a few days shy of three months, the footage was no longer available. My last plea to the owner was for him to call the number on the ATM and report my issue and this is when I finally received the answers I was looking for. We spoke to a man named XXXX in tech support, and after asking me my debit card number he was able to see my transaction. He was also able to see that the balance of the ATM went down {$200.00}, WENT OFFLINE FOR SOME TIME, and then the balance of the ATM goes BACK UP {$200.00}. This proves the point I've been trying to make since day one that the funds never left the machine! This frustrated me because if he was able to see this information, why did the company withhold it from my bank? If they would have submitted this evidence my claim should have never been denied. I asked XXXX if there was any way for him to send me proof of that, which he said he was unable to do. I also requested if he could possibly resend it to my bank or talk to them on a conference call. XXXX from tech support let me know that all he could do was escalate it to the dispute department, who at this point I am very skeptical of. However, I was grateful that he could see that information, and I just left a call-back number. Today, XX/XX/2023, I called Wells Fargo AGAIN letting them know that the same company who provided them with evidence that goes against my claim has contradictory evidence that SUPPORTS ME. All claims associates just keep re-iterating that the decision is final no matter how many times I try to tell them that XXXX XXXX has evidence that the balance of the machine matches my story. They're telling me I need to take it up with the ATM issuer but neither of them are helping and I'm still out of {$200.00} plus Wells Fargo fees. Please help me, I feel hopeless and taken advantage of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07305
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
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: Previous complaint XXXX XXXX XX/XX/XXXX I had a flight from XXXX and XXXX during XXXX XXXX. It was booked using my spouse 's credit card ( Wells Fargo CC ) during XX/XX/XXXX. It was booked on XXXX XXXXXXXX already took the entire money and charged for baggage. Due to XXXX XXXX, one of the leg of flight was changed to XXXX. Our baggage were checked-in for the entire journey but still XXXX charged us for the bags in XXXX. It was me and my kids flying. We were charged more than {$800.00} for this on XXXX XX/XX/XXXX in XXXX. Made several complaints to XXXX and XXXX for the refund. Once the originating airlines charge for the baggage - in between airlines never charge for it. Later I opened a dispute with Wells Fargo bank and uploaded all the documents - explanation and all the documents. Still Wells Fargo is doing back and forth emails and calls and haven't initiated the dispute with XXXX or XXXX XXXX. wells Fargo is just too big and unorganized and inefficient. Left hand doesn't know what right hand is doing. Very poor hiring standards. Today I talked to Wells Fargo supervisor XXXX employee id # XXXX about the same. Dispute IDs : XXXX and XXXX I see that Wells Fargo is able to resolve only one such transaction but not both of them. There are two transactions in dispute with XXXX, {$380.00} each. On XXXX XX/XX/XXXX- did a permanent credit but it should be two credits of {$380.00} each. Wells Fargo please don't keep on calling. Everything is mentioned in this complaint - you need to read it and follow it - I can not keep on spoon feeding you. Overall Wells Fargo has some real low standards in terms of hiring - that even simple english stuff they don't get it and keep on buying time in unnecessary follow ups.
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: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: In XXXX, Wells Fargo induced us into mortgage default with the promise of a loan modification. They told us we had to be 90 days late in order to qualify for the modification, then they initiated a foreclosure prior to us being 90 days late. The foreclosure case drug out for XXXX years... we fought for years without an attorney and eventually won on appeal. After the appeal, we hired an attorney for return circuit court due to being worn down after years of battling with Wells Fargo and their legal teams. Now all these years later, today XX/XX/XXXX, we received a check for {$200.00} ( which will NOT be cashed ) for our wrongful modification and wrongful foreclosure along with an apology for any inconvenience their behavior may have caused. During all the time from when we wrongfully lost our home in XXXX, until now, we have not been contacted by Wells Fargo ( nor anyone else ) to be notified we could be part of a class action lawsuit and entitled to a settlement. A quick internet search indicates all affected mortgage claimants should be receiving around {$24000.00}, so it appears Well Fargo is still up to their old tricks... deception, theft and abuse of the consumer at every possible chance! They should be closed down permanently!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 41051
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX I went to Wells Fargo to do a wire transfer of {$36000.00} to my XXXX XXXX XXXX account. The wire transfer was completed and 5 minutes later I after I left I got a call saying that I needed to come back because the rep forgot to include my account number the money was going to. I came back and they amended the transfer. Monday comes around and the money is still nowhere to be found and not in my XXXX XXXX XXXX account. I call Wells Fargo Monday XX/XX/XXXX and they say the money was sent. XX/XX/XXXX I check my account and there is still no money. So I call XXXX XXXX to see if they can see the incoming wire transfer, they see it and tell me that the account number was missing, routing number in the wrong spot, no beneficiary except the banks name so they rejected it and sent it back to Wells Fargo. Wells Fargo calls and tells me there is an error and that I need to come back in to redo the wire. So I come back in only for them to tell me we cant redo the wire until the money is put back in my account. They call in to escalate and they are told it wont be in my account before Friday but roughly gave me no time frame. I leave angrily and go to another branch to get confirmation and they did their best to help but ultimately I still left with little to no answers other than just to wait. So my money is currently sitting in limbo with Wells Fargo even though I got confirmation that the wire was sent back. All of this mind you while I have to make a large payment in the account my money was going to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ND
Zip: 58104
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Other features, terms, or problems
Subissue: Credit card company forcing arbitration
Consumer Complaint: Consumer Financial Protection Bureau XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Subject : Complaint Against Wells Fargo Bank Regarding Credit Limit Reduction Dear Consumer Financial Protection Bureau, I hope this letter finds you well. I am writing to file a formal complaint against Wells Fargo Bank concerning a recent decision to lower the credit limit on my credit card account without what I believe to be a reasonable justification. On XX/XX/XXXX, I received a notification from Wells Fargo stating that my credit limit on the account ending in [ last four digits of your account number ] was reduced from {$16000.00} to {$9100.00}. I am deeply concerned about this decision as I have always maintained my account in good standing, never missing a payment, and adhering to the terms and conditions of my credit agreement. The stated reason for this credit limit reduction was provided as " payments too low. '' However, I find this explanation puzzling, as I have consistently met and exceeded the minimum monthly payments required by Wells Fargo. Furthermore, my financial responsibility has been evidenced by the fact that I am diligently paying down the balance within the 0 % interest period, which is set to expire in XX/XX/XXXX. The reduction in my credit limit is particularly distressing given that I am still within the promotional 0 % interest period for purchases until XX/XX/XXXX. This decision places an unnecessary financial burden on me, affecting my credit utilization ratio negatively and potentially impacting my credit score. As a conscientious and responsible cardholder, I find it disheartening that a decision based on " payments too low '' would be applied without a clear and comprehensible explanation. I kindly request that the Consumer Financial Protection Bureau investigates this matter thoroughly and urges Wells Fargo to reconsider and rectify the decision to lower my credit limit. I believe that this action is not only unwarranted but also has the potential to adversely impact my creditworthiness and financial well-being. I appreciate your prompt attention to this matter and look forward to a resolution that ensures fair and transparent banking practices. Thank you for your assistance in this regard. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94598
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: On Monday XX/XX/XXXX, I called Wells Fargo Home Mortgage and informed them that I was working on getting the funds for my XXXX mortgage payment. My home preservation specialist XXXX XXXX said I need to get the funds in my bank account today, because the payment would be presented today. The funds were deposited into my checking account at XXXX XXXX. This in fact covered my payment. On Tuesday XX/XX/XXXX, I saw the payment was posted. At around XXXX, I received an alert that the mortgage payment was reversed. I called the bank and was told that it was not the bank that reversed the payment, but it was WF Home Mortgage that reversed the payment. I reached out to the mortgage company and was told that the representative contacted the cash department with WF Home Mortgage. She was informed that the payment was insufficient, and the mortgage company reversed the payment. I then called the bank and received a customer advocacy specialist XXXX that confirmed the bank posted the transaction and the mortgage company reversed the payment. This reversal will cause me to break my trial modification plan. The mortgage representative said that someone on their side looked into my account to verify funds and saw I was hit an OVERDRAFT FEE, not a NONSUFFICIENT FUNDS FEE and decided to have my payment reversed. This is unethical, because I have not authorized anyone from the mortgage company to look into my Wells Fargo Bank account. I would like this looked into and I will be filling a complaint because these practices are unethical and dangerous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Credit card/new account BILT by Wells Fargo opened at the beginning of the year. I was able to use it properly for the firs 2-3 months. From XX/XX/XXXX until probably XXXX of XXXX Then my access to online account was banned. After several attempts and different departments getting involved they failed to resolve the issue until last month. A total of 8 months without having access to manage my own account. I did not know my balance nor all the fees they were adding monthly since I had a balance pending ( did not know exactly as they blocked my access and couldnt explain why bilt by Wells Fargo bank ) not only they charged me several late fees and interest but this has impacted my credit score severely. I am more than willing to make a payment for the actual balance prior to them blocking my account for reasons that they couldnt even explained until a month they reached out saying my account is now active to continue using. But I am now left with a bad credit report, a lower credit score and interest fees that I do not should be liable for. I have emails to proof that they were communicating and trying to resolved the matter that was out of my control and it was on their end.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: First, let me start by saying your sign-up requirements are extreme. You require at least 12 characters which entirely too lengthy, plus you then on top of that ( which by the way there was no information about these requirements in the beginning process. It's as if by withholding the requirements, you were trying to discourage people from using the site ), you then require a special character. Now, on to my complaint. Company : Wells Fargo Bank Division : Credit Card Violation : Non-disclosure of payment due date Simply put, the bank does not make one aware of a payment which is due when you do online banking. I can't make it any clearer, they do not notify you. You have my contact information however I trust if you call me that the caller ID is shown on the screen, there are far too many solicitations which are either fraudulent or inappropriate sale calls. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22655
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Struggling to pay mortgage
Subissue: Foreclosure
Consumer Complaint: Tried to get assistance with my home loan and they would not help. Ended up foreclosing on my home and selling it at auction. This was about 5 years ago, and today I receive a check for XXXX from the stating that they had an error is on the assistance process. I lost my house and they only give me XXXX? If they are going to pay out I seek a real payment rather than a small XXXX. They ruined my life and caused me to leave the house I was in for 17 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90703
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A