Date Received: 2023-09-14
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/21 we entered into a contract for new windows with a company in XXXX XXXX called XXXX XXXX. We agreed to an 18-month " same as cash '' loan offered by Wells Fargo in the form of a credit card ( and associated charge ). We were told that there would be no interest due for 18 months. We were not told if the balance wasn't paid at the end of 18 months, that we would owe interest calculated from the beginning of the loan ( rather than the remaining balance ). Regrettably, we did not put this date on our calendar. Today we looked at the Wells Fargo statement and saw that they were charging us {$8600.00} interest on the previous balance of {$8200.00} for a new statement balance of {$16000.00}. We called Wells Fargo and they told us we were now in the XXXX month and that the interest represented interest on the total purchase of the windows 18 months ago, going forward. We have looked at the credit card agreement ( attached ) and in the special terms area, it says they can do this. We find this very surprising but nevertheless, that is what it says. If this is legal, and we assume it is, our primary complaint is that there was no warning ( an email, a letter, a note on the previous statement ), that the term of the special offer ( 18 months no interest ) was nearing the end and that we would owe interest calculated on the total purchase price. Had we received notice, we would have paid off the entire balance before the end of the special term. As proof, today, after becoming aware of this, and after speaking to the representative from Wells Fargo, we paid off the entire balance ( {$16000.00} ) with an immediate bank transfer. We consider this a " predatory practice '' by Wells Fargo ( and others ). It is designed to hope borrowers forget the date upon which they have to pay the balance and have an immense amount of interest charged to them. We believe that their lending practice should include some type of reminder and warning that this will take place if the balance is not reduced or eliminated. Thank you for your consideration in this matter. Sincerely, XXXX and XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: My credit score continues to decline due to old fraudulent debt that continues to reappear on different bureaus. Wells Fargo added charged off debt from 2016. They have me owning a vehicle that they took. They have not sent me any documentation that shows I had a loan with them. They added it to my credit reports after the credit bureaus removed the debt. This continues to happen over and over again. I thought it was illegal for creditors to add debt with different dates to all three credit bureaus. I am XXXX XXXX XXXX and have been fighting all this fraud on my credit for years. I dud hire an attorney but he needs documentation. He also stated in my case that Wells Fargo should not be showing anything on my credit report due to this being disputed. He also stated that no one can add debts with different dates on my credit report after it was removed due to me being an identity theft victim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Between XXXX XXXX and XXXX XXXX my monthly payment changed from {$83.00} to {$190.00}. They claim the prime interest rate went up. so there was nothing I can do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: To whom it concerns at wells fargo, XXXX from XXXX took the claim unauthorized personal loan and credit card. My personal bank XXXX XXXX Bank asked why when this company took out {$6200.00} in unauthorized payments to a credit card and person loan payments unauthorized, which I never applied for. Then I told you who applied XXXX XXXX XXXX opened both accounts when I was in the hospital for 6+ months with XXXX XXXX. XXXX XXXX used the credit card maxed it out and was able to beneficial from XXXX person loan. They keep every other day when wells fargo made a huge mistake, to refund it and they have disputed {$1300.00}, {$4900.00} still owed to my account. Then the number XXXX, case numberXXXX people get rude and disrespectful on the whole situation why?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 575XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made my payment in full online and I don't know what happened but after the payment about a week I reviewed my statement and what it showed was not what I had spent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/23 someone gained access to my debit card and used it at two XXXX XXXX, XXXX, XXXX, and an online company in the amt of {$2000.00}. I also found out that somehow they had my pin number as well, which is very concerning because I've never shared my card or my pin with anyone. The last time I used the card before this happened was at a WF atm. I received an email early XX/XX/23 telling my account was at a XXXX balance and I know something was wrong because I had my rent money in my acct. I called Wells Fargo Fraud Dept and reported it and I was advised that it would take 10 days to investigate. On the 10th day I called and was informed that my claim was denied because the chip was used. At that point I decided to do my own investigation since WF didn't and go to the different merchants to get copies of receipts. The XXXX receipts show the persons name that used my card to get them a new membership. It also shows this person name, address, and phone number. I also received the XXXX receipt that shows a different name and phone number then the person that used it at XXXX. I filed a police report # XXXX and I provided all receipts to WF and they gave me a provisional credit while they would a do a second investigation. I received a letter today that explained the claim was denied a second time because the charges are mine or I let someone use my card, but I had my card in my possession the whole time. I never let anyone use my card or give out my pin. In the letter they advised that they would be deducted the {$2000.00} out of my account. I've been a loyal customer to WF over 30 years and they are taking my money for some charges that I NEVER authorized. I will be closing my account and seeking legal advice to see what options I have.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92805
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My name is XXXX XXXX XXXX, and I am an XXXX XXXX XXXX Veteran. I purchased my home in XXXX, and I have consistently lived in it since. In XXXX, I hired an attorney and successfully sued Wells Fargo in the United States District Court to get a loan modification. The case settled and concluded with Wells Fargo granting me a loan modification which was reduced to a writing approved by the District Court Judge, me and Wells Fargo. I have abided by the terms and conditions of the loan modification agreement since XXXX, not missing or being late on any payments. However, the Escrow Department of Wells Fargo has violated the agreement on multiple occasions, charging me in excess of what was due for taxes and insurance. On XX/XX/XXXX, I notified Wells Fargo 's Escrow Department that it needed to adjust the escrow account to correct errors and accurately reflect the proper monthly mortgage payment and the amounts due for taxes and insurance in accordance with the loan modification agreement. The Escrow Department refused to accede to my request. On XX/XX/XXXX, I wrote a letter to XXXX XXXX XXXX, XXXX, Wells Fargo Home Mortgage, explaining the problem with the escrow account and requesting an accurate escrow account statement, an audit of the escrow account associated with my loan, and a waiver of my obligation to pay Wells Fargo escrow funds because I wanted to pay the taxes and insurance myself. XXXX XXXX referred the matter to the XXXX XXXX XXXX XXXX, which assured me that the matter would be resolved by XX/XX/XXXX. After XX/XX/XXXX passed without a resolution, I called the XXXX XXXX XXXX XXXX, and learned that their requests for action have been ignored by the Escrow Department. However, for some reason, the XXXX XXXX XXXX supervisor has refused to escalate the matter up to higher managers. For two months in a row, since XX/XX/XXXX, this matter has remained unresolved, my mortgage payments are being held in suspense and I am being considered delinquent. I am suffering a lot of anxiety, stress behind these inexcusable failures to act, and it is affecting my health. In some ways, I think they are doing this on purpose, as I am entitled to principal credits of {$5000.00} for making timely mortgage payments, and Wells Fargo is now ruining my record.
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: 2023-09-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: The line of credit, the mortgage and the credit card was fix and for 30 years, but a worker from Wells Fargo modified the terms, more than a year ago of my line of credit, I returned and talk to her again to asking why if my terms are for 30 years and she said that the bank can make any change they want, and from {$78.00} dollar I have to pay now more than {$190.00}. Monthly and the terms are that I will pay {$78.00} dollars until XXXX, then I will repay the amount finishing up on XXXX when my contract finish. Also they frizz my line of credit, and I can't make any transactions only make payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I was contacted by Wells Fargo, or thought it was them about a charge on my debit card that was denied. I then got a call from them saying my accounts had been compromised and they needed to shut them down. They were sending me codes that I had to read back to them, which I think were codes giving them access to my accounts. Later there was a message that a wire was initiated and I freaked. They said all my money was in my account even though I showed it was gone. The next day, XX/XX/XXXX, they tried it with my business account but I then knew something was wrong so I called Wells Fargo and get it stopped. At that time XXXX claims were created for the wire fraud that went through and the one that didn't. They told me it would be about 5 days to investigate. The one that they didn't get the money was resolved right away and closed. I waited until the XX/XX/XXXX to call and the person I was talking to said the one were they got the money wasn't opened for investigation until XXXX. They denied my request to return the money because XXXX had denied it. Why I am so upset is that if they had jumped right on it maybe that money might of still been in the XXXX account but instead it was 5 days after filing. My case # is XXXX for the money they got. I am not a rich man and Wells Fargo has been no help. Thanks
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: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I visited Wells Fargo at XXXX XXXX, XXXX XXXX, XXXX to the Wells Fargo branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Prior to the visit, I made an appointment, and specified the main purpose of the visit- my CD was mature. However, there was no instruction from Wells Fargo that I had to bring my ID for this visit. As CD mature is quite simple and straight forward, so I did not carry my ID with me. When I arrived at the branch, the banker ( XXXX XXXX XXXX ) asked for my physical drivers license card to verify identity ; since I did not bring it with me, I provided several alternative ways for identity verification, but they were all refused after XXXX XXXX discussed with XXXX XXXX for a couple times. When I spoke to XXXX XXXX, she told me that two forms of physical IDs were required all the time, not only CD mature, even for depositing money ; other verification methods that I proposed ( Wells Fargo app login, account information, text/phone verification, photos of IDs etc ) were not accepted in branch. I am not sure if it is true, but it is indeed disappointing that the branch visit made it more inconvenient than online/phone banking. Moreover, I have no problem with strict requirements, but it is not informed at all by any means. This inadequate communication makes my visit a complete waste of time. Besides the concern about insufficient communication about requirements from Wells Fargo, I was also frustrated that XXXX XXXX XXXX, the banker, was very inexperienced. I was at the branch for 25 minutes, as XXXX XXXX needed to discuss with her colleagues at the back office on every question that I asked, so most of the time of my time I was waiting for her, but the fact that my request could not be fulfilled made my wait meaningless. Also, I am concerned that the customer privacy may be at risk, because during my visit, when I talked to XXXX XXXX at her desk, her colleague, a gentleman banker, appeared to overhear our conversation, and instructed XXXX XXXX what to do. The gentleman sat right behind her assisting another customer during my visit, and overhearing behavior indicated the compromise of customer privacy despite under a 1 on 1 discussion. When I was about to leave the branch after wasting about half an hour of my time, I expressed my frustration and disappointment to the manager ( XXXX XXXX XXXX ), and said I would file a complaint for the bad service I encountered during the visit, XXXX XXXX told me they could " submit the complaint on your behalf '', then I declined her request immediately - my exact words were " I do not need you to be on behalf of me ; I will file the complaint myself. '' So, I have no clue why they still disobeyed my decision and summitted a case to Wells Fargo ( case number XXXX ), despite I had told them in person clearly. This disrespect on customers is terrible. Above is what I encountered in the branch visit and I would like to complaint against. I can not believe that this is how Wells Fargo branch treated a customer with over $ XXXX deposit. On a separate note, I called Wells Fargo Premier customer service in the evening, and the phone call took me only 12 minutes - including identity verification - and all my requests were satisfied. Besides transfer of mature CD funds, I also closed my Wells Fargo Premier checking account. Frankly speaking, I was not sure what to do next with the CD fund prior to the visit ; but the concerning service during my visit made it very easy for my decision. With all due respect, I believe this branch visit was the WORST experience I have ever had so far ; that is why I have to spend additional time to file a complaint. It just sounds ironic that a 30-minute in-person branch visit finished nothing while a 12-minute phone call handled all... It looks to be Wells Fargo 's issues to improve, however, due to these issues, it caused me a loss of interest for at least {$120.00}, not counting on my time and energy wasted in vain for this visit. Moreover, XXXX XXXX followed up on the case XXXX after investigation. However, with all due respect, I do not think the information XXXX XXXX enclosed in addition is accurate or sufficient to address the issues. Regarding authentication requirments, it is unclear why online and phone banking have more convenient methods for authentication than in-person branch banking ; what is the poinXXXX of physical branches if they make more barriers for customers? As for notification, XXXX mentioned " Our branch banker advised they made an attempt to contact you to confirm the appointment but was unable to speak with you '' ; but he could not specify the date and time of the attempt, and to my best knowledge, I was not contacted prior to my visit. I also asked XXXX XXXX if there were any other communications ( such as text messages and emails ) used totake the opportunity to advise me of what I would need, I did not receive any response. Last but not least, I think XXXX XXXX oversaw my concern of " overhearing '' - I have no issue with bankers sharing my information internally to solve the problem, but what I encountered was the fact that a banker, who sat behind XXXX XXXX XXXX ( the banker helping me ) and was helping a different customer at that time, overheard my conversation with XXXX XXXX, and talked to XXXX XXXX instantly from his desk to instruct her. It indicated my conversation with XXXX XXXX could be heard directly by a different banker ( and also probably a random customer, sitting in front of the banker, who is a total stranger to me ) without my permission. Therefore, is it acceptable tobank with current branch setting and/or layout ( distance between bankers ' desks, whether to use a separater/shield to prevent overhearing )?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98683
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A