WELLS FARGO COMPANY

2017-09-06

San Gabriel, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We did a loan modification back in 2008 circa with Wells Fargo due to financial hardship. And the modification period has ended recently and the interest rate increased to 6.5 % on our mortgage. The payment became too high for us to handle and with our current credit score ( XXXX ) we are not able to refinance. Our parents loan us XXXX and we wanted to pay down the principle of our mortgage and recast our loan term in order to lower our monthly payment. When we contacted Wells Fargo regarding this, they told us they can not approve our recast because we had previously done a loan modification on this mortgage. When we sign the loan modification, there were no verbal warnings nor papers telling us doing loan modification would effect our ability being recast even with us able to pay down over 60 % of the total amount owed. So the goal for us is to pay down the loan and recast our term thus lower our monthly payment. We are not even asking wells fargo to lower our interest rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Leeton, UT

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Complaint: Wells Fargo is reporting a charged off account on my credit which I did n't even know I had. I recently found out about a card on my credit report that has charged off last year. I never received a phone call or notice from them one time. I saw it on my credit report recently and immediately contacted them. I have not used the card nor did I know of its existence. I am unsure if my ex from years ago did this and if so it is her responsibility but I did not sign for this card that I can remember. If I would have received a call or notice on this account I would have handled it at that time. How was an account opened in my name? This has affected my financing of a home and I was forced to pay this debt to move forward even though I do not owe nor have I used the card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Mequon, WI

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Stevenson, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Please be informed that my husband and I have been trying very hard to establish communication with our Home Mortgage Preservation Representative, XXXX XXXX XXXX, XXXX, of Wells Fargo Home Mortgage but it seems all our efforts were in vain. As of this writing, our mortgage has been referred to a collection agency, XXXX XXXX XXXX XXXX XXXX XXXX XXXX in spite of our several attempts to send proof of timely payments to XXXX XXXX on our HAMP Trial Modification. He stands on his assumption that we missed payments on our mortgage. We sent him excerpts of our Bank Statement but these were ignored by XXXX XXXX. Below please find a summary of my communication/correspondence with Wells Fargo through XXXX XXXX XXXX, XXXX. Friday, XX/XX/XXXX HAMP Trial Modification Approved Wednesday, XX/XX/XXXX Hamp Trial Modification Approval Rescinded allegedly : missed payments Thursday, XX/XX/XXXX Replied Letter of Denial asking reason why Thursday, XX/XX/XXXX WFHM Preservation Specialist, replied allegedly making phone calls to us regarding late mortgage payments Thursday, XX/XX/XXXX replied Specialist 's email informing him that we are still in the XXXX and no phone calls registered on my cell phone Thursday, XX/XX/XXXX emailed Specialist with proof of payments and sent by our bank ( XXXX XXXX XXXX ) to WFHM Thursday,XX/XX/XXXXSpecialist emailed back for additional proof ( did n't state type of proof needed ) Tuesday, XX/XX/XXXX Letter, dated XX/XX/XXXX, from collection agency XXXX XXXX XXXX XXXX XXXX XXXX, collecting {$260000.00}, received on XX/XX/XXXX Wednesday, XX/XX/XXXX Received a letter from XXXX XXXX, Senior Vice President, XXXX XXXX XXXX XXXX stating to help on our mortgage problems Sunday, XX/XX/XXXX sent two emails to XXXX XXXX re Bank Satement as proof of payment Thursday, XX/XX/XXXX sent another email Saturday, XX/XX/XXXX sent another email Thursday,XX/XX/XXXX mailed a letter to XXXX XXXX, Senior VP, XXXX XXXX XXXX XXXX re : soliciting help I do n't understand why XXXX XXXX sent our case to a collection agency in spite of our efforts to settle the problem ( s ) with him, allegedly for missed payments. This very unethical for a Representative of one of the biggest Mortgage Servicer/Lender in the United States. We are so close of completing the Trial Modification. When he rescinded our HAMP Trial Modification on XX/XX/XXXX, or only after one week, on XX/XX/XXXX, he referred our case to a collection agency. This in injustice, I hope CFPB could help me. Thanks ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

East Troy, WI

Problem with a credit reporting company's investigation into an existing problem

Student loan: Private student loan

Problem with personal statement of dispute
Complaint: I 'm a cosigner on a private student loan with Wells Fargo. I have been paying this particular loan back for at least 8 years, never missing a single payment in the process. The amount that I pay every month is usually around {$82.00} dollars which has always been on auto-pay. In XX/XX/XXXX of this year, I switched banks and had to update all of my auto-pay for information for all of my accounts along with this student loan account. My new bank mistakenly gave me my savings account number instead of my checking account number and this caused all of my bills to end up going to the wrong account. Fortunately, I noticed this mistake within a week and was able to contact all of my accounts and everyone affected reversed any and all fees and the situation was fixed. I also went online to the Wells Fargo website and updated my auto-pay information like all of the other accounts to the proper checking account number. This was done in the middle of XX/XX/XXXX, well before the XX/XX/XXXX date when the amount would be due for that month. I received an e-mail on XX/XX/XXXX about an issue with my automatic payment, so I went online and once again re-enrolled in the automatic payment making extra careful that all my bank routing numbers and checking account numbers were correct. On XX/XX/XXXX, I logged on the Wells Fargo website and decided to pay off completely a 2nd smaller student loan I also had with Wells Fargo in the amount of {$160.00}. While on the website there were no messages indicating that there were any further issues with my auto-pay, and no alerts to tell me that a payment was due soon on my account. I have several accounts that I handle online, and without exception they all inform you in big bold red letters when a payment is coming due soon if no payment has been scheduled or if auto-pay is not enabled. Figuring everything was fine I logged off the Wells Fargo website feeling satisfied that I had one more account paid off in full. It was not until early XXXX when I first found out that there was still a problem with my student loan payments. During this whole time i was never notified by either e-mail or phone indicating there was an issue with my account and that a payment had not been received. I only found out there was a problem because they contacted my mother whose name is listed on the loan, but at no time did they ever try to notify me that something was wrong with my account. When my mom made me aware that someone from Wells Fargo had gotten a hold of her about my student loan account I went online and saw that there was still no auto-pay set up on the account and the account was now 2 months past due. I immediately made a payment for {$170.00} on XX/XX/XXXX and again re-enrolled in auto-pay. By this point a negative report had been sent to the 3 credit bureaus showing I was late 30 days on a payment. My XXXX score took a 50-point hit and pushed it below the XXXX level I had been working towards to get a home equity line of credit at my bank. I spoke to the Wells Fargo customer service department on XX/XX/XXXX and explained to them the issue. The very nice and helpful customer service rep sent the request for my dispute of the negative credit report to be looked at, and explained that I would get a response in the mail. She also notified that my account was no longer past due but that there was still no auto-pay setup up on my account and that my previous attempts might not have been processed since there was an amount past due on the account. I paid {$100.00} dollars that day on the website and waited for the payment to post and once again re-enrolled in auto-pay on XX/XX/XXXX. I finally received a response to my dispute on XX/XX/XXXX and they informed me that after reviewing the information they verified that the negative report was accurate. I once again contacted the customer service department and escalated the issue to a supervisor who offered to look at it more closely including the calls that were made. After a couple of hours, she called back and informed me that since they did make an attempt to call my mother and payments were not made on time there was nothing that they could do to change the negative credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Ernul, NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: I previously held multiple accounts with Wells Fargo for many years. The account in question was a secured credit card from XX/XX/XXXX up until XX/XX/XXXX. I would frequent the local branch to keep in constant contact and discuss the best ways to use the card to improve credit. The last conversation I had was when I advised I was no longer employed with my ( now previous ) employer, and I needed to close the account. She advised I just let it sit and it would close on its own and show up as a paid but closed account. I have looked over my consumer credit report, and see a span of time where I was reported late for ( 3 ) consecutive months which had a HUGE negative impact and cost me a lot of money on future accounts in interest as well as lowering my credit rating. I listened to the representative, and am now suffering the repercussions. After doing some research, it has come to my attention that this very well could have been a plot the whole time. The lawsuit proves they do not act in good faith, and have yet to show good record keeping or doing their due diligence as required. This is the second time an oversight has put thousands of consumer 's personal information at risk. I have since closed my previous account, and am about to close my last ones including my business account. As much as I thought they were an upstanding company, they have since proven me wrong. That is a mistake I will not make again. " Fool me once shame on you. Fool me twice, shame on me. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Saint Paul, MN

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Wells Fargo Home Mortgage Foreclosure Attorney - XXXX XXXX XXXX has filed a lawsuit against me WHILE I AM CURRENTLY in loan modification review with Wells Fargo for my mortgage. I feel this is a violation of the dual-tracking laws. XXXX XXXX XXXX should not be pursuing a lawsuit against me during a loan modification review with Wells Fargo. I do not have XXXX which most attorneys want as a retainer to fight the district court complaint filed in XXXX XXXX against me WITH A RESPONSE DUE BY XX/XX/2017 or I am in default. I need help ASAP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Beallwood, GA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-09-06

Fdl, WI

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Buffalo, NY

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Henrico, VA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Unexpected or other fees

Money transfer, virtual currency, or money service: International money transfer

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Chicago, IL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Complaint: I have a new mortgage that has not reported to my credit report. I have made 3 monthly payments and about to make a XXXX payment on XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-06

Del Rey Oaks, CA

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-09-05

Garnet Valley, PA

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I put in a hardship withdrawal request with Wells Fargo to withdraw much needed funds, XX/XX/2017 to consolidate debt and pay past due rent owed to my landlord to avoid eviction, to try and refinance my vehicle, and fix my credit issues. The bank was supposed to send me the paperwork with 2 to 3 business days, it took 10 days to receive the paperwork, i filled out all of the paperwork and submitted the necessary documents and I was told it would take 5 to 7 business days to process and receive a check, i called after 2 weeks wondering why i had not received the funds only to find out that it was direct deposited to a closed account at my bank ( XXXX XXXX ) XXXX XXXX is now holding the funds for 15 days pending a good funds approval. with all of the long drawn out processes, my vehicle has now been reposessed with threat of sale at auction, and i am now being threatened with eviction, Neither Wells Fargo or XXXX XXXX will give me exact answers as to when i will receive my money It is now XX/XX/2017 and i still do not have my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

Doylestown, PA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2017-09-05

Ashburn, VA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Complaint: I paid a company, XXXX XXXX, $ XXXX by debit card for a service they never provided. Wells Fargo allowed the them to keep my funds stating that: "you did not cancel the service as outlined in the terms and conditions signed by you."It turns out this company is a scam and criminal enterprise, the owner is being criminally charged for doing to others, what he did to me. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Problem getting a working replacement card
Complaint: I am living in XXXX but worked 2 months at the University of XXXX in 2011 and opened a bank account at Wells Fargo that time. I have about {$800.00} in my account and requested a credit card to get access to my money. The bank refuses to send me the card to my home address ( although this is the address they have in file ) and the only option they offer to get access to my money is that I should personally visit a branch. Of course the time and cost for travelling from XXXX to USA is more than {$800.00}, so it is impossible in practice. They state that they can not verify my identity otherwise and rejected my suggestion that I will scan my ID or proof my identity otherwise. Thus, Wells Fargo do n't offer me any way to get access to my own money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

MN

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX I call Wells Fargo about something on my online account. After talking about it, I said I take care of it and would follow up tomorrow XX/XX/XXXX. OnXX/XX/XXXX. I returned the call to Wells Fargo to let them know I did correct he problem. Well they said they had to ask me questions to verify and release the block on my account. So they asked me questions about myself and said it was not a match. So now they had to ask me more questions. I remembering this happening several times before. They have my money and are asking me questions about my life and determining ifs its a match or not. How dare they play these games with my money. They do n't know me. They claim there questions about me is based on public data. Public data. When I responded to there public data questions, they have the nerve to say no match. Are you kidding me What kind of game are they playing with my money. They can not have the right to withhold my money based on public data information. They at no time ask me whether the public data information they have on me is true and they use this information to determine if they are going to remove a block on my money. This has to be wrong and illegal. They at no time told me they have thoroughly researched this public data information, cross referenced checked it with me and others and know for a fact this public data info is true or false and then they ask me these questions and tie my access to my money based on these questions. That 's wrong and bad business
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

Temperanceville, VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: XX/XX/XXXX We contacted XXXX at Wells Fargo after we received the escrow analysis. She said someone would call us. XX/XX/XXXX Doc enclosed-I visited the City treasurers office to find out about the taxes being paid. They said all taxes for XX/XX/XXXX were paid in full. Next year 's annual tax will be {$2100.00} Which we pay in 2 installments so in XX/XX/XXXX we should pay {$1000.00}. The escrow analysis said we had to pay {$1800.00}! {$800.00} too much. No wonder they show our excrow account short funds! XX/XX/XXXX at XXXX I contacted XXXX in the Tax Dept. ( No help ) XX/XX/XXXX we faxed 7 pages of tax info to XXXX XXXX. -Got one sentence saying they 'd look into it and get back with us. XX/XX/XXXX I had emailed Wells Fargo on their site about the problem and got a response from XXXX XXXX Mortgage Online Customer Service that said they had forwarded our question to Customer Care and Recovery specialist who would be contacting us.. XX/XX/XXXX Wednesday @ XXXX this was the PM I got from them on XXXX Hi, XXXX. Your concerns have been assigned to XXXX. Please expect a phone call within the next 24 hours. If you need any additional support, please reach out to me. Thanks. ~XXXX I wonder if it 's the same " XXXX '' as the XXXX XXXX that contacted my husband at XXXX XXXX and never picks up. Monday or Tuesday ( XX/XX/XXXX or XXXX ) both my husband and I tried to call him back with no response. XXXX We have received 3 automated letters saying they are working on it. What took me one day to figure out has taken them over a month!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2017-09-05

Washington Green, CT

Fees or interest

Credit card or prepaid card: Store credit card

Unexpected increase in interest rate
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

IL

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: On XXXX/XXXX/XXXX Wells Fargo notified us via mail they had sold our Reverse Mortgage to XXXX XXXX of XXXX, TX effective XXXX/XXXX/XXXX. We are not in default and have faithfully paid all taxes, insurance and upkeep to the property. We have ask how to go about making lump sum payments to reduce our loan but never received an answer. We now find XXXX XXXX is a substandard company and has a lawsuit filed against it by XXXX XXXX thru XXXX. The XXXX of Texas list them as " F '' and advises XXXX XXXX not to deal with them. As a result of Wells Fargo 's actions we are now forced to deal with a company who has a history of preying upon XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

Chicago, IL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

San Francisco, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-05

Beyersville, TX

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: Hello, My name is XXXX XXXX I am reporting a recent issue I have had with Wells Fargo and my student loans I have through this company. I have two student loans through Wells Fargo. I took out one loan in XX/XX/XXXX to attend XXXX XXXX University of XXXX, and one loan, I took out around XX/XX/XXXX to attend XXXX University. I have attended a few different universities from XX/XX/XXXX to XX/XX/XXXX. I have always had my loans deferred or made payments after six months of not attending any college until I started classes again. I have never had any issues with Wells Fargo until the year of XX/XX/XXXX I had been out of college for more than six months, and I fell behind on making payments for my student loans. Around XXXX or XXXX of XX/XX/XXXX, I received at least 50-100 calls ( 1-3 calls per day ) from Wells Fargo harassing me about making payments on my account. I finally worked out a payment plan with Wells Fargo, and I was informed that if I had made so many payments up until the date I started classes at XXXX University, Wells Fargo would defer my student loan payments once again while I was an active student. I caught up on enough payments to allow the deferment of my student loans. I was informed that I had to fill out a deferment loan paper and have the university sign it by a certain date so that Wells Fargo could initiate my deferment once they knew I was enrolled at the university. I did n't have to fill out this form in the previous years of attending different universities. In the previous years, I would call and inform Wells Fargo that I would be attending a university on a certain date. They would add a note in my file stating where and when I would be an active student, and they would automatically defer my loans once they check the National Student Data Registry. I had XXXX fill out the student loan deferment form that they and I signed stating that I would be attending XXXX in the years XX/XX/XXXX. This form was faxed to Wells Fargo by the college before the date it was due. Wells Fargo stated that they would not accept it, because the graduation dates were not on the form. I had the college re-fax the form again with the anticipated graduation dates and a representative from Wells Fargo claimed they never received the form, and I had the college fax the form once again. By the time Wells Fargo conveniently received the form, they clamed that it was too late to be accepted and they refused to defer my loans. My loans were eventually discharged completely, and every time I called Wells Fargo to have them send me " old deferment forms '' or past deferment information on my loans, they claimed that they could not specifically send me this information. The only thing they sent me was old payment information that I did not ask for. They basically cheated me out of my student loan deferment based off of " missing graduation dates '' even though they received all of information from the college stating that I was an active student and that I was enrolled there. I have never had any issues with Wells Fargo before this, and this leads me to believe that they are covering something up with my account and that they deliberately found a reason not to defer my loans. I can not provide any documentation at this point, because they will not send it to me and refuse to send me specific information and forms. I will NEVER get a student loan or do any business with Wells Fargo again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response