WELLS FARGO COMPANY

2017-07-31

New Rochelle, NY

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: Wells Fargo Bank kept charging late fees on car and personal loan. They actually and admitted to takingpayment in drive through window. Never applying payment ... found money order in draw six months later. They have also applied payments late that were received on time through mail. Never applied a cash payment made through window at XXXX New York Branch. Applied payments to wrong account. After this they repossessed car even though I tried to fix what had been done. Asked for loan modification for six months. Not sure if they set up phony accounts they will not help me. Had to file for bankruptcy because of above. I kept trying to avoid late payments by direct mail or going through drive through it never seemed to work.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Church Point, LA

Fraud or scam

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

Complaint: Someone broke into our business email account and sent our customer fraudulent ACH transfer instructions. They requested our {$250000.00} payment be changed from a check to an ACH payment at a Wells Fargo bank with a fraudulent account. The instructions stated our business name on the account, but when we called Wells Fargo, they said that our business name was n't the name on the account. We asked them why they accepted funds into this account with improper instructions and they told us to contact their legal department. They will not give us any additional information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Houston, TX

Trouble during payment process

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

2017-07-31

Northside, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In an attempt to pay down the principal balance on our mortgage, we have been paying extra money on our mortgage payments. Wells Fargo, however, is not applying the payments to our mortgage or even to the account at all. They are holding the money as " unapplied funds ''. They claim they can do this as we are allegedly a month behind ( we are n't ) and the deed of trust says they can do this. We have been unable to find where this alleged language is in our deed of trust. We have told them to apply the funds to the principal balance or to refund the money to us. They have continued to hold the money as " unapplied funds '' while charging us late fees. We have read the Deed of Trust which they refer to in their X/XX/17 and can not identify any language saying they can hold this money. Wells Fargo continues to send us monthly statements showing they are holding this money that we have sent for application to our mortgage payment. There is no reason for this money to not be applied to the account, especially if, as they allege, we are behind in payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Seffner, FL

Trouble during payment process

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

2017-07-31

Lenzburg, 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

2017-07-31

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Gu-win, AL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Untimely Response

2017-07-31

Phila, PA

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 explanation

Timely Response

2017-07-31

San Francisco, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: My used XXXX XXXX XXXX was purchased with a bumper to bumper warranty from XXXX XXXX XXXX in XX/XX/XXXX or XXXX 2017. The first event was that the car had rear mirror stated on the purchase agreement that was not on it so they installed an after market camera on the car.Now the rear passenger side bumper is flapping loose so I called them when i got no real clearing of the problem took the car to XXXX XXXX XXXX in XXXX California a certified XXXX Dealer.When XXXX the service consultant looked at the car he showed me where the glue had worn off and 2 clams that hold the bumper were broken.He said the car would have to be sent to a body shop but contact the dealer that i bought it from.I called XXXX XXXX and they said bring it up for them to see. I called today and asked would the car be repaired today and they could not guarantee it would be.In fact tmight have to stay overnight.My round trip would be 1 hour up and 1 hour 15 min back ( 2 hours 20-30 min each trip.This did not involve any accident so it was not my fault but the dealers fault.To simplify they could have let a dealer close to my home fix it as the car is under warranty to help with the poor service and loss of time that I have suffered in this transaction. I called Wells Fargo Bank @ XXXX and they were going to call XXXX. My account number 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

2017-07-31

Chicago, IL

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: I am a former Well Fargo Dealer Services Customer. I have had my loan with them for 5 years without a problem. However, in 2016, I had auto insurance added to my car loan balance. I paid directly from my bank account the same amount for 5 years. I then began to get late payment notices and they began to add to late payments to my credit record. I contacted Well Fargo. I requested an investigation and I contacted the individual credit bureaus. I finally gave up as I only had a few thousand more to pay. The negative reporting of late payments tanked my score. I did not want the insurance and never requested the insurance. All of a sudden, I had unwanted insurance and bad credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Untimely Response

2017-07-31

H I A, PA

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

2017-07-31

East Brooklyn, CT

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 monetary relief

Timely Response

2017-07-31

Jupiter, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We contacted Wells Fargo when my wife lost her job and become XXXX, in the hopes of being proactive to any money problems. They refused to work with us unless we defaulted. We explained we wanted to do the right thing but they offered no help. We kept up mortgage payments as long as possible and decided when we knew we could n't continue, to call the bank and tell them we would sell the house. They asked us to fill out hardship documents which we did, we received many letters asking for more information or claiming we were being reviewed. Ultimately it ended with them offering no help. We continued to try to get them to work with us to no avail. They avoided our phone calls/never returned them. Never responded to emails. We tried many times to get a payoff amount for the house so we could put it up for sale. After no communication from our numerous calls, we went to a local branch and tried to get help with them. We were looking for a payoff amount so we could sell the house. In the end they told us the bank manager put the letter in the vault. The employees insisted they could n't get the papers, only the manager could ... after a few phone calls/days, it turns out there were no papers for us. We finally got the house up for sale, it was up for sale for 90+ days and was not selling so we tried to do a Short Sale or Deed in Lieu. They kept changing our contact at the bank and still ignored our calls and emails. It was n't until we contacted an outside agency for a Short Sale that they finally responded/reacted. We got an offer on the house for approx {$4000.00} short of asking price and went into contract. The bank denied the offer claiming the seller wanted sellers assist and they cant do that. Within a week, they lowered the sale price by approx {$10000.00}. ( so ... .why deny the high offer? ) No sooner than they denied the offer, we got papers that we are back in foreclosure and have received several legal/court documents. Our Short Sale representative has also tried to work with the bank to no avail. In addition when she requested a deed in lieu they said we were ineligible even though I have several letters from the bank with them suggesting that route. I have a documented timeline of calls and letters. This is such a short version of the events. We have tried so hard to work with them and do the right thing. They do n't want to know anything other than foreclosing, they make all other options impossible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Brooklyn, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I originally had a mortgage with XXXX XXXX, which afterward was transferred to Wells Fargo. I am currently a few years behind in mortgage payments. In the past I 've tried to work out options with Wells Fargo to keep the home. After several failed attempts, I decided that doing a short sale would be my best option. The property is falling apart, needing a new roof, new plumbing ( which is dripping throughout the building ), there are major settlement cracks throughout the building, in 1 apartment the ceiling caved into the bathroom tub because of the seriously bad plumbing issues, which eventually caused mold issues in that apartment, which is now vacant. The basement is soaked and damp for the past few years of the damaged, poor plumbing dripping from the upper floors, leaving it moldy and uninhabitable. The building is in poor condition. With that being said, I had no other alternative but to do a short sale. The highest offer submitted was for {$300000.00}. Wells Fargo did an EXTERIOR appraisal and determined that the property should be valued at the current market cost, which they quoted to be {$650000.00}. My agent explained the property 's condition and informed the bank that the value was unrealistic and too high. A property inspection report with photos was also submitted to Wells Fargo detailing the damages and the costs to cure showing a little more than {$300000.00} to repair. Wells Fargo then sent a team over to assess the condition. The team, while viewing the property, agreed that it needed extensive work. The team leader asked if the buyer could come up closer to {$370000.00}. The buyer then increased the offer to {$360000.00}. Wells Fargo then countered the offer with {$670000.00}. Going up by {$25000.00} and setting an auction date for XXXX XXXX, 2017. This determination still came with no interior appraisal, and after being provided a copy of the detailed property inspection report ( photos showing the damage ). The buyer then increased the offer to the {$370000.00}, which was the offer asked of by the Wells Fargo inspection team. After my agent submitted the final offer, the negotiator at Wells Fargo told her that they would not be able to conduct business with the current buyer and that we would need to submit a new buyer and offer. With the absurd value, a foreclosure auction quickly approaching and the sudden notification that they can no longer do business with the buyer, I feel at this time, that Wells Fargo is acting in bad faith. They not only are asking for an unrealistic amount considering the condition of the property, but to go upwards another {$25000.00}? If we have n't been able to get an offer for it at {$650000.00} over the past year because of all the mold and damage who would buy it at {$670000.00}? They know that there is an upcoming sale date and in my opinion, would like to insure that the auction goes through for them to take my property. With the amount that they are looking for and their refusal to order an interior appraisal to get an " actual '' value, they know that I will not be able to find a buyer who 's willing to pay that amount, the time is also limited to find another qualified buyer. I can only believe that the bank is up to no good.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Fort Myers, FL

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

2017-07-31

Plymouth, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX filed a Chapter XXXX bankruptcy in an attempt to modify the mortgage with Wells Fargo Bank on his primary residence and avoid foreclosure. He submitted the necessary documents through the DMM portal and was denied based on his ability to make the original mortgage payment. He appealed the denial and the appeal as denied without specifically addressing the issue of mortgage affordability. Additionally, XXXX XXXX XXXX business failed and he struggled for several years before finding his new job. It appears that if he had a lower paying job that the mortgage could be modified. It is not the payment that is the problem but the arrearage that has built up while he was not employed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Los Angeles, CA

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

San Jacinto, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: XX/XX/XXXX I was a victim of identity theft/ fraud. My payroll check was illegally forged and CASHED at a Wells Fargo Bank. I currently have an account with Wells Fargo Dealer Services and incurred a 30 day late on my credit XX/XX/XXXX due to the fraud that was committed against me IN XX/XX/XXXX, leaving me with no means to make my payment on time with Wells Fargo Dealer Services. The claim and investigation was opened with first bank ; I filled and notarized an Affidavit of Forged endorsement and sent copies to Wells Fargo Dealer Services credit reporting department as proof that I was a victim of fraud and identity theft ; not a negligent customer. I have lost more that XXXX points on my credit due to someone else 's actions that i have no control over. After showing proof Wells Fargo Customer service was rude and did not take the time to understand the seriousness of the matter. As the CFPB is to protect consumers and customers from identity theft and fraud, something needs to be done in this regard because my life is suffering from this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Norcross, GA

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was result of identity theft
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

Woodland, WA

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I have been with Wells Fargo for years. I had severe health problems, lost jobs, wreak a XXXX XXXX, worked out of town, did a mod with them, could n't make payments, These people always said that they would help me out. Not one person told me about any other programs or my options ... I have a good job, had to file chapter XXXX, it 's krazy ... .they take a payment out of weekly check for that month. Because of the timely mater with forecloser all the added fees, XXXX late back pay now. Each month I pay over XXXX to them. I work 6-7 days a week, you should see how I live, no food, 2 cars I ca n't drive need repair, repairs needed in the house. Ca n't mow the lawn, Trustee says five years maybe, Let me ask you, Do you think I will be alive? What a nice substantial life ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-31

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

2017-07-31

E Meadow, NY

Trouble during payment process

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

2017-07-31

Lincoln, NE

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Opened a Wells Fargo Everyday Checking account on XXXX XXXX, 2017. Account had a {$250.00} bonus as long as one of the two following conditions were fulfilled : Within 60 days of account opening, either make 10 purchases/payments with your Wells Fargo Debit Card or establish a qualifying Direct Deposit of an accumulated {$500.00} or more to the consumer checking account opened for this bonus offer. WF claims " We will deposit the bonus into your new checking account within 45 days after eligibility and qualifications have been met. '' I made a direct deposit on XX/XX/XXXX and completed 10 debit purchases on XX/XX/XXXX, which cleared by XX/XX/XXXX. It is XX/XX/XXXX, 100+ days after first completing the requirements, and I have not received the bonus. I have attached my opening email and a statement from XX/XX/XXXX.
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

2017-07-31

Eagle Mountain, UT

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