Date Received: 2023-09-20
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Wells Fargo mortgage co. Is stating I owe {$24000.00} for nonpayment of mortgage payments in XXXX. They state I was put on a deferment at that time. The documentation that they sent me does not show I missed that amount of payments during that time. I never requested or signed any deferment papers with Wells Fargo in XXXX. I was never sent any annual emails or letters stating that. When I applied for a deferment in XXXX I finally received a letter in XXXX hat stated I had made XXXX deferments. One in XXXX For {$24000.00} and than one in XXXX. I did make the deferment in XXXX but not in XXXX. The bank has been lax in sending the documents proving I had a deferment on my mortgage for XXXX. I need documentation from Welks Fargo and the credit bureaus for XXXX that shows the mortgage delinquencies
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 432XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I noticed fraudulent charges on my Wells Fargo account so I called my bank to report over {$800.00} and charges to XXXX 's that I did not make. After filing the claim I went down to the police station and also filed a police report, my daughter had stolen my card information from my wallet without my permission and from XX/XX/XXXX to XX/XX/XXXX she made several transactions at XXXX 's adding up to over {$800.00}. I called my bank XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX and today XX/XX/XXXX. I explained to them on each of these phone calls that I did not authorize these charges on my card and that I wanted my money back. I filed the dispute they closed it I filed another one and they closed it again saying that they would not reimburse me for these unauthorized charges on my account and that I would be responsible for them. I complied with each of the requests. I wrote out on a piece of paper I did not authorize these charges and sent it into them as they requested and it was still denied. I went into the bank on XX/XX/XXXX, XXXX and XX/XX/XXXX and spoke with the XXXX about my case and explained that my daughter had gotten into my purse and taken my card number and saved it into her wallet on her phone allowing her to make these transactions without my knowledge. After speaking with Wells Fargo today they told me that my claim was denied and that they would not be refunding me and the XXXX that I spoke to on the phone hung up on me after requesting to speak with his XXXX due to his improfessional manner. I did not authorize these charges they are charges and I need my money back I still have an open case with the police department being investigated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83709
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Check was deposited in branch Monday XX/XX/XXXX at XXXX. I was guaranteed I would have XXXX $ on initial deposit and the vast majority two days later being XX/XX/XXXX that amount being XXXX $ of the total XXXX $ which was also guaranteed on the date XX/XX/XXXX in store. When I left the store I noticed the {$220.00} was actually scheduled to be deposited on the following business day after deposit being XX/XX/XXXX which prompted me to call customer service to ensure. Customer service told me this was the case and I would have to wait which I was okay with which was unfortunate but I understood she may have misspoke and the {$220.00} did deposit the next day. I specifically asked for a guarantee on the remaining funds being deposit on the business days that were agreed upon on the Wells Fargo branch which was guaranteed I had nothing to worry about and it would be deposited no issues. We got off the phone and I felt ensured I would have the money to pay all the financial obligations I had for XX/XX/XXXX including my daughters upcoming gifts and parties for their soon birthday party. I wake up on XXXX certain that the money would be in my account and I notice a notification on the app that my deposit had been delayed due to previous overdrafts prior to the initial check deposit money availability agreement set at the branch that they read and I assume had permission to guarantee knowing these prior instances Ive paid and been accountable for when I failed on my end. I was alerted the funds would be on hold until XXXX and then I would receive the morning of the day I was guaranteed the deposit of the funds ( XX/XX/XXXX ) via Wells Fargo App on XX/XX/XXXX at XXXX XXXX EST ( day of large deposit and two business days later ) stating it was now on hold until XX/XX/XXXX due to repeated overdrafts over the last six months. The following is direct quote Wells Fargo availability of funds policy pdf found on their website directly from the Availability of Funds Policy. Except as otherwise explained in this paragraph, if we are not going to make all funds from your deposit available on the business day of deposit or the first business day after the day of deposit, we will notify you at the time you make your deposit. We will also tell you when the funds will be available. If your deposit is not made directly to a Wells Fargo employee, or if we decide to take this action after you have left the premises, we will mail you the notice by the first business day after we receive your deposit. If you need the funds from a deposit right away, you should ask us when the funds will be available. In addition, funds you deposit by check may be delayed for a longer period under the following circumstances : We believe a check you deposit will not be paid You deposit checks totaling more than {$5500.00} on any one day You redeposit a check that has been returned unpaid You have overdrawn your account repeatedly in the last six months There is an emergency, such as failure of computer or communications equipment We will notify you if we delay your ability to withdraw funds for any of these reasons, and we will tell you when the funds will be available. The funds will generally be available no later than the seventh business day after the day of your deposit. Not only was I given specific guarantees from the actual teller in the branch about availability with dates of the money due to serious financial decisions relying on them following the laws and standards set forth for them, I was also given reassurance and guarantees from Wells Fargo customer service after leaving the branch and arriving home and calling to clarify issues. I was guaranteed I have nothing to worry about when specifically asking if I could get a guaranteed on the funds will be available. This leads me to calling Wells Fargo customer service today and then them telling me telling me theyll file an internal complaint based on my concerns and it could be two days. I just recently called and spoke with someone higher up who said due to the nature of the check the actual reason was I would have to wait for the check to expire and get a new check which has no timetable on time Ill never get back, monetary things I can lose, and family commitments I am currently fighting in other areas to find a way to make happen. All of this resulting in missing financial obligations that will permanently negatively impact me and reflect my character in the eyes of any financial based trust but also to my immediate family as I had obligations to the birthdays of my children which are less than a week away and Wells Fargo following the law and honoring their commitments or just actually trying to be proactive and fix the situation could have prevented. Now the accountability will fall onto me which Ill shoulder but I dont feel I was treated close to fairly and like it didnt seem to matter my circumstances of how much that amount of money was depended upon for my family. I dont want others to deal with the consequences of a company supposed to be trusted with your money and having that fall onto how people view their character and ability to follow up on their financial promises. Bottom line I feel many laws and regulations in the federal code of regulations have been blatantly and knowing violated by Wells Fargo only viewing the money being the issue and not the principle of the rules they claim to follow and what they claim to abide by in their Availability of Funds Policy. I feel it has been unrightfully pushed towards myself being at fault just as everyone around me may think but I firmly believe the treatment from Wells Fargo was unprofessional and unjust to the core principles and laws they follow. I will have to carry the consequences of them not following the bare minimum regulations and laws and regulations set for them and also regain the truth of the entities and individuals I made commitments to based upon trusting they would follow the laws and their Availability of Funds Policy standard to which they claim to follow. If theres anything Ive forgot I apologize and if some of this may seem upset its because of the impact not only at a financial level via serious financial commitments but commitments to my significant other and children and them questioning my character and trust in following through on my commitments. I honestly never expected to experience something like this but the amount may seem small but it was life saving for immediate financial situation my family is in. Thank you for reading this and taking time to try to help me come to terms with this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27263
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX, I was completing a transaction on the website XXXX for sale of some furniture for a total of {$720.00}. Buyer told me he was being relocated and his company would be emailing me a certified check in the amount of {$2100.00} that I could mobile deposit, and y instructions were to deposit, then XXXX the moving company for arrangement of pickup. I mobile deposited the check into my Wells Fargo Account, and the funds were made available on XX/XX/XXXX, so I completed the XXXX transaction. Soon after providing verification of the XXXX Transfer, the buyer then messaged me that more was needed for the moving company, so he was sending another check of {$2600.00}, which I was to XXXX again to the movers. I became more suspicious, but I made the deposit, then called Wells Fargo Fraud Detection, as I thought something was up. XXXX with Wells Fargo advised on a reccorded line that the check cleared. I waited the weekend, then went to a branch to show them the checks, which they advised didn't match the previous bankers check. I called Fraud Protection and was again told on the recorded line the checks both cleared, but immediately opened up a claim with Wells Fargo Fraud Protection with XXXX XXXX XXXXXXXX for the deposit and XXXX XXXX XXXXXXXX for the XXXX Transaction. On XX/XX/XXXX, both checks were returned, with lost funds on the XXXX transaction resulting in my account being overdrawn. I called back to Wells Fargo to inquire if they were going to be able to refund the {$1400.00} for the XXXX transaction and they advised it would take XXXX days. Wells Fargo does not have stops in place to protect me as a customer, as I was told twice that the checks were good and cleared, even while being suspicious.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/23 somebody took {$24000.00} out of my Checking Account. My mistake was that I had the Bank page open when I was talking to this person. I was complaining about getting many emails about XXXX subscription expire ( about dozen emails ) .He said ( fake of course ) he will see If I was charge and he will cancel such subscription. In the mean time he managed to move {$50000.00} from my Saving to my Checking. You can't make a transfer from Savings Account. Once money was in my checking account he transfer this {$24000.00} to his account at XXXX Bank. I think he installed a malicious software ( XXXX XXXX ) in my PC. I was told this at XXXX. I called my Bank immediately and they said it was a Fraud and cancelled my XXXX accounts. They connected me with Fraud Department and they said they will communicate situation to XXXX Bank for them to not let money go. It seems both Banks acted to slow. XXXX let money go next day even knowing it was a fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 857XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My debit card was fraudulently used to make gas station and XXXX purchases. The amounted total was ~ {$2000.00}. I did not notice the charges until two months later and then reported it to my bank. Upon reporting it, the bank launched an investigation where they determined the card was used with a PIN number and therefore deemed the expenditure valid. I however did not have the card in my possession and did not make these purchases. Additionally, the purchases were extremely suspicious often large purchases from multiple gas stations on the same day and in cities I do not frequent. I did not make these purchases and do not feel there was proper due diligence from my banking institution.
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: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Wells Fargo Bank refuses to return my money that was taken due to fraud. Wells Fargo informed me that my online banking had been changed to different contact info under a different email and phone number other than mine as well as purchases were made in states such as California and Illinois ( Im in Oregon ) from XX/XX/23 through XX/XX/23. XXXXne employee even confessed that a man had called impersonating myself ( Im XXXX XXXX ). I asked for them multiple times to look at the ATM cameras to verify that it wasnt me and they claim they did but still stand firm that they cant confirm it was fraud even though the person withdrawing money with my card is NOT me. Every time I call, Wells Fargo is very inconsistent on the information that they are telling me regarding my claim. My car is facing repossession due to me losing all this money. Im a single mom and in a huge financial loss. I have offered to help them in anyway that I can. Please help me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97603
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Im currently a new Wells Fargo customer upon me signing up deposited XXXX a day later which I believe was XX/XX/11 I still didnt even have my card it was in the mail if someone was able to withdraw all of my cash and I found this absurd due to the fact that I still didnt have my card or didnt at the moment did the transaction to please? I reported it they looked into it and I still havent received anything back. I just got my new card yesterday and activated it but now upon me trying to log into the XXXX they dont allow me to look at my account, so what do I do about my {$300.00} thats missing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66104
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/, I put money into Well Fargo bank with 3 checks, but I made the mistake of taking a picture of the check to put money into my account without taking a direct picture of the check ( because I just arrived ). US so I don't know this is wrong ). Well Fargo bank took the money from those checks and put them in my account. But on XX/XX/, the bank announced that my account was closed and would retain my money in 3 checks to investigate fraud. If you have any questions, call their phone number. I have contacted many times and each time I call I receive different instructions to get my money back. I have worked many times and I am really tired of the instructions to get my money back. They just talked over the phone and they didn't have any written instructions clearly instructing me on what to do. Every time I call up, a different instructor comes along with different instructions. I'm XXXX and I don't know English. Every time I call up, I have to ask an interpreter, which is very tiring, when I want to talk directly to the bank staff. I have to drive more than 1 hour to meet the bank staff who can speak XXXX to help me and they also understand my fatigue and sadness but they don't do anything. Whatever they did, they just called the anti-fraud department and then guided me this way and that according to the phone department 's instructions. I have fulfilled all the requirements they want but I still haven't received my money back for over a year. I asked someone to write a check for me but to no avail. I've been clamoring at Well Fargo for 1 month but they still haven't responded to my clamor even though I have a clam number. I'm so tired and fed up of this type of work, I pray to God that I get my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I had lost my card and called in to report my card as lost. As I called in there was transactions of {$4900.00} that I did not authorize. They created a fraud claim. They denied my claim saying that they did research and they determined that the transactions where verified. I did not make any purchases on this card. I need my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27591
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A