Date Received: 2023-11-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: In XXXX of this year, I began a dispute process with Wells Fargo over a charge-off account that has been inaccurately reported on my credit report for over a year. I sent out two dispute letters via certified mail, one on XX/XX/23 and another on XX/XX/23, stating that Wells Fargo has not only inaccurately reported this charge-off account, but has also sold the debt to XXXX XXXX XXXX and XXXX XXXX without informing me. Despite providing them with all necessary information, including the full account number and documentation from my Wells Fargo online banking portal, they have been unresponsive and uncooperative. They have continued to report the account as if they still own it, even after selling the debt, and have failed to properly address my dispute. In fact, they have sent me letters stating that they do not know which account I am disputing, despite the clear and detailed information provided in my letters. This has been an ongoing issue since XXXX, and despite updating the credit bureaus that the account is in dispute, Wells Fargo has yet to take any meaningful action to resolve the situation. This ongoing dispute with Wells Fargo over the inaccurate reporting of a charge-off account has been causing me significant stress and XXXX. I am fearful that this issue will never be resolved, and it has already begun to have a negative impact on my financial situation. Because of the inaccurate reporting, I have experienced credit denials, making it difficult for me to secure the loans and credit I need. This has added to my stress and XXXX as I am unsure of how to move forward and resolve this issue. I feel helpless and frustrated, and I am concerned that Wells Fargo 's lack of responsiveness and cooperation will continue to hinder my ability to improve my credit and financial standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: In XXXX of this year, I began a dispute process with Wells Fargo over a charge-off account that has been inaccurately reported on my credit report for over a year. I sent out two dispute letters via certified mail, one on XX/XX/23 and another on XX/XX/23, stating that Wells Fargo has not only inaccurately reported this charge-off account, but has also sold the debt to XXXX XXXX XXXX and XXXX XXXX without informing me. Despite providing them with all necessary information, including the full account number and documentation from my Wells Fargo online banking portal, they have been unresponsive and uncooperative. They have continued to report the account as if they still own it, even after selling the debt, and have failed to properly address my dispute. In fact, they have sent me letters stating that they do not know which account I am disputing, despite the clear and detailed information provided in my letters. This has been an ongoing issue since XXXX, and despite updating the credit bureaus that the account is in dispute, Wells Fargo has yet to take any meaningful action to resolve the situation. This ongoing dispute with Wells Fargo over the inaccurate reporting of a charge-off account has been causing me significant stress and XXXX. I am fearful that this issue will never be resolved, and it has already begun to have a negative impact on my financial situation. Because of the inaccurate reporting, I have experienced credit denials, making it difficult for me to secure the loans and credit I need. This has added to my stress and XXXX, as I am unsure of how to move forward and resolve this issue. I feel helpless and frustrated, and I am concerned that Wells Fargo 's lack of responsiveness and cooperation will continue to hinder my ability to improve my credit and financial standing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: The Standard Overdraft Coverage is confusing and opaque. In particular, a payment to XXXX XXXX in the amount of {$400.00} was paid, despite being returned twice prior to this, and despite an ACH request from the same company in the amount of approximately {$190.00} being returned at the beginning of last month. The agent was unable to provide any info on why it was paid other than advising it was a " systematic decision. '' The agent also made it difficult for me to remove the coverage, including the use of acronyms I was unfamiliar with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Issue is with a transaction through Wells Fargo Bank involving a VISA Debit Card, I noticed an unfamiliar charge that appeared on my on-line banking record indicating a funds transfer for {$60.00} on XX/XX/. I called Wells Fargo XXXX XXXX on XX/XX/ to report the charge by which time three more charges had been transferred to the same unfamiliar account via a XXXX service. The three additional charges were still pending at that time. Wells Fargo cancelled the debit card but indicated that they couldn't stop/freeze the pending funds transfers. The total amount transferred to the unauthorized person ( identified as XXXX was {$850.00}. Wells Fargo issued card reversals on XXXX XXXX XXXX to total the {$850.00}. and indicated that they were investigating. I received a letter from Wells Fargo dated XXXX indicating that they had completed their research and stated that they found that the charges were made by me and thus were reversing the reversals. I contacted Wells Fargo on XXXX and again on XX/XX/ and was informed that they had submitted my complaint to VISA, VISA supposedly did an investigation, and sided that XXXX had verified the transfer appropriately and that I was now responsible for the charges. Wells Fargo provided a phone number and email that was used to verify the funds transfer for a service through XXXX, neither of which are familiar to me and certainly not authorized by me. The phone number used to verify the transfer was XXXX and an email of XXXX. The phone number comes back to a number in XXXXXXXX XXXX, at least by my research. Again, I have never done business with this person and never authorized any funds transfer to them. Wells Fargo have indicated that they can do no more as VISA is the final arbitrator. VISA never contacted me in their investigation, neither has Wells Fargo.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55987
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I returned XXXX items to XXXX on the same day. XXXX item has yet to be refunded, and XXXX tried to say that they have not received the returned item. The lady at XXXX XXXX scanned all three items ' barcodes and said my return was processed. I reached out to file a dispute with Wells Fargo ; their claims team did not do their job, and they issued a partial refund of the {$110.00} that was owed back to me. Wells Fargo claims I received a partial refund of {$34.00}, which is wrong. The {$34.00} was XXXX of XXXX refunds processed on the same day. There was a second refund processed on the same day for a smaller amount of {$19.00} ; the refunds occurred on XX/XX/2023. These are for XXXX other items that were returned. Since it has reached this level of importance where the employees in the claims department have not done their job. I would advise the federal government to investigate Wells Fargo further since they have a known history of violating customers rights and have been fined billions of dollars. Why did the claims staff make their own decision to use the higher credit amount as a partial refund, why did they not select the smaller amount that seems intentionally done to allow Wells Fargo to save money and not utilize their loan loss reserves in place for fraud claims. How many other customers has this happened too. Why didnt claims associate not add both credits together and try to say that they were both partial credits. The entire process and situation does not make sense. Im retired from banking and know better when it comes to compliance and regulatory oversight. The agent I spoke to in claims right after the partial credit was issued on my claim did not want to help me and had an attitude that showed he cared zero about providing customer service. Nothing in this entire situation makes sense. All employees and supervisors need to be disciplined and coached and have all their calls pulled and audited to verify they are doing their job. If they could mess up on a simple claim like this how many other Wells Fargo clients have been affected and impacted by this for of employee negligence and work avoidance. I was told by a supervisor on XX/XX/2023 the date that I made the followup call that I could send additional proof to the email address XXXX and I did I sent all my transaction history with XXXX both purchase and credits to prove that I was still owed money. Wells Fargo needs to be audited and fined and they need to reimburse customers for their time taken out of their life to spend on the phone and sending extra emails above and beyond the standard process. This is the first time Ive had such a horrible experience with Wells Fargo and I wont forget it anytime soon. A new executive escalation has been issued but a regulatory agency must be informed of this negligent practice. Case # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75081
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2023, I went to the Wells Fargo location at XXXX XXXX XXXX, XXXXXXXX XXXX XXXX and tried to open a bank account. I was told I need XXXX forms of id and proof of address. I gave XXXX forms of id and gave them my credit card statement with an address in XXXX. They told me since my address is not in XXXX that they will not be able to open me an account. I was also told that a credit card statement isn't proof of address. I tried to ask the manager, XXXX XXXX, and the woman at the desk, XXXX XXXX XXXX, what documents I need to prove my address and was told only a utility bill would suffice. I know that's not all that can be used so asked for the policy on what other documents I can use and was refused to see the policy because they're " internal documents ''. I've never heard of this policy before. I feel as if I was discriminated against and they made up some excuse of " internal policy '' as I was sitting there. XXXX is only a few miles from XXXX, can I not open an account in XXXX if I have a XXXX address? I'm also confused on why I was not provided a list of documents I can use for proof of address. As I got up to leave, the manager, XXXX XXXX, told XXXX XXXX XXXX, to pull up my profile. I told them I did not authorize them to pull up my profile and to close it. Why are you pulling up my profile and I did not give you permission to do so?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: While in XXXX XXXXXXXX XXXX from XXXX to XXXX, I had my XXXX, drivers license and Wells Fargo debit card stolen. I believe they stole my XXXX while it was unlocked as they were able to access online banking, XXXXXXXX XXXX XXXXXXXX and other applications in order to make several fraudulent charges. Once they had access to this information, they were also able to disable my find my XXXX, change my XXXX ID information which prevented me from remotely locating or accessing any of the information stored on the phone. I immediately contacted Wells Fargo and XXXX to report the cell phone stolen and to cancel my debit card. A week later on XXXX, I received a phone call from XXXXXXXX XXXX XXXX support in regards to suspicious activity. However, I do not own or have never inquired about opening an XXXXXXXX XXXX XXXX. I was informed that an XXXXXXXX XXXX XXXX had been opened in my name, however by filing the necessary paperwork I was able to get this Account closed. Wells Fargo continues to reject my additional information and claims around the fraudulent charges. Claim XXXX was opened and then disputed to the full amount of {$3300.00} as these transfers were made to an XXXX XXXX account that I have no access to. Claim XXXX was also opened and then disputed to the full amount of {$200.00} as this transfer was made to an XXXX XXXX account that I have no access to. Wells Fargo Credit Card Claim XXXX for XXXX Cash Advances and a total of {$2400.00}. Their rejection is now resulting in additional interest charges to my Credit Card account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27804
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please see previous case XXXX XXXX I am rejecting this response because : Wells Fargo and the staff assigned to investigate this claim have been dismissive, have attempted to gaslight me, and refuse to take any responsibility for protecting and supporting loyal customers. There has been NO transparency in conversation, and it has taken me to push these complaints to get any response. I've requested documentation of why my claim was denied, and first I was told to call a number to request the documentation, next I was told that the Escalation rep XXXX XXXX XXXX put in a request on my behalf for the documentation but it would take up to 30 days to receive. I was disconnected from a call, and was told that " the agent said you hung up ''. Also important to note, that WF did not acknowledge receipt of the initial email with supporting documents until the rep XXXX XXXX XXXX called me today and I raised it. All of this is crazy. I am a professional that works in local government. I know my rights, and all I am asking for is a thorough review of my claim and reimbursement of funds that were fraudulently scammed from me. I have spoken to others that have been victims of similar scams, and were reimbursed their funds from Wells Fargo and/or XXXX XXXX XXXX XXXX I've asked on numerous occasions to speak with a manager and was either transferred to a voicemail box with no message or disconnected. I've been a customer of Wells Fargo since XXXX, and I expect some level of respectful customer service. Why does it take 30 days for me to receive the documentation and process used to investigate my case? What is the " compelling '' evidence that WF found that supports the denial of my claim. No one has ever interviewed me or asked me about what happened. I will not accept this response until : 1 ) I receive documentation of the process and steps outlined to review my claim and reasons for denial. This includes what the " compelling evidence '' is as mention in the letter by XXXX XXXX 2 ) Review of my claim and action from Wells Fargo which would include restoration of my funds. 3 ) Apology from wells Fargo for the rude, disrespectful, condescending, and poor communication from their staff ( claims and escalation ). 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: 94121
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Issue 1 : On XX/XX/XXXX, I purchased a 1 way flight on XXXX XXXX for myself -- from XXXX to XXXX to leave XX/XX/XXXX. The amount was {$140.00} and the confirmation number was XXXX. I did not realize the ticket had gone through and a few hours later -- purchased the same exact flight ( same itinerary, passenger, etc ). That amount was {$110.00} and the confirmation number was XXXX XXXX I then cancelled the {$140.00} flight ( XXXX ) and received a cancellation email 2 hours after the initial email. So, basically, I'd purchased 2 one-way flights with the same itinerary and same passenger and cancelled one within 2 hours. PER the US Department of Transportation 's 24 hour rule -- airlines are required to issue a full refund without penalty for flights cancelled within 24 hours of purchase. For some tickets, tickets must be purchases at least 7 days before a scheduled departure. ( My flight was cancelled 2 hours after purchase and was purchased on XX/XX/XXXX -- - 7 days out. It was to depart on the XXXX. I presented all of this to Wells Fargo, included the cancellation emails and DOT 's policy. The claim was denied, citing that Visa sided with XXXX. However, when I spoke to VISA, they said they don't make decisions -- -they simply provide guidance/guidelines. Prior to contacting Wells Fargo -- I tried reaching out to XXXX. Before booking, I did not realize the didn't have a customer service hotline. I emailed them on the XXXX and got a response on the XXXX saying I wasn't eligible for a refund, but that I could get a full credit. ( THAT was a lie. ) For 1 ) XXXX charges {$99.00} to make any changes to tickets, so how was I eligible for a refund, but not a credit? 2 ) I was within DOT guideines of cancelling the flight and receiving a refund. XX/XX/XXXX -- -Wells Fargo reversed the provisional credit and asked when I askesd why, they said XXXX responded to Visa and said I didn't mean the requirements. That's all I got. DESPITE the fact that all of my booking and cancellation shows that it was within DOT 's policies. If ANYONE looks at my booking date, cancellation date and time, the departure date, and the DOT 's guildlines- it should've have been obvious I was eligible for a full refund. I have SINCE gotten in touch with XXXX via XXXX XXXX This time, they told me to file a dispute with them for duplicate purchase ( since I had 2 flights for the same person and the same dates and cities. ) After doing so -- -they then said they couldn't do anything since there was a chargeback with the bank. HOWEVER, the bank has reversed the claim. So XXXX got FOUR ( 4 ) one-way flights from me and of course, I only took 2 flights Issue # 2 : On XX/XX/XXXX, I also booked a return trip on XXXX airline ( from XXXX to XXXX ) to depart XX/XX/XXXX. The flight was scheduled to leave XX/XX/XXXX. This flight was {$160.00} and Confirmation XXXX. However, when I looked at the confirmation email that was sent -- it wasn't the flight that I booked. The times were different ( similar departure times, but the emailed flight had a 7 hour layer in XXXX and wouldn't arrive in NC until midnight. Again -- I tried to get in contact with XXXX about this change, but I couldn't. I was given form responses that I would have to pay {$99.00} change fee, despite me booking the correct flight initially. SO -- -I was forced to cancel the XX/XX/XXXX XXXX flight and book ANOTHER flight that was {$210.00} ( # XXXX ) and had the correct times. So, I filed a dispute for flight Confirmation XXXX ( which left 30 mins earlier than what I'd originally booked ) and arrived 12 hour later. In sum -- I purchased 4 one-way flights from XXXX. ( 2 for the same itinenary and cancelled one within 2 hours of purchase and 7 days of departure ). The other 2 one-ways ( same itinerary and passenger ) and cancelled one and repurchased b/c the dates on the confirmation were wrong and XXXX wouldn't fix it. I spent a total of over {$600.00} on 4 one-way flight and only took 2 and I am eligible for a refund. This was my first time flying with them, but it's been a nightmare and even more so that Wells Fargo who I've been with since XXXX is not properly reviewing guidelines.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27804
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
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: On XXXX XXXX, I authorized a Wells Fargo credit card transaction for {$2300.00}, to XXXX XXXX XXXX. I learned soon after it was a scam. They said they were a program of XXXX, but instead it's a XXXX XXXX XXXX scam. They sold me a product that doesn't exist, under the cover of a company I would recognize. I called my bank to report the scam and try to recoup my money. They denied the claim, because XXXX XXXX XXXX provided proof that I had authorized the charge. I resubmitted a claim again and again, each time giving more details, but continued to be denied. At this point XXXX months have passed, I called once again needing to understand why it was denied, and they said I should have filed a dispute claim instead of a fraud claim. So then, I called to submit at dispute claim. but they told me I was out of my time frame and there was nothing they could do. They should have told me right away to file a dispute claim, so I could have been with in my time frame. I need help getting my money back. Wells Fargo is not doing anything to recover my loss. Instead caused me XXXX months of lost time and options. It's not hard to research this company and find out they ae scamming people. I have reported XXXX XXXX XXXX to the Federal Trade Commission. Report # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A