Date Received: 2023-09-07
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Subject : Formal Complaint and Request for Mortgage Loan Information Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint regarding the handling of my mortgage loan and to request essential information related to the loan in question. My loan information is as follows : Loan Number : previous XXXX ; current loan number - XXXX I contacted Wells Fargo Home Mortgage on XX/XX/2023, to request a complete accounting of my mortgage loan. My efforts to obtain a comprehensive history of my mortgage, spanning over 20 years, have been met with obstacles, as the current servicer has indicated that they do not possess the full accounting information due to an alleged failure to receive it from Wells Fargo when the loan was transferred. My repeated requests for loan history documentation from various alleged servicers have yielded no results. Therefore, in XX/XX/2023, I approached Wells Fargo to request this critical information. Initially, I was informed that I would receive the requested documents within ten business days. However, the timeline was subsequently extended to 30 days. To my disappointment, I received a letter from Wells Fargo stating that they would not provide me with the requested information. On XX/XX/2023, when I contacted Wells Fargo Home Mortgage once more, I was provided with deeply troubling information by a customer service representative from the Executive office. The representative informed me that my loan number was not, in fact, a loan number but rather a claim number. Furthermore, he disclosed that there was an allegation of fraud associated with my mortgage loan. Shockingly, he asserted that my name was not on the loan. My purpose in writing this formal complaint is to express my deep concerns and to seek resolution to these alarming issues. Specifically, I request the following : A complete and detailed accounting history of my mortgage loan, covering the entire duration of the loan, including any records related to payments, escrow, interest, and principal. A copy of my entire loan file, containing all documents, contracts, and records associated with my mortgage. A comprehensive explanation of the alleged fraud on my mortgage loan, including details, evidence, and any related investigations or actions taken. Clarification regarding whether my name is officially associated with the loan and, if not, an explanation for this discrepancy. I believe that obtaining this information is essential for me to understand the status of my mortgage, address any discrepancies, and ensure that my rights as a borrower are upheld. I kindly request that you investigate this matter and facilitate the provision of the requested documentation and information within a reasonable timeframe. The attachment lists the accounting years I have received. Please note the years that are missing from the list, and the statement at the bottom, promising to provide the other years ; yet, the other years were never provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: At the beginning of XXXX I lost my job. I immediately applied for the forbearance program with my mortgage company Wells Fargo. During the intake call I was asked if this was COVID related. I said no because I thought they were asking if I had COVID and that is why I lost my job. I was enrolled in their forbearance program ( non-Covid- Cares Act ). I remained continuously in the forbearance program until Wells Fargo until they sold my mortgage to XXXX XXXX in XXXX. Once the mortgage was transferred Wells Fargo reported my mortgage as 90 days delinquent. This reduced my credit score from XXXX to XXXX. I immediately contacted Wells Fargo executive office. They conducted an investigation and concluded that the delinquent credit reporting was correct because my forbearance didnt fall under the Cares Act. Then I contacted my attorney and explained the situation. He explained to me that my forbearance was covered under the Cares Act since my job loss was related to Covid due to a loss of business which was related to Covid which in turn eliminated my position. Then I contacted Wells Fargo executive office with this new information. They started another investigation and concluded that the delinquent credit reporting was accurate since I didnt initially claim the job loss was due to Covid. Due to my lack of understanding of the initial question regarding Covid during a traumatic and stressful time in my life, I would like my forbearance program reclassified under the Cares Act Forbearance program and the negative credit reporting about the account being 90 days delinquent removed from all of the credit bureaus As a side note my VA XXXX was increased to 100 % in XXXX. In XXXX I was able to bring my mortgage completely up to date and it continues to be up to date. I have stellar credit never missing any kind of payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I have had accounts with Wells Fargo for 20 years and a credit card with them for close to or during this entire time. They seem to have lost statements from early XXXX and pass me from one person to the next with promises for them to call but I don't seem to be anywhere closer to receiving the statements. I have expressed a need for these in a timely manner however they continue to delay. Additionally, and now just as importantly, they have stated that I have delinquent accounts or prior credit cards with them. I have never been late, never missed a payment, and never been delinquent with anything - credit cards, mortgages or anything else. The first rep stated several times that I have a delinquent card with them. Another rep stated it was from XXXX and was a fraudulent account. Either way and again I have never been late or delinquent and want this cleared up ASAP and need the statement from last year immediately as I refer to them for tax purposes and their delays have caused me great issues with timing on my due dates. Every time I speak to someone its the same waste of time call where they say there is something funny with their system and cant find the statement for last year and are now stating that there is a derogatory account from XXXX. I am now hearing about this for the first time and know that I have never been late or derogatory.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: Met a guy named XXXX on XXXX while I was very vulnerable. I ended her relationship of 14 years shortly before the scam. We started chatting, he was really patient because he waited until that friendship grew into a romantic feeling. That is when I started investing. He taught me everything about crypto and trading and gave me detailed instructions on how to do everything. I even took XXXX USD in personal loans in order to start investing. The total amount invested and lost is XXXX USD. My first transaction happened in XXXX this year and the last one around XX/XX/2023 from my account and through the intermediary XXXX to the scam company XXXX The scammer went to great lengths since he even allowed me to withdraw my profits once, just so I dont get suspicious. I was completely unaware of what was going on and genuinely believed that I was making money. As it turns out, not only did I lose the money, I am now in an indescribably worse situation than before the scam, with monthly installments for the loan. I have to find a second job because of all this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95376
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had a credit due on my account {$2300.00} in approximately XX/XX/2023. I requested the credit be applied to my account, sent to me electronically, or by check. I still don't have the credit or check and it is XX/XX/2023. I have spent hours on the phone requesting this check and they have promised it will be mailed and it is not mailed. This company is fraudulent and should be fined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98053
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Wells Fargo closed my personal and business accounts due to a management decision on XX/XX/23. My personal account balance at that time was {$110000.00} and my business account balance was {$5400.00}. They extended the closure of my account twice and finally closed my account on XX/XX/23 and held my funds and will not return them to me. The funds were sent to the Fraud & Claims Management Department and are being held in suspension until they receive verification information, which I have already sent to them. They are still refusing to return the funds and I do not know what else to do. I have been contacting them for over the last 2-1/2 months and they have told me several different things and have lied to me. This not only was harassment, defamation of character and financial ruins to me, but to my clients who were the individuals who issued the checks for me to deposit. This is not fraud or a scam and I have proven that to Wells Fargo Bank, but they are holding my funds illegally. I hope you will be able to help me and my clients. If you need further information, I have everything, but the telephone calls I made to Wells Fargo, but I do think they record them. Thank you for your assistance. Sincerely, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92027
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Routinely holding certified and/or cashiers checks for regular monthly activities, causing havoc to business operations with monthly expenditures been held by WellsFargo for XXXX weeks at a time. No valid reasons provided and dispute resolution process is even slower
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10459
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: i invested with a broker and sent money by wire transfer but the sccamer took my money i went to the bank to try to get help they did not do anything they told me was my problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28405
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have been with Wellfargo for more than 20 years with no issues. My debit card was about to expire so Wellfargo sent me a new card, card didn't arrive. On XX/XX/XXXX, I received several emails and texts from Wellsfargo alerting me of fraudulent charges with incorrect password, transactions were from XXXX, XXXX, XXXX and GAS STATIONS. Only 2 transactions went through, gas station for {$200.00} and XXXX for $ XXXX dollars, of course there is no need for the pin code. I immediately called the bank to let them know so they canceled the card. Two claims were filed to reverse those transactions. 2 days later I went to get my mail and noticed our mailbox was broken. I immediately called the police to file a report, they also suggested for my to contact the XXXX police department which I did. I reached out to the Homeowners Association to let them know about the vandalism issue. They also informed me there were several broken mailboxes around the neighborhood. I called the three credit bureaus. I did everything in my power to protect my identity. Called werlfargo to ask if they need it all my evidence, their response was NO. A week later the $ XXXX dollars were approved and back in my account, the {$200.00} was denied. I called again and asked them for the reason of my denial, and they stated it was because there were conflicted comments from their representative, one was saying I have my card during the transactions and the other one that the card was stolen. I asked Well Fargo to open the claim again and I will send all my evidence. I called today XX/XX/2023 and they claim was denied for the second time because they cant find no evidence that the card was stolen from my mailbox. I requested a manager to get more information on why my evidence was not enough, XXXX from the sr. analyst refused to provide me with more information and say there was no one else I can speak with, and it was a final decision. I would like for the Consumer Financial Protection Bureau to help me with this claim. I have attached all my evidence for your review. It is not right to leave our money thinking it will be protected and when issues like that happen, we are cut dry not taking any steps to help their customers. WellfargoCaim number # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I was having hardship after covid spoke to a foreigner who could barely talk said they have no programs to assist. Once my XXXX kicked in made a payment but account now closed. Catch up plan was a plan to make payments every freaking XXXX weeks say if u didn't agree they would close account so I agreed to save account. In the past I've never had problem but soon as I need hardship option nothing available to me.Been a good on time paying customer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A