Date Received: 2023-09-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have a checking account with Wells Fargo and use their bill payment service. They mailed a bill payment to XXXXXXXX XXXX for my mortgage loan. I had fully paid off the mortgage loan I had with XXXX by the time they received the check from Wels Fargo and they told me that they never cashed this check and that they returned it. Wells Fargo keeps claiming that XXXX cashed the check. When I provided XXXX the proof of payment from Wells Fargo, they did further research and told me that XXXX did return the check and that XXXX, which Wells Fargo uses for their bill payment service cashed the check. Wells Fargo is still insisting on additional information from XXXX. I clearly told them to reach out to XXXX but they haven't done that. I also told them to look at the check that was cashed and that in the endorsement section, it looks like it was cashed to a Wells Fargo account. Wells Fargo still hasn't done anything and keeps asking me to provide more information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: RE WELLS FARGO ACCT # XXXX On XX/XX/23 a levy was improperly charged to this account from XXXX XXXX firm case # XXXX. By order of the local court, this levy has been REVERSED as of XX/XX/23, as I am exempt from levies up to {$10000.00} according to NV law, and only had {$1000.00} on this account at the time. WELLS FARGO, however, refuses to refund the {$120.00} fee they charged for this improper levy without a written letter so requesting from XXXX XXXX XXXX. They have no right to have charged this fee in the first place for a levy they should never have processed. To make matters worse, WELLS keeps charging me a XXXX XXXX monthly fee because my account is fee free only with an average {$500.00} daily balance, and I can not add money for fear of another levy. I had to spend XXXX minutes on the phone with them just to get the {$10.00} back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89015
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: On XX/XX/2023, Wells Fargo used excess XXXX funds to pay off mortgage without notice and without permission ( complaint already filed : XXXX ). On XX/XX/XXXX, I received an email from Wells Fargo indicating that my " new escrow review statement is available online ''. Upon review of the Final Escrow Statement, I discovered an accounting discrepancy between that statement and that of the XX/XX/ ( regular mortgage payment ) disbursements of funds : The mortgage payment detail claims {$420.00} was collected and added to the Escrow account ; however, the Final Escrow Statement indicates that only {$400.00} was collected and added to the Escrow account in XX/XX/, leaving an excess of {$63.00} to be refunded. No explanation of this discrepancy has been provided by Wells Fargo. There also is no detailed accounting for the disbursement of funds from the XXXX account on XX/XX/, which were used to make the final mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83843
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Last year, I set up autopay on an account. I was having issues doing so online so I called in and got some help to set it up. Apparently, it was set up to the wrong account and was pulling from the savings monthly instead of the checking account which was my original intention. This led to a payment this year being returned due to insufficient account balance in the savings account. The payment is so small, {$61.00} a month, so really making this payment is no problem for me at all. I called after I found out the payment did not go through and immediately made the account current as I have a perfect payment history on all my accounts. I had the agent switch over the auto payment system to my checking account. I thought that by the following month, it would have the subsequent payment go through as well. I also found it really misleading for the app to say XXXX XXXX and then for the payment not to be activated for the following month, leading me to think everything was good and no additional action was needed. I want to write in to ensure that the 21 month period 0 % APR extension offer will not be withdrawn and will be honored for this account since it seems there were some misunderstanding and confusion regarding the auto payment system that caused these late payments, rather than a lack of sufficient funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85233
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I contacted Wells Fargo back in XXXX asking to skip one payment due to Covid hardship related issue. Wells Fargo stated they no longer offer a program to skip a payment and advised options that would not benefit me only benefit themselves such as higher interest rate refinance, etc. After filing an initial complaint with the Consumer Financial Protection Bureau, the Executive offices at Wells Fargo contacted me offering me options. They referred me to the XXXX XXXX XXXX XXXXXXXX and I applied. I was in constant contact with Wells Fargo keeping them updated on the program and was approved for Mortgage assistance. The fund paid WellsFargo on XX/XX/2023 funds to bring my mortgage up to date. I was clearly told by Wells Fargo while involved with this program NO negative credit reporting would take place. I found out on XX/XX/2023 Wells Fargo reported me 2 times to the credit Bureau ruing my credit. Wells Fargo mislead me as a consumer and caused harm to me by their actions. I want Wells Fargo to revoke all negative credit reporting done since I was working with the XXXX XXXX XXXX XXXX and was approved. Wells Fargo needs to be reprimanded for their actions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or about XX/XX/2023, I fell victim to two multi-layered scam operations run by XXXX XXXX, XXXX XXXX, XXXX XXXX ( the Scammer/Merchant/Fraudster ), which involved me making deposits for a total amount of XXXX USD from my XXXX XXXX account to Wells Fargo at the instructions of the scammers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: Contacted Wells Fargo the week of XX/XX/2023 stating that I unexpectedly lost my job, Iam a single mother and temporarily unable to pay my mortgage as well as all the other living expenses for my son and I. They stated they would have a home preservationist specialist contact me which she did and said I was denied work out options with them due to me receiving unemployment. As a single mother and limited allotted amount of food stamps, they stated unfortunately they can not help me push payments back until iam back on my feet again which in hopes to be sooner then later. I do not have any friends or family to help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18017
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I received a call from the Wells Fargo fraud department a lady stated that there was suspicious activity in my account for a {$500.00} XXXX transaction and {$100.00} for XXXX. She asked if this was me and I said no. She then said ok that she can turn off my card and she will need to send me a new one. She said she needed my access code to do this. I was unaware of my access code so I guess and said my pin and then i said maybe its my last 4 of social security number. She then said my address number so she can send me a new card. She stated 2 of my previous addresses and I told her it changed and she said in order to update it I had to tell her the verification number through text. She did it 2 times and I told it to her. She said I would get my new card in 1 day. A few minutes later after the phone call I got a text from Wells Fargo to verify account activity and I quickly checked my online banking app and saw 3 transactions that were not me. One of {$1000.00} that was declined another one of {$1000.00} and another of {$990.00}. I turned off my card in the app and quickly called Wells Fargo and told them that was not me doing those transactions. I said that a lady had previously called me stating there was fraud and that she had already turned off my account. The Wells Fargo man on the phone said that my card was turned off and that the transaction probably happened before it was turned off. But I said it was not authorized nor done by me. He said he would send me a new card in 5-7 business days and I was asking him why the lady said I would get it in 1 day. I finished the phone call with the Wells Fargo man and he submitted a claim. I then went to check my email and saw that my withdrawal limit was increased to {$2000.00} and that was not me authorizing that either. I then realized that the first phone call I received claiming it was Wells Fargo was really not and that I got scammed by them because I gave them my PIN number thinking that was my access code and because I gave them the 2 verification numbers that they sent. I quickly called Wells Fargo back stating that I believe the first phone call I got was how I got scammed and the man said that a claim was already opened and that I had to wait 10 days to hear back. I never heard back from anyone and when I called wells Fargo the claim was already closed and they said it was denied because I authorized it. I never authorized it and it was a scam I was telling them but they said that according to their investigation i cant get my money. No one was able to help me or fix this for me. They all said nothing can be done because there investigation shows no fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Wells Fargo is reporting this fraudulent information to my consumer reports. They are disregarding the law. They are not supposed to report information associated with identity theft unless I informed them to. I never authorized them to report this fraudulent information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90038
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/16 I received a call from the Wells Fargo fraud department a lady stated that there was suspicious activity in my account for a {XXXX XXXX transaction and XXXX for XXXX. She asked if this was me and I said no. She then said ok that she can turn off my card and she will need to send me a new one. She said she needed my access code to do this. I was unaware of my access code so I guess and said my pin and then i said maybe its my last 4 of social security number. She then said my address number so she can send me a new card. She stated XXXX of my previous addresses and I told her it changed and she said in order to update it I had to tell her the verification number through text. She did it XXXX times and I told it to her. She said I would get my new XXXX in XXXX day. A few minutes later after the phone call I got a text from Wells Fargo to verify account activity and I quickly checked my online banking app and saw XXXX transactions that were not me. One of {XXXX} that was declined another one of XXXX and another of XXXX. I turned off my card in the app and quickly called Wells Fargo and told them that was not me doing those transactions. I said that a lady had previously called me stating there was fraud and that she had already turned off my account. The Wells Fargo man on the phone said that my card was turned off and that the transaction probably happened before it was turned off. But I said it was not authorized nor done by me. He said he would send me a new card in XXXX business days and I was asking him why the lady said I would get it in 1 day. I finished the phone call with the Wells Fargo XXXX and he submitted a claim. I then went to check my email and saw that my withdrawal limit was increased to {XXXX and that was not me authorizing that either. I then realized that the first phone call I received claiming it was Wells Fargo was really not and that I got scammed by them because I gave them my XXXX number thinking that was my XXXX code and because I gave them the XXXX verification numbers that they sent. I quickly called Wells Fargo back stating that I believe the first phone call I got was how I got scammed and the man said that a claim was already opened and that I had to wait XXXX days to hear back. I never heard back from anyone and when I called wells Fargo the claim was already closed and they said it was denied because I authorized it. I never authorized it and it was a scam I was telling them but they said that according to their investigation i cant get my money. No one was able to help me or fix this for me. They all said nothing can be done because their investigation shows no fraud. Someone was claiming to be me at the atm and it was not me. They had my XXXX number and verification code and they took money from me that was not authorized. I want to see the atm video footage because this was not me and it was not authorized.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A