Date Received: 2023-09-25
Issue: Fraud or scam
Subissue:
Consumer Complaint: On Tuesday XX/XX/XXXX, I parked my car in lot next to the soccer field i was XXXX at. The team is XXXX and XXXX graders. During the practice, someone stole my wallet and cell phone out of my car. When i got home and realized it was taken ( realized because i received alert on my work cell about potential fraud charge on my work XXXX card ) i began calling all banks that i had accounts with that were in my wallet or on my phone. I felt good after speaking to all accounts that they would take care of charges and transferred. XXXX helped me transfer my cell service back to an older model phone remote lock phone that was stolen and all passwords were changed. Because it was now after XXXX, i waited until first thing in the morning to contact the police and report the theft. Banks that were very supportive and helpful included XXXX XXXX, XXXX, XXXX, XXXX. However, Wells Fargo has been the complete opposite. After calling them back on XX/XX/XXXX, I spoke to their fraud team and explained that my wallet and phone were taken and whoever took it was able to access my wells fargo app and transfer money to themselves through XXXX. I saw as all charges were removed from my credit cards and assumed Wells Fargo would do the same. On Saturday XX/XX/XXXX, i received a letter that stated that WF determined that this was my fault and because they were able to hack into my phone it was my fault for not having a strong enough pass code, they were closing investigation and i was out the {$2100.00} that was transferred out of account. To be clear, that was {$1100.00} directly from checking account and another {$1000.00} ( with {$50.00} fee ) that was transferred from credit card that is on acct for overdraft protection. I tried calling same day saturday to talk to anyone but no one from online fraud working and i was just transferred from person to person. Today, more of the same, they confirmed what the letter said and said they would tell investigator but they dont call out. they would voice my complaint but case was closed. I am obviously disappointed with their findings and frustrated that no one will listen, no call given so i could explain in more detail or answer questions that i in NO WAY authorized any of this and am the victim of identity theft and fraud. Why can every other bank be understanding and work with me yet Wells Fargo just says sorry. I have been with the bank through all of the mergers for 27 years and cant get a phone call back explaining decision even? Something about this feels very wrong. If i understand their ruling, this would mean that anyone that has their account hacked it would be their fault? that just can not be the case. happy to answer any other questions that may come of this. thanks XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
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 company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: On multiple occasions i made appearances physically inside 3 seperaate branches of the bank, so i could speak to the branch mananger in prrson about all of the issues and problems i was experiencing with Wells Fargo. I also contacted their customer complaint department on 4 seprrate occasions with no resolution they expidited my complaint to upper managment and i haven't heard a word from them since the last call i made to them and that was XXXX of XXXX. I knew about the Banks illegal activities and their fraudulent Morgage practices and illegal kickbacks back in 2021 because i was being scammed by them personally. They were involved with XXXX XXXX XXXX and the Apartments I still live stealing government funds from HUDS section 8 vouchers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2023-09-26
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/23 I received a text about fraud detection from Wells Fargo and called Wells Fargo to let them know I didn't make these said purchases. On XX/XX/23 XXXX unauthorized purchases were being made in XXXX and posted to my account without my knowledge. On XX/XX/23, I received another text about fraud detection for the amount of {$61.00} and {$20.00} and I once again called Wells Fargo to let them know I didn't make these purchases. I was offered to open a claim and have my card replaced, when speaking to the claims representative I was told there were multiple purchases with the same name dated back to XX/XX/23. I was told all purchases would be investigated. While the claim was being processed, some of these said purchases were posted to my account on XX/XX/23 ( 4 purchases in Florida and 7 in XXXX ). Purchases posted to my account on XX/XX/23 were with the replacement card I was given. On XX/XX/23, I received the response from the Wells Fargo claims department stating that my inquiry of charges totaling in {$470.00}, which is incorrect, was approved and that they would no longer investigate the situation. No documentation was provided on how this amount and conclusion was arrived upon. The letter also stated that the claim was now closed and that the purchases were authorized. There was no documentation stating how this claim was resolved nor any evidence pointing towards why they had authorized the purchases. The total amount of the actual fraud charges totaled in {$1300.00} made with 33 different purchases in locations that I could not have possibly been. I then decided to escalate the situation by visiting a Wells Fargo Location on XX/XX/23. An employee assisted me by calling the claims department on my behalf. We asked what purchases were included in my claim, how the claim was investigated, and why the claim was closed based on what evidence. The claims department was not able to provide any of this information. We did discover that the purchases were made with a physical debit card which couldn't have been possible. The issue is that during the same time these purchases were made in XXXX and Florida, I was making actual purchases in XXXX XXXX, CA ( From what I know, I can't be in two places at once ). My physical address is in XXXX XXXX, CA and I have never been to Florida or XXXX. How can these purchases be authorized if I clearly was not in these locations? So in conclusion, I have three issues. 1. The inquiry amount made by the Wells Fargo Claims Department is completely wrong. They have a total of {$690.00} as fraud charges " based on the information they can see ''. When in fact, the actual total is {$1300.00}. 2. The claims department opened and closed the claim, from which I was provided no information on, nor did I ever authorize the amounts based on those claims. A second claim is active and was opened without my authorization and I again was provided with no information as to which purchases are being investigated. 3. The claims department has stated they can no longer open these claims again due to the fact that they closed them. They state that I must open a new claim again in order to investigate further. As of this moment XX/XX/23, I have opened a new claim once again to resolve this situation but feel this is an unnecessary burden on my behalf to claim money in which should not have been authorized from the beginning. I am frustrated with the lack of information provided, the lack of competency of the Wells Fargo Claims department employees, and frustrated with the amount of bureaucracy I must go through just to get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90065
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I turn off my credit and debit cards as I was switching banks, already fed up with Wells Fargo and their aggressive tactics and fees. I don't have exacts dates as I don't have a way to view in the portal, but it was around XX/XX/2022 Start XX/XX/2022 I had a balance of XXXX and was in the process of closing out my Wells Fargo account. I turn off my cards so nothing would get charged. They allowed XXXX XXXX, XXXX to go through and apple to go through. The XXXX and XXXX I am fine covering which is about {$400.00} dollars and the gas bill I forgot to change over. The fees and interest account for the other {$1500.00} they say I owe. I have already paid {$200.00} in XXXX. In XXXX of 2022 I put in a dispute on the XXXX charge because I had no way of cancelling that account. Again, I turned off the card and told them I dispute the charges and they still allowed them to go through all the way up until XX/XX/XXXX when I went in the branch. XXXX could not find me in their system and it's another story that isn't necessary Wells Fargo 's fault other than the fact they kept charging me when my card was supposed to be turned off and not allow purchases. Because the XXXX charges were through my debit card each one accounted for and overdraft and cash advance fee as well as the monthly late fee because I am refusing to pay fees that are not fair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: An account generated by Wells Fargo encompasses a substantial line of credit used to buy a one time purchase of a air conditioning and heating system. They issued a credit card that lower myXX/XX/XXXX score by more than 40 points because of my high usage of the card, even though the initial purchase of the installed HVAC equipment, was in excess of {$20000.00}. My credit reports still show a excessive use of this card in the area of 67 %. That and another card issued from another financial institution, continue to keep myXX/XX/XXXX static. I submit this Wells Fargo account should be categorized as an " installment loan, and not as a charge card. I don't think I will be buying anymore {$20000.00} air condition and heating in my lifetime.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55901
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Money was not available when promised
Subissue:
Consumer Complaint: We have a manufacturer waiting for a money to be transferred so they can continue the process to manufacture our merchandize. On XX/XX/, in a Wells Fargo sucursal sited on XXXX XXXX XXXX XXXX, XXXX, FL XXXX we transferred {$10000.00}. This is a business we have standard relationship during the year, and it is not the first time we transfer money. In fact, this is just an addition to complete the new batch as new requirements were added to the process requiring the additional money. We provided all the information requested including invoices from manufacturer, etc. We have been visiting the institution several times, having meetings and meeting with no resolution and not even an answer about the reason the money is on hold. This situation will cause a significant financial damage to our company, as we depend on receiving the merchandize on time for the holiday season and to avoid significan increase in the shipping price due this delay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33193
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I filed a claim of multiple transactions I did not recognize. They shut down my card replaced it and did an investigation. Today XX/XX/XXXX they called me to tell me me reporting multiple fraudulent transactions was considered fraud and that a business decision was made to close my account and mark me as a high fraud risk. In two days Im expecting direct deposit of my paycheck and I was told they blocked any deposits so now I dont get my paycheck and lost my account all because I reported things I did not recognize and was told I was a fraud risk
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Wells Fargo Closed My account, and accused me of making fake fraud claims. I did some research online and saw recent cases from people where people worked in the fraud department would describe how Wells Fargo would not really investigate these claims as the law requires. Also read similar cases where Wells Fargo would close customers accounts, not investigate and stick customers with a denied decision on the case with no way to retaliate as the bank closes the accounts. Reverses any provisional Credits and basically causes a huge inconvenience in peoples lives. This bank has frozen my accounts. I called spoke to a rep over the phone who claimed he removed this freeze and just flat out lied. Wells Fargo reps are rude and hang up on customers if you get a snotty attitude with them. after years of lawsuits you would think they would learn by now. I'm going to sue this bank for every last dollar it has for damages, pain and suffering, and more...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 755XX
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have so many complaints. I dont even know where to start. I did send a complaint to them this evening, but who knows if theyll even respond. First of all, theyre hiding how to dispute a charge now. It used to be easy to fine. I even XXXX it and follow those instructions from several sites and you still cant find it. it used to be easy to find. I even XXXX it and follow those instructions from several sites and you still cant find it. Secondly, I just recently found out that they open my sons account when he was XXXX XXXX years ago and I just found out recently that he has the wrong Social Security number because a gentleman came in with that same Social Security number now they want me to jump through hoops to prove it, which means I have to apply for a new card and then they told me I have to close my account and then re-open it. So Im just going to reopen it. aI just recently found out that they open my sons account when he was XXXX XXXX years ago and I just found out recently that he has the wrong Social Security number because a gentleman came in with that same Social Security number now they want me to jump through hoops to prove it, which means I have to apply for a new card and then they told me I have to close my account and then re-open it. So Im just going to close it after many decades there even after all the scams that I see are still happening. Lastly, Ive been getting charge once again for XXXX XXXX monthly fee for not having a mortgage which they know people dont have but of course Ive had the balance that Ive needed. lastly, Ive been getting charge once again for XXXX XXXX monthly fee for not having a mortgage which they know people dont have but of course Ive had the balance that Ive needed. and then they hired that youre getting charge for it because it does not come out under your account statement. I found it when I was looking at my balances and more information. Its at the bottom not even highlighted anything just says manage monthly fees, so I just happen to click on it and sure enough there it is! Since XXXX!!!! It's all fishy and unprofessional. Why are they still allowed to do business?! I'm headed to a credit union! There is many years were they just charge so many fees when people were going through tough times, probably created by then, overdraft fees galore! Theres many years where they just charge so many fees when people were going through tough times, probably created by then, overdraft fees galore! I was a struggle in single mom for years and it made my life XXXX because yes, I did bounce checks years ago when they werent things in place, and I got charge for it, which never made sense to me. People are struggling why would you do that? I don't want to know how much I've paid in fees. I was a struggling single mom for years and it made my life XXXX because yes, I did bounce checks years ago when they werent things in place, and I got charge for it, which never made sense to me. If people are struggling why would you do that? And I said to myself why did they stick around with them? Oh, because Ive been around for years so they have to be legit. And I said to myself why did I stick around with them? Oh, because theyve been around for years so they have to be legit. I was so wrong. And then I would think to myself well they got caught in a scam, so theyre probably better than the most now. I'm so native! I would think to myself well they got caught in a scam, so theyre probably better than the most now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 983XX
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: Deposits and withdrawals
Consumer Complaint: I deposited a check for {$120000.00} to my Wells Fargo checking account. They made it available on XXXX XXXX like discussed and on XXXX XXXX they took the funds back resulting in me being negative roughly {$3400.00}. I used the available funds to purchase a new car and car insurance and now Im loosing that money on my down payment because they denied to pay XXXX due to a verification they now have to do. Not only am I loosing my down payment money but also my insurance money. Wells Fargo released the funds and removed them resulting in a negative balance on my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33870
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A