WELLS FARGO COMPANY

2017-06-28

Atlanta, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: 1. On XX/XX/XXXX, I called Wells Fargo to dispute three transactions involving XXXX XXXX XXXX. One of the transactions, in the amount of {$180.00} I did not recognize and did not sign for, did not authorize, and does not appear on my hotel receipt/folio. I do not know what it is for. <P/>2. Wells Fargo created a dispute, case # XXXX, for the three transactions. The basis listed as " service not as expected, '' even though for the charge for {$180.00}, the basis should have been listed as unrecognized charge/unauthorized. <P/>3. Previously, I called the hotel/merchant several times, including most recently on XX/XX/17 and attempted to talk with them about the unrecognized charge and other issues. I asked for XXXX XXXX, the front desk manager. They said she would call me back but she has not. <P/>4. Also, I called XXXX XXXX corporate office on XX/XX/17, to talk with someone about the unrecognized charge and other issues. They said they would call me back on XX/XX/17, but have not. <P/>5. The original Wells Fargo representative who took my claim said she was going to attempt to call XXXX XXXX XXXX and call me back. <P/>6. According to Wells Fargo representative # 2, XXXX, the first representative did call the hotel and the hotel refused to talk with Wells Fargo to substantiate the unrecognized charge. <P/>7. XXXX recommended that I open a new dispute specifically about the {$180.00}, and transferred me to do so, saying I had a strong case to win the dispute, especially after the merchant refused to talk to Wells Fargo. XXXX said she wanted me to send the folio, so I scanned it to my computer in preparation. <P/>8. XXXX transferred me to representative # 3, who agreed my dispute was miscategorized, but said she 'd have to transfer me to the business disputes dept. <P/>9. Representative # 4 XXXX ( refused to give ID # ) refused to reopen the dispute, and kept asking me what the charges were for. I said I did n't know because they were not on my folio. I asked to speak with a supervisor. <P/>10. Rep. # 5 XXXX ( refused to give ID # ) was extremely rude, never apologized for the inconvenience of the two hours I had to spend on the phone, and also refused to reopen the dispute. <P/>ANALYSIS : Merchants should not have the right to charge customers any amount they want, without any documentation provided to the customer, and then refuse to provide said documentation to the customer and the bank. The bank should not refuse to dispute an unauthorized charge. At the very least, Wells Fargo should have reopened the case, allowed me to send my documentation, and asked the merchant again to respond. In reality, with the merchant refused to talk with Wells Fargo, it should have been enough to charge back the full amount of {$180.00} and close the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Atl, GA

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 non-monetary relief

Timely Response

2017-06-27

Mililani, HI

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

2017-06-27

Occoquan, VA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Opened a Wells Fargo checking account on XXXX XXXX which had {$250.00} signup bonus. " We 're writing to let you know we received your application for a Wells Fargo Everyday Checking account on XXXX XXXX, XXXX. '' I was eligable for the bonus and was informed that bonus will be applied to my account " Status : Your application has been approved, and your new account is eligible to receive a bonus offer '' I Deadline for opening account to receive bonus was XXXX XXXX. I opened and met terms of account on XXXX XXXX. Made initial deposit of {$50.00}, which was {$25.00} more than required. Wells Fargo refuses to pay {$250.00} bonus per advertisement of signup. I informed them of meeting the deadline and terms and company refuses to issue bonus. I would never have set up this checking account if not for this special offer. I feel completely duped. This seems a clear case of false advertising to 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

2017-06-27

League City, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM 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

2017-06-27

Virginia Bch, VA

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 explanation

Timely Response

2017-06-27

Superior, AZ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM 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

2017-06-27

Evington, VA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Money was taken from your account on the wrong day or for the wrong amount
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

2017-06-27

Castle Point, NJ

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 monetary relief

Timely Response

2017-06-27

Norwalk, CT

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
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

2017-06-27

Manhattan, NY

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 explanation

Timely Response

2017-06-27

Newark, NJ

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I reached out to XXXX . They helped me in reaching out and negotiating with Bank. The Bank then started working with me. They then subsequently rejected the my modification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Flushing, NY

Getting a credit card

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

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

Timely Response

2017-06-27

Hialeah, 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

2017-06-27

IL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: In XXXX of 2006, We attempted to refinance our home. I was asked to provide check stubs and did so showing my accurate monthly income of {$2500.00} per month. Instead of verifying my income, XXXX XXXX/Wachovia/Wells Fargo generated an application via their computer system indicating that I was making {$8000.00} per month plus my title was changed from Analyst to Vice President. So without my knowledge, of this fraud, they approved me for a loan that was already illegal to sell to consumers in Illinois ( XXXX mortgage ). Then, they took out a default insurance policy in anticipation of my default. I was also unaware of this policy until I was contacted by XXXX XXXX, advising me of this default policy. They first stated that it was illegal for them to take out a policy without my knowledge. Then they advised me that the bank had put through a claim but was denied because they did not following the federal underwriting guidelines. I also have a letter indicating this from XXXX XXXX XXXX ( the default mortgage insurance company ). One year later, the bank used the same exact application indicating my monthly income of {$8000.00} to open an equity line in the amount of {$35000.00}. Firstly, I am not aware of such equity line. There is no proof of funds distributed. Incidentally, there is no proof of any closing for either loan. We also put in about 6 or more complaints to the Consumer Financial Protection bureau. Each time, they lied about the findings. They denied all allegation, claiming they did nothing wrong when the proof was provided. Even though, I provided a letter from XXXX XXXX, they deny any such policy. They even ignore the fact that the same exact application was used a year apart. The notarys signature is also on a blank piece of paper and is dated 1 day after the loan. The mortgage shows about 6 title companies. I contacted each title company and none have any recollection or information about any closing. They all state that there was no such closing on their books. Also, a recent title search shows that I do not have a 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

2017-06-27

NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: As advertise by Wells Fargo bank I have opened new account and followed instructions for direct deposit. This new account has promotion of {$250.00}. After several e-mail communications bank is refuse to pay promotion amount. They are claiming direct deposit is not valid. Account was opened in XXXX 2017.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Port Charlotte, FL

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 monetary relief

Timely Response

2017-06-27

Culver City, 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

2017-06-27

Belleview, FL

Getting a credit card

Credit card or prepaid card: Store credit card

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

Timely Response

2017-06-27

Providence, RI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We have been 2 months behind on mortgage. I contacted Wells Fargo to see if we could have a loan modification. They told me that we did`nt qualify for one that we made enough where we did`nt need one. When filling out the paperwork they gave me i could not see anywhere where i would put what bills we pay, Gas, electric, Etc ... This has very frustrating because i`m trying to get help so we don`t get foreclosed but i can`t get any. XXXX XXXX 2017 is when i got the denial letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Bronx, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX, at XXXX I logged into my mobile banking app and saw {$600.00} in deposits missing from my account. <P/>I contacted customer service at about XXXX to ask if something was retracted from deposits made. The customer service rep, who would only give me a first name ( XXXX ) basically said it 's a issue that is being handled but she has no explanation, only that if I was going to be charged a fee for having negative funds they would remove it once corrected. I did n't have that issue thankfully, but wanted to know when this will be seen on my account, why I was n't contacted about it and how this occurred. The customer service rep basically challenged and argued to try and convince me all banks do this and do not tell cusomters. <P/>Very discomforting when this Wells Fargo to protect my money as my bank and they have money disappearing from my account, do n't tell me anything or have customer service reps ready to ease customers concerns about this issue and reassuring them the money will be credited to account. <P/>They basically said they do n't have enough people to do that. Not very reassuring and will be looking at other banks with better services ratings. This is similar to the issue with the credit cards being opened, transaction being on accounts and not informing clients of any issue only if we catch it and call.
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

2017-06-27

North Hollywood, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I signed up for a Checking Account under a bonus offer for {$250.00} if I did one of the following : Establish a {$500.00} minimum direct deposit or make 10 debit card transactions. I did both, but never received a bonus despite waiting approximately 1.5 months after meeting the bonus requirements. I emailed Wells Fargo about the issue, and they told me I would hear back in 14 business days, which did not happen. I spoke with a representative after that time, who claimed that the promotion I had signed up for had expired on XX/XX/XXXX ( I signed up on the XX/XX/XXXX ), which is impossible because the expiration date of my offer was XX/XX/XXXX as stated in the email I received stating the bonus was attached to my account. This appears to be a classic bait-and-switch and not what I expected when I signed up for this 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

2017-06-27

CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: In XXXX 2017 Wells Fargo Bank changed the checking account type that I have and purposely picked an account that has requirements they knew my account would not meet. Until the end of XXXX I had an Advantage Business Package Checking which did n't have fees provided I made a transfer of at least $ XXXX/month to a Savings Account for my business. Starting XXXX XXXX, 2017 my checking account was changed to the Wells Fargo Business Choice Checking account with a $ XXXX/month fee. My account met all the requirements to be moved to the Wells Fargo Simple Business Checking account but they chose instead an account that has more features than I need and also has a higher fee threshold. <P/>I did not notice I was being assessed a $ XXXX/month fee until XXXX 2017 when my account numbers were stolen by a hacker via Wells Fargo Online Banking. I was reviewing charges to determine which checks had cleared and I noticed the fees. I went into Store XXXX on XXXX XXXX, 2017 and met with XXXX XXXX XXXX and the Branch Manager XXXX to process the Lost/Stolen Account paperwork. Before we started processing the paperwork I notified XXXX that WFB had changed my account into a type of account I did n't need, want, or request and that I want a simpler checking account. I also asked for the fees to be waived and she said she would take care of it. She then processed the account transfer into the Business Choice Checking account which I did not want and also did not waive the fees before closing the Lost/Stolen Account. After all the paperwork was signed I noticed the fees had not been reversed and asked XXXX to do it, but she had already left for the day. XXXX the store manager said she could n't process a fee waiver on a closed account. I then called WFB Customer Service and they also said they could n't process a fee waiver. <P/>This is yet another example of how WFB slams fees on their customers and then comes up with excuses why they ca n't reverse the fees or make the situation right.
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

2017-06-27

Gaithersburg, MD

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information 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

2017-06-27

Chester, VA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: I bought a car on XX/XX/XXXX and it was financed thru Wells Fargo Dealer Services for 66 months with the first payment beginning on XX/XX/XXXX. The ORIGINAL maturity date would have been XX/XX/XXXX however I had 3 deferred payments, not in a row, and at time of each deferment, I had to pay an interest fee. I also received paperwork each time which extended MATURITY date by one month with the FINAL MATURITY DATE being XX/XX/XXXX which is 3 months from the ORIGINAL MATURITY date. I have ALL paperwork documenting deferments, vehicle contract, etc. I made my last payment and have been patiently waiting for my title. Imagine my surprise last Monday, XX/XX/XXXX, when Wells Fargo called to say I was 22 days late with my XXXX payment!!! I explained to the customer service rep that I had made all 66 payments therefore no longer owed any additional payments. This is when the chaos really begins. She insisted I owed 3 MORE payments!!! I asked to speak to her supervisor, XXXX, she also said that the account was past due but she had a different figure. The next several people we spoke with - all had different figures but nobody could come up with WHY or where their figures were coming from. We spoke to XXXX, a Supervisor in the ( XXXX ) area code who counted the payments while we were on the phone and acknowledged that YES, all 66 payments had been made so he did not understand what was going on with the account and suggested we call the Office of the President. And it really got worse from here. XXXX from the Office of the President opened up a complaint for us and she was awful. She insisted that my original MATURITY date was XX/XX/XXXX and add the 3 months deferred to that and that 's where the money I owe is coming from. It 's basic math. XX/XX/XXXX to XX/XX/XXXX is 66 months. Add 3 months. You get XX/XX/XXXX - not XX/XX/XXXX. Plus I have record of all 66 payments so here I am - no car title ; Wells Fargo steadily calling me every day saying I owe them money but not one person in that company can really explain how they got to this even when asked how it is I 've paid 66 payments and 3 more payments makes 69 and not to mention what this is doing to my credit score. I have a daughter in her XXXX XXXX at XXXX XXXX who relies on me for Government loans and if my credit is steadily being ruined, then I can not quality for her loans. Please help me. This is beyond ridiculous. Wells Fargo Dealer Services HAS GOT to be held accountable at some point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response