Date Received: 2023-11-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: An ex XXXX employee stole my debit card info. I reported it to Wells Fargo and they denied the claim within a day. The amount stolen over a 6 month period was {$35000.00}. Wells Fargo 's claims team stated they couldn't prove i want involved and didn't approve the transactions. Why would I take my own money? I filed a police report, told them who i thought it was. The detective investigated and found proof it was her. She was arrested with XXXX charges of financial identity fraud. These are felonies and she could get up to 30 years. The attachment I'm sending is the police report along with her arrest information. She had to have a cash surety bond to be released on bail. I contacted Wells Fargo today. The detective brought me the report yesterday. I told them i wanted to reopen the claim now that there's proof. They stated, no they weren't going to reopen the claim and that i should call XXXX. I worked hard for that money for someone to take it and then for my bank to accuse me of being a conspirator. Again, why take my own money?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29642
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I opened a credit card to get the 0 % APR on balance transfers. Given {$14000.00} line of credit, used {$7000.00} to pay down another card. Set up auto-pay so I wouldn't be late or miss a payment. Three months later, I get a letter stating they have reduced my credit limit from $ XXXX to {$7.00}. No notice, no reason - other than this big bank was not profiting off me. My credit score DROPPED XXXX points from this alone, when I was trying to improve my credit score. With all the lawsuits they have been involved in, I should have known better than to use their services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Wells Fargo case number : XXXX and XXXX Account number ending in : XXXX Consumer Financial Protection Bureau, case number : XXXX Consumer Financial Protection Bureau , case number : XXXX The person ( XXXX XXXX, Escalations Representative Enterprise Complaints Management Office ) is not investigating the case as per the evidence. His responses ( same representative, BIASED ) is not looking at the facts when deciding the issue. The last response is based XXXX ( c ) of our Online Access Agreement. As per agreement, the bank should have REJECTED my deposit immediately, but they accepted the check, and then 9 months later a fraudulent reproduction of the check/endorsement was submitted at another bank, also without an endorsement as stipulated in section 9 ( c ), and Wells Fargo decided to return the money to the institution that issued the check instead of denying the return. Wells Fargo has a FRAUD issue and it does not want to PUBLICLY acknowledge that someone had access to my online deposit and later used the front part of the check with a different endorsement on the back to redeposit at another institution. Wells Fargo is willing to spend thousands of dollars in personnel and time to dispute their error, instead of doing what is correct, and returning the {$200.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX, I fell victim to an online scam by a company that was posing as a legitimate business. They copied the businesses website perfefctly and made the website plural ( by adding an " s '' and looked very legitimate ). After submitting my claim and written explanation to Wells Fargo bank, along with evidence provided by the legitimate business that clearly explains that no payments were received by them, and they are fully aware of the scam that is taking place, WF bank sided with the fraudulent business. Wells fargo claims with zero supporting evidence to me as their client, that their department called the business line and spoke to someone who then told them that I did not cancel my order in time. This of course, is all very untrue. I filed the claim WF as soon as I realized the scam was occurring and of course no legitimate phone numbers were made available to consumers, but apparently, they knew when a bank was calling ( thats why scammers are experts! ) After decades of banking with WF, the fraud department sided with the fraudulent business. Below is the email correspondence submitted as a request to the bank to re-open the claim after the bank firstly denied it. " Hello, It has been brought to my attention that my fraudulent case claim has been denied. Claim # XXXX. I would like to reopen this claim with new documentation ( see attached ). The attached documentation is correspondence with XXXX admitting that there is ZERO evidence of a purchase being made and their companies ADMITTANCE to a fraudulent site they are aware of. This site, XXXX is no longer available online, however, this was the web address of the site that was set up to look like the XXXX XXXX and XXXX platform. I do expect proper action to be taken. Sincerely, XXXX '' Evidence submitted is as follows : " Hello, TO WHOM IT MAY CONCERN, We do not have record of an order for XXXX XXXX and are not in any way affiliated with, XXXXXXXX or any other vendor. There are several fake sites and accounts advertising our product at a very low price. Please be aware, these are a SCAM. We are working to have these reported and removed as quickly as possible. Please help us and the XXXX community by reporting these ads as scams. Please note, we only sell our boards directly through our website, XXXX, our store on XXXX, and our one Retail Store here in XXXX XXXX. If you click on an ad and it brings you to any site other than XXXX, please know that XXXX has NO affiliation with it and this is fraudulent. Please let us know if there is anything additional we can assist with, our apologies for any inconvenience this has caused. Thanks for supporting XXXX, please let us know if there is anything further we can help with or any questions we can answer and we will be happy to assist. XXXX XXXX '' Total amount {$1700.00} submitted over 14 transactions. The scammers lead you to believe that they bargain is a one time bargain, however, you can make multiple purchases. As a watersports business owner, I was eager to replace equipment like paddle boards, paddles, kayak seats, etc., which is why I chose to purchase so many things. Invoice # XXXX {$130.00} XXXX {$120.00} XXXX {$120.00} XXXX {$120.00} XXXX {$120.00} XXXX {$120.00} XXXX {$120.00} XXXX {$120.00} XXXX {$120.00} XXXX {$120.00} XXXX {$110.00} XXXX {$110.00} XXXX {$140.00} XXXX {$140.00}. I tried to attach the invoices from XXXX, but it will no longer allow me to because XXXX was able to determine that it was a scam ( see attached photo ). Also screen shots of my XXXX account that show the payments were made and a few examples of what the email invoice looks like as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 785XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This is a report to the Consumer Finance Bureau against Wells Fargo for closing my accounts they also closed my accounts and are participating in illegal buisness activities by notating things thats not true to keep me from having other accounts at other banks. I would like to know why Wells Fargo is participating in illegal buisness activities by notating things that are not true to keep me from having other accounts. I would like to know what falsified things Wells Fargo is reporting to other banks and demand that it be removed. This is also a discrimination complaint against Wells Fargo for not allowing me to reopen my accounts and its employees that participated in harassment and discrimination against me. I would like to request that Wells Fargo allow me to reopen accounts for myself for personal reasonings. I would like to know what Wells Fargo is reporting to other banks and if I would be able to reopen my accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75240
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Three separate fraudulent charges were posted to my Wells Fargo account between XXXX. The amounts were {$99.00}, {$99.00} and {$99.00} from XXXX XXXX XXXX XXXX NM.. I called Wells Fargo on the XXXX while 2 of the charges were still pending and the first had been authorized and disputed all 3. I was told that it would be processed and I should hear back soon. Now all 3 charges are showing as approved on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I contacted Wells Fargo regards the account I have with them. Wells Fargo informed me they will closed all my account because of the unusual activities as another person tried to deposit the fradulent check into my bank account without my knowledge. On Friday XXXX XXXX, 2023 I received the called from Wells Fargo informed all my Wells Fargo account are processing in closing because of fradulent check. I was surprise because I did not deposit all of the check this day. I informed Wells Fargo the check deposit into my saving account is not made by me but made from someone else. I went to the bank next day to resolve it, the banker called the Prevention & loss team hotline, they explained to me and the banker that we have XXXX options : First provide the physical check, another option is filed police report and dispute the activities. Then, I chose the XXXX option which disputing the activities over the phone with the banker assisted me while seating in his office. The dispute has already been claim on that day and they informed me if the decision is on my favor, it's mean I am not responsible to that activities and they are able to reopened my account. I also reported the fraudulent criminal to police department as well as identity.gov website and fax all of requirement documentation to the Prevention and loss team fax number as the representative provide to me, the fax number is : XXXX. It was succesfully faxed on XX/XX/2023. I called the Prevention and loss team everday as well as Wells Fargo online claim as well and they are informed me the same things with my claim is under processing and I will have the decision on XXXX business days which is XX/XX/2023. I received the mail froom XXXX informed the claim has been completed and the decision is I am not responsible for that incident and they clear it on my saving account. I then contacted the Prevention and loss team on XX/XX/2023, I spoke with XXXX representative and they informed even the decision is on my side they are not able to reopen the account to me. I then request to speak with the upper management, the rep informed me I have to wait XXXX hrs for called back. On XX/XX/2023, at XXXX XXXX I received the call from Wells Fargo Upper Management to discuss about the decision, I explained my situation and she said it's my responsible and Wells Fargo will not reopened the account even I provided all requirement documentation. I informed her I fax all documents to Wells-Fargo prevention and loss team and she informed me her department did not received any documents from my end even on XX/XX/2023, the XXXX representative I spoke informed me they have received documentation from my fax number ( XXXX ), after I informed her that information she was soo rude and informed me her department never received any documents fax to her department. I then asked for the fax number to resend it and she denied to give me the fax number without any reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
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: I have sent Wells Fargo, N.A Bank two different Billing error notices disputing a balance of {$6100.00}. First letter was received on XXXX and my Second billing error plus notice of default was received XXXX. Wells Fargo failed to perform all administrative duties and procedures related to billing error notices. Wells Fargo XXXX XXXX XXXX XXXX XXXX gets access to the Billing Error notices and CONVERTS them into complaint cases. They SHOULD NOT be converting anything. This tactic is used for them to elude the required procedures of handling billing error cases. Wells Fargo have created XXXX different complaint cases on my account and I never filed a COMPLAINT with them ever. The case numbers are : XX/XX/2023 # XXXX, XX/XX/2023 # XXXX, # XXXX, XX/XX/2023 # XXXX. They use these case numbers deceptively to give account holders the false impression as if they are responding to a Billing error notice but in reality they create a complaint case numbers and NEVER OPEN A BILLING ERROR DISPUTE CASE. I have never sent a letter expressing a complaint, nor have I did over the phone. WHY do I have XXXX Complaint cases????? In my XXXX billing error notice of default I instructed them not to contact me by telephone and respond by XXXX mail only. There are already numerous attempts by them to contact me by phone which is considered harassment at this point. I want the Bureaus to investigate WHY is Wells Fargo allowing and instructing their XXXX XXXX XXXX XXXX XXXX ) Change Billing Error Notices into Complaint cases. This is pure NON COMPLIANCE with the Billing error dispute process. My notice of default was to request them to forfeit the balance of {$6100.00} for the Complete FAILURE of ALL the Procedures required and that is in compliance with XXXX XXXX XXXX, TILA Part D XXXX, XXXX, XXXX, XXXX and XXXX. Any other regulations or procedures applicable to my case. As I write this complaint now Wells Fargo is Still in Non compliance and they are also still trying to collect on a balance that is being disputed for the XXXX time. They are also still reporting the disputed balance on my credit report as accurate. There was never a reasonable investigation completed nor are they taking any responsibility for the Unauthorized electronic transfer of {$6100.00} made on my account. The money should've never left my account and they were offered XXXX business days to contact me to provide WRITTEN authorization. Wells Fargo never attempt to contact me to provide that information, Therefore Wells Fargo is Liable for the {$6100.00}. And I am requesting for them to XXXX out my balance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 I fell victim to a robbery while away at college and shares joint accounts with my mother and father. My phone and wallet were stolen during the incident, which contained my Wells Fargo debit card, as well as an XXXX XXXX and XXXX card, both linked to our family. No sensitive personal information was stored in his wallet, aside from his driver 's license. The thieves wasted no time and embarked on a spending spree using the XXXX card, accumulating a substantial sum in a remarkably short period. Fortunately, XXXX promptly contacted us to confirm the legitimacy of these transactions. Upon discovering the unauthorized charges, they promptly canceled the card, and within 12 hours, all the erroneous charges were removed from the account. The thieves did not attempt to use the XXXX XXXX card, but as soon as we were informed by XXXX, I contacted them regarding the issue. Within an hour, my mother visited our local branch of Wells Fargo to report the theft ( I couldn't make any calls as the thieves had taken my phone ). I was also stranded on the road with no way of leaving due to the fact my car keys were stolen. Remarkably, during the short time it took my parents to go to our local branch in Colorado, the criminals managed to contact the telephone banking department, check the balance, and transfer {$5000.00} from my savings account to my checking account. They also incurred {$3400.00} in charges using my debit card. We were able to halt further damage by blocking the debit card, but the situation had already escalated significantly by then. The branch representative was the one to inform us of these events. In response to these alarming developments, my parents promptly initiated a fraud claim with both the branch representative and a fraud claim specialist over the phone within hours of my debit card and cell phone being stolen. Within a few days, we were shocked to learn that the claim had been closed, the case had been concluded, and it was determined that no fraud had occurred, thereby denying any refund of the funds. My mother made several attempts to reopen the case, but each time it was closed, with a different reason provided for not classifying it as fraud, and the explanations seemed to vary each time. We have invested countless hours on the phone with various fraud department personnel, with some suggesting that it was a clear case of fraud and should be escalated, only for another call to inform us that it was not a fraud case and had been closed. I have provided a police report along with receipts from the day of the robbery and Wells Fargo continues to deny my claim. As a XXXX XXXX XXXX XXXX student this amount of money is a very big deal to me and Wells Fargo has continued to deny that there was any unauthorized transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I've been a long time Wells Fargo customer and I opened my accounts a long time ago. When I opened my accounts, i was told that my accounts would never be charged a fee. That has been true all these years but just recently they started charging me fees on my two checking accounts and my savings account as well. These fees are the monthly service fees that I was told many years ago would never happen and now suddenly they started appearing on my 2 checking accounts and 1 savings account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A