Date Received: 2023-09-12
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have had an account with Wells Fargo for 15. years and when I tried to get a credit card I was denied unfairly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11550
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent a wire transfer of {$930.00} from my XXXX account to my XXXX account ( which uses Wells Fargo as their partner bank ) on XX/XX/XXXX at XXXX XXXX. I did not know of the maximum XXXX wire transfers a week rule, so this was the XXXX one and it was declined by XXXX on XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX informed me that it actually declined the next day XX/XX/XXXX at XXXXXXXX XXXX and that within XXXX hours it would be sent back to the bank the wire originated from. That would put it sent back no later than Friday XX/XX/XXXX at XXXXXXXX XXXX, it never showed up. I talked to my XXXX bank first on Friday XX/XX/XXXX and again yesterday XX/XX/XXXX and they verified it had not been sent yet as of XX/XX/XXXX. They told me to ask XXXX for documentation showing they sent the wire back and XXXX refuses to provide me with this documentation. I've talked to numerous " customer support agents '' and none have helped me a bit. They just give me the same regurgitated information saying it will be sent back in XXXX hours, we are way past that now. I reached out to Wells Fargo customer service today XX/XX/XXXX and they were no help either. The lady kept cutting me off and asking me if I had a Wells Fargo account. I told her multiple times that this wire transfer was made via Wells Fargo, I used their routing number and my account number provided by XXXX. Neither XXXX nor Wells Fargo is assisting me in any manor to find out what is going on. I need a resolution on this ASAP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Subject : Complaint Against Wells Fargo for Negligence and Poor Handling of Account Takeover Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Wells Fargo regarding their negligent handling of an account takeover incident that occurred on XX/XX/2023. This incident has not only left me financially distressed but has also raised serious concerns about Wells Fargo 's customer care and accountability. On XX/XX/2023, I received an automated call from a number that claimed to be Wells Fargo 's fraud department. The call indicated unauthorized debits from my account and requested me to press 1 to confirm or deny the charges. Subsequently, the call requested me to verify my PIN, which raised suspicions, and I disconnected the call. I promptly contacted Wells Fargo through their official customer service number to verify the legitimacy of the call. Upon contacting Wells Fargo, they confirmed that the call indeed originated from their fraud department, and I proceeded to provide information about the suspicious call. They assured me that nothing was amiss with my account at that time. However, the situation took a turn for the worse when, during a subsequent call, Wells Fargo informed me that my account had been taken over, and unauthorized withdrawals totaling {$960.00} had occurred. My account had only contained approximately {$560.00} at that time. Wells Fargo initiated a claim on my behalf, acknowledged the fraudulent activity, and recommended the closure of my existing accounts, issuing new account numbers, and cards. Despite my pleas for provisional credit to cover essential expenses over the long weekend, Wells Fargo 's policy prevented them from taking any immediate action. I borrowed money from friends and family to make ends meet during this difficult period. On XX/XX/2023, I contacted Wells Fargo again, but to my dismay, they informed me that the claim would be denied as it did not meet their internal fraud criteria. This was perplexing, as it was Wells Fargo who initially identified it as an " account takeover '' situation. The supervisor I spoke with expressed understanding of my predicament but cited my compromised PIN as the reason for the claim denial. They assured me that someone from the executive team would contact me, but to date, I have received no such communication. Wells Fargo 's response to my situation has been disappointing. Their lack of consideration for my longstanding loyalty as a customer, the failure to investigate further into the incident, and their reliance on vague terms like " the matrix '' have left me in financial turmoil. To make matters worse, they did not attempt to cancel the negative balance in my account resulting from the fraudulent withdrawals. In summary, I believe that Wells Fargo 's handling of this incident reflects a lack of responsibility, customer care, and transparency. Their actions have not only caused me financial hardship but also eroded my trust in the bank. I am left with no choice but to close all my accounts with Wells Fargo, including credit and brokerage accounts, and to urge my immediate family to do the same. I am submitting this formal complaint to the CFPB in the hope that it will prompt a thorough investigation into Wells Fargo 's handling of my case and their policies regarding customer protection and fraud. Consumers like me should not be left in dire straits due to the negligence of a financial institution. I appreciate your attention to this matter and request that you keep me informed of any developments in the investigation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92808
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I visited the Wells Fargo branch office on XX/XX/XXXX, regarding four Saving Deposit certificates I found in my father 's safe deposit box. These are the original certificate and I am the joint owner XXXX XXXX XXXX XXXX XXXX ). He recently passed away and my name is also included on the certificate, and I needed to know if or when the certificates were cashed in. I have the original certificates. I also reached out to their XXXX XXXX XXXX, and still did not get an answer whether the certificates were cashed in or still active. Both the branch and the XXXX XXXX XXXX informed me that there aren't any records on these accounts and there is nothing they can do. The certificates were originally opened at XXXX XXXX XXXX on XX/XX/XXXX, which XXXX XXXX XXXX were bought out by XXXX XXXX and the last buy out was Wells Fargo. I was told by both departments that they only keep records for only seven years, and I should check with the state of Florida regarding unclaimed funds. I did go to the state 's site and nothing was there. My problem with their answers is that they must have some type of film or archive files that took place well over seven years. I refuse to believe that a company that size would destroy everything in the past seven years, especially when they have merged with so many financial institutions. I need these certificates researched with a legitimate answer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32819
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Dear CFPB, I am writing to file a formal complaint against Wells Fargo regarding their decision to cancel my repayment card option, which has had a detrimental impact on my credit score. This matter is of grave concern to me, and I seek your assistance in addressing it. I have been a dedicated Wells Fargo customer for an extended period, relying on the convenience and reliability of the repayment card to manage my financial obligations efficiently. However, without any prior notice, Wells Fargo abruptly terminated this vital service. As a result, my credit score has suffered significantly, leading to various financial hardships. I have attempted to resolve this issue directly with Wells Fargo, but my efforts have been met with inadequate responses and delays. I believe that this situation warrants your intervention to ensure that my concerns are addressed appropriately. I kindly request that the CFPB investigates this matter thoroughly and takes necessary actions to rectify the situation. Wells Fargo should be held accountable for the adverse consequences this decision has had on my financial well-being. I have attached supporting documentation, including records of my attempts to resolve this matter with Wells Fargo. Please do not hesitate to contact me if any further information is required. I appreciate your prompt attention to this complaint and look forward to a resolution that restores my financial stability and holds Wells Fargo accountable for their 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: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In approx. XXXX, I opened a Wells Fargo credit card with a credit limit of {$4500.00}. I paid my monthly payments every month on time and most months I paid more than the minimum amount due. In XXXX of XXXX, my area of XXXX Florida was affected by Hurricane Irma. Due to raising a small child, the cost of preparing for this hurricane was creating a financial burden. On XX/XX/XXXX, I received an email from Wells Fargo Hurricane Irma Support ( attached ) stating that I may qualify for payment relief for 90 days. I was hesitant but called and spoke with a representative. Because I was in the direct impacted area of Hurricane Irma, I qualified for the 90-day payment relief, waiving of late fees and a pause on interest. I was advised that my payments would resume in XXXX of XXXX. A few weeks later I started to receive calls and emails that my payments had been late ; at this time demanding interest and fees that I simply did not have. I explained the agreement and the Wells Fargo representative would not talk until I made a payment. In XXXX of XXXX, Wells Fargo was demanding over {$1500.00} from me, just to even speak with a representative. In XXXX of XXXX, Wells Fargo closed out my credit card. In XXXX of XXXX, I started to receive advertisements in the mail for attorney representation. I went to the XXXX XXXX XXXX XXXX XXXX XXXX website and seen that on XX/XX/XXXX, Wells Fargo filed a civil complaint against me for non-payment of the credit card. I immediately reached out to the attorney that was representing Wells Fargo ( email attached. ) My email to this attorney went unanswered. I then began to consult with attorneys and reached out to Help Me Howard for assistance. Unfortunately, I was not able to financially hire an attorney. Please see emails and civil complaint attached. The civil complaint will show that in XXXX of XXXX, Wells Fargo was stating my minimum payment due was over {$1500.00} and included interest and late fees. Had I had known Wells Fargo would not have lived up to their agreement on Hurricane Irma Support, I would have not accepted this support and would have continued to make the minimum payments as I had been doing. Wells Fargo set me up to fail, did not abide by their agreement, charging me erroneous fees and undue hardship to my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I MADE A ONLINE PURCHASE WITH THE MERCHANT XXXX ON XX/XX/XXXX IN THE AMOUNT OF {$5200.00} THE MERCHANDISE WAS 1 MENS SUIT 1 MENS SHOE AND 1 MENS HOODIE. IT DID NOT FIT MY BROTHER AND DAD SO I NEEDED TO RETURN THE MERCHANDISE. I SPOKE TO THE MERCHANT XXXX WHO PROVIDED ME WITH A ADDRESS OF WHERE TO SHIP THE MERCHANDISE. I WENT TO XXXX HAD THEM CREATE A RETURN FOR THE MERCHANDISE BEING SHIPPED BACK TO MERCHANT. TRACKING XXXX XXXX DELIVERED ON XX/XX/XXXX SIGNED FOR BY XXXX WEIGHED XXXX LBS. FOR A WHOLE WEEK I TRIED RESOLVING THE MATTER WITH XXXX FOR A WHOLE WEEK THEY SAID A REFUND HAS BEEN PROCESSED AFTER A WEEK OF BEING LIED TO I CONTACTED MY BANK WELLS FARGO AND FILED A CLAIM REF # XXXX. THEY SUPPOSEDLY DID A CLAIM AND CLOSED IT. THEY FIRST TOLD ME MERCHANT SAID YOU RETURNED IT BUT THERE IS NO REFUND ON MY ACCOUNT. THEN THEY SAID IT WAS EXCHANGED BUT THEY DO NOT GIVE ME INFO OF WHAT CARD IT WAS EXCHANGED WITH IF IT WAS XXXX HIGHER OR SAME AMOUNT EXCHANGE. BECAUSE IF IT WAS LOWER EXCHANGE I WOULD HAVE A REFUND WHICH I DON'T IF IT WAS HIGHER IT MEANS IT WAS ADDED ON WITH WHAT CARD. I'M TRYING TO PROOVE TO THEM I NEVER WENT TO THE STORE TO EXCHANGE OR RETURN. NO PROOF IS BEING PROVIDED TO ME ALL THEY ARE DOING IS CLOSING THE CASE. SO I REQUESTED A SUPERVISOR TO CONTACT ME WHICH THEY NEVER DID SO I CALLED XXXX TODAY AND XXXX THE WELLS FARGO REP 3 WAYED ME AND XXXX XXXX WITH XXXX ON THE LINE A XXXX FROM XXXX SAID A REFUND WAS PROCESSED ON XX/XX/XXXX WHICH IS NOT POSSIBLE AS THE ITEMS WERE'T EVEN RETURNED THEN IT WAS IN TRANSIT TO THEM ON THAT DAY SO HOW WOULD THEY REFUND ME. SO THEN I TOLD XXXX WELLS FARGO SUPERVISOR TO NOTATE THE ACCOUNT THAT XXXX FROM XXXX SAID IT HAS BEEN REFUNDED BUT IT HAD NOT. SO NOW AS YOU CAN SEE I AM BEING LIED TO FROM ALL ENDS FIRST MY BANK SAYS IT WAS RETURNED IN PERSON A WEEK LATER THE BANK NOW TELLS ME IT WAS EXCHANGED IN PERSON THEN GOES ON THE PHONE WITH XXXX WHO TELLS ME IT WAS REFUNDED ON XX/XX/XXXX BY THEM WHICH IT COULD NOT HAVE BEEN SINCE IT WAS IN TRANSIT THEY ARE ALL LYING OT ME AND STEALING MY MONEY FOR ITEMS I RETURNED ANF MY TRACKING SHOWS MERCHANT RECEIVED A XXXX LBS PACKAGE AND SIGNED FOR IT BUT NO REFUND HAS BEEN MADE. MY BANK WHO IS SUPPOSE TO PROTECT ME WHO HAS A FRAUD PROTECTION POLICY IS DOING NOTHING AFTER HEARING ALL THAT THEMSELVES AND CLOSING THE CASE. XXXX IS TELLING THEM A REFUND WAS PROCESSED ON XX/XX/XXXX WHICH HAS NOT AND COULD NOT BE SINCE PACKAGE WAS IN TRANSIT TO THEM. MY BANK IS NO RE OPENING THE CLAIM AFTER HEARING ALL THIS XXXX HAS NOT PROCESSED A REFUND AS THEY SAY THEY HAVE AND MY BANK IS DOING NOTHING. I HAVE BEEN A LOYAL CUSTOMER FOR YEARS AND THE WAY THEY ARE TREATING ME AND THIS MATTER IN AWFUL. THEY ARE A AWFUL BANK WITH THE WORST CUSTOMER SERVICE AND FRAUD PREVENTION TEAM EVER. ALSO XXXX HAS A FULL MONEY BACK GUARANTEE IF THE ORDER IS RETURNED IN 30 DAYS WHICH IT HAS. I HAVE NO CHOICE BUT TO COMPLAIN FOR THIS MATTER TO BE TAKEN SERIOUSLY FROM MY BANK. I HAVE NO FAULT AND REFUSE TO PAY FOR ITEMS THAT HAVE BEEN RETURNED AND RECEIVED BY MERCHANT.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble accessing funds in your mobile or digital wallet
Subissue:
Consumer Complaint: I am XXXX and XXXX 's most caring XXXX. I am also XXXX XXXX XXXX XXXX. XXXX rules require me as a licensee to have a trust account co-owned by the state of Nevada for all my XXXX ' deposits. That account is XXXX. XXXX. The purpose of this account is for the state to be able to return XXXX ' monies if I die or I lose a state dispute. I have four other business accounts at the bank owned solely by me. Today all XXXX want to do transactions by XXXX. I, however, only use this account when I return XXXX funds. Sometimes I go years without sending a dime. This XXXX I had three XXXX move out. State law says the XXXX is liable for TREBLE damages if I don't return their funds in 30 calendar days from move out. I sent the first XXXX, in XXXX XXXX, {$6200.00} by XXXX. Paid! The second one, in XXXX, I owed {$15000.00}. I sent him {$1000.00} a day until I reach my XXXX limit, owing him money. I needed to XXXX the third tenant {$7200.00}. Since XXXX was unavailable and the clock was ticking toward treble damages, I drove to XXXX XXXX XXXX to hand my XXXX of seven years a check. They were angry I couldn't XXXX them. They needed these funds to pay for their next security deposit. Instead of having their money instantly, they had to wait until the check cleared. They ALMOST lost their next housing because of this policy. The XXXXXXXX XXXX were ski instructors from XXXX. I can not send them a check since they could not easily cash it. I could wire the money but then they would have to pay a fee, which is my responsibility because they don't have to pay to get their money back. And why should I give the bank wiring fees when I could XXXX it for FREE? To me this is a policy to keep me from my money so they can make more. I first approached XXXX to raise my monthly limit on this account ONLY. They said only my Wells Fargo banker could do that. I then went to my branch and met the branch manager. She escalated my request to the powers on high. My escalation no XXXX. Wells Fargo then refused to raise my XXXX limit on this trust account. They said only XXXX could do it! XXXX 's policy puts me at risk of treble damages AND severely inconveniences my XXXX I did mention that this is NOT my money. I am just its trustee. All I want to do is comply with Nevada law and return money that is NOT mine. I am not asking to up my XXXX monthly limits on any of my personal accounts. Both XXXX and Wells Fargo pointed the finger at each other. Neither fixed my problem. I am asking you to require them to raise my limit to the amount of money in the trust account in case all my XXXX suddenly abandon me and I have to return THEIR money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/, around XXXX XXXX, I went to the following Wells Fargo Address : XXXX XXXX, XXXX XXXX, NY XXXX Hours : Closes soon XXXX Opens XXXX Wed Departments : Wells Fargo ATM Phone : ( XXXX ) XXXX Before I entered the bank, I used an ATM in the vestibule of the bank to withdraw {$500.00}. My ATM Card number is XXXX. Then, I left the ATM and went into the bank to talk to a bank teller. One or two minutes later, I realized that I had not taken my {$500.00} out of the bank 's ATM. I ran back and the money was gone. The bank workers told me that it was possible that the ATM sucked my money back into the machine. It was also possible that someone entering or exiting the bank took my money. I did what I was instructed to do by the bank. I filed a claim with the bank. I might have originally filed it with the wrong fraud department of the bank ( there is a fraud department for ATMs and a fraud department for banks or some such thing ). Then another fraud department picked the matter up. I tried to explain to the different departments what had taken place. Frankly, when they read back what they read it never sounded write. I tried to correct them, but it was like a game of telephone where I felt I was misunderstood or mischaracterized. In any case, I waited for the bank to undertake its own processes. Ultimately, around XXXX of XXXX, I received a letter from the bank said they had completed an inquiry and found that my transactions were correctly charged. They said that if I wanted to have the documents used to determine the outcome that I can obtain them by calling a number. I called that number. I requested any documents and information that were used to determine what happened to my money. To date, no information or documentation has arrived to my home. The same day that I called to get the documentation, I asked the bank to inquire again and I attempted to correct what their understanding was and emphasized the possibility of theft. The point is that if the money was stolen from me, then it is likely that they would have at least one camera that recorded the theft. Further, if the alleged perpetrator came from inside the bank -- -or even if the person came from outside the bank and then went inside -- -the alleged thief would have done other business in the bank. Thus, the alleged thief would be identifiable -- -but only by the bank. Ultimately, the bank never disclosed what exactly happened to my money. They never sent any documentation. They have appeared not to do their due diligence to determine if it was theft or not -- -or to determine who allegedly undertook the theft. I find this troubling. I would like all the information that that bank obtained through its inquiry. I would like the bank to go back to the video from the ATM in the in the vestibule recorded during the day in question ( it would have been between XXXX XXXX and XXXX XXXX ) and go back to the video from the various cameras inside the bank recorded during the day in question ( it would have been between XXXX XXXX and XXXX XXXX ) to ascertain what happened to my money and, if it was stolen, to ascertain who stole it. If the money was not stolen, then I would like to see the video to see what happened in the minutes after I used the ATM. Barring this documentary evidence, I would like to allege that it is possible that bank has withheld my money from me. To reference this with the bank, a letter from the bank that I am looking at right now reads : Claim # XXXX ATM Claims Department XXXX XXXX XXXX XXXX, NC XXXX Fax : XXXX XXXX option XXXX M-F XXXX EST
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Wells Fargo is blatantly denying the increase of my credit limit on one of the cards. I have held the card for more than six months now but Wells Fargo always declines my request to increase the credit limit. The reasons given are very vague and are inconclusive. One of the reasons they state is to have money in their account which doesnt make sense because if doesnt pay any interest. I have been a loyal customer of WF since 2019 but It is very frustrating to do business with WF The small credit limit restricts my purchasing power thereby tying my hands to make purchases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A