WELLS FARGO COMPANY

2017-08-17

Vancouver, WA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-08-17

LA

Incorrect information on your report

Mortgage: FHA mortgage

Complaint: Im writing this correspondence because in XX/XX/XXXXmy husband and I did a loan modification on our home. I was laid off from my employer and was not able to find employment until late XX/XX/XXXX. At that time I was told that I can make partial payments in the amount of {$820.00}. We were told the remainder of the balance of our payment would be a rear age that we would have to pay at one lump sum or it would be figured into the modification. We were NOT told that this would negatively impact our credit. In the way of saying that we had made late payments because we were in an agreement with Wells Fargo. We had made a commitment to make the above payment in order to be approved for the modification. We had to make these payments for 3 months consecutively. Well our case sat on someones desk for 9/10 months as we continued to make the agreed to payment. I called and called, I finally wrote emails to CEO and CFO before anything would happen. Fast forward to XX/XX/XXXX/XX/XX/XXXXI was laid off from my job again, agreed to a partial payment with Wells Fargo in the amount of {$850.00}, was not sent the agreement and again was not told that the partial payments would negatively affect my credit. My husband and I continued to make the payments in good faith thinking that we were doing the right thing. We agreed to a loan modification because we were told the rear age would be rolled into the loan modification and that our credit report would be updated. I bring this up now because we are trying to purchase a new home and sell our current home and because Wells Fargo falsely reported these payments as late or misled my husband and I that they werent going to be late we are unable to purchase a new home. We had no idea that this is what happened until someone really explained it to us, and told us that this has been going on especially where Wells Fargo is concerned. My husband called in yesterday to obtain info on the modifications and he was placed on hold for 30 minutes and the person he was on the phone with couldnt find the info he was asking for. Either Wells Fargo doesnt have it together or your departments need better training on document retention. Im asking for you to correct this matter as soon as possible. I disputed the false reporting on my credit because for me it read as inaccurate because we were making the payment on time and the payments that were agreed to by both parties.
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

2017-08-16

Tallmadge, OH

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

2017-08-16

Charlotte, NC

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Our client has been attempting loss mitigation with Wells Fargo for several months now. However, Wells Fargos ( WF ) conduct has been in violation of servicing laws and standards as more particularly described below. AFFIDAVITS FROM PERSONS WITH FIRST-HAND KNOWLEDGE Being filed along with this Complaint are affidavits from persons with first-hand knowledge of the below referenced falsehoods and loan servicing violations by Wells Fargo ; those affidavits contain additional details. MAKING FALSE STATEMENTS ; FALSLEY AND INACCURATELY DOCUMENTING MORTGAGE LOAN SERVICING AND LOSS MITIGATION FILE On XX/XX/XXXX, we submitted a request for ongoing loss mitigation with the required documentation to WF. It was our understanding that this application was complete. On XX/XX/XXXX, one day before a scheduled foreclosure hearing, WF contacted us and stated that a representative from WF called our office on XX/XX/XXXXand informed us that additional documents were needed for the loss mitigation application. That statement was completely false ; no one from WF contacted our office on XX/XX/XXXXand, until the call onXX/XX/XXXX, no one from WF contacted our office to inform us additional documents were needed. OnXX/XX/XXXX, our office received a letter from WF datedXX/XX/XXXX, that stated WF contacted our office onXX/XX/XXXXto discuss re-entry and the person from our office who answered the phone refused to take a message. This is yet another false statement by WF. In fact, our office contacted WF on XX/XX/XXXX, confirmed the loss mitigation application was received, and was informed that the documents were being sent to 2nd level for review. At no point did anyone from our office receive a call from WF on XX/XX/XXXX. Additionally, under no circumstance would anyone from our office refuse to take a message regarding a client file. MOVING FORWARD WITH FORECLOSURE BASED ON FALSE STATEMENTS AND DESPITE COMPLETE LOSS MITIGATION APPLICATION WF closed the loss mitigation evaluation file within a few days of the supposed call to our office informing us of the need for additional documents. Even if such a phone call had occurred which it did not loss mitigation guidelines do not set forth a deadline of a few days for borrowers to provide requested items or risk the loss mitigation evaluation being closed down. The complete loss mitigation application submitted to WF on XX/XX/XXXX included the income documents required by WF ( which WF is again requesting ). WF has failed to comply with federal and state rules and guidelines relating to servicing and foreclosure by failing to provide loss mitigation assistance when requested, and instead moving forward with foreclosure. WF is using the above-described false statements and documenting of the mortgage loan servicing and loss mitigation file as a bad faith pretext to move forward with foreclosure and to cease loss mitigation evaluations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Campton Hills, IL

Getting a loan

Student loan: Private student loan

Fraudulent loan
Complaint: This is a follow up to complaints : XXXX XXXX I have not received the info. I requested to verify the validity of my cosigning status. XXXX XXXX XXXX XXXX XXXX has not been forthcoming in providing the info. I requested. I do not want to file a fraud complaint until I receive all the info. I requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

NV

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: Today XX/XX/XXXX, I received a letter trying to collect on a debt that is 1. over 8 years old, and 2. paid off in XXXX, and 3. I paid taxes on it. I called and spoke to XXXX, she was not a good rep and not helpful. I told her that I paid this debt in XXXX and paid the taxes on the debt cancellation, which she seemed like she had no idea what that is. I also mentioned that I was not happy over the fact that they are trying to collect on a debt over eight years old, and also that I paid on it in XXXX, and I have proof. That I would need their information so that my attorney can contact them since this is clearly illegal. She also said this would not go on my credit report, I found that strange. Most all collection companies report it. I worked very hard getting my credit back up to 700+. A few minutes go by, I got my old records out of my XXXX account and my CPA 's records, I thought I need to call them back and get th complete account number to reference to to give to my attorney. When I called, the person I spoke to gave me no name, I asked for the account number she said there is not one, and I said that this seems to be illegal that they are trying to collect twice on the account and its over 7 years old, she immediately hung up. I was nice to each persons on phone, but firm in voice, as they were too. The Company name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX NV XXXX XXXX Ref # XXXX Amount : {$4300.00} Original Creditor : Wells Fargo Bank Current Creditor : 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

2017-08-16

Mountain View, OK

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: In XXXX,2017 I was online and saw an link to a card that would pay XXXX dollars for spending XXXX dollars in the first 90 day. I clicked on the link, it was wells fargo, I filled out the application and was accepted on line. I spent XXXX dollars in the card in the first month that I had the card. At the end of the first billing cycle in XXXX I checked my account and there was not a cash back reward, I called wells fargo and they told my it would be given to me in XXXX 2017 at the end of the 90 day intro. period. In XXXX when I checked wells fargo had only put XXXX dollars in my rewards account. I called wells fargo and inquired about the cash back rewards deposit. Wells fargo opened a case for me on the XXXX of XXXX and said it should be completed in 14 days. I called back on the about the XXXX of XXXX and it still had not been completed, and was told that it was real close to being completed. I then called back on the XXXX of XXXX and was told that it had not been completed yet. I asked to speak to a supervisor who gave me the same answer, and he told me that my case had been taken to the next level of the investigation. ( not sure what that means ) I told them both that this was not their fault, but was not very good customer service. After the lady gave me her reason for the case not being completed. I told her that I was going to file a complaint with the CFPB. and that what they were doing to customers was a bait and switch, At which time I told her was illegal and that I expected to have the XXXX dollars of the reward monies put into my rewards account by the XXXX of XXXX 2017. I then reiterated that I was going to report them to the CFPB. Thank you for your time in looking into this matter. last four XXXX XXXX XXXX XXXX XXXX, USA ( 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

2017-08-16

CA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: In early to mid XXXX I called Wells Fargo to see if there were any available promotions able to be applied to my account. I was given 0 % interest on purchases for 6 months, and 0 % interest on balance transfers for 15 months with a 4 % of the total balance transfer fee upon transfer. I accepted the promotions to be applied to my account. A few days later I called WF again to set up the balance transfer, but before instigating the balance transfer I verbally confirmed with the representative 3 to 4 times that if I made an approximately {$500.00} purchase, and a {$4000.00} balance transfer, and then paid $ XXXX monthly, that the 6 month 0 % interest balance would be paid off before the 6 month promotion expired and I would subsequently be charged interest. The representative verbally confirmed that the 6 month balance would be paid off, multiple times, which I took to be a verbal contract between me and Wells Fargo Bank. I initiated the balance transfer of {$4000.00}, and was charged the 4 % fee of {$160.00}. I also made a {$490.00} purchase. These charges posted to my account XX/XX/XXXX. These two separate promotional balances were shown on my XX/XX/XXXX statement. I then made a {$400.00} payment which applied on XX/XX/XXXX. Upon reviewing my XX/XX/XXXX statement, I found that the 6 month promotional balance had been reduced by {$26.00} to {$470.00} and the 15 month promotional balance had been reduced by {$370.00} to {$3700.00}. 6.645 % of my {$400.00} payment was applied to my 6 month promotional balance, and 93.355 % of my {$400.00} payment was applied to my 15 month promotional balance. At this rate if I continue to make {$400.00} payments monthly I will not pay off the 6 month promotional balance before the promotion is over, and I will be charged interest. I called Wells Fargo today, XX/XX/XXXXand was escalated to a supervisor and then to XXXX at the Executive Office of Customer Care. I explained my situation to him and informed him that I felt that Wells Fargo was breaching a verbal contract made with me. XXXX informed me that there was nothing he could do, and that if I continued to make the $ XXXX monthly payments I would not pay off the balance and would be charged interest. I asked XXXX to provide me with an explanation of how Wells Fargo applies payments to different promotional balances on the same account, and he either could not or would not provide me with that information. In conclusion, I feel that Wells Fargo Bank is in breach of a verbal contract because I was assured that my 6 month promotional balance would be successfully paid off if I made {$400.00} payments per month, and now that I have reviewed my statement after making a {$400.00} payment I see that I will not be able to pay off the 6 month promotional balance in time to avoid being charged interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-08-16

Auburn, NJ

Other features, terms, or problems

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

Problem with rewards from credit 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

2017-08-16

Tallmadge, OH

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

2017-08-16

Saint Paul, MN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX of XXXX, I filed Chapter XXXX bankruptcy. All creditors including Wells Fargo Home Mortgage was served notice. Because I was caught up on mortgage payments, Wells Fargo was not affected as I continued to pay my monthly bill each month on time. Wells Fargo put me into their bankruptcy dept for servicing. They could not answer any questions regarding escrow or anything really regarding my mortgage and said " they do not communicate to the rest of Wells Fargo '', so any issue which arose never really was answered. On XX/XX/XXXX, my bankruptcy was completed and fully discharged. Wells Fargo was served notice. In mid-May XXXX, I called to check on my mortgage and was still routed into the bankruptcy dept. I asked at that time " why '', the person told me they rec 'd notice of the discharge and I would be out of that dept. within a couple of weeks. In late XXXX, I called to check on my mortgage and was again routed into the bankruptcy dept. I again asked " why ''. I was told that because I filed bankruptcy that I would be serviced by this dept. until the end of my loan. It did not make sense since I was discharged and no longer in bankruptcy so I asked to speak to a supervisor. She told me the same thing, so I asked to speak to someone higher up. I was routed to the Wells Fargo executive office. I spoke to someone on a recorded line, explained what had happened once again. She told me that a case worker would be assigned and would call me. On about XX/XX/XXXX, XXXX Ext XXXX called me. I explained everything once again to her. She informed me that because I " filed Chapter XXXX '' that I would be in their bankruptcy dept. HOWEVER I DID NOT FILE CHAPTER XXXX, BUT CHAPTER XXXX. I informed her of this, and she said this was " human error ''. I then asked how such a grand mistake could of been made for 5 years, she once again said " human error '' and then discounted any contention of discrimination based on my bankruptcy. She said " I will research everything and have a resolution by XX/XX/XXXX ''. XXXX then called me on XX/XX/XXXX and said they were just waiting for the court to terminate the case and then within 24-48 hours, I would no longer be classified as " bankrupt '' by Wells Fargo. She followed this up with a letter. On XXXX XXXX, the bankruptcy case was terminated. I expected within 24-48 hours just as I was promised that Wells Fargo would update my loan. I waited 72 hours and called on XX/XX/XXXX. They had not updated my loan! The person from the Executive Office told me " this should be taken care of no later than Monday XX/XX/XXXX. '' I once again checked on Tuesday XX/XX/XXXX, and NO UPDATE STILL ON MY LOAN. So I called the Wells Fargo Executive Office once again. The person said she " would have to research this ''. I asked for a time frame, she would not give me one but assured me that she would personally take care of this considering everything, that I should expect results in 7 days. On Wed. XX/XX/XXXX, I was called by XXXX XXXX-Wells Fargo Executive Office who said " I have been assigned to your case '', but he said he needed " to investigate the investigators who are investigating the investigation '', JUST NONSENSE. Like XXXX ( stated above ) he once again said a clear resolution would take place NOW by XXXX XXXX, XXXX. I explained my dissatisfaction in detail to him, he would not listen, but said he would research. I asked what he would research, he could not tell me what. And then XXXX LIED, he claimed that I stated earlier I filed Chapter XXXX, a complete and utter LIE as I never did such a thing! Furthermore as I mentioned to him, as to why Wells Fargo could not read actual court documents. Again he said he " would research ''. XXXX XXXX then basically wanted me to file a legal case against Wells Fargo so as I could actually get my loan updated and questions answered. I informed him that I intend to take legal action if they continue to discriminate against me based on the bankruptcy I filed and completed and to get my loan updated with the cost of the lawyer and legal fees as part of this suit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Pacifica, CA

Managing an account

Checking or savings account: Checking 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 non-monetary relief

Timely Response

2017-08-16

Charlotte, NC

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: XXXX and XXXX they never responded to these and are still open and the description of what took place is very outlined and it was all and ceated by wells fargo they lied/remove/delete and added all kinds of activity please read all the explanations and they are trying to get away with everything and was created by them please look at the explanations and they also deleted all kinds of statements and added all kinds of activity that had nothing to do with me and created all these accounts. enough is enough
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Rockwell, NC

Incorrect information on your report

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

Information belongs to someone else
Complaint: The mortgage in question was part of a divorce settlement. Which the home was guarantor to my x-wife XXXX XXXX XXXX in the year of 2002. Since, I have spoken with Wells Fargo about the responsibility of this mortgage no longer being my debit. I have presented my legal documentation from the divorce decree and to no avail this mortgage is still showing on my credit report. This has cause major issues for me whenever I am faced with trying to make major purchases. However ; when it is being reported to all credit bureaus it appears that, I am still held responsible. My name no longer appears on the mortgage, but it still is affecting my credit reporting. The credit reports are showing conflicting reporting. One report shows the account as a open ... .another reports the account as being closed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Chicago Heights, IL

Struggling to pay mortgage

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

2017-08-16

Corona, CA

Closing your account

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

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

Timely Response

2017-08-16

Encinitas, CA

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

2017-08-16

Miami, FL

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

2017-08-16

San Diego, CA

Closing on a 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 non-monetary relief

Timely Response

2017-08-16

Flushing, NY

Managing an account

Checking or savings account: Other banking product or service

Banking errors
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

2017-08-16

Ashville, OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a mortgage with Wells Fargo due to a prior good experience. I applied and was pre-approved for up to {$200000.00} XXXX. The sales consultant was very helpful as I told him of my current circumstance. Buying a house for myself to live in while my spouse resided in another spouse 5 miles away. Found house and won at XXXX on XXXX. Complete package official App submitted XXXX. Ordered and paid for appraisal XXXX. By XXXX had title work back, insurance, appraisal. So at this time we were gold. Then it sat. Miscellaneous items came up in tracker but were small and often duplicative. Followed up almost every day. Next week escalation was necessary. Was asked to speak to underwriter. Did so on XXXX. Underwriter state that I needed to have child support documentation and alimony documentation because of living separately. I asked if he was asking me to officially get an attorney and get a divorce to settle his need. He said no but could not move forward without it. His name was XXXX XXXX XXXX. I asked him to decline or do something because I had a contract to close by XXXX and needed to move on to another lender if they could not do. This was further escalated because all on sales believed I was credit worthy.. I spoke to an escalation rep XXXX XXXX, on XXXX who was going to look at and promised a call back XXXX. I called her every day week of that and she did not return call. I spoke to her on XXXX just to express my concerns. She said he kid was sick but apologized for not calling back but said it should have gone on her own. Issue was because of lack of communication and feedback, I felt forced to apply at another bank concurrently. I was approved on XXXX as an investment property loan. So very disappointed in higher rate and down payment. And I am owner occupying. Then next step was to get my appraisal transferred. On XXXX, I learned they wo n't transfer appraisal because they do n't want liability and do n't participate in that program. But its Wells Fargo. So this is causing me to pay the other lender another fee for the appraisal. So big issues are 1 ) Length of time to decision. Not 30 days, but they knew timeline and sales side set expectation numerous time that approval was imminent. 2 ) Wells asking for documents for a separation or divorce that did not exist. 3 ) Lack of communication from Escalation team party later explained due to child illness and 4 ) Lack of willingness to transfer appraisal. This is causing financial impact in appraisal fee, seller pushing they may not extend contract, and huge amount of stress in the lack of professional handling and transparency. I was told underwriting manager was disappointed resolution did not come up front. I like the sales team a lot and felt like they tried to help. However, underwriter dug heals in and provided no options or counters. I forgot to mention that I have over 800 credit score and great income and down payment. So only issue was the owner occupancy and potential living separate from spouse. Only a couple of days to a 30 day decision, but expectations and potential I may lose purchase contract because of the way I was strung along for so long is not acceptable. I think I have a lender that will be able to execute but there is not guarantee because I not apply till XXXX. I had to order a new appraisal XXXX. I approved subject to appraisal, so I am hopeful. If I would have been told quicker, I could have moved to another lender or chose to stay with Wells and not had this issue. Wells has a detailed file on this application. not a good way to upload all of my emails at this time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-08-16

Jacksonville, FL

Managing an account

Checking or savings account: Checking account

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

Untimely Response

2017-08-16

Madison, WI

Problem when making payments

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

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

Timely Response

2017-08-16

Dublin, 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