Date Received: 2023-10-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I had fraud on my account called the bank and reported the fraud so they turn my card off. Sent me a new one now I never got a temporary credit and even if I did I had no way of spending it because I did not have a card on the XXXX I checked my account and saw that I was - {$1200.00} day tells me that oh a credit was made to your account a temporary credit for the money that was stolen out of my account, but there was never a temporary credit and they will not give me any proof to show they put it into my account. It doesnt even show on my on my online banking so now I have someone who stole my card and stole {$1200.00} and now Wells Fargo claiming that they credit me and did not and now theyre charging me {$1200.00} and XXXX. They stole my paycheck that was direct deposit, and literally making my life in shambles. They also claim to deny my claim.
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: 2023-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had fraud to my Wells Fargo account that i have had it for 39 years. I was contacted by a person saying his was a Wells Fargo agent and that I had fraud. I was dealing with my XXXX parent was not in my right mind. They took money out of my Checking account in the amount of {$6800.00}. I followed the proper protocol and had all accounts closed. I contacted the police department and filed a police report. I continued to call and was informed that they are working on it. I finally got a letter saying the claim was denied. I was told it was going the executive escalation department. Never heard back. Called today and was told that my claim was never opened back up and my claim was denied. I feel that my information was provided by a breach with Wells Fargo, for them to have my all my personal information. Wells Fargo is insured for this and they told me that I would have to do the research to get my money back. I feel as if they did not investigate properly and they are just denying all claims. I am very disappointed with Wells Fargo Fraud department. They had been extremely rude to me on each call. Big banks do not help they clients when they have fraud due to there negiliance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Repossession
Subissue: Account reinstatement or redemption after repossession
Consumer Complaint: My XXXX was repossessed after the company failed to help when I requested help in extending my payments when going through a hardship of divorce and unemployment due to XXXX. I then tried to catch up on my payments and they refused to take any payment from me, and said that my loan was in repossession status. THEY DIDN'T COME AND GET MY VEHICLE UNTIL XXXX OF XXXX! I had storage fees charged to me and everything with the repossession and having to wait so long for them to come get it. I was very displeased over this company having no sympathy in the situation and not even trying to find a solution with me. My credit was wrecked over a 2-3 month period just because life happened.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 26301
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I called in after I was under duress in an International Airport to stop/cancel a transaction for an Emergency XXXX XXXX XXXXXXXX that was made on my Wells Fargo checking account and they failed to do so, and would not help me at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On or around XXXX XX/XX/XXXX - I opened the Wells Fargo Everyday checking account with a promotion. Promotion stated that 1 ) Open an account with {$25.00} or more by XXXX XX/XX/XXXX XXXX ) Within 90 days has a direct deposit of {$1000.00} or more. Once these condition are met then {$300.00} will be deposited after 30 days period ( once 90 days period is over ) Called Wells Fargo one month to check on this cash back. I was told that 30 days period is not over. I called again today at around XXXX XXXX central time and talked to XXXX. She put me on a long hold then asked me I am ineligible as I got cash back during XX/XX/XXXX. I said that is more than 12 months back and as per the terms and conditions I should get {$300.00} cash back promotion. She said she can't tell me everything on the phone and asked me to visit the branch. I can figure out from body language and tone that XXXX is not willing to do any further home work and sending me from post to pillar.
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: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Complaint Against Wells Fargo for Mishandling of Unauthorized Withdrawal and Failure to Reimburse. I am writing to file a formal complaint against Wells Fargo regarding their mishandling of my claim for an unauthorized withdrawal of {$15000.00} and their subsequent failure to reimburse me the full amount of {$32000.00}, which includes the {$17000.00} deposit that was mistakenly processed as a withdrawal. I have requested a copy of the withdrawal slip, which raises further concerns. The slip does not have my full name written, instead, it uses an abbreviation of XXXX XXXX. Additionally, my signature is written twice on the withdrawal slip, a perplexing inconsistency. I am at a loss as to what more I can do to rectify this situation. On XX/XX/XXXX, I visited my local Wells Fargo branch to deposit {$17000.00} in cash into my account. However, due to an error on the part of Wells Fargo, my deposit was incorrectly processed as a withdrawal of {$15000.00}. This mistake has caused significant financial distress and inconvenience. To support my claim, I possess a video recording captured on XX/XX/XXXX that clearly shows me depositing the aforementioned {$17000.00} cash at the designated Wells Fargo XXXX. The video includes a timestamp, location, and date stamp, all of which confirm the legitimacy of my deposit. Upon discovering the error, Ive immediately contacted Wells Fargo 's dispute resolution department to file a claim on XX/XX/XXXX the deposit wasnt showing on banking app available balance.. Ive recently spoken with XXXX, a representative from the corporate office & her supervisor last month in XX/XX/XXXX, who acknowledged the mistake. However, it was disheartening to learn that Wells Fargo claimed they did not have video surveillance footage from XX/XX/XXXX after requesting it over a duration of 3 years, despite my possession of my own conclusive evidence. Over the past 3 years, I have diligently followed up with numerous calls and emails to Wells Fargo in an effort to resolve this issue and retrieve my rightful reimbursement of {$32000.00}. Despite my persistence, Wells Fargo has failed to take appropriate action or provide any satisfactory explanation for their inaction. I kindly request the assistance of CFPB in facilitating a fair resolution to this matter. It is evident that Wells Fargo 's mishandling of my claim and their refusal to reimburse the full amount has caused significant financial hardship and distress. I trust that your intervention will help rectify this situation and ensure that I am rightfully compensated. Thank you for your attention to this matter. I look forward to a prompt response and resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This complaint is number XXXX about the same issue and I will keep complaining till a real Wells Fargo manager provide a solution to this issue. The previous complaint XXXX XXXXXXXX was answered by a typical XXXX called XXXX XXXX WHO DID NOT PROVIDE A SOLUTION their answer was a copy and paste, this irresponsible act of those contractors who are labeled ECMOs a typical for those ECMOs who are working from the comfort oif their homes without any supervision and NOT under a management of Wells Fargo XXXX XXXX XXXX blaming the GOVERNMENT for the refusal of Wells Fargo to use my Mailing address.and for the refusal of Wells Fargo to obey the laws and regulations and my privacy rights and my civil rights. I would like to ask Wells Fargo, WHERE IS THE SOLUTION FOR MY ISSUE IN YOUR RESPONSE? AGAIN today, I receive a letter from Wells Fargo to my residential address. XXXX XXXX XXXX XXXX Wells Fargo did not understand in XXXX complaint that I do not want them to send me letters to my resident. XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This complaint is # XXXX. About the same issue. In the last 3 years I complained here XXXX times about the same issue without a resolution I AM REFILLING MY COMPLAINT HERE FOR THE 107TH TIME BECAUSE WELLS FARGO ARE STILL REFUSING TO USE MY MAILLING ADDRESS EVEN AFTER 3 YEARS AND XXXX COMPLAINT ABOUT THE SAME ISSUE. AND TODAY I RECEIVED A LETTER FROM WELLS FARGO TO MY RESIDENT. The contractor of Wells Fargo who is labeled ECMO who is working from the comfort of their home without any supervision and without any management by Wells Fargo. answered my previous complaint XXXX XXXX did not provide any solution, their answer was just a copy and paste from the previous answer of the previous ignorant. It seems Wells Fargo Are paying to ignorants to answer the customers complaints by copies and pates and they close the cases without any resolution, all are the same, Wells Fargo HAS NO ONE TO FIND SOLUTIONS FOR THE CUSTOMER 'S ISSUES. This complaint is # XXXX about the same issue. you at Wells Fargo are still denying me my privacy rights and my civil rights, Wells Fargo is still refusing to Use my mailing XXXX XXXX XXXX address as indicating on my Accounts preference and you are still sending your mail to my residential address which I have been complaining about for 3 years now and in XXXX complaints for that I have been complaining for 3 years. This is my complaint # XXXX regarding the same issue. I am refiling my complaint here and everywhere Because the Wells Fargo Contractor Enterprise Complaints Management Office is still refusing to address my complaint properly and refusing to provide a resolution for my mailing address and refusing to direct Wells Fargo 's mails to my mailing address. The answer, if so called ECMO, is just a compliment to the ECMOs that I rejected because it was not a solution. Here my complaint again reads it carefully before you answer it and I want Wells Fargo to provide a resolution not a copy and paste answer. This is my complaint # XXXX for the same issue. Wells Fargo is refusing to use my mailing address as indicated on my account preference. Wells Fargo is ignoring my rights of privacy, Wells Fargo is ignoring my civil rights, Wells Fargo is refusing to follow the laws and regulations. I have been a Wells Fargo customer for more than 35 years, in all the past 37 years my account mailing preference is a XXXX XXXX XXXX for the safety of my mail and for my privacy. Everything was fine till the last 3 years When Wells Fargo started the illegal activities and subcontracted the customer service to a company called EXECUTIVE COMPLAINT MANAGEMENT OFFICE ( ECMO ). Since that, Wells Fargo decided not to use my XXXX XXXX XXXX anymore and they start directing my mail to my residential address. In the last 3 years, I complained to Wells Fargo more than XXXX times and requested not to mail anything to my residential address but all the complaint were answered by a copy and paste standard letters even the answers to my complaint were mailed to my residential address as the previous ECMO XXXX XXXX XXXX did even when my complaint and my request is to mail to my XXXX XXXX XXXX mailing address not to my resident AND NOW AGAIN I RECEIVED A LETTER FROM WELLS FARGO TO MY RESIDENT. The Wells Fargo working from the comfort of their home employees do not read my complaints ALL ARE SIMILAR TO XXXX XXXX and XXXX XXXX they only copy and paste standard answers and mail it to my resident when in my complaints I provided the XXXX XXXX as my mailing address and I did not provide my residential address and my account mailing preference is my XXXX XXXX XXXX Wells Fargo is refusing to address my issue properly, Wells Fargo is refusing to investigate, Wells Fargo is refusing to follow the rules and regulations regarding my account mailing preference, WELLS FARGO IS REFUSING TO FIND A SOLUTION ALL I RECEIVE FROM THE CONTRACTORS CALLED ECMO ARE LIES AND LIES NO ONE PROVIDED A SOLUTION. Those ECMOs sent misleading answers and they do not even read my complaint before they answer it, The people who answer the complaints for Wells Fargo are labeled ECMOs, Those are inexperienced people who are NOT WELLS FARGO EMPLOYEES, they are working for the contractor ECMO from the comfort of their homes without any supervision not under Wells Fargo 's Management. I tried to speak to a manager or supervisor, but I was told that Wells Fargo employees who answer the complaint are working from their homes and there have no way to connect me to a manager or supervisor because they are independent contractors, they do not work under the supervision of Wells Fargo bank they are working for the contractor ECMO. So, after 3 years of complaints to Wells Fargo and everywhere, where they have authority over Wells Fargo and after more than XXXX complaints, Wells Fargo still did not address my issue properly and did not solve it and Wells Fargo is still denying me the right of privacy when I do not want the Wells Fargo bank to send the mail to my resident. and Wells Fargo is still refusing to use my XXXX XXXX XXXX address as it is indicated on my account preference. I have tons of letters from Wells Fargo as evidence that they are mailing to my residential address, especially the XXXX letters from the ECMO called XXXX XXXX who mailed it to my resident. The misleading Wells Fargo excuses for not using my XXXX XXXX XXXX are : The US Patriot Act, XXXX, The weather, The difference in time, The expansion of Wells Fargo overseas and so on. Bottom line, It seems that Wells Fargo DOES NOT have a customer service department, they have a subcontractor, it seems Wells Fargo is going down soon, and the Wells Fargo management knows it, this is why they are not putting any effort in managing Wells Fargo, they are letting it go bankrupt.and they are accepting an ( F ) by XXXX XXXX XXXX. The last contractprECMO XXXX XXXX said the solution is a secret but THIS SECRET SOLUTION THAT DOES NOT EXIST OTHER THAN IN THE MINDS OF THE ECMOs DID NOT EXIST because right after I received the attached letter from Wells Fargo to my resident. LIES DO NOT SOLVE THE PROBLEMS. TELL ME HOW YOUR LIES ARE GOING TO SOLVE MY ISSUE YOU CLOSE THE CASES AS SOVED WHEN ALL YOU PROVIDE ARE LIES AND THE ISSUE IS NOT SOLVED. I WANT THIS COMPLAINT TO BE FORWARDED TO A REAL WELLS FARGO MANAGER AND NOT TO THE CLOWNS LABELED ECMO.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: THIS COMPLAINT IS ABOUT THE NONE EXISTANCE OF CUSTOMER SERVICE AT WELLS FARGO. XXXX XXXX who answered my previous complaint is blaming the GOVERNMENT for the INABILITY of Wells Fargo to Follow the laws and regulation and my privacy and civil rights and my account preferences. I am refilling my complaints because the Wells Fargo contractor who answered my previous complaint XXXX XXXX did not address my issue and closed my complaint after sending me a copy and paste response that does not match the level and the seriousety of the issue. This contractor dealt with my issue by a joke. Here my complaint again and I am requesting that this complaint to be forwarded to a REAL Wells Fargo manager and not those irresponsible ignorants contractors that are labeled ECMOs. THIS COMPLAINT IS ABOUT THE NON EXISTENCE OF WELLS FARGO CUSTOMER SERVICE AND ABOUT CONTRACTOR COMPANY OF CUSTOMER SERVICE WHICH IS CALLED ECMO. ( Enterprise Complaints Management Office ). For the past 3 years and by 108 complaints till now trying to get WELLS FARGO BANK to respect my privacy rights and my civil rights by following my account mailing preference by directing all my mail to my XXXX XXXX as indicated on my account but I did not succeed to penetrate the thick XXXX ( if it exist ) of the WELLS FARGO employees. I am filing my complaint here for the 10th time and I am requesting those XXXX Called ECMOs to forward my complaint to a real Wells Fargo manager . And not to who are called ECMOs. The Executive Complaint Management Office ( ECMO ) is NOT WELLS FARGO BANK. This company is a contractor who is supposed to take care of the Wells Fargo customers Complaints and provide resolutions, but instead, this company ECMO send the complaints to their sub-contractors, employees who work from the comfort of their homes without any supervision and NOT under WELLS FARGOs control. My last complaint here was closed as solved by an ECMO called XXXX XXXX it was about a ECMO WHO MAILED XXXX LETTERS TO MY RESIDENTIAL ADDRESS WHEN THE ISSUE OF MY COMPLAINT IS ABOUT WELLS FARGO REFUSING TO USE MY XXXX XXXX MAILING ADDRESS. This ECMO who is working from the comfort of their homes without any supervision answered my complaints by not providing any solution to my complaints but this ECMO COPIED AND PASTED the answers of the previous contractor XXXX XXXX WHO ANSWERED MY PREVIOUS COMPLAINT WHO provided a lot of complements to herself as ECMO and the rest of the ECMOs the good job she is performing as ECMO and by telling me that she and all the ECMOs are highest WELLS FARGO position, most intelligent most trusted at Wells Fargo XXXX but the action of the ECMOs indicates the opposite. Here some of what this ECMO said in writing in her response to my complacent number XXXX : 1- The concern of the distinction between mailing and physical address has been sent for review to upper management. The outcome of this review is proprietary and confidential ( IT MEANS NO SOLUTION, The solution is invisible, it is secret ). 2- Should this occur again in the future, please either give us a call. ( Well I have been contacting you about this same issue for 3 years and in more than 104 complaints. Do you think I need you to tell me to complain more if this continues? Is the solution you are providing for my issue? ) 3- This is not a matter of the branch manager knowing how to complete a task. Keep in mind as a financial institution, we have multiple checks and balances around accounts, account opening, and products offered. This was the answer of ECMO working from the comfort of their home answering my complaint about a manager who was setting me up to get me to sign in for a new account against my will when all I REQUESTED FROM HIM is to renew an ATM card and my complaint has nothing to do with checks or accounts opening. But I am glad this ECMO informed the public that the WELLS FARGO MANAGERS DO NOT KNOW HOW TO REORDER AN ATM CARD. 4- This ECMO working from the comfort of their home wrote in her answer to my complaint : we are highly regulated by agencies and laws meant to keep customers safe. This is not meant as a sales tactic or a way to try and pressure you into a product you do not want or need. ( WELLS IF YOU FOLLOW THE LAWS THEN WHY DO YOU STILL DIRECTING YOUR MAIL TO MY RESIDENTIAL ADDRESS AND YOU ARE REFUSING TO USE MY MAILING ADDRESS? ) Your statement is misleading. 5- This ECMO Seems to be out of her mind when in her answer she discussed the Lack of Appointments Available Which it was not in my complaint. It seems she was just copying and pasting answers from her screen. 6- This ECMO stated : Wells Fargos Company rating with the XXXX XXXX XXXX and overall public image is something we are aware of. ( It seems that WELLS FARGO HAS NOTHING MORE TO OFFER AS THEY ARE AWARE THAT WELLS FARGOS RATTING AT THE BETTER BUSINESS IS ( F ) and WELLS FARGO IS STILL HIRING THIS ECMO COMPANY TO DEAL WITH THE PUBLIC!! I advise Wells Fargo to reconsider their decision about those so-called ECMOs. 7-We reviewed your concern around not offering an email address or a digital portal for customers to submit complaints. We are looking into this. ) WELLS FARGO IS THE ONLY BUSINESS WHO DOES NOT HAVE AN EMAIL FOR THEIR CUSTOMER SERVICE BECAUSE WELLS FARGO HAS NO CUSTOMER SERVICE BUT HAS SO CALLED ECMOs WHO ARE HIDING IN THEIR HOMES WITHOUT ANY SUPERVISION AND ACT LIKE CUSTOMER SERVICE BUT THEY ARE NOT WELLS FARGOS CUSTOMER SERVICE. THEY ARE THE CUSTOMERS HEADACHES. TO MY KNOWLEDGE FOR 3 YEARS AND WELLS FARGO IS BEEN LOOKING INTO IT! 8- This working from the comfort of their home ECMO stated in the reply : we can not provide details of the investigation or its outcome to our customers as that breachs privacy laws. ( WELLS WHAT ABOUT MY PRIVACY RIGHTS ARE YOU BREACHING THE PRIVACY LAW EVERY TIME YOU ARE SENDING YOUR MAIL TO MY RESIDENT INSTEAD OF DIRECTING YOUR MAIL TO MY MAILING ADDRESS AS INDICATED IN MY ACCOUNT PREFERENCE AND AS I HAVE BEEN COMPLAINING ABOUT FOR 3 YEARS IN MORE THAN 104 COMPLAINT? ) Your statement is misleading again. 8-This working from the comfort of their home ECMO stated : Wells Fargo employees are to adhere to strict privacy policies, including handling customers ' private information regardless of working from home or in the office. ( HOW DO YOU KNOW THAT? IS THERE ANY SUPERVISOR OR MANAGER WATCHING WHAT YOU AS ECMOs ARE DOING AT HOME? IS THERE A SECURITY WHO IS GUARDING YOUR COMPUTERS FROM BEEN LOST OR STOLEN OR BEEN USED BY YOUR FAMILY AND FRIEND? IS THERE ANY GUARANTEE THAT WHO ARE ANSWERING THE COMPLAINT ARE REAL EMPLOYEES OF WELLS FARGO AND NOT THE RELATIVES AND FRIENDS OF SO CALLED ECMO WHO ARE NOT FORKING UNDER THE WELLS FARGO MANAGEMENT AND NOT BEEN SUPERVISED BY ANY ONE THIS IS WHY I was told by you the ECMO that you do not have supervisors or managers every time I request to speak to a supervisor. I dare you to provide me with a name and phone number and an email of a REAL WELLS FARGO supervisor or manager.OR YOUR STATEMENT IS MISLEADING ALSO. IN YOUR ANSWER TO MY COMPLAINT YOU STATED YOUR OPINION ONLY AND NOT THE CUSTOMERS OPINION AND YOU PLACED YOUR OPINION OVER ALL THE WELLS FARGO ; S CUSTOMERS OPINION ABOUT THE SO CALLED ECMOs and the Wells Fargo customers service that does NOT EXIST. 9- This ECMO answered my complaint about no manager or supervisor existing at Wells Fargo by stating : we recognize your concern about being informed there was no management that you could speak to with regards to your concerns. Understand that Wells Fargo Employees who respond to agency complaints, are the highest form of escalation at Wells Fargo. These employees work in the Enterprise Complaints Management Office. ( the answer of this ECMO CONFIRMED WHAT I WAS STATING FOR 3 YEARS THAT THOSE ECMOs ARE WORKING FROM THE COMFORT OF THEIR HOMES WITHOUT ANY SUPERVISION OR MANAGEMENT. ) 10- This ECMO stated in their answer : A manager did attempt to reach out to you on XX/XX/2023 and left a voicemail at the phone number we have on file. ( ISNT XXXX FROM A MANAGER TO CONTACT ME BY PHONE WHEN I REQUESTED ALL RESPONSES AND CONTACT TO BE IN WRITING? ). DID YOU ARE YOUR SO CALLED MANAGER RAD MY COMPLAINTS TO THE END? IF YOU DID THEM YOU SHOULD HAVE READ THAT I STATED AT THE END OF EVERY COMPLAINT THAT NO PHONE CALLS ARE ACCEPTED, ALL CONTACTS WITH MRE MUST BE IN WRITING BECAUSE FROM MY EXPERIENCE WELLS FARGO EMPLOYEES DO NOT TELL THE TRUTH. DID YOU READ THAT OR YOU DID NOT? I AM FILING MY COMPLAINTS AGAIN BECAUSE OF THE MISLEADING STATEMENTS IN THE RESPONSE AND BECAUSE YOU DID NOT PROVIDE A SOLUTION FOR MY ISSUE AND YOU DID NOT ANSWER MY QUESTIONS REGARDING ABOUT THE BRANCH MANAGERS BEHAVIOR. NOTICE : NO PHONE CALLS ARE ACCEPTED ALL RESPONSES MUST BE IN WRITING EMAILS OR MAIL BECAUSE IN MY EXPERIENCE, THE WELLS FARGO EMPLOYEES DO NOT TELL THE TRUTH.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This complaint is number XXXX, I am re-filing my complaint because Wells Fargo is still refusing to answer to the questions in my complaint and refusing to investigate. Because the previous XXXX XXXX XXXX who is working from the comfort of their home without any supervision and are labeled Ecmo, REFUSEDE to address my complaint and REFUSED to answer the questions in my complaint and REFUSED TO REQUEST an investigation about this issue and ALL THIS ECMO DID IN XXXX ANSWER IS COPIED AND PASTED the answers of the previous ignorant Ecmo This proves how XXXX XXXX ECMNOs are. for that I am refiling complaint for the XXXX time. This complaint is # XXXX ABOUT THE SAME ISSUE, against the same branch XXXX and AGAIN Wells Fargo failed to respond PROPERLY, HONESTLY AND CLEARLY TO MY COMPLAINT AGAINST the BRANCH XXXX WELLS FARGO 's XXXX lack of responsibility and lack of knowledge on how to deal with such issue is demonstrated by the response provided Wells Fargo here. The Wells fargo employees who are answering the complaint are working from the comfort of their homes without any control from a Wells Fargo XXXX and without any supervision and the response of Wells Fargo here is null and demonstrates the unprofessionalism of the Wells Fargo XXXX employees and their disrespect to the customers and to the CONSUMER FINANCE PROTECTION DEPARTMENT. For that I re-filed a new complaint here hoping that Wells Fargo will open their eyes and ear to my complaint and do the necessary investigation and answer the questions in this complaint properly. and not telling me the answers to your question is a secret we can not share it with you and so is the invisible investigation. AND MY RESPONDING THAT THE BRANCH XXXX CAN NOT ORDER AN ATM CARD AND CAN NOT INFORM THE CUSTOMERS THAT THEY CAN ORDER THE ATM CARD BY PHONE AND ONLINE!! Did the XXXX XXXX XXXX who answered the previous complaint # XXXX about this issue really thought The customers would believe her previous answer to this complaint!! here is my complaint # XXXX XXXX XX/XX/XXXX, at XXXX XXXX. was the first time I entered a Wells Fargo branch since XXXX. At my visit to branch # XXXX in XXXX, CA, I was the only customer at the branch. I found out that my ATM card was expired, I requested from the teller employee at the window to order my replacement ATM card, the employee requested help from the BRANCH XXXX, who, after looking at my account, told me that he can not order the ATM card from his computer and that in order for me to order a new card, I MUST MAKE AN APPOINTMENT AND SIT WITH A BANKER. He then proceeded to tell me that no appointments are available soon, but he can put me on a waiting list and get me to meet a banker faster than making an appointment. which I found it ODD because I have been with Wells Fargo for more than 35 years and I have renewed my ATM cards before at the teller window. Usually, they want you to sit with a banker to try to convince you to open more accounts that you do not need and to make investments that profit the bankers. I want from Wells Fargo answers to my questions, to verify if Wells Fargo is turning to a circus or is it still a financial institution XXXX WHY THE XXXX AT THE BRANCH TOLD ME THAT I NEED AN APPOINTMENT TO SIT WITH A BANKER JUST TO RENEW MY ATM CARD? It must be a hidden reason behind it that benefits the banker. XXXX DOES THIS XXXX THINK I AM STUPID TO TELL ME THAT HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? XXXX HOW COME WHEN I WENT OUTSIDE OF THE BRANCH AND CALLED CUSTOMER SERVICE XXXX THE CUSTOMER SERVICE RENEWED MY CARD IN XXXX SECOND PHONE CALL? XXXX WHY THE XXXX OF THE BRANCH DOES NOT HAVE EXPERIENCE AND DOES NOT KNOW HOW TO RENEW AN ATM CARD? XXXX WHY THIS BRANCH XXXX DID NOT TELL ME THAT I CAN ORDER THE REPLACEMENT ATM CARD ONLINE AND OVER THE PHONE? XXXX IS WELLS FARGO HIRING MANAGERS FOR THE BRANCHES WITH NO EXPERIENCE SIMILAR TO THE ONES WHO ANSWER MY COMPLAINT AND THE ONE WHO TOLD ME HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? XXXX WHY WELLS FARGO XXXX REFUSING TO INVESTIGATE THIS POSSIBLE MISCONDUCT? I am not getting answers to my questions even after re-submitting my complaint more than XXXX times in the last 4 months because Wells Fargo contracted the customer service duty to a company called XXXX XXXX XXXX XXXX ( ECMO ). This company XXXX employes are without any banking experience to resolve the customer 's issues, Those employees are labeled XXXX.are Working from the comfort of their homes without any supervision and NOT under the Wells Fargo management they are independent contractors. their responses are just a copy and paste of generic replies that they send to everyone or a vague response as the response I received for complaint # XXXX The XXXX working from the comfort of their home Refused to address my complaint properly and they switch the case from a case against the XXXX to a case against the window teller employee or about opening a new account or about checking and saving or about lack of appointments which I am not complaining about. Those Employees of the contractors ECMO, refused to forward my complaint to a REAL Wells Fargo XXXX, and refused to answer and investigate my complaint. I was told in writing by the Wells Fargo 's contractors ECMOs that Wells Fargo has no email or website for online complaints and has no managers or supervisors and that was confirmed by the last response of the XXXX XXXX as they think they are the highest level in Wells Fargo or they are the XXXX ay Wells Fargo and no magers above them. So the Customers like me find no XXXX Wells Fargo site to complain but here. Notice : because in my experience, Wells Fargo Employees do not tell the truth. You can reviews the security cameras at the branch to verify that the branch was empty of customers except myself and XXXX tellers at the windows had nothing to do and the XXXX was telling jokes to the employees. XX/XX/XXXX, at XXXX XXXX What do you expect from this bank who does not even have an email address for their customer service in this XXXX Century! I WANT THIS COMPLAINT TO BE FORWARDED TO A REAL WELLS FARGO XXXX AND NOT TO THE CLOWNS LABELED ECMO. NOTICE : NO PHONE CALLS ARE ACCEPTED ALL RESPONSES MUST BE IN WRITING EMAILS OR MAIL BECAUSE IN MY EXPERIENCE, THE WELLS FARGO EMPLOYEES DO NOT TELL THE TRUTH.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I received notification via text from my bank, Wells Fargo, that my banking account had " unusual activity '' and had been overdrafted, when I went to the app on my phone to check ( I did not click on any links in the text message ) I saw that two EXTREMELY large-sum transactions had been posted to my checking account. One was already approved by Wells Fargo despite the fact that I did not have the funds in my account to cover the amount of the transaction in the sum of {$1700.00}, and a second attempt a few minutes after ( the sum which triggered a notification from Wells Fargo ) in the amount of {$1400.00} from a business I've never done any business with, a company called Gametime Tickets. I immediately turned off my card via the Wells Fargo application and called Wells Fargo to report the fraud the moment I got their text message and saw the transactions. They started an investigation but it was a holiday weekend and it was late Friday afternoon and I was told that I would have to wait up to 10 business days for my money to be returned to me! I am a 100 % totally and permanently XXXX veteran with XXXX I told the woman ( XXXX XXXX? ) on the phone, I also asked what am I supposed to do? I can not use my card because you've XXXX it and now I have a $ XXXX negative balance in my account. She said she understood that I was upset but that was just how it is ( not in those exact words )... I told the woman, I don't even know what XX/XX/XXXX in XXXX XXXX ( I live in XX/XX/XXXX ) is and I have never done any business with this company. She didn't care except to say it would be investigated, I asked for a claim number as she was trying to conclude the conversation without providing me with that information. I also asked her if it would be possible to call this Gametime with her on the line so that we could figure out what is going on here and she stated she would not be allowed to be on the line ( I do not know how that is Wells Fargo 's policy, I've had similar fraudulent purchases made in the past several years ago through XXXX and I was able to get a customer service rep on the phone from Wells Fargo AND XXXX at the same time ). Now, that is to the best of my recollection how that conversation concluded, obviously there is a recording of our conversation that is evidence. After that conversation concluded I texted my wife to tell her all about it. I did call XX/XX/XXXX, the XXXX woman on the phone interestingly asked if I had an account, I told her I definitely did not ( I'm sure this conversation was recorded as well ). WHILE I was talking to her she asked me for certain information and WHILE I WAS ON THE PHONE WITH HER I got an email saying " congratulations, you're in '' in the headline... SHE MADE AN ACCOUNT FOR XX/XX/XXXX FOR ME WHILE I WAS ON THE PHONE!!! She asked if anyone else had access to my card or had my permission to use it I said, " No, no one '' ... She said she would ask a manager or supervisor ( something of that nature ) and then after some time came back and said, " it looks like it was a legitimate transaction '' OF COURSE THEY ABSOLVED THEMSELVES OF RESPONSIBILITY!!! It is an identity theft situation, of course the information that was used to by this fraudster/criminal matched my information! It is presently being investigated by the Federal Bureau of Investigation ( FBI ) and the XXXX XXXX XXXX XXXX Department, which is the county in which I reside. I didn't know that I could or needed to file a police report at that time, in XXXX, and believed it was in the hands of my bank which I naively believed I could trust and there was no further action required. On either Tuesday or Wednesday of the following week they [ Wells Fargo ] did put what they called a " temporary '' credit into my account until they could conclude their investigation. I received no other correspondence from Wells Fargo asking for more information etc. from me except to tell me periodically that they were " still conducting the investigation '' ... NOW, today XX/XX/XXXX I have just received a letter stating that they have " concluded their investigation '' and they state that " Based on information you provided and additional information from the merchant, we found the charges were made by you or someone who had your permission '' ... I provided no information nor did they ask for any from me, nor supportive evidence for my claim during their investigation for nearly 2 months. They were, however, as of my conversation with a woman XXXX XXXX at XXXXXX/XX/XXXX, XXXX XXXX, XXXX ) in the fraud dept at Wells Fargo able to provide me with the IP address of the device on which the criminal, fraudulent purchases were made ( I can provide ) which is not my IP address nor from my ISP. It was a XXXX business customer and purchased through what appears to be a XXXX Wireless device... The mailing address to which the tickets were delivered, which appears, via a XXXX maps search, to be the XXXX XXXX XXXX XXXX XXXX. The person who made these fraudulent transactions purchased initially ( for the sum of {$1700.00} ) 4 seats for an XXXX XXXX and XXXX football game for XX/XX/XXXX... I actually received an email with that information in it which I just saw today at the prompting of XXXX from Wells Fargo to look into my XXXX. I am hoping that you all would be able to pursue this to the point that y'all would be able to find this individual or individuals by obtaining their whereabouts via their IP address and mailing address as well as obtain the security camera footage from XX/XX/XXXX from the football game when those individuals picked up the tickets or went through the entrance at the stadium in XXXX XXXX Please help, as I have stated I am a 100 % totally and permanently XXXX veteran with chronic XXXX and the letter from Wells Fargo states that on XX/XX/XXXX they are going to reverse/remove the credit of {$1700.00} which should have never been taken out of my account to begin with. As a 100 % totally and permanently XXXXXX/XX/XXXXveteran of the United States XXXX XXXX who served in XXXX and joined the XXXX XXXX on XX/XX/XXXX, I have severe, chronic XXXX related to my service, that XXXX precludes any desire and or the attendance to any such events. I am nearly completely homebound. I really do not want to have to take this to litigation and contact the media to make a headline in order to resolve an issue that should have been properly handled in less than a business day considering they have access to all of my purchasing history, who I do business/transact with, where I go when purchasing and my whereabouts each time I sign into my Wells Fargo app or online on my desktop computer. For nearly 20 years I had this checking account and never have I ever made any purchases for sporting events or sporting tickets. THEY KNOW THIS! Nothing about this adds up with my account 's history. They have severely mishandled an identity theft situation which is a Class C felony carrying a sentence of 20 years imprisonment and a fine up to {$250000.00}, the ends which I am pursuing with federal and local law enforcement for the person or persons that engaged in this fraudulent activity. Wells Fargo has placed me in a situation where I am going to have to forgo my weeks counseling services, be unable to afford my prescriptions which I NEED, and be unable to pay bills. " Wells Fargo Defrauding XXXX Veterans to hedge their losses because of their own inability to protect their customer 's assets and liquid assets from criminals despite knowingly facilitating and protecting felonious activity ... '' I have also written an email to XXXX XXXX to escalate the resolution and so far to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A