Date Received: 2023-11-03
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: My Wells Fargo credit card was hacked so a new card was issued. The old card had an end of cycle balance of {$570.00} ( XXXX XXXX ). I paid my account balance in full, INCLUDING the previous balance of {$570.00} with a payment to Well Fargo of {$2400.00} on XXXX XXXX. In spite of the previous balance being paid in full, the {$570.00} previous balance was transferred to my replacement card on XXXX XXXX. I spoke to XXXX different people at Wells Fargo by phone with no resolution. They forwarded it to their " Escalations Representative '' who claims to have called my wife this morning, but we have no record of any such phone call. He closed the case XXXX hours later with no further attempt to contact me. They had my phone number available as well as my wife 's number. I am quite frustrated at Wells Fargo 's failure to resolve such a simple issue, their attempt to double bill me, and their failure to contact me before closing the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85718
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Trouble during payment process
Subissue: Lien release
Consumer Complaint: On XX/XX/XXXX I called and requested a payoff for a lien, that I was told was recorded on my title for {$5000.00}. I was not previously aware of this lien until another bank brought it to my attention. Wells Fargo then gave me a payoff for my full mortgage of {$86000.00}. They are unable to give me a payoff for the {$5000.00} because when I refinanced my home a couple of years ago in XXXX, we refinanced {$92000.00} and rolled the {$5000.00} ( which I was told was closing costs and taxes on my mortgage ) into the mortgage so that we were then paying off {$98000.00}. This is the balance my current mortgage started with. At this point it appears that Wells Fargo rolled the {$5000.00} into my mortgage and at the same time filed a mortgage GAP lien on my title for {$5000.00}. I am currently approved for a HELOC loan ( by a different bank ) for needed home repairs but am unable to close because of this lien and Wells Fargo 's inability to provide a payoff statement. I have attempted to resolve this with Wells Fargo but they have not acknowledged my complaint beyond giving me a case number. I have been bounced around between departments and customer service workers while no one will give me any information or a written acknowledgment of my complaint. I have left messages and requested phone calls back, which have not happened or a random department will call and say they can not help me. They have been less than helpful. I am currently suffering a hardship because I am under a time constraint to close on my HELOC to pay for my home repairs and it is currently looking like I will not be able to do that and don't know how I will pay these bills without the HELOC - Which was approved but can not be closed upon due to Wells Fargo 's error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX has taken {$45000.00} from my checking account. I called both XXXX and wellsfargo to dispute to claim a fraud. Wellsfargo denied my dispute saying it is not fraud. I never had any account from XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: XXXX XXXX I call and they said they owed me {$1200.00} they would mail me a check I called them again and they said a check was mailed on XXXX XXXX I havent received a check Now if I cancel the check they can reissue a check but it will take 45 to 60 days
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75093
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX at XXXXXXXX XXXX I received a phone call from a Wells Fargo representative saying there was a suspicious transaction with my debit card in Georgia. I told him Im not in Georgia and I live in California. He then told me I was going to receive a new debit card within 7-10 days and that it was going to be shipped to my home address in California. I asked if he could add it to my XXXX XXXX because I was going on a trip to XXXX California on XX/XX/XXXX, he said he did, but to access and use I would need my physical card to enter in my security code. I then called again that night just to see if my card could be expedited some how and the representative I spoke with said unfortunately because the card was already processed to be shipped I couldnt make any changes. XX/XX/XXXX I received a notification on my Wells Fargo app saying my debit card was shipped and it Was shipped to an address in NEW YORK. ( I live in California ). I then called Wells Fargo fraud department that day and they told me that message was a mistake because my card was sent to my home address in California. XX/XX/XXXX I got a phone call saying they are Wells Fargo and that there was fraud on my account. I checked my account and I was wiped out {$2700.00}. I called Wells Fargo fraud department, and told them the story how on XX/XX/XXXX I got the initial phone call for fraud and was sent a new debit card. I then told them I called to raise concern about the New York address. The senior analyst I spoke with said that it was a one time address change. I never requested an address change nor did I ever receive my debit card, so the employee initially helping me must have made that change without my consent. I called XXXX to follow up on my claim and they said it was denied, due to my card being physically put in an atm machine. I then spoke with another senior analyst about my issue And had concerns about my card never being shipped to my physical address, he was unaware of the issue as he said that it was not written anywhere.. dont you think banking fraud analysis write up everything a customer is saying in full detail? All calls are recorded and monitored so shouldnt they be able to look into all phone calls? Wells Fargo is hiring people who are making fraudulent activities to peoples accounts. Now Im negative, while having a family to feed and bills to pay
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95209
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Direct deposits are not showing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76262
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On the date of XX/XX/XXXX I was approved for a provisional credit ATM claim of {$200.00}, this process involved me filing an ATM claim a week prior, but on the same day it happened, which is that I counted the money three times over and had the exact amount written down, but after depositing the amount I realized it was {$200.00} short and was shocked because since this ATM can not handle more than 20 items at once I figured it would hand me back the money or send me a text of the deposited amount afterwards but neither of which took place, so I took action and called the claims department at wells fargo stating there has been an error with their machine and that there were multiple previous complaints on this machine from neighbors and this was my first time experiencing trouble that involved it not counting money correctly, I was promptly informed that they would investigate and handed me a provisional claim of {$200.00}, at first this kept me satisfied and happy with the service, but not even 2 months later they had did a reversal without informing me as to why such action was done. I later called that day and asked them to provide me with documentation for proof to why the claim was allowed to be closed and reversed. Before this reversal even took place the ATM machine was promptly replaced shortly after my ATM claim was given, giving me comfort that these troubles would not occur again for me or anyone making a deposit, but after explaining this to the operator and my concerns she was rude and said there was nothing to be done and the ATM machine being replaced was a mere coincidence, hearing this short response in a resentful tone was highly unprofessional of her and her overall demeanor was still rash in further stating that there was proof already sent out to me. It has been well over one month with no proof received, so I reached out to my neighbor who suggested I file a complaint with CFPB and get this sorted out since the bank departments are reckless in talking with clients who have been a customer with them for a number of years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 183XX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had a account with Wells Fargo in XXXX to XXXX and they closed it after I was a victim of fraud and they acted like it was my fault a hacker hacked my account and then spent XXXX dollars of my money and I tried to get it back and they refused to reimburse me my money after I was supposed to have protection from this stuff
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
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 had a XXXX subscription through XXXX that I canceled on XX/XX/XXXX ; I have email confirmation from the merchant that the subscription was canceled on this date. Since then, I was charged by the merchant three times for {$9.00}, once on XX/XX/XXXX, again on XX/XX/XXXX, and again on XX/XX/XXXX. I reached out to XXXX multiple times, who on each occasion have assured me that I do not have an active subscription and that I should not have been charged. Since I should not have been charged here on XX/XX/XXXX ( Dispute Number : XXXX ), XX/XX/XXXX ( Dispute Number : XXXX ), or XX/XX/XXXX ( Dispute Number : XXXX ). I contacted Wells Fargo by phone several weeks ago and requested that they block this merchant from charging me further since Ive made many additional attempts and requests to the merchant ( XXXX ) that they stop charging me, but I continue to get charged every month. Wells Fargo continues to deny these disputes and continues to deny my request to block this merchant from charging me, even though I have on each occasion provided more than sufficient documentation to substantiate each dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 185XX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: I hold a Wells Fargo Everyday Checking account with Wells Fargo Bank ( WFB ). There used to be no service charge associated with the account, but I was provided with advanced notification that moving forward, there would be a {$10.00} service charge which could be avoided if any I have one of the following each fee period : Minimum daily balance {$500.00} Total amount of qualifying electronic deposits {$500.00} Age of primary account owner XXXX - XXXX Account is linked to a Wells Fargo Campus ATM Card or Campus Debit Card I opted to avoid the service fee by maintaining a {$500.00} minimum balance. During the month of XXXX, I transferred funds between my XXXX accounts and then made a XXXX payment. For some reason, the XXXX payment processed before my transfer credited the above-mentioned account which caused my account balance to fall below the {$500.00} minimum requirement. I found the transaction order to be odd, but did not question it. On XX/XX/23, my account was charged a $ XXXX monthly service fee since my balance fell below the required {$500.00} minimum daily balance. When I realized that, I transferred an additional {$10.00} to the account to ensure my balance would at least be {$500.00}. I reviewed the requirements and fully understood that it was the daily balance that needed to be {$500.00} or greater. On XX/XX/23, I was charged a {$10.00} service fee for the fee period of XX/XX/23 - XX/XX/23 due to the fact that my daily account balance each day during that period was not always {$500.00} or greater. The lowest my balance was during that period was {$490.00} which was a result of the {$10.00} service charge that debited my account on XX/XX/23. Again, I transferred funds to cover the {$10.00} in XXXX, once I realized that the account had been charged. The issue I am having is that I logged into my online banking on XX/XX/23 and saw the {$10.00} service charge imposed on XX/XX/23. Because of the fee on XX/XX/23, my balance was {$490.00} on XX/XX/23. Because my balance dropped to {$490.00} on XX/XX/23, I will now get another {$10.00} service charge in XXXX since I did not meet the {$500.00} minimum requirement all days in XXXX. I understand that while WFB may not be able to modify the statement cycle, it seems wrong that one month 's service charge is prompting another month 's service charge. It feels like a lose lose situation for the consumer. I contacted WFB on XX/XX/23 and spoke with a representative named XXXX. I explained the issue and she stated that she understood, but nothing could be done. She then stated that she could read me the various ways to avoid the monthly fee, but I told her I fully understood the various ways. I reiterated that the fee issue seemed predatory since one month 's fee was the only thing driving the next month 's fee. XXXX stated she could waive my XX/XX/23 and my XX/XX/23 service fees, but she could not do anything about the fee that will debit my account on XX/XX/23. It really bothers me that after the XX/XX/23 service fee was charged, I read into the service fee waiver requirements again and fully understood them, but yet I can not get out of this fee pattern. The fact that the fee hits at the end of the month at a time that is unknown to me limits the time I would have to log into online banking to transfer funds to bring the account balance high enough so the balance at the start of the following month does not dip below {$500.00}. It seems as though XXXX 's current ways drives more fee income and does not have the consumer 's best interest in mind.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95060
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A