WELLS FARGO COMPANY

2017-09-05

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: For two months now, my debit card continually is denied despite availability of funds in my primary account. Wells Fargo has stated repeatedly that the issue is 'on their side ' and each and every call to customer care ( there have been 7 calls ) I am told they 'refresh the card ' and that the problem is fixed on their end -- except it is not. My card is rejected at point of sale, at ATM, and online. When I ask a business or service to 'please re-run the card ' -- 50 % of the time the transaction will go through. Wells Fargo finally sent me a replacement card and stated it would solve the problem -- it did n't. At first Wells Fargo stated that again, on their side, the card was refreshed and that I should n't have any problems. I even drove to an ATM with them on the phone to prove that the card would not work. I have filed a complaint with Wells Fargo but nothing get 's done. I have escalated. All they will do is tell me that they are 'doing what they can on their side ' but yet nothing is getting fixed. For 2 months now I have difficulty in getting MY money and using my card. Wells Fargo has failed to take my issue seriously or match my sense of urgency.
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

Salton City, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: wells fargo bank is allowed a charge in my acct that iam not authorize i call the bank in XX/XX/2017 to see why is the charge for years in my acct that i need then to stop the charge i have a letter from wellsfargo that said the charge was stop the problem that they stop for 2 months only i have the same charge again ( HAP XXXX ) IAM SICK OF THAT ABUSE I TRY TO CALL the # XXXX and never answer only cumputers but said welcome to wells fargo so wells is making the charge in tha is wrong
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

Brooklyn, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home 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

Dallas, TX

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
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

Houston, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: I tried to ask Wells Fargo if they could please help me investigate a scam issue that occurred to my account, but they refused to help with any issue as I 'm not a customer. I am a customer with XXXX XXXX XXXX that refuses to help me as well as I think it is the bank 's responsibility to help me recover the lost funds in my account and track down the scammers of the bad check. I should n't be held accountable for XXXX XXXX XXXX processing the bad check and allowing me to withdrawal the large amount from the processed check and depositing it into a Wells Fargo account as I was instructed to. Neither banks are trying to help me recover the funds nor catch the scammers. The local authorities are n't able to do much if the bank does n't cooperate. I believe it should be the bank 's responsibility to catch a bad check in a timely manner and help their customers in every way possible to prevent this from happening to other people.
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

Dealing with your lender or servicer

Student loan: Private student loan

Keep getting calls about your loan
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

Lincoln, NE

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: On XX/XX/XXXX I called Wells Fargo IRA Customer line and was looking into what was needed to withdraw funds from this account as I was in a situation where I needed the funds as soon as possible. I was told there was a hold on my account and I needed to fill out a CIP form. The rep told me that it would take 2-3 business days, but once I filled out the form and emailed it back to her I should call back to possibly get expedited. I filled out the form and emailed back within three hours. I called the Wells Fargo IRA number back and the rep I spoke to told me that there was no way to expedite and that I needed to wait. Given this was a critical situation I asked to speak with a supervisor to talk to someone with a better understanding. The rep refused to transfer me and told me they would call me back. I still have yet to receive that call. That same day I called my local branch who informed me that there was additional paperwork the initial rep did n't tell me about. So I ended up going in, filling out, and faxing those papers at that branch ( still on Thursday ). I was told at the branch that if I was lucky the documents could be processed on Saturday and to call the Customer service line I had called before. I did this on Saturday XX/XX/XXXX and the rep at that time told me it could take 5-8 business days. At this point I was frustrated at the misinformation from the two reps, but let it slide. I called back on Tuesday XX/XX/XXXX to see if the hold was removed. At this time I was now told that it would take 7-10 business days. My frustration has now reached a tipping point. I keep getting lied to and deceived by this company and nobody seems to give me the same information twice. In a situation that was an emergency this company has continued to give me the run around. I called their complaints department who documented the situation but merely transferred me back to that dept who told me, once again, that a supervisor would call me and that it could take up to 24 hours. Wells Fargo either has inconsistent training or their reps are flat out lying to me and when you are in a situation where you need to know this just does n't cut it.
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

Great Neck, 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

2017-09-05

Atascocita, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and 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

CA

Incorrect information on your report

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

Account status incorrect
Complaint: please find attached the creditor letter for which they have approved to remove the fraud account from my credit report, i have already submitted this letter to both XXXX and XXXX, but still they have not removed this account except XXXX. XXXX needs to remove right away instead of disputing this account. thank you for your cooperation
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

Tampa, FL

Struggling to pay mortgage

Mortgage: Conventional home 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

Ehrhardt, SC

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

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

Their investigation did not fix an error on your 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

2017-09-05

Gretna, LA

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

Orange, NJ

Struggling to pay mortgage

Mortgage: Conventional home 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

2017-09-04

Bloomington, MN

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I have a checking account with Wells Fargo. During the entire time I had the account I had a {$300.00} bounce protection limit. They would always pay items to that amount. On XXXX a check was submitted for {$160.00} and one for {$30.00}. At this time the account had a balance of around - {$20.00}. Based on previous experience I expected these items to be paid and be charged two {$35.00} fees. The two items were rejected and submitted back as NSF. In addition to the items being returned I was charged 2 {$35.00} fees. As expected the items were reran again and submitted for payment 2 days later on XXXX. At this time the account was about - {$70.00}. Oddly enough the checks went through this time and again I was charged 2 {$35.00} fees. I emailed Wells Fargo through their online customer service. I asked that they refund {$70.00} worth of fees. I was responded to saying that they would not refund the fees. I responded and told them I would open a CFPB complaint and they transferred me to their Executive Office and a rep from that office took my call. Again they could n't explain to me the reason for the above scenario and refused to refund the {$70.00} in fees. I was then contacted by Wells Fargo a few days later in response to a negative balance in the checking account. I told them I was still waiting for an acceptable response to the above scenario and they transferred me to a customer service rep that again could n't fully explain and refused to refund {$70.00} in fees. So I am at the last resort of reaching out to you, and hopefully will prevent future customers of Wells Fargo to get the same treatment. Why can they change their rules and reject two items that would have always been paid before, charge the {$70.00} in fees, and then two days later charge another {$70.00} in fees when the items are resent and actually pay them this time when the account was even more negative then before. Why were n't they paid the first time then? Was Wells Fargo very much aware that the items would be resubmitted again a few days later and they were looking to optimize fee income? All I asked them was to refund one set of {$70.00} in 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

2017-09-04

Holly Springs, GA

Trouble during payment process

Mortgage: Conventional home 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

2017-09-04

Minneapolis, MN

Incorrect information on your report

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

Account status incorrect
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

2017-09-04

Shulerville, SC

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: Well Fargo Opened an account frauduantly for my XXXX husband and recieved deposits in the account from XX/XX/XXXX and XX/XX/XXXX. Well Fargo has refused to provide account authorization, details on the account or access to the funds On XX/XX/XXXX my husband : XXXX XXXX XXXX, XXXX. XXXX USAF XXXX XXXX. I was named the executor and trustee of his estate on XX/XX/XXXX My sons and I reviewed my husbandss last retirement statement on XX/XX/XXXX. There was a deduction {$310.00} to a Wells Fargo Account Routing XXXX Acct. XXXX. During XX/XX/XXXX and XX/XX/XXXX, I went to the local banking center and called Well Fargo XXXX number. I provided all the necessary documentation MULTIPULE times. Routing and Account numbers, my husbands SSN, Probate and Trustee Documentation. Each time they said they would research issue and get back to me with the findings. After getting no where with Wells Fargo, I wrote to the XXXX XXXX XXXX XXXX XXXX XXXX regarding the deduction. On XX/XX/XXXX in a letter they validated/confirmed that the deduction payable to Wells Fargo started on XX/XX/XXXX and ended on XX/XX/XXXX. They also provided the aba routing and account number. I went to the local Wells Fargo again with the letter from DFAS showing the account has been receiving deposits each month. Once again I provided, the account information, my husbands SSN, probate and trust documentation. Needless to say, I was very upset and frustrated. I discuss this with my son XXXX XXXX. He said he would take over following up with this issue. I provided my consent. My son XXXX, wrote to XXXX XXXX XXXX of Wells Fargo in mid XX/XX/XXXX explain ning the situation and the appalling treatment I received. The expectation of this letter is that someone with the ability, capability, and authority from Wells Fargo to provide a resolution and documentation of my husbands authorization for this account. On XX/XX/XXXX, XXXX received two identical form letters from XXXX XXXX, saying they received the information. On XX/XX/XXXX, XXXX XXXX wrote again requesting additional information. Since I and my son are not listed as co-owner on the account, Well Fargo would require legal documentation confirming me or my mother was the court appointed representative. Please note that this information was provided previously to the banking center and via mail. On XX/XX/XXXX, I received a letter addressed to my ( XXXX ) father regarding mediation. I dont understand why I should submit to mediation since the account and its deposits have been validated by DFAS. I sent this onto my son for documentation. On XX/XX/XXXX, My son wrote XXXX XXXX again. He expressed frustration that XXXX XXXX and NONE of the employees of Wells Fargo would take ownership of resolution and provide the documentation of my husbands authorization of the deduction by Wells Fargo. He provided the probate information with my name and the trust documentation. On XX/XX/XXXX, He received another letter XXXX XXXX stating that XXXX XXXX received the 2nd letter. On XXXX, He received another letter from XXXX XXXX. In order to fully investigate my concerns A signed authorization from the Representative of my husbands Estate, prior to releasing account information to a third party ( my son whom I authorized and consented to act on my behalf ). Additionally, she requested my husbands SSN again. Note, this information has been provided multiple times to multiple employees at Wells Fargo On XX/XX/XXXX My son wrote a third letter this time to XXXX XXXX XXXX-Chairman of the Board with the additional information once 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

2017-09-04

Dillon, CO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home 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

2017-09-04

Boston, MA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: After contacting Wells Fargo to obtain some information about the loan ( insurance payments, escrow payments, tax payments ). The fallowing month my escrow account was emptied of XXXX ; and my payment went up XXXX a month with No increase in taxes, and a XXXX ( XXXX ) a year increase in insurance. I have contacted Wells Fargo numerous times and was given different explanations three times by XXXX XXXX. I finally received a letter that did nothing but show the increase with no explanation for the cause of such a substantial increase in my monthly mortgage. I have yet to receive any letter showing why Wells Fargo emptied the escrow account
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

2017-09-03

Fred, VA

Communication tactics

Debt collection: Other debt

Frequent or repeated calls
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

2017-09-03

Oxford, GA

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I recently received a copy of my XXXX and XXXX credit report and I notice there is an unauthorized credit inquiry made by : XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GAXXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX, XXXX, XXXX XXXX, XXXX, Wells Fargo Dealer Service Auto Creditor : Wells Fargo Dealer Services Attn : Credit Bureau Dispute Resolution Unit CBDRU Mail Coded : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX, XXXX XXXX, XXXX. I do not recall authorizing this credit inquiry and I understand you should n't be allowed to put an inquiry on my file unless I have authorized it. In addition, the creditor that provided documentation for credit inquiry to give authorization to review my credit worthiness. Did not provide an opportunity for me to clearly understand what I agreeing to. The credit inquirer 's authorization form was too complicated and not easily understood in language I would understood. I am requesting you initiate an investigation into : XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX XXXX inquiry to determine who requested this credit inquiry.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-03

Sioux Falls, SD

Incorrect information on your report

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

Account information incorrect
Complaint: This complaint is file to have the CFPB review the attached documents and hopefully see that Wells Fargo Dealer services altered contracted due dates in order to receive additional monies toward forced insurance that already had be contractual met. They refused to answer the State Attorney General in fact they avoided answering the question all together and repossessed my vehicle all together based on the lie they created. The repossession was no more than a retaliation for taking them to Small Claims court to get them to clean up their mess they created. No matter what you request of them they will ignore you or send false witness about the whole situation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2017-09-03

Etna, OH

Struggling to pay mortgage

Mortgage: Conventional home 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

2017-09-03

Santa Barbara, CA

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