Date Received: 2023-12-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This has been an ongoing battle for months. This company keeps blame shifting shuffling Me from department to department, making up excuses transferring me here transferring me there, running me around in circles knowingly that my account was taken over and my funds were taken. They told me which department to go to to speak to and then they tell me thats the wrong department and they refer me to another department and then I get to that department and the department says they dont handle this problem and then I make a complaint and they respond to something that has nothing to do with the complaint, this situation is not resolved I previously which I will add all the details of the previous complaints in this message but however, their response is completely in accurate. Theyre speaking about an account that they closed because it was due to fraudulent activity or account takeover whatever they wanna call it, they keep calling it something different. Every time it comes time to pay me back the money that was stolen from my account I have been without these funds for months I am in financial debt because of it and my financial institution has done absolutely nothing to help rectify the situation they sit by idly, while my money was taken, and theyre saying that account changes were not made??!!?! I dont see how they can say this with a straight face on the same day my username my password, my phone number and my address were all changed on my account on the same exact day and theyre saying no changes took place that sounds like changes to me. I am demanding that the funds that were stolen from my account be returned immediately today this is going on for far too long and I am sick and tired of the runaround. This company is committing criminal offense by not doing what they say they will do in guarding my money and guarding my account keeping my money safe and if anything happens, they will make sure that my funds are replaced. Fraudulent activity did happen on my account account take over did happen on my account and identity theft happened on my account because someone was acting like they were me when they were making these charges at a time when I was not even available to make charges this totals almost over XXXX of my money that has been robbed for me, and they refuse to do anything about it. They continue to run me around in circles give me back-and-forth shuffle me around with no resolution whatsoever just taking the easy way out doing nothing while they sit on their hands and watch me get robbed blind , I am sick of this. I demand immediate action either from this company or against this company for their part and allowing my account to be drained of the funds that were stolen from me while I was in a terribly unfortunate situation. These are as follows. COMPLAINT I initially submitted a complaint against Wells Fargo because they were not allowing me to access my account after an individual XXXX XXXX gained unauthorized access to my account information after I was victim to a very unfortunate situation. I was falsely XXXX for being in possession of a stolen vehicle which was a XXXX truck that I rented. The previous renter of the same truck never returned the vehicle so it was registered as stolen with the police. XXXX finally recovered the vehicle and put it back in the rental roster the only thing they forgot to do was notify the police that they had recovered the moving truck. So when it was rented to me and I left with it a license plate scanner picked it up as a stolen vehicle, police responded and a false XXXX was made against me. I would like to add that after quite some time XXXX admitted fault in the situation, the charges were dropped and I ultimately was released from XXXX. After my XXXX I was told that I needed to have someone come to recover my property the only person whos number I could remember was a newer acquaintance that I made he was a worker at the Storage facility I was using. I would like to add that property from the XXXX is put in a vacuum sealed bag with a cardboard backing not easily removed. I called XXXX XXXX and ask him could he please recover my property and HOLD the property for me until I would be XXXX. He agreed and did as asked. Unfortunately he also took it upon himself to open the property package which consisted of my phone which in notes held all of my account information and PIN code. He then went on a rampage he changed my user name, password, phone number and address all in one day. While I was XXXX he made charge upwards of over $XXXX. He created accounts in other peoples names, opened a phone in my name, he impersonated me basically. This is something that should have been an immediate red flag to Wells Fargo and my account should have been immediately locked for further verification. I have had my account locked by them for even the smallest unrecognized charges and have had to call to verify multiple multiple multiple times. Yet in this occurrence they idly stood by and did nothing to stop this from happening. This is all know by Wells Fargo and my initial complaint unknowingly to me was closed because they responded and at the time that was all fine and well I was contacted by a very understanding nice woman from the bank was assured that the problem would promptly be resolved and that I would be receiving my money back. Ever so relieved I just waited it out. I was told I may be contacted to provide additional information or evidence when needed. This is where my new complaint comes in. It is with what transpired after my very positive conversation with this woman who contacted me. I was not contacted by anyone until the XXXX of XXXX I believe around XXXX an extremely rude man called me and acted in a manner I feel was completely unprofessional. He asked me to explain what happened in my situation. Mind you I had at this point gone over this with them at least 15 times throughout the company to various people. Most importantly the woman who called me in regards to my initial complaint who had full knowledge. Now I am being contacted by a man was is going to be responsible for making the final decision on my claim and he is telling me that he has absolutely ZERO information whatsoever regarding my case he tells me. So I begin to start retelling my situation to him where he abruptly cuts me off asks me what any of this has to do with the charges that were made which obviously it had everything to do with the charges that were made and that he did not have all day for this! Basically minimizing the importance of my situation. It may have not met anything to him in his big position with a power company like Wells Fargo however in my small little life basically my entire existence is hanging on recovering these stolen funds. And I want to make it clear in no way whatsoever did I give XXXX to access my funds or card or phone for anything. The ONLY person authorized to use my account is my girlfriend and this access is restricted to specific apps XXXX and XXXX and with that access my card number is not shown and and restricted to only access to those two companies. These other charges it is an absolute impossibility that she could or would have been responsible for them. Back to the rude, uniformed final decision maker. Mind you he called me to ask me I believe it was 4 question that really had not much to do with any specifics regarding my situation. He said ok. That was it. I asked would they be offering me the opportunity to provide any evidence that would further solidify my case. Anything I asked was projected as a huge inconvenience for him he reluctantly only gave me the standard customer service number which I could have gotten myself off of the back of my card and he told me just contact them and they would direct me to the right department to submit evidence. So I spent the night collecting things and writing down the information I had been given by various companies about accounts not being in my name one company I even have a screenshot of a chat with them where the legitimately instructed me to file a dispute with my bank to recover my funds because it was out of their timeframe to be able to do anything but that they agreed the money should be returned to me. I have this in writing from them and it was a charge for over $XXXX!!! The company name is XXXX XXXX who sell electronics. Again this man from Wells Fargo contacted me at XXXX on the XXXX when I woke up at XXXX the very next day not even a full 24 hours after speaking to this man I see that my entire claim has been denied. Not 1 single XXXX from over 100 charges made against my account were deemed to be returned. Money that was spent on my card not in my name, money that was spent in my name all the while I am sitting in XXXX for a crime I did not commit so after going through that horrible situation I now have this to deal with. It is an absolute atrocity what is happening to me and how the situation has been held by Wells Fargo they are my financial institution. They are supposed to have my back if any situation like this was to arise, and they have done nothing but lay down and play dead. They have made no effort to help me with this situation whatsoever and I am justified in demanding that these funds be returned to my account. First, I was not aware of the gravity of the situation, because I cannot even access my account because they changed all of my information I was made aware of the situation only maybe months later, when I received a pile of mail overflowing out of my mailbox mail that had been re routed to me I suppose from the fake address they created and added to my account the post office held the mail and finally realized it was mine and sent it with yellow stickers to my actual address it was over 40 pieces of mail letters from Wells Fargo for all of the transactions that were made each letter states that they suspect the charge to be fraudulent and they wanted my approval so that in itself tells me that they knew the charges were fraudulent or they wouldnt have taken the time to send me a letter asking me about it but now that Im making a complaint about those charges, they refuse to return the money I dont see how this makes any logical sense whatsoever And I am tired of being bullied and pushed around by this bank. I called to escalate the situation even further after I see the claim was denied I was told by the lady that she was going to send my file to the executive office who would do a more thorough investigation and before I could even get the confirmation number the call disconnected and hung up on me. I called back. Wells Fargo always answers the phone this time. When I call back, I sat on hold for over an hour And no one ever answered the call. It was just an automated system telling me that they would be with me as soon as possible which leads me to believe they were just avoiding having to deal with me I want my funds returned, and I want this to be made, right And if they do not do that, I think legal action needs to be taken against them because this is just wrong. No one should have to go through this and if they do have to go through this, the bank should have their back not try to get out of doing what maybe is considered an inconvenience for them its not inconvenience for me. Its an inconvenience that Im out XXXX that I used to live on hard earned money that I saved and that was spent erratically by someone other than myself without my permission completely against my will. I would like to know why I was not even given a day to submit evidence confirming my allegations towards this individual and the charges that were made how is it that at XXXX XXXX my claim is denied, and I had just been spoken to the day before at XXXX XXXX, I dont think they gave it a second thought they just immediately denied it for reasons completely unknown to me. I want something done about this and I want it to be resolved quickly because Ive been dealing with this for months now and I cannot wait any longer to recover my money , I need immediate action if that is not provided, I feel that with the help of the federal trade commission and consumer credit agency legal action should be taken this company to help me recover my money! I see that I am being asked to provide my account number however that account has since been closed. I believe the last 4 on the acct was either XXXX or XXXX I really can not remember but they should very easily be able to find my case since I did provide my case number! THEIR ANSWER AGAIN BLAME SHIFTING AND TRYING TO ONCE AGAIN PASS ME OFF TO ANOTHER DEPARTMENT BUT WHEN I CALL THAT DEPARTMENT THEY SAY I NEED TO SPEAK TO IDENTITY THEFT THEY JUST KEEP PINP PONGING ME BACK AND FORTH WHILE DOING NOTHING BUT GIVING EXCUSES AND SITTING WITH CLOSED EYES AS MY ACCOUNT WAS BEING RAVAGED. THEY KNOW THESE CHARGES WERE FRAUD BECAUSEBTHEY SENT A FRAUD ALERT LETTER FOR EVERY SINGLE ONE THAT I FINALLY MONTHS LATER RECEIVED A PILE OF LETTERS OVER 40 or 50 LETTERS ALL QUESTIONING THE TRANSACTIONS AS FRAUD! NOW I HAVE BEEN TOLD BY THE FRAUD DEPT THAT THEY DO NOT HANDEL THIS ITS IDENTITY THEFT DEPT, I GET SENT TO THE IDENTITY THEFT DEPT THEY SAY ITS NOT THEM ITS FRAUD NOW I HAVE THEM PASSING IT OFF TO ACCOUNT TAKE OVER DEPARTMENT. ACCOUNT TAKEOVER DEPARTMENT SAY ITS EITHER IDENTITY THEFT OF FRAUD DEPT THEY ARE NOT SURE. THIS COMPANY IS SO BLIND SO UNORGANIZED SO INCOMPETENT THEY KNOW THAT THERE WAS FRAUD TO ME ON MY ACCOUNT THEY HAVE EVERY POWER TO RETURN MY FUNDS AND THEN INTERNALLY FIGURE OIT WHATEVER DEPARTMENT THEY NEED TO BUT THEY CONTINUE TO HOLD OUT WHILE I AM ABSOLUTELY DROWNING IN DEBT OVER THIS AND THEY STILL HAVE NOT RETURNED A XXXX TO THE ACCOUNT XXXX EVEN AFTER BEING PRESENTED WITH DIRECT CORRESPONDENCE FROM COMPANIES TELLING ME IN WRITTING THAT THE CHARGES WERE NOT VALID AND I NEED TO CONTACT MY FINANCIAL INSTITUTION TO HAVE MY MONEY RETURNED!!!!!!!!! PLEASE XXXX HELP ME TAKE A STAND AGAINST THESE BULLIES WHO REFUSE TO ADMIT FAULT WHILE I AM CLEANED OUT OF MY MONEY. THIS HAS TO BE STOPPED. I DEMAND THAT THE MISSING XXXX BE RETURNED TO MY CURRENT ACCOUNT AND THEY CAN TAKE THE NEXT 5 YEARS FIGURING OUT WHICH DEPT NEEDS TO HANDLE THIS MATTER I DO NOT CARE. PUT THE MONEY BACK IN MY ACCOUNT THAT WAS STOLEN FROM ME. AT THIS POINT I AM WONDERING WHO IS REALLY COMMITING THE CRIME THE INDIVIDUAL RESPONSIBLE FOR THESE CHARGES OR WELLS FARGO FOR ALLOWING IT TO HAPPEN THEN DOING NOTHING TO STOP IT AND NOTHING TO MAKE ME WHOLE AGAIN. PASSWORD, USER NAME, ADDRESS AND PHONE NUMBER ALL CHANGED BUT NO RED FLAGS THERE??!???????????? ABSOLUTELY IRRESPONSIBLE OPERATING PRACTICES !!!!!!!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33139
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Please assist with this situation involving Wells Fargo Home Mortgage. Requesting removal of inaccurate information all three credit bureaus because of start/end dates are totally false ; No payment started ( XXXX ) from the first last payment date which lead to the foreclosure ( XXXX ) ; foreclosure is noted to be reported ( until XX/XX/XXXX ) beyond the reporting XXXX year period. After numerous attempts, finally spoke with XXXX representative XX/XX/XXXX, about Wells Fargo situation and person stated- XXXX ) the information was reported & verified, and XXXX ) credit bureau do not know why it is beyond the XXXX year limit and XXXX ) it will remain on my credit report ( until XX/XX/XXXX ) because that is what reported by Wells Fargo company . I have not been able to make contact with a knowledgeable person from Wells Fargo that can assist me. I have repeatedly disputed the situation over the years and receive a reply of verified and the information remained inaccurate.
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: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I made an online payment for a XXXX credit card balance of {$32.00} from my Wells Fargo checking account. The amount was deducted from my account per my monthly statement. XXXX claims to have not received the payment snd proceeded to charge increasing late fees and eventually cancelled the credit card. This has now resulted in a substantial drop in my credit score. Three months of trying to get Wells Fargo to investigate snd resolve the problem has been completely ineffective. All Wells Fargo has done is assign " case numbers '' to three separate attempts to get this resolved but no one has done anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On the date of XXXX made a check deposit of XXXX dollars. Which they set a hold on the founds which they held a delay for approximately 3days and only provided XXXX on XX/XX/21 of the XXXX dollar check..After about 9days from that date they provided the rest of XXXX on XX/XX/21 the remaining amount of the XXXX i deposited..i feel as if my money wasnt fully provided to me. I felt like i had either been skimmed or scamed out of the XXXX. The money only lasted in my account for like 4 more days after my statements where ether had over charged or double amounts pulled from the same transaction atm fees non-sufficient funds/NSF, and overdrafts that shouldn't have been on there since i banked with wells fargo they where very unprofessional about the situation and made me feel that i was wrong and wasting my time in trying to futher get explained where my founds where. I didnt feel like i would get anywhere with them i felt very helpless. I had to do my own investigation which i got refunded a few amounts of dollars which i had to get them to do desputes for. I feel that wells fargo kept or miss placed my XXXX dollars that i feel wornt ever placed in my checking account. Please help me get further founds and help me investigate where all my founds where spent and if they did follow protocol on delaying of my founds. I don't see why they would do such things with my funds from XXXX rental relief check.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93446
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have called Wells Fargo many times, the most recent executive complaint was submitted XX/XX/2023. Wells Fargo responded that I would need to call my banking institution to see why my account is unable to be verified. A week prior to this complain I placed a three way call with Wells Fargo and my bank XXXX XXXX and they verified the routing number and checking account number I used to make three prior payments were valid. Each time I setup my external bank payment method on their app then after they pulled funds they email me that my account is suspended and I would need to call them to resolve. When I call Wells Fargo to resolve nobody seems to know how to resolve or what they are doing. I then try to walk down to their branch on my lunch break and now all of a sudden then have reduced their hours and close down at noon each day. In my opinion Wells Fargo is just trying shake me down and charge me interest and I would love to pay them but can not get them to take my money. Please help me as I do not know any other way to get their attention. You would think a bank this size would have people that know what they are doing. their explanation of resolution is call backs within 48 hours or responses within 10 days. Please assist me
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: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau, I hope this letter finds you well. I am writing to formally lodge a complaint against Wells Fargo regarding their handling of a recent fraudulent wire transfer incident that occurred on XXXX. I received a call from someone claiming to be from Wells Fargo ( the number was the actual WF number XXXX ), stating there was wire fraud in progress. They asked to verify my identity and instructed me to add a case manager 's name XXXX XXXX and acct number ( XXXX XXXX ) with my billing address to my recipients under the wire. They proceeded to tell me to enter the exact amount with the incorrect billing it will cancel each other out but confirm I am the real account holder. They claimed it was an outbound-only call and insisted I couldn't call back without risking the release of {$8700.00} to the alleged fraudster named XXXX XXXX XXXX Despite skepticism, I proceeded, then realized it was a scam, called Wells Fargo on a different phone. When I called Wells Fargo the fraudster was on mute and said they could see that I was calling into the call center which made me believe they were real so i hung up. Followed their instructions till I couldn't take it anymore Called WF back and kept fraudster on mute and they didn't stop the transaction. They advised me to block the WF number, filed a claim. I immediately took the necessary steps by reporting the incident to the Federal Trade Commission, Maryland Attorney General, and the FBI. However, despite my prompt action, the fraudulent transfer to a XXXX XXXX XXXX account was not halted in a timely manner. During the incident, I engaged with a Wells Fargo agent named XXXX, who, regrettably, did not take the necessary steps to prevent the unauthorized transfer. Instead of advising a block on the transaction, I was instructed to report the claim, leading to a delay in stopping the transfer. Furthermore, my concern deepens due to the lack of cybersecurity measures in place that allowed this fraudulent activity to proceed unchecked. I am troubled by the apparent knowledge that Wells Fargo may have about such specific types of fraudulent wire transfers, raising questions about the adequacy of their efforts to protect loyal customers. Additionally, I am dismayed by the absence of XXXX disclosures associated with this incident. It is my understanding that such disclosures are crucial in ensuring transparency and accountability, especially in cases of financial fraud. I am reaching out to the Consumer Financial Protection Bureau to request a thorough investigation into this matter and to seek guidance on the steps Wells Fargo should take to prevent similar incidents in the future. I trust that your intervention will not only address my concerns but also contribute to enhancing the overall security and customer protection measures within the banking industry. I appreciate your attention to this matter and look forward to a prompt resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20770
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Dear Credit Bureau Representative : I recently reviewed a copy of my credit report and noticed the following information regarding inquiries to be in error. The Fair Credit Reporting Act states that the only permissible purpose for pulling a person 's credit report is ( 1 ) a firm offer of credit, ( 2 ) insurance, ( 3 ) an application for employment, or ( 4 ) a court order. The following inquiries are not related to one of the allowable purposes, as I have reiterated from The Fair Credit Reporting Act. 1. XXXX XXXX XXXX XXXXXXXX 2. XXXX XXXX XXXX XXXX 3. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48045
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/ i discovered that someone submitted a XXXX postal change of address for a XXXX XXXX XXXX XXXX business card I applied for. I called XXXX and they immediately cancelled the card and sent a new one. Few months later I reviewed my credit report and discovered an address not associated with me XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, MI XXXX. After doing a XXXX search I found the Address belongs to lawyers at XXXX XXXX XXXX. I have never been affiliated with this address or group and would like this to be investigated. Also, I received a random call from Wells Fargo stating they wanted to verify that I opened an account. I said no I have never opened an account with Wells Fargo. The person said that someone has opened several business accounts across the 50 states using my business XXXX and personal information. I have no idea how this information was leaked. However, I want to report it and have this issue investigated and resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76131
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: XXXX : notified credit card company to inquire why they reduced my credit line without notifying me. They did mot answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have been carrying a credit card XXXX XXXX from Wells Fargo. Since I travel Overseas a lot and have sporadic times where I can only use my international credit cards, Wells Fargo banker told me that I can always use my XXXX XXXX rewards and transfer to accounts as needed if I have no or less use of Wells Fargo local ( within XXXX only ) credit card. My card service made no attempt to call me or email me and sent a letter which is non certified and misplaced by my local post office which asked me to use card otherwise it will be cancelled. I was traveling at that time so upon my return I have been communicating with Wells Fargo multiple times. The rewards dept told me around {$250.00} reward is on hold and it can be transferred to another existing credit card or account within Wells Fargo. But when I approached their escalation team through XXXX XXXX XXXX they have been continuously refusing my request to Retrieve my hard earned reward $ and transfer this to my existing Wells Fargo credit card which I have applied and got immediate access to, during all these futile Communication with Wells Fargo bank so that they can easily transfer my help up rewards point from my closed card to my existing credit card. But the customer service is absolutely heedless to hear my concerns/fails to communicate and unethically forfeited my rewards without any effective electronic communication although they have my email, valid phone numbers on the file!!! Pls help ASAP to help retrieve my rewards funding on hold for transferring to my Existing Wells Fargo rewards card. Most banks issue a check for accumulated rewards but this bank did not honor my banking and card using relationship and unethically closed my card, forcefully forfeiting my well earned rewards! Pls help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A