WELLS FARGO COMPANY

2017-06-13

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

2017-06-13

Alexandria, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I began the process with the understanding that Wells Fargo and their Home Preservation would work with me under the GOOD FAITH CLAUSE. If Wells Fargo was going to transfer the loan, the Home Preservation should not have been able to assign the loan to Wells Fargo Home Preservation department. The purpose of Home Preservation is to help me keep the house. <P/>Once the loan was assigned to the Home Preservation department, the loan should not be transferred until the all of the documents were uploaded, and the review was completed ( GOOD FAITH CLAUSE ). Once the review was completed and if Wells Fargo did not want to help me at that time, then the transferred could of have happen. <P/>According to the information on the Wells Fargo Home Preservation website, I had until XXXX XXXX 2017 to get the bulk of the documents uploaded. When I signed in around XX/XX/XXXX, a message should of been displayed saying the loan was in the process of being transferred. At least this would give me a chance to stop the loan from being transferred if possible. I rather work with Wells Fargo than the company they transferred my loan to. <P/>The letter explaining about the transfer of the loan was mailed out XXXX XXXX, 2017, and said the loan was going to be transferred on XXXX XXXX, 2017. ** This is the only letter that I received notifying me of the transferred. ** Under the Lenders Act Law, thirty days notice must be given. However, in this case, only twenty days notice was given to me. I believe Wells Fargo violated the Lenders Act since they did not give me the notification within the required time period. Therefore, since the required notification was not given, I fell Wells Fargo should take the loan back. <P/>I wanted to put the forbearance in place before the XX/XX/XXXX payment with Wells Fargo. If Wells Fargo takes the loan back and then transfers it again, by the time this all happens, I will be at least two, if not three months, behind on the mortgage. In Addition, by the time I get the forbearance in place with the new company, I will be behind by two or three months. <P/><P/>Below describes the series of dates with the loan in question : XXXX XXXX, 2017 : Wells Fargo sent a letter to inform me that my loan was going to be transferred to another lender. If this was the case, the loan should have never been transferred to their Home Preservation Dept. ( see X/XX/2017 ). <P/>XXXX XXXX, 2017 : Talked about a loan modification. It looks like I was going to go for a Forbearance since I have been trying to find a job since middle of XXXX 2017. XXXX was the first one I talked to. He was able to get himself assigned as my Home Preservation rep, and it was not assigned to the Home Preservation Department. I talked with XXXX about it, and he was able to get his name assigned to my loan. NO MESSAGE appeared about the possibility of the loan being transferred. XXXX talked about the options available, and I decided the best thing was forbearance because I was looking for a job. <P/>XXXX XXXX 2017 : Uploaded some of the documentation needed for the forbearance with Wells Fargo. <P/>XXXX XXXX 2017 : Loan was transferred to the new company, XXXX XXXX, as per the letter I received. <P/>XXXX XXXX, 2017 : Tried to upload the rest of the documents, but I could not sign on. Set email to XXXX about it, which was the new account manager for the loan. <P/>XXXX XXXX, 2017 : Tried to sign on again but could not. I planned to call on Tuesday ( because of the holiday ) to find out why. Set email to XXXX about it. <P/>XXXX XXXX, 2017 : Called Wells Fargo to find out what was going on. This is when I found out it was transferred to the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-13

Moran, KS

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

2017-06-13

Cheshire, CT

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

2017-06-13

Rockville, MD

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Can't close 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

2017-06-13

TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I logged into my wells fargo mobile account t o check if I had funds available to purchase clothing for my child, the mobile app reflected that I had sufficient funds. After the purchase was made multiple charges posted to the account lowering the available balance causing an NSF fee to be charged. <P/> When I contacted wells fargo they wear willing to refund part of the NSF fee amounting to about {$3.00} that suggests they accept some responsibility.
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

2017-06-13

Auburn, AL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I would like to know why XXXX XXXX is still employed at wells fargo. It was proven she lied about me harassing her in the XXXX XXXX location XXXX XXXX . And she keeps on having her family members harass my son and spread false accusations about him and me. XXXX XXXX has never been able to stop harassing me and my son, she keeps coming around us even though she do n't live across the street f rom us anymore. If me and my son harass her so much why is she coming around me. Why does XXXX XXXX keep getting protected and it was bias why wells fargo closed my checking account, because XXXX XXXX influenced them to do so. And how XXXX XXXX sent me a threatening letter tell me I harassed their district manager. Her husband XXXX XXXX nearly hit me while I was cutting my grass he when he was backing up in his drive way. XXXX XXXX has slandered my name all through wells fargo looked at my personal information and telling it to her family. She wants to keep coming around me and falsely accusing me of harassing her.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-13

Chino, CA

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

2017-06-13

Houston, TX

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

2017-06-13

Lawrence, NY

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

2017-06-13

Quartzsite, AZ

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
Complaint: To Whom It May Concern My Name is XXXX XXXX XXXX my complaint is w ith Wells Fargo Home Mortgage is two parts, credit reporting to the XXXX bureaus, I filed a Chapter XXXX in XXXX in doing so it was not aware that recommit my loan w ith Wells Fargo Home M ortgage XXXX because of this our payment history is not being reported to the credit bureaus, we purchased our home in XXXX we have never missed a mortgage payment. however, we filed for a home modification in XXXX because it was becoming more and more difficult for my wife and i to make our mortgage payment because of the mounting medicals bills, however we were not behind on payment at the time we filed for the home modification with wel ls Fargo. we were told by the person handling the modification process with Wells Fargo, that for us to qualify for the modification, we had to be behind on our mortgage payment. I told h im at the time that we were not okay with doing this, because our home is very important to us. he then told us that it will not be jeopardize history or be reported a being late. it turns out that it was reported on our credit report. we did not find this out until I filed for a chapter XXXX in XXXX we have contacte d Wells Fargo about this ma tter to see if we could have this removed from our credit report. and, have them report our payment history to the XXXX Credit bureaus. we have not had any success in doing so. Please see if you can help us with this matter sincerely
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-13

Camp Springs, MD

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

2017-06-13

TX

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
Complaint: I am being discriminated for my age, race and/or religious belief. I was denied a vehicle loan by Wells Fargo Bank, the bank that I bank with. I have been a customer for about 25 years. I have liquid assets and investments of not less than $ 200k with them. <P/> I applied for a vehicle loan in the amount of $ XXXX . I have a current credit score of XXXX . I was allegedly turned down for this loan for a variety of things ( too many inquires ) ; balances to credit limits on bank revolving accounts, time since most recent account opening to short, to many accounts with balances. I called the number on the denial letter that stated if I had questions - to call XXXX ; which I did and spoke with two bank representatives to discuss why I was turned down and the specifics mentioned in their letter. I asked basic questions like how many inquires are to many? How many accounts with balances are considered to many? I also informed them that they have been my bank for 20 years plus, that I hold over $ 200k in cash with them ; that I have XXXX homes/properties of which XXXX have mortgages with principle balances of not less than 50 % of their value, XXXX commercial loans of which they have held XXXX for over 10 years. I have no late payments and I pay over and above the minimum payment on the XXXX mortgages and that I carry no bank revolving debt from one month to the next ( I completely pay them off each month ). Yet I am turned down for credit? <P/> I was instructed that I should pay off my credit cards and reduce my debt. I again reminded them that I have no bank revolving debt - and asked if the mortgages were being confused. He could n't answer. <P/> My belief is that they have access to some information from my 20 year banking relationship and know that I pay XXXX to the XXXX XXXX and that I hold certain beliefs that they disagree with. Since my credit score i s solid, my employment as a wage earner has been with the same company for 20 years ; that I own multiple real estate properties outright, carry no consumer credit card debt, have assets sufficient to qualify on XXXX real estate mortgages with required cash reserves - that I am being discriminated against. My color of my skin, my age and now for sure my religious belief which they have access to since they hold my checking account information for decades.They even admit that their decision was based in whole or in part o n a credit score w hich was reported at XXXX and in whole or in part on the information obtained from an affiliate or from an outside source other than a consumer reporting agency - which I have requested be identified and the nature of the information which has not been provided in accordance with law. This is the same bank that fraudulently opened credit card and bank accounts using personal banking information provided - I think ther e may be more use of personal banking information that folks are not aware of. They do n't publish credit requirements or provide such minimum requirements - all applications go thru this discriminating underwriting review that no one at the bank can identify or advise you what requirements may exist ( minimum in come, length at work, credit score, property owner, tenant, business owner, debt to income ratio, etc. ) when applying for a WFB loan. <P/> and carry no consumer credit card debt -
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

2017-06-13

Lewisville, TX

Incorrect information on your report

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

Account information incorrect
Complaint: Loan # XXXX XXXX XXXX XXXX XXXX XXXX belonge d to a propriety that I used to own, but was sold in XXXX . The mortgage was completely paid off in the sale however at some point Wells Fargo noted it on my credit history as a Bankruptcy. When I first attempted to resolve this matter I was told another customers bankruptcy had been mistakenly attached to my loan. I was told this matter would be corrected. I never have filed for bankruptcy and a letter acknowledging this mistake needs to be sent to me and all credit reporting agencies. This matter has caused me to not be approved for other loans and caused me financial hardship relative to my current loan. I have been attempting to resolve this matter for over 2 yrs. and have constantly been given the run around, with some of the Wells Fargo responses being : - the bankruptcy belonged to someone else - the loan can not be found - the loan is no longer in our system - some of the old loan numbers may have changed after the Wachovia acquisition - you ( me ) didnt send in the correct loan number - old records may have been purged from our system - the records are sitting in archives - Its a manual process - were looking into it Finally when I did receive a letter that I thought was a resolution to this matter the Wells Fargo represent ative XXXX XXXX ( Executive Resolution Specialist ) ref erenced the WRONG loan number. When I spoke with XXXX the excuse he gave me for this matter not being resolved was that he recently took over my case which is a lie because I have a letter from XXXX XXXX , XXXX in which XXXX referenced the wrong loan number. Afterwards he kept trying to blame me for not submitting the correct loan number claiming that is the reason he has not been able to resolve the matter y et. 2 weeks ago I physically went into a Wells Fargo Branch ( XXXX XXXX XXXX XXXX , XXXX , TX ) where I spoke with XXXX XXXX and gave him the exact loan number in question. ENOUGH WTH TRYING TO BLAME THE CUSTOMER F OR WELLS FARGOS LAZINESS, LACK OF ACCOUNTABILITY AND UNPROFESSIONALISM. THIS IS RIDICULOUS!! But it seems to be just another case of systematic unethical practices by Wells Fargo
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

2017-06-13

Claremont, CA

Opening an account

Checking or savings account: Checking account

Unable to open an 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

2017-06-13

Ft Lauderdale, FL

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Debt settlement

Complaint: Met with XXXX " XXXX '' XXXX personal banker a t Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX , Fl. Phone # XXXX . Went to the bank to get a XXXX stamp to make an assignment of a loan to a mutual fund. I was told that I could not get the stamp because the owner of the assignment was not a bank client. I was told th at Wells Fargo could not stamp the document because the person is not known to the bank. This transaction was the purchase of a car, Wells Fargo do es advertise this service to the public and does not state that it is only for bank clients.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-13

Calico Ridge, NV

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

2017-06-13

Saint Paul, MN

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
Complaint: At XXXX on XXXX XXXX I received an email that was made to look lik e it came from Wells Fargo , confirming a trip to XXXX XXXX XXXX XXXX that was booked with m y Wells Fargo cred it card for XXXX XXXX through XXXX XXXX . The email had my name, and the la st 4 digi ts of my Wells Fargo C redit card, links that sent me t o wellsfargo.com, whi ch I later found was routed through a google search to the wellsfargo.com help page, and had a toll free number to call if the charge looked fraudulent. I called the number, and it was an exact match o f the Wells Fargo call in line. Same automated service, same hold music and I was greeted the same way I am greeted when I typically call Wells Fargo. I was asked for my name, SSN, and then my account user ID. I gave my name and SSN, but when he asked for my user ID, I became suspicious that I was not actually speaking with Wells Fargo so I told him that I did not remember. After questioning me why I did n't remember, he eventually said that he was going to escalate this to his manager. When she came on the line she asked for my name again, and the last 4 digits of my SSN, which I gave. She then said that my account was on hold, told me there had been a large charge recently on my account, and asked if I could tell her any of the recent amounts. I told her I did n't know, because I rarely use the card. She told me the most recent total and airline it was booked with, then asked if I had booked the trip. I told her no, she said she would deny the charge, and asked me if I would like to take my account off hold. I said absolutely not, and said I wanted the card canceled. She said that all she could do was keep it on hold, so asked if there was anything else she could do for me. I told her no as I realized what information it was that I just gave to someone I knew was a scammer. I asked for her name, and she mumbled out a generic sound. I asked her a couple more times and she finally settled on XXXX . I got off the phone and immediately got my Wells Fargo card and called the number on the back. The Wells Fargo associate I spoke with got into my account and immediately let me kn ow that there had been XXXX charges that were flagged, and proceeded to confirm which charges were mine. He then closed the account, let me know where to send the e-mail s o Wells Fargo can follow up, and set up a new account for me. The questions the Wells Fargo associate asked was exactly the same as I got from the scammers, which led me to believe that they were recording my answers, and planned to call Wells Fargo and play my answers in order to get the charges approved. I have since updated all my passwords, put a 90 day freeze on my credit, and called all the financial institutions I work with to set up 2 part verification.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-13

Fort Worth, TX

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

2017-06-13

Hinkley, 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

2017-06-13

Altamonte Spg, 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 explanation

Timely Response

2017-06-12

Houston, TX

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I hate to bother you for something so small but I have tried everything from calling to emailing to complaining but Wells Fargo refuses to fix the UNFAIR redemption policy. <P/> THE UNFAIR PRACTICE : It is VERY UNFAIR that you can ONLY REDEEM in {$25.00} increments. No other credit card, that I know, has such a condition. It is inherently UNFAIR because it always will leave customer SHORT. If the customer has over {$25.00} or under {$25.00} rewards balance, the customer will always be short and never able to redeem the FULL amount that customer has RIGHTFULLY earned. It is virtually impossible for the customer to get exact {$25.00} redemption amount, because redemption amounts are calculated at various different levels of 1-3 % of purchase.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-12

Wallington, NJ

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Complaint: On X/X/2017 I went to my online banking thru Wells Fargo Online and went to pay {$1000.00} to my WF Visa account On X/X/2017 I received a statement from Wells Fargo Visa which didnt reflect the {$1000.00} I paid online Of course I called realizing it was to soon for it to appear The lady I spoke to said she never recieved it, so I looked online and saw I accidentally sent it to WellsFargo Banking which was for a loan I had for carpeting, which I have a XXXX balance with So they gave me the number to call to correct the problem I was sent to another country where I had a little difficulty understanding the lady. representative But I did understand her saying that they could n't return the money to me for 10-15 days She transferred me to the States and the man I spoke to a supervisor said the same thing to me, So I asked to speak to a manager. I spoke to a XXXX XXXX Very nice man trying to help me, but he said he could n't get it to me for 5-7 days So the next day I went to my local bank and spoke to my banker XXXX XXXX who also tried to help me, but he was told the same thing, that it will take 10-15 days to return the money they all told me this is their policy, I said your policy is antiquated! if you can take it in a day you should be able to return it to me in a more timely fashion I could understand 2-3 days its the same bank and it was done online with my money So I am upset and think this policy is unfair and I want my money returned to the account it came from
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

2017-06-12

Wonder Lake, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: We have been working on a short sale for this client for over 6 months. In XX/XX/XXXX we submitted an offer for the short sale review. It has taken the lender since then to issue the FHA Approval to Participate, and they issued it with a requirement for a seller cash contribution of over {$14000.00}. The borrowers simply do not have this kind of money laying around. I asked how they calculated this amount and was told they were looking at the bank account balances. When I totaled everything, the assets were closer to {$20000.00} than the {$79000.00} the lender thinks the borrower has on hand. They then calculate a percentage of this for the contribution requirement. The cash contribution should be more in the neighborhood of {$2500.00} based on current bank balances, however the lender says they based the numbers on the XX/XX/XXXX bank statements. In one account in XXXX there was a {$38000.00} deposit made. That was from the sale of a business truck when the borrowers had to close down their failing business. They owed the franchise company ( XXXX XXXX ) for inventory and {$24000.00} of that was paid out to XXXX within a couple of weeks. This payment was reflected on their XXXX bank statement which was submitted to the lender at the same time as the XXXX statement. So the lender could see from day one that this borrower did not have that money any longer. Still, they used that amount in their calculation. The borrower is facing certain foreclosure due to this because they do not have {$14000.00} to pay at closing and can not borrow it from anyone. We need the lender to recalculate the contribution amount so we can get the short sale offer approved and move to closing
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-12

Riverview, FL

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