Date Received: 2023-09-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XXXX XX/XX/XXXX when I went into Wells Fargo branch XXXX XXXX XXXX, XXXX, FL XXXX branch to cash a check using me debit card for ID. She said " you closed the card ''. I never closed the card. Upon arriving home I called number on back of card. After being verified and an email sent with verification code I was told " the bank closed card for lack of use. '' Would have been very nice if I needed money while traveling. I asked for a new debit card and employee wanted to start all over again with verification information to issue card. I said to send me a new card in 7-10 business days or I'll close my accounts as a 28 year customer. No new debit card arrived. XXXX XX/XX/XXXX went to Well Fargo branch located at XXXX XXXX XXXX, XXXX, FL XXXX to close five accounts. " No one working today. I can make an appointment for you at XXXX tomorrow. " XXXX XX/XX/XXXX Went to a different Well Fargo branch located at XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX to close five accounts. I was issued five cashiers checks. And, told to call XXXX to Close accounts. The checks are deposited in another financial less than an hour later. XXXX XX/XX/XXXX called XXXX spent 30 minutes with two employees attempting to close already closed accounts. First was XXXX XXXX. Didn't make sense why I had to call to close an already closed account. XXXX XXXX could only close four of five accounts. " No mobile number to send text message. '' I told second employee XXXX XXXX there never was a mobile number on account email me verification code. " I can't do that sir. I only lets me send to a mobile number. You can go to a Branch, try online if you still have access or write a letter. " On each account I had to listen to XXXX read text and acknowledge about closing account and my financial liability if account are used in the future. And, give a reason for closing each account. Poor customer service. Two of the closed accounts are interest bearing so I'll receive two more cashier checks in the amount of {$0.00} and {$0.00}. The last outstanding account be can't be closed because it has earned {$0.00} interest in past twenty-four hours. Now I must waste more time closing an account for grand total of {$0.00} today. The reason the accounts are being closed is because the bank closed a debit card without notification after closing in a separate letter sent via US mail to me the consumer, half truths of employees and poor customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Dear CFPB, I am writing to file a complaint against Wells Fargo Bank regarding issues with their banking system and potential fraudulent activities. Last month, I filed a complaint about the same issue, which involved my designated repayment account at Wells Fargo. Despite not making any changes to my account information and successfully making multiple payments, Wells Fargo claimed that the payment was unsuccessful due to an issue on my end. They demanded that I pay a {$45.00} interest fee. It was only after my complaint that they refunded the interest, and my subsequent payment was successful. Why did it fail the first time? It seems like a trap. Today, I received another notification of payment failure, even though my ACH link has successfully processed payments multiple times. Whats even more concerning is that they have directly canceled my payment card link, seemingly preparing to shift blame onto me again, and I anticipate further attempts to collect fees through these questionable tactics. My repayment savings account has more than enough funds, and I made a successful payment just a few days ago. Wells Fargo appears to profit from failed payments on the due date, and whats even more unacceptable is the suspension of the use of my XXXX XXXXXXXX XXXX payment method. I am lodging this complaint in the hope that the authorities will oversee the actions of this unethical bank. 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: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Dear CFPB, I am writing to express my extreme frustration and dissatisfaction with Wells Fargo Bank in the ongoing dispute I have with them. I recently had a 50-minute conversation with them in which they claimed to have initiated the processing of four disputed transactions and provided claim IDs : - XXXX - XXXX - XXXX While this might appear to be progress, a significant concern remains. When I inquired about whether I would be required to make payments for these pending claims next month, Wells Fargo 's response was utterly unsatisfactory. Instead of providing a clear answer, they shuffled me between multiple departments, leaving me without a resolution. Eventually, I was told that these claims are still pending due to missing documentation. It is crucial to emphasize that I have diligently followed Wells Fargo 's process, reporting each claim over the phone and providing all requested information based on their inquiries. Despite my full cooperation, they persist in delaying and evading the claims ' processing. Their claim that I haven't provided the necessary information is confounding, especially when I possess the claim IDs as evidence. This situation clearly indicates the bank 's intent to procrastinate and allow these claims to linger indefinitely. It is evident that Wells Fargo 's actions are not aligned with their purported commitment to promptly and transparently resolve disputes. Their inability to address these claims raises serious concerns about their practices and their dedication to customer service. The potential for them to profit from unresolved claims, particularly when they possess the necessary information, is both disheartening and unjust. In light of this distressing situation, I implore the relevant authorities to intervene and closely monitor Wells Fargo 's activities. Their behavior warrants a comprehensive investigation and appropriate measures to ensure that the bank adheres to ethical practices and treats its customers with the respect they deserve. I deeply appreciate your attention to this matter and your role in safeguarding the rights of consumers. 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: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I sent letters to the credit bureaus regarding 1 debt collectors ( WELLS FARGO ) who engaged in abusive, deceptive, and unfair practices of the FDCPA which it prohibits. They furnished this account that we didn't agree upon and I didn't sign an agreement on. A legal contract is signed by two parties and I did not participate in any of it. More so they didn't follow the proper 5 step validation procedure which make this unfair practices. According to the FDCPA I'm entitled to {$1000.00} per violation and Cleary they violated my rights
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75150
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In XXXX of XXXX, I worked with Wells Fargo mortgage advisor XXXX XXXX on obtaining a pre-qualification for a mortgage. I was crystal clear from the beginning in that I am NOT interested in a formal pre-approval and I absolutely do not want Wells Fargo to conduct a hard credit inquiry at this time ( I have evidence of this in text messages with XXXX, plus I have multiple witnesses about that I made this clear ). XXXX said that this will be possible and asked me to fill in ( multiple ) online applications for a mortgage. I filled out the online application forms, but made absolutely sure to never go past the final step where it asks me whether I want to authorize a hard credit inquiry. To be clear : Best to my understanding, I never authorized a hard credit inquiry for a mortgage application with Wells Fargo because I never went through the final submission step in any of the multiple started online applications, as per guidance from the mortgage advisor. Nevertheless the morning of XX/XX/XXXX at XXXX XXXX asked me whether my credit is frozen in the following interaction ( text messages reproduced verbatim below ) : XXXX XXXX : " Just double checking. Is your credit frozen? '' XXXX XXXX : " Yea it is. So sorry I forgot to tell you that '' XXXX XXXX : " Let me unfreeze '' XXXX XXXX : " Do I need to unfreeze all three or just one credit agency? '' XXXX XXXX : " Yeah it has to be unfrozen for the soft pull to work '' XXXX XXXX : " All 3 bureaus '' XXXX XXXX : " I'll do it now. Sorry about that '' XXXX T : " I'll send a new invite '' XXXX XXXX : " You can use it once it's unlocked '' XXXX XXXX : " Ok unlocked everything after an hour on the phone with credit bureaus. Now starting application process again '' XXXX XXXX : " Ok let me know if you have issues. I sent a fresh invite just in case '' XXXX XXXX : " OK I unfroze all three bureaus. Then I went through the application process again. Same issue still with the same notice regarding a hard inquiry '' XXXX XXXX : " Was it in the same application or did you use the new invite? '' XXXX XXXX : " I used new invite '' XXXX XXXX : " I'll reach back out to program manager '' [ conversation continues, XXXX fills out multiple applications online, but always gets asked to authorize a hard inquiry at the end of the flow ; XXXX makes sure to never submit that form ] XX/XX/XXXX, XXXX : XXXX XXXX : " My credit score e ( sic ) just got impacted and went down XXXX points. I did not authorize this '' XXXX XXXX : " I definitely did not click the SUBMIT button '' XXXX XXXX : " Hmmm. Give me a few I'll call you. Not sure what happened. I wasn't even at my desk '' XXXX XXXX : " Ok thanks '' [ conversation continues ] My credit report shows a hard credit inquiry from " XXXXWELLS FARGO MOR XXXX with the date XX/XX/XXXX. This impacted my credit score immediately and negatively up to today. A formal complaint filed with Wells Fargo did not lead to a resolution. The response from Wells Fargo dated XX/XX/XXXX was : " [ ... ] In your inquiry, you advised that you did not authorize for a hard credit pull to be completed. During our conversation, you advised that you were filling out the online application. When it came to the screen to submit the application and pull credit you closed out the screen, and was careful ( sic ) to not hit the submit button. A request was made to remove the credit inquiry. [ new paragraph ] We show an application was filled out online and you gave permission to pull the credit on XX/XX/XXXX. When the application was transferred to our system on XX/XX/XXXX, the Home Mortgage Consultant ( HMC ) was not prompted to pull credit. We do not show the HMC pulled credit, or authorization was not provided, and respectfully decline your request to remove the credit inquiry. [ ... ] '' Note that the response from Wells Fargo claims that authorization was given by me. However, they are unable or unwilling to produce information on the details on _how_ I allegedly provided authorization ( given that I never submitted the final step of the online application ) and they're unable or unwilling to produce written evidence of the actual authorization.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94114
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Wednesday, XX/XX/XXXX I made a mobile deposit for {$3000.00}. When making the deposit it said {$220.00} would be available on XX/XX/XXXX and the balance would be released on XX/XX/XXXX. Yesterday I received an alert in the message section of my Wells Fargo account stating due to an irregular signature they will hold the check until XX/XX/XXXX. My mortgage and lights are past due. My lights will be disconnected tomorrow if I dont make payment! I went into the branch today to verify my signature and the bank teller says the signature is the same and initiated an escalation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Closing on a mortgage
Subissue: Delays with the closing process
Consumer Complaint: Dear XXXX : On XX/XX/XXXX, I contacted Wells Fargo to get information necessary for the closing of my home. Per XXXX XXXX, listed XXXX XXXX XXXXXXXX assisting with the sell of my property, XXXX XXXX company needs : We just need the lender to email us a copy of the mobile home title for closing and confirm that they have the original mobile home title and that they will send us the original mobile home title with their lien released once they receive the mortgage payoff letter from our office. This information is necessary for the preparation of the transfer of deed documents and to proceed with the closing sale of the home. We notified Wells Fargo that the necessary copy of title and email from their office would be needed by XX/XX/XXXX, as the close of the home was scheduled for XXXX on XXXX. Wells Fargo assured us that a work order had been created, Work Order XXXX, and had been escalated to meet our timeline. Our original contact was XXXX at XXXX x -- -- -- XXXX. We checked back Wednesday XX/XX/XXXX, Thursday XX/XX/XXXX, and Friday XXXX. No title had been found and no email letter or correspondence received. We spoke to numerous Wells Fargo representatives, re-escalated the case two times, made three requests to speak to a manager ( none of which were answered, nor was a call ever returned to us ). On one call, on Monday the XXXX, we were told that Wells Fargo needed the HUD number off of the mobile home plate on the exterior of the home, in order to locate or find the title. That number ( HUD XXXX -- -- XXXX ) was called in on the XXXX, as well as a copy of the image of the plate, showing the number, faxed to XXXX on Tuesday the XXXX, the number we were given to fax it to, along with the Work Order number -- -- XXXX and Loan Number ( referenced above on this letter ). On XX/XX/XXXX, the day originally scheduled for closing, I called with my daughter, XXXX XXXX, again to ensure that there was nothing Wells Fargo needed from us ( additional information ) and to ensure that they did receive the fax ( as my confirmation had stated ). We spoke with XXXX in the XXXX Department who reviewed the notes, saw the escalation requests, and confirmed Wells Fargo did have that fax and number on file. XXXX also stated that our Mobile Home Specialist Processer, XXXX XXXX, was assigned to our Work Order and that it was Tuesday and she was out of office. I got her email, XXXX, as there was no phone number XXXX could offer for her, and emailed her several times to check in on the progress of the XXXX XXXX. In addition, title curative manager, XXXX XXXX, was added by myself as an authorized person to speak on my behalf, and established a separate work order with the XXXX XXXX Department, to try to work that angle on her end. We also contacted the South Carolina XXXX XXXX XXXXXXXX on Thursday XXXX, and spoke with a gentleman there who was able to look up the HUD number in the XXXX system and provided with the following information. The lienholder is listed as XXXX XXXX XXXX out of XXXX XXXX, SD. It appears this lienholder is no longer in business. To update the title to Wells Fargo, Wells Fargo simply needs to fill out Form XXXX, and have a Wells Fargo banker or representative bring it with them to any local XXXX branch along with {$35.00} to receive an expedited title. Then, XXXX will re-issue the title same day. Per the XXXX representative, if Wells Fargo chooses to fax or email in Form XXXX, this will go to the corporate/main XXXX office in XXXX, SC for XXXX, resulting in a XXXX week delay. He advised against this heavily as we were already one day past the original close date at the time of the call. I then went to the XXXX XXXX branch of Wells Fargo myself, around XXXX XXXX on XXXX, and spoke to the banker there, XXXX, who tried to assist me with filling out Form 400 - however, he was unable to obtain the information necessary in my records to fill it out. He also attempted to call the corporate Wells Fargo number to get the information to help me, but was told there was a Work Order and Escalation issued already. Wells Fargo corporate was unwilling to give him the information necessary. A copy of Form 400 was emailed to XXXX XXXX XXXX, including the VIN # ending in XXXX, as well as a copy sent via Fax ( to the number mentioned above, referencing the work order number ) stating what we needed done - Form 400 completed and emailed back to myself or my daughter and we could attempt to file it ourselves and pay the {$35.00} to get it expedited- if the XXXX would release a copy to one of us. All in all, weve spent over 10+ hours on various holds with various Wells Fargo representatives, simply trying to get an update as to where you were in the process and what other information was needed. When I called in today, XXXX, seven days past my original work order scheduled completion, I was informed my original Work Order # -- -- XXXX had been cancelled. A new work order and new case specialist had been assigned - XXXX XXXX, new Work Order # -- -- XXXX. XXXX instructed me to give the fax number, XXXX, to XXXX XXXX to fax over a request or additional documents. I have done so, though I am discouraged and concerned that I am starting all over again in this process with a new work order and new case specialist - even though XXXX XXXX XXXX never returned one email of mine. Currently, my concern is that the buyer will walk - as we have no end in sight, no confirmed date of when this will be resolved. I am using the money from the sale of this home to purchase another home. I am concerned I will lose that opportunity also. I am currently homeless, living with my sister, awaiting Wells Fargo to resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29640
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Regarding to my original complaint about the fraudulent withdrawal of {$15000.00} that was supposed to be a deposit of {$17000.00} from my account. I would like to express my disappointment with the resolution provided. I want to bring to your attention that in my initial complaint, I mentioned a deposit of {$17000.00} which I have evidence of, including video documentation. However, your response does not acknowledge this deposit or provide any explanation regarding its absence. This is concerning as it contributes to the discrepancy in my account balance. Additionally, when I requested a copy of the withdrawal slip, the document I received appeared to be altered and lacked crucial information. The absence of my complete name, the inconsistency in handwriting and signature, and the lack of location details for the transaction raise doubts about the authenticity of the withdrawal. I believe it is imperative for you to thoroughly investigate these discrepancies to determine the credibility of the transaction. Furthermore, my bank statement only displays the date of the fraudulent withdrawal without indicating the location of the transaction. This lack of information makes it difficult for me to verify the validity of the withdrawal. Additionally, the missing {$17000.00} deposit should be reflected on my statement, as it directly impacts the overall balance discrepancy. Youve attempted to use against me in your response.. It is distressing to note that despite reporting these unauthorized withdrawals and fraudulent charges, I have not received any reimbursement or refund for my missing funds. As a customer, I expected Wells Fargo to take this matter seriously and ensure that I am properly compensated for the financial losses I have incurred. With the unauthorized withdrawal of {$15000.00} that was supposed to be a deposit of XXXX which makes a total of {$32000.00} that is due to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89031
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I was charged {$860.00} for an auto bill pay that I never authorized. I have never paid my credit card this way. So I called Wells Fargo to complete a payment reversal on my account on XX/XX/XXXX, they mentioned that it would take 3 business days for this action to be completed. It is now 4 business days and they are suddenly changing their tune and have not given me back my {$860.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07105
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My address on all my and my wife 's accounts are being changed without our knowledge. We have worked with Wells Fargo for XXXX weeks and the problem persists. They make a correction in their system and in less than XXXX hours our address is auto populated with the wrong address in their system. There seems to be no security to prevent this. My address has not changed in XXXX years with them. This appears to have started around the beginning of XX/XX/2023. We have reported this to the Postal service, the banks, the credit bureaus, the local police, the Montana Dept of Revenue, the credit card companies, the FTC, and now the CFPB. The USPS and a system called XXXX seems to be auto populating our address incorrectly to all mailings and all financial institutions and credit bureaus and credit card companies. Over a month of reporting this issue and it still has not been totally resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A