Date Received: 2023-11-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Filed a claim about a crypto-currency exchange called XXXX XXXX was taken out of my account without my acknowledgement, Wells Fargo puts provisional credit. The first transaction was a dispute because i have never received the funds while the other ones ocurred without my consent/me so i filed a claim for unauthorized transactions on my account. Wells fargo after approximately 2 weeks takes the money out of my account with no notice, leaves me on -310 on my birthday, keep in mind im still waiting for my debit card that never arrived after i filed the claim which underlies the nature of the claim. Keep calling, placed on 1 hour time, every time i call someone he tells me a different story. They exceed the call review time and when i ask the people on the phone they keep giving me false dates and that the call review was initiated on the XXXX while it was on the XXXX XXXX. I keep calling and calling, after that they said that they looked at the calls, keep in mind that the first employee said they have no notes on there. To resume, i did a dispute of 200 dollars of undelivered goods, after that i find that the merchant has completely emptied my card, i call wells fargo, they change my card, after a few weeks, they take money out of my account with litterally no notice, leaving my without money to feed myself or my children on my birthday XXXX XXXX. The reason why the claim was denied was because they said they didnt have dispute rights, which is acceptable but i did not dispute 200dollars of those transactions, i know what i did, wells fargo wasted my time and money and energy and left my kids hungry, and on top of that lies about my statements, i would like to retrieve my money because i feel like they took it to themselves and did not even give it to the merchant I will be making a supine, i feel discriminated and i never thought i would be treated this way by a financial institution this well known. As im writing these words my stomach is gurgling of hunger because of wells fargo but their greed took over everything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80203
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023. At XXXX XXXX I received a phone call From a Wells Fargo phone number XXXX XXXX XXXX. This number comes up on my phone as Wells Fargo, and when you call it back it is a Wells Fargo number not Spam. I was on a phone call with a gentleman who said he was a representative of wells fargo, regarding my bank account activity that was flagged as suspicious activity. Once the gentleman said that I personally locked my card while he was on the phone explaining to me. He was going to freeze the card and send one out immediately. I did not see anything wrong with that. Considering that is protocol with any bank. The gentleman knew about my account. He told me about the transactions that were in my account. He Placed me on a brief hold came back and said I'm going to send you a text message to your phone number. I never received the messages at which time I went to my email account and saw that my card had been turned back on as well as another email stating a approval for an increase for withdrawal amount. The gentleman that I was still on the phone with at this time he did not know I was seeing my emails. I never told him I was seeing my emails. He asked about text message once the text message came on my phone I said I received a text message. All I was supposed to do was text the letter. Y. For a purchase that was done on the date that he me gave on XX/XX/XXXX or sometime prior to this phone transaction. He asked did I receive another text I said no Then placed me on another hold, he came back saying your new username is and your temporary password is which now is not normal and Right at that moment another email came about my contact information was updated to last XXXX # XXXX phone number which definitely is not mine. The person came back and the call mysteriously dropped. I call the exact same number right back XXXX. Another person answered the phone I stated what had just happened only about the last representative and that the call dropped, the new representative was told by me I was locked out of my account while the other person before him was helping me. He helped me with the issue however, when I got into my account it was emptied of all of my money from disability that was just Deposited. I told him that right away and he said it was going to put in a claim as well as saying he also could see the emails. The next day XXXX the thirteenth, which was a Monday XXXX. I went straight to a Wells fargo branch XXXX XXXX In XXXX virginia and ask to speak to the branch XXXX. XXXX XXXX branch XXXX of Wells Fargo took me in her office. I explained to her that an employee of Wells Fargo had emptied my bank account. She proceeds to tell me that oh, you were hacked. My number gets hacked a lot and I told her no I was not hacked I showed her the phone number as well as the emails. However, it was more of it couldn't been someone that worked here. You had to be hacked. I then said to her. Maybe you all were hacked and you all don't know it yet. Maybe I was the first to bring it to your attention. Maybe that could be the case. So she sent me to the front to talk to a representative at the front desk so she could start a claim and Close my account. My question is why couldn't the branch manager do? The same thing since I felt more comfortable in a closed room. Giving out information I even told her I know my social security number has been compromised since my information is in your system She said doubt it. XXXX XXXX proceeds to write me a letter stating that the above client has her banking accounts with Wells Fargo, and she's a victim of online fraud scam. A fraud department is in the process of investigating the scam. On XX/XX/2023 at XXXX XXXX I received a phone call from an XXXX. This number comes back to a Wells Fargo as well. This is the compliance management office the person named XXXX left a phone message. With a case number of XXXX. Not knowing who or why this particular number showed up. I let it go to voicemail. I got the voicemail. Return the phone call no answer. I left a message. I called on the XXXX of XXXX and left a message. I called on the XXXX. Of XXXX and still did not speak to a miss XXXX. On XXXX the XXXX at XXXXXXXX XXXX I received a phone call from ( XXXX ) XXXX. That number comes back to Wells Fargo phone number. The person, on the other end, stated his name was XXXX. He was an XXXX working for me. He told me that he saw the complaint and to tell me what happened. I explained everything to him. He goes on to say that that number doesn't call anyone. That number is only for people to call into and I told him. I've received several calls before coming in from that phone number told me that I couldn't have then I said im looking at my call log. XXXX XXXX then told me that Wells Fargo Doesn't tell anyone this, but that number can not be used to make phone calls to you, He then proceeded to say that the number could have been hacked. And I told him when the phone called disconnected. I just hit the redial number and got Wells Fargo again. I then proceeded to tell him that. I believe that my social security number is compromised. He goes to tell me no if it was an inside person. They would have had to sign into this thing. And that thing and what makes you think that 1 person can do this and I told him. It's not a 1 person thing, it's more than 1 person. He then proceeds to say to me. Well, why would they pick you when we have customers that have hundreds andcthousands of dollars? Why not Take money from them why pick you out, I said when you XXXX somebody is your first job gon na to be XXXX XXXX first or are you gon na try small to see if you can get away with it. He told me that they were gon na do an investigation. He also said that they will get in contact with me and he will let me know what's going on because he again works for me. On XX/XX/2023 at XXXX. I tried once again to contact miss grace from the XXXX XXXX XXXX XXXX XXXX to no Avail. She wasn't there. I got transferred to someone named XXXX. What's the person answer the phone? He introduces his self as XXXX XXXX I said well. I don't know if you're the same person I talk to before. However I haven't been able to get a contact XXXXXXXX XXXX regarding my claim, he goes to tell me. XXXX is short for XXXX and I said to him well. I wouldn't have known that he said. I spoke to you before and they are still investigating your case. And I go to tell him that I am out here with no money. XXXX funds during the holiday. Why is it that No one can tell me what's going on. At this time, I'm really feeling like it really doesn't matter to them that my money was taken from me when I'm sitting there. Telling them it was done while talking to someone from your company with emails to back it up. So I'm at my wits end with Wells Fargo, and how they're handling my case. I have sent complaints to the XXXX XXXX XXXX the Federal Trade Commission as well as the XXXX XXXX XXXX XXXX. My next complaint is to your establishment and then on the the Attorney General 's Office. And if I have to I will go to the news. I will try to find a lawyer who will Help me if they can do it with no Money out of my pocket unless I WIN. I am disabled and get a monthly check so what am i supposed to do tell the bill collectors hold on Wells Fargo is taking their time investing a crime against me by them.Because if they done this to me they've done this to a lot of other people. This needs to be dealt with to the fullest extent of the law Civilly and criminally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I was trying to use my Wells Fargo credit card about a week ago and found I couldn't charge anything -- it was being declined for routine transactions I've been making for almost 12 years with the same card company/credit card account. I called to ask what the problem was and was told that there was a " problem with my account '' and had I not received a letter. I told them of course I had not received a letter. If I had received a letter I would not be trying to use the account that day. They agreed to send a " second letter '' and wouldn't tell me anything more on the phone even though they had fully verified my account. I got the letter today and it said they were closing my account for one of a possible four or five different reasons, but not telling me which reason it was. They treated me like a new customer or a customer who had not been paying my account regularly for the past 12 years. I often go over my limit a little bit, but always pay off the overlimit amount within a few weeks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I received fraud on my Wells Fargo account over the course of two days totaling {$14000.00} ( XX/XX/XXXX for {$9800.00} and XX/XX/XXXX for {$4900.00} ). While awaiting the fraud department to work on the claim I filled out the account fraud affidavit and had to send it via XXXX because the " enclosed envelope '' was non-existent. I submitted the documentation the day after I got it on XX/XX/XXXX and received a letter today ( XX/XX/XXXX ) that my fraud was declined and that " I sent the money to myself ''. They made this leap because I opened an XXXX XXXX Credit Card back in XX/XX/XXXX and used it exactly 1 time ( there is no history on the account except for that one time {$67.00} payment on my account ). This shows up as a Credit Card ePayment on the account, but the fraud was for XXXX on-Line Bill Pay with an actual account number ( I only have a credit card, no account number with XXXX ) 8 months later. They claimed that I used the account prior and basically said that the fraud account that I lost my money to must have been the XXXX XXXX Credit Card account ( which has a limit of {$5000.00}, so I couldn't have sent more than that amount even if it was maxed out ), so it was two separate accounts that they deemed matched for whatever reason and didn't even give time for my affidavit to arrive before deeming my life savings as not their problem. I literally proved that the accounts were not the same myself in about 5 minutes and this is all my savings, yet Wells Fargo is doing nothing ( they could have called XXXX and proved this, which they obviously never did either ). Furthermore, Wells Fargo did not ask me to call and have a police report created for the fraud, so I just got one done on my own. Also, the affidavit information has no tracking and they won't provide me with another copy so that I can ensure that they get the information. I have bills due in less than XXXX weeks, and this is the week of XXXX, so I can't buy anything for my family on XXXX XXXX or XXXX XXXX now ( I can barely afford my rent now that the account was drained ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 16509
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I deposited one check for {$300.00} on XX/XX/2023 and I deposited another check for {$1000.00} on XX/XX/2023 into my Wells Fargo account. Both checks were written to me by my mother. Her bank account is with XXXX XXXX XXXX. Wells Fargo is saying they were unable to collect the funds and theyre telling me that they wont be available until XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX XXXX is saying, they paid those checks immediately upon receiving them. Wells Fargo is telling me theres nothing they can do about it and they may charge me a penalty fee for being overdrawn. The funds were in my account for four days and then all of a sudden they reneged and said the money isnt there. They said they were unable to collect the money when in fact, they received the money on day one.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29710
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: Threaten to sue me for the balance from Wells Fargo. They called a year ago as well same thing. I called Wells Fargo and I do not have any debts through them that have not been settled satisfactory When I ask them to send me the information that I need to make sure I have not missed an account they hang up and after the third time they just answer and hang up immediately the number is XXXX XXXX XXXX XXXX. Mans name was XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XXXX XXXX at XXXX eastern time, I was contacted from the Wells Fargo customer service number ( the same number on the back of the card ) s Upon answering the phone, a banker name XXXX answered and told me that my account was being flagged for fraudulent activity at a XXXX XXXX through XXXX XXXX. He was very professional and organized with his scheme. He instructed me to move my money out of my checking and savings account to XXXX XXXX and then move it to the new debit card number that you provided for me and told me by new debit card would be mailed in XXXX business days. This banker had my last four of my social and my home address. Had access to my Wells Fargo account. I filed a police report in XXXX XXXX XXXX. They were aware of the fraud/scam surrounding Wells Fargo XXXX I also filed a complaint with XXXX. Wells Fargo has denied the money being returned to my account. They told me there is nothing that I can do. The amount of money that was moved was {$2500.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I received a letter on XXXX XXXX that Wells Fargo had decreased my credit card limit from {$6000.00} to {$1900.00}. The explanation on the letter was vague but said it was based on low usage, high balances, or too many inquiries. When my limit was decreased my credit score was XXXX. Now because of the decrease of my limit my credit score has gone down XXXX points. I am a XXXX XXXX XXXX and a long time customer and not sure what factors they used to decreased the limit so drastically. I am trying to purchase a new home and because of this decrease I am not going to get approved. Wells Fargo is telling me that I need to reapply to do a credit limit increase which is crazy since now my score is very low. This decrease is affecting my ability to move, live and maintain. I have never experienced this. The score they had on the letter they sent me said my score was XXXX in XXXX which is false. My score has never been XXXX. I would like them to reinstate my limit immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I am reaching out to urgently address a matter of significant concern involving Wells Fargo and a promotional bonus offer that I believe has been unjustly denied to me. This issue not only involves a potential financial loss but also raises serious questions about the bank 's adherence to its own promotional agreements and commitments to customers. Specifics of the Case : Initial Account Opening and Offer Terms : On XX/XX/2023, I opened a new checking account with Wells Fargo, motivated by a promotional offer clearly stated at the time of account opening. This offer explicitly promised a bonus upon meeting specific eligibility requirements within a designated timeframe. Compliance with Stipulated Conditions : According to the terms of the offer, I was required to open the account with a minimum deposit and receive a total of {$1000.00} or more in qualifying electronic deposits within 90 calendar days of the account opening. I diligently fulfilled these conditions, ensuring compliance within the specified period. Validity of the Offer at the Time of Agreement : Crucially, the offer was valid and in effect at the time of my account opening on XX/XX/2023. The expiration date of the offer ( XX/XX/2023 ) does not negate the validity of the contract formed at the time of my account opening, nor does it diminish my eligibility for the bonus, given that I fulfilled all requirements within the stipulated 90-day qualification period. Unjust Denial and Inadequate Response : Despite fulfilling all the conditions, when I inquired about the bonus, I was informed that the offer had expired and that I was ineligible. This response is not only inconsistent with the terms of the agreement but also lacks any substantial justification, considering the timeline of my compliance and the active status of the offer at the time of my account creation. Failure in Follow-Up Communication : Adding to the concern, the customer service response has been unsatisfactory, with a lack of clear explanation and a failure to follow up as promised, indicating a serious lapse in customer service and accountability. This situation represents more than just a personal financial grievance ; it signifies a potential breach of contractual promises and a disregard for customer rights and expectations. The failure to honor a valid promotional offer, coupled with inadequate customer service response, undermines the trust and confidence customers place in Wells Fargo. I urge you to give this matter the serious attention it deserves and look forward to a prompt and equitable resolution as this is outright fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54751
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX. 2023, around XXXX XXXX my son got messages from his bank informing him there were some online money transfers from his checking account : first {$1900.00} was transferred out of the account to XXXX, and then same amount of money was transferred onto his account ; later on, an amount of {$1900.00} and an amount of {$1900.00} were transferred out of his account. He called me immediately. His bank account has been linked to my bank account since he was a college student. We checked each other and we were sure that we never did any kinds of purchases or merchandise and we never requested any money transfers. We realized that these transfers could be fraud activities. I let my son immediately log into my bank account. However, he couldnt log into it. he checked the username and password, and was very sure they were right. We realized that his bank account was invaded, and the username and password of his bank account were changed by the invader. We then went to a bank branch nearby. We reached the bank branch in XXXX, Tennessee, around XXXX XXXX. The branch staffs including the manager met with us. We asked them to stop the money transfers. When we got there, the transfer situation was Pending. The bank staffs did file request to dispute the transfer activities. We were told that our money should be refunded since that money transfers were still in Pending and we responded quickly. We had the claim no. ( XXXX ). We were told that the bank would need ten days to investigate. When I logged into my bank account around XXXXXXXX XXXX in XX/XX/166 and the next day ( XXXX XXXX, 2023 ), I found the money transfers was still in XXXX. On XX/XX/2023, around XXXXXXXX XXXX, my son and I went to the same bank branch. We wanted to know an update about our case. The same staff met with us. We made a lot of phone calls and finally got an update : the investigation was to finish in couple days, and someone would call us to once the investigation was finished. We also got some information : someone called the bank to ask the money transfer by using a phone number that was not mine or my sons. However, On XX/XX/2023, because nobody called us since then, I went to the same bank branch. The same staff met with me. After several phone calls, I was told that our claim was denied. The bank didnt believe that those money transfers were fraud because all the information provided in the money transfers were right. We knew that we never did any merchandise and requested money transfers. They definitely were internet fraud. Then the bank staff asked the branch manager to meet with me. The bank staffs including the branch manager and I filed an Escalation Complaint. On XX/XX/2023, I got an email letter from the bank XXXX XXXX XXXX XXXX telling that the bank would respond to my case within 10 business days. On XX/XX/2023, I called the bank XXXX XXXX XXXX XXXX asking the update about my case. I was told that the case was still in the investigation, and the bank would call us once there was a result. On XX/XX/2023, I called the bank XXXX XXXX XXXX XXXX again, and I was told the bank still think there was no any internet fraud. I told the bank it was an internet fraud because we never did any merchandise or any requests for the money transfers. The bank got wrong conclusion and made a wrong decision to let the money transfers finished. Also, I asked where our money was and I was told that the money already moved out my account. I then wanted to know when the bank finished the money transfers because the money transfers were still in Pending when we got to the bank branch on XX/XX/XXXX, around XXXX XXXX and maintained the same situation Pending the next day ( XX/XX/2023 ). I was told that those transfers were done in XX/XX/XXXX, around XXXX XXXX. We never understand that why the account information showed that the money transfers in Pending when the transfers were done. The money transfers were definitely internet fraud because we never did any purchases and requested the money transfers. My bank account was invaded and my personal and bank information were stolen. The invader used our information for the money transfers. The bank sent us two letters, one in XX/XX/XXXX, and one in XX/XX/XXXX, informing me that there were unusual unauthorized activity or updates on our account ( attached please the copies of the two letters ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A