Date Received: 2023-10-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I visited Wells Fargo ATM on XXXX XXXX XXXX XXXX XXXX, CA on XX/XX/2023 to draw a {$1000.00}. The initial attempt was failed to draw the money due to an error. I received help from a local associate for withdrawal. After she did something on her tablet, I was able to draw {$1000.00}. On my account transaction history, I noticed two transactions of {$1000.00} and disputed it with the bank. But bank still says there are two transactions of {$1000.00} each which is not true. I requested camera/video evidence to confirm the action but denies the request by saying video evidence won't be used for such incidents.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95391
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 company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Please delete this account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30327
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 purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Dear CFPB, I am writing to express my dissatisfaction with the way Wells Fargo has handled my disputes. They have intentionally made the process difficult and delayed resolution, ultimately resulting in transactions remaining unresolved for over 120 days, some of which have not even been submitted as disputes. I am providing the following claim IDs for your reference : XXXX XXXX XXXX I urge the authorities to oversee this matter and hold this bank, which is clearly neglecting consumer rights, accountable for its actions. Sincerely, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78626
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 was on the beach surfing and my car was broken into. My wallet and phone were stolen. I was able to get home and see that the thieves were racking up charges to my 2 Wells Fargo debit cards and XXXX XXXXXXXX XXXX XXXX. I called both companies and blocked the cards right away. XXXXXXXX XXXX XXXX had $ XXXX charged on it at XXXX XXXX but XXXX returned the money to be within 2 days after their investigation. My two Wells Fargo cards had {$14000.00} and {$9100.00} charged to it at two different XXXX. I explained everything to Wells Fargo and provided them with two different police report numbers. I made one about the theft to XXXX and then I made another one with my local XXXX XXXX XXXX PD regarding the actual charges to the cards ( Identity Theft ). Wells Fargo for over three weeks has been giving the run around. They take 10 days after every time I call to come back with the result that it was " authorized purchases ''. The thieves had my phone and wallet with ID. It was not me and definitely not authorized by me. Wells Fargo provide me with no information why they are declining me. I tried calling so many times. They told me I have to provide them with more information if they want the case to be reconsidered. All I can give them is my police reports. One operator even told me I need to contact XXXX and get video evidence. I tried and obviously the store would not provide me with that information without a court order. I have been with the bank since XXXX. I have three accounts with the bank including XXXX XXXX. I have a high paying job and even use the bank to buy Treasury Bills. I have never used those cards for purchases in the past. It just makes no sense for me to defraud the bank for some reason. Wells Fargo would not connect with with anyone who can give me answers. I wrote emails but I get nothing. I called every day. They just say " You can appeal again '' and it just starts the process of rejection again. I attached XXXX police report for stolen items. The XXXX XXXX XXXX, CA PD report number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90292
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Since I have applied for a Home Loan Modification Request with Wells Fargo Bank last year XX/XX/XXXX, I have had nothing but Series of Delaying Tactics from Wells Fargo Bank and Administration to process this request. I have submitted all the documents required each time as requested only to find out they are never satisfied and they keep requesting for more new documents each time for almost 1 year! The latest request was dated XX/XX/XXXX and XX/XX/XXXX. All documents requested have been submitted to Wells Fargo Bank and Administration. They threaten to remove my Home Loan File from the " Modification Attempt '' by XX/XX/XXXX and Foreclose our Home with my XXXX son. Wells Fargo Bank continues to be unreasonable and intimidating consumers like myself. I have sent several requests respectfully for your kind assistance to help me and my family with this extremely long modification process to please process as soon as possible. I feel that my family and I are being discriminated and retaliated upon because of our National Origin as Filipinos. Wells Fargo Bank and Administration is going to Foreclose my home like it happened to me in XXXX as with several homeowners in California and the USA. Sadly this big institution continues to hurt consumers like myself who are simply trying to keep our home affordable. Wells Fargo Bank and Administration are retaliating because I have filed many Federal Government Complaints since XXXX. I will have no choice but contact the National and local medias like XXXX 60 Minutes or 7 on Your Side regarding this Discrimination and Retaliation. Did the Wells Fargo Bank and Administration and their Law Firm make XXXX XXXX XXXX, the Home Mortgage Specialist purposely send me an email ( XXXX ) threating to terminate the Home Loan Modification request? How SAD that such an injustice is being done to us. Recently the US Govt. announced a new Federal Program " The Homeowners Affordability and Financial Stability Plan ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94080
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: Good morning, I am reaching out in regards to this provision that applies to those with auto loans where payments were not applied correctly and might have resulted in higher interest or late fees, as well as wrongful repossessions. It also applies to those that paid for GAP coverage ( covering the full loan after accidents or theft ) when Wells Fargo didnt refund money in some cases, as in when the loan was paid ahead of time. Thank you. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 840XX
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: My debit card information was stolen and used in 4 different unauthorized transactions totaling {$8100.00}. I immediately called Wells Fargo to dispute the charges and was told the investigation would take 10 business days to complete. After waiting to hear from Wells Fargo with no update I called and was informed my fraud claim was denied and I was responsible for the charges. I then went and filed a police report with the City of XXXX in South Carolina. Case number is XXXX. I then went to my the local branch where I was informed that Wells Fargo would not reopen the investigation with no clear reason given why and that my only avenue would be to file a complaint. I never received fraud alerts on these amounts for approval. I called one of the websites that was used to steal my money and they informed me that they had already closed the account that was used in the transaction due to fraud and to have my bank contact them to resolve the issue and Wells Fargo refuses to do their part, after having an investigation open into my account for 10 business days they never even contacted the locations that were used to make these fraudulent transactions and basically told me that its my fault that someone stole my money out of my account and they will not do anything about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29505
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: Struggling to pay your bill
Subissue: Problem lowering your monthly payments
Consumer Complaint: Wells Fargo disputed some charges that I asked them not so I had to pay again. These charges were from XXXX ( {$1100.00} ) and XXXX XXXX XXXX ( {$100.00} & {$330.00} ). My concert tickets were canceled from XXXX because they disputed the charges so I had to look for tickets last minute and I almost got in trouble from XXXX XXXX XXXX because the payments were disputed. They also did not provide me monetary relief from my previous claim XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95824
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 caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been a Wells Fargo customer for 20 years and throughout those years have been charged overdraft fees many times. I was bit informed of the lawsuit for unlawful practices nor did I receive a lettter in the mail. I find this very bad and would have wanted to be notified!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92223
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: Other transaction problem
Subissue:
Consumer Complaint: Below is that of my opinion and understanding... After the previous response from Wells Fargo, I was disappointed to see they passed the blame on the consumer after already acknowledging that they did indeed change the coding on the money transmitter page, thus attempting to create a format to where the consumer was forced to scroll down on the agreement page, even though it is only 1 page anyways and could instead just put a radial button that does the same thing. Other words, Wells Fargo acknowledged they did make a change to the money transmitter online system, that they did indeed change the only button that is not working for me, and it also prevented the transaction, and is the only change Wells Fargo did make since XX/XX/2023 to their money transmitter system. In Other words my complaints were legit, but Wells Fargo failed to respond to the CFPB in the affirmative, even though it was done via phone with me. I did not mind if A prudent response was CFPB of CORRECT information, however this did not happen. If WF provided correct info to the CFPB, then were to continue the complaint internally with WF, I was willing to work with them on this, however any misleading to the CFPB was not acceptable to me and I informed WF of this. After informing WF of this, they seemed to have stepped up the complaint investigation a bit more. It was previously agreed that indeed the button I was complaining about, which prevented consumers from using WF service, especially those that tend to lean towards people of foreign nationalities, immigrants, race, those of lower wealth amongst others. For example, some countries - money transmitter services are a large part of XXXX as well. Wells Fargo error was not of exchange of money, but simply coding errors from their technology team, this was even confirmed in some ways via the global remittance service of WF supervisor that informed me that I was not the only one that this has happened to. Wells Fargo randomly called me up, offered me reimbursement and extra money for my findings, I informed them they can do whatever they want, it's up to them and that I was not going to say yes or no. I confirmed via phone or with WF that indeed they did acknowledge that it was a technology error on WF side, and that I was correct, and asked if I could say this to CFPB, WF stated yes I can say this and it was fine. So this is exactly what I am doing, and in hopes that WF does do a better job next time especially w XXXX XXXX hoping to they take complaints more serious when they do make serious known changes to their system, as not all system upgrades are perfect, however its common knowledge that anytime errors occur they companies at least look into it without having to go via CFPB. Wells Fargo response ( part of it, is below ) What you need to know We have previously attempted to resolve your escalated complaint around ability to complete Global Remittance transfers through Wells Fargo Online Banking and appreciate your diligence to contact us further as needed. We would like to provide resolution that in further escalation of your concern we have identified that there is a technology issue impacting customers being able to complete Global Remittance transfers through online banking. When completing Global Remittance Service transfers through online banking, recent online banking updates require customers to fully view a transfer disclosure on their device for the accept transfer button to be enabled. Based on device and settings on the device it has been identified that customers may not have this option available. Customer service representatives from Online Banking and Global Remittance are aware of potential troubleshooting options to provide to the customer to assist but if these options to not allow the customer to review the related disclosure they would need to complete the transfer in branch or over the phone. I was disappointed to see the misleading information to the CFPB, so I informed WF that if they did not inform the CFPB of the agreed upon results, that I would as I found the previous response not prudent. " Due to your escalated impacts and voice of these concerns I want to provide reassurance that Wells Fargo is reviewing options to update how these disclosures will be presented in Online Banking in the near future to avoid impacts to customers when possible. During our research we identified that this issue is not caused by your Online Banking profile or how it is set up but is due to this technology issue with the Online Banking transfer workflow. Until additional updates are made, impacted customers will have the options to complete these transfers over the phone or at a banking location. During our review of prior complaints, we have provided resolutions that you felt did not sufficiently address your concerns. We have previously responded to you as well as CFPB Agency. If you feel that updated resolution needs to be provided to any associated agencies, you reserve the right to contact these agencies and open an additional concern in which we would be happy to provide them updated resolution to address the concern as needed. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A