WELLS FARGO COMPANY

2017-05-15

Oakland, FL

Managing an account

Checking or savings account: Other banking product or service

Problem accessing 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

2017-05-15

Minneapolis, MN

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

2017-05-15

El Sobrante, CA

Managing an account

Checking or savings account: Checking 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 monetary relief

Timely Response

2017-05-15

Kelly Usa Br, TX

Managing an account

Checking or savings account: Checking account

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

2017-05-15

Forest Park, WA

Problem with additional add-on products or services

Payday loan, title loan, or personal loan: Personal line of credit

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

Timely Response

2017-05-15

Bellevue, 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 non-monetary relief

Timely Response

2017-05-15

Hobe Sound, 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 non-monetary relief

Timely Response

2017-05-15

Modesto, CA

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

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

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

2017-05-15

Bremen, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Im going some difficult financial times and I have requested tha t Wels Fargo h elp me with a short sale on the property. I have a realtor and an offer on my home. A cash offer!! I sent in my short sale package at the beginning of the month so that they have enough time so look over the info. I need them to respond so that the sale date will be postponed so that we have enough time to do the short sale.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

NE

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: There have been so many servicing errors and terrible customer service experiences regarding my private student loans with Wells Fargo th at I will just touch on the main ones here. Wells Fargo preyed on my father and myself in XXXX , pushing me to take out a private student loan even though neithe r one of us showed adequate credit or evidence to be able to pay it back. These loans have caused hardship on my cosigner as well as myself. Wells Fargo failed to provide any resources for borrowers to assist them during economic hardships after loans were taken out. I took out the student loans to pay for a college education, but I would be better off financially if I had never been pushed to take out a private student loan with Wells Fargo. {$14000.00} wa s financed in XXXX XXXX XXXX and I will have paid more than {$33000.00} by the end of the payment period. I have received nothing but harassment, misinformation, and damage to my personal as well as financial reputations. In XXXX XXXX XXXX ( XXXX XXXX XXXX ) during a repayment period, I had automatic payments scheduled. I found out from my cosigner that he was receiving letters that the loans had late payments. I was confused and found out the day the payments had been scheduled was technically after the due date Wells Fargo had set. This meant I was accruing extra fees and late fees even though I was making full payments on the loans every single month. This reflected on my cosigners credit report as well as my own. They told my cosigner, We are charging you {$30.00} each month for being late. My scheduled payments were coming out the first of each month, and the due date was the XXXX of each month. Wells Fargo fa iled to provide me with information regarding releasing my cosigner from the loans. I had over 24 months of consecutive payments, so I inquired about cosigner release. On XXXX XXXX XXXX my account was not able to be located even though Wells Fargo Representatives via phone were able to identify my account given the exact same information. ( Please see enclosed copies of letters. ) Due to the delays and inadequate treatment of my account, my cosigner was not released. XXXX XXXX my household went from two incomes to one. I called Wells Fargo immediately, attempting to plan for the incoming months. I was met with disdain. The representative said there was absolutely nothing they could do for me until I had already missed payments. I am a responsible borrower and consumer ; thus, I did not want to wait. I also did not want that kind of negative activity filed on my cosigner or my own credit ratings. I wanted options and resources, and I was given none. I reached out for deferment in the next couple of months because my financial situation had not changed. When I sought this, I again was met with disdai n. Wells Fargo repres entatives told me things like, You should just ask a relative. I do not have a wealthy relative, and I find it insulting, demeaning, and condescending to assume I have not explored all of my options, including being privileged with a bloodline possessing an abundance of money. Why would I have taken out a student loan in the first place if I had financial support from family? I have a better chance of winning the lottery than finding a wealthy relative, so that was the answer I gave the representative on the phone. They told me, Maam, I can not put that down as an official response. If I do your deferment will be denied. I was forced to say, I will find another job that pays more money. In order for the deferment to go through. As of XXXX XXXX XXXX I became unemployed. The non-profit in which I had full time employment forced all of its employees to take two full weeks of furlough prior to that as well. I have actively searched for employment si nce then. In the meantime both of my loans have been charged off. As soon as I became unemployed, I again, notifie d Wells Fargo of my status. I assumed, incorrectly, that I would be helped. I asked the question, Surely I am not the very first person to become unemployed who has student loans to pay? The representatives response was silence and then he said, I imagine not, but we dont have anything for you. On XXXX XXXX XXXX at XXXX a third party was contacted regarding the student loans. The Wells Fargo rep resentatives excuse was that a skip trace was put out on the cosigner. The cosigner had been in contact with Wells Fargo almost continuously for several months. Wells Fargo absolutely had all of his information. Their call logs reflect this fact. They had been in phone contact with him less than seven days prior. Wells Fargo called the third party on the third partys personal and unpublished cell phone number. He was in a work meeting and thus could not and did not answer the call. It went to his voicemail, where the Wells Fargo representative did leave a message. I immediately contacted Wells Fargo to investigate this. They admitted it was a mistake, and moved my account to an executive repr esentative named XXXX XXXX , titled Research and Remediation Analyst, XXXX xecutive Office, Customer Experience Team. She blocked the third partys number from being contacted in the future. I n the follow up letter XXXX says, If we call but are not able to speak with you, we may c all several additional times a day to reach you. I consider that harassment, and she openly admits to harassment as well as future potential harassment. Even though XXXX had informed me that she would be the onl y one contact ing me about the account, on Saturday XXXX XXXX XXXX in the morning, my cosigner received another phone call from a particularly rude Wells Fargo r epresentative who was NOT XXXX . Her name is XXXX , ID number XXXX . She did not have the cosigners full name. When he corrected her, she spoke in an inconsiderate tone. It had nothing to do with pronunciation. She had the name wrong. She admitted to the cosigner that, I know this account has gone to executive, bu t Im still calling. The cosigner asked her what her ID number was. XXXX raised her voice telling him she can not give out her last name. The cosigner never asked for her last name. He simply asked for the ID number to follow up with the call. The following Monday, I reached out to XXXX via phone, but she has yet to return that call. ( Today is XXXX XXXX XXXX ) There have been so many mistakes made with my account that I fear other relatives or friends will be contacted and my personal reputation as well as my cosigners will be damaged even further. Both my cosigner and I have been repeatedly called by Wells Fargo numerous times a day. Wells Fargo has failed to do their due diligence in mai ntaining accurate data. They inaccurately called my cosigners home phone number asking for me. My name has never been listed under that number. As recent as XXXX XXXX , a Wells Fargo representative asked me, How are you paying your other bills?. I appreciate that someon e is concerned about my welfare. I do not appreciate personal questions that have nothing to do with the private student loans. They threatened both my cosigner and I that if we did not pay a certain amount towards the loans that they would report this on our credit. We, of course, knew this fact already. There is a better way to inform people of policies besides sounding threatening and ask people to repay a debt. Threats do not need to be made. Wells Fargo re presentatives harassed my cosigner so many times in regard to these student loans that he requested they stop all phone contact with him. The cosigner asked multiple times not to call him or contact him regarding the loans. The cosigner advised Wells Fargo Representatives tha t they were calling at inconvenient times, including at meal time s ( dinner hours ) and too late in the evening. They continued to call during those times up until XXXX XXXX XXXX . Wells Fargo Education Financial Services, a division of Wells Fargo Bank, N.A. harassed me. They compromised my personal reputation by contacting third parties. My financial reputation has been destroyed because of the negative credit reporting. They need to be held accountable for their actions. These were student loans for education. It does not matter that Wells Fargo is worth {$1.00} XXXX , and I am not. I would love to simply pay these off with one big chec k, but I can not 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

2017-05-15

Foothill Ranch, CA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Untimely Response

2017-05-15

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

2017-05-15

Marshallton, DE

Trouble during payment process

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

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

Timely Response

2017-05-15

Washington, DC

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

2017-05-15

KS

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been trying to get approved for the HAMP Modific ation. Wells Fargo sai d that I did not send in the paperwork by the deadline of XXXX . I have proof that it was faxed and received by them on XXXX . They also changed the Home Preserv ation Specialist from XXXX XXXX to XXXX XXXX in XXXX , XXXX . They requested more documentation and I sent it on XXXX , and I also clarified some information on the phone a few days later. On XXXX XXXX , XXXX , I received a letter stating that they denied the HAMP Modification, b ut approved me for long term assistance of 40 years at 6 % with a monthly payment of {$1300.00}, or 30 years at 6 % with a monthly payment of {$1400.00}. They did not lower the interest at all, even though the interest rate is in the low 3 % range now. I have NOT agreed to either of these options. I am still paying my regular monthly payment. I have approximately 17 years left on my mortgage, why would I want to pay for another 30 o r 40 years? On XXXX XXXX , XXXX , I sent in an Appeal Request with more information. On XXXX XXXX , XXXX , they sent a letter stating that they denied my appeal. I have fax ed my Divorce Decree to Wells Fargo two times, yet, even though I have requested several times that my ex-wife 's name and email address be removed from all all my letters and documents, they are still on them. I do n't t hink that they should be sending my ex-wife correspondence concerning my Hamp Modification and Appeal Request. On XXXX XXXX , XXXX , during a phone call to pay my monthly payment, I asked why I was denied th e Appeal request. I was told by another Home Preservation Specialist, that my documentation was too late to be reviewed because the HAMP deadline was in XXXX , XXXX . If it was too late, why did they request more documentation in XXXX and XXXX ? The Government websi te about the HAMP Modification states tha t the deadline was 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

2017-05-15

Brooklyn, 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

2017-05-15

Sacramento, CA

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 monetary relief

Timely Response

2017-05-15

Jamaica, NY

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

2017-05-15

Foothill Ranch, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: Wells Fargo stole {$1200.00} from my checking account and then they intentionally DELETED the transaction from my bank statement and online banking. Wells Fargo com mitted bank fraud by deleting the stolen {$1200.00} transactions on my account. I have the bank statements showing the transaction was DELETED. They tried to cover their tracks of stealing the {$1200.00} by DELETING the transaction all together. They never refunded the stolen money. Wells Fargo has a l ong history of STEALING from clients. They are probably stealing money from millions of 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

2017-05-15

Santa Monica, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: My wells Fargo b ank account has been sabotaged constantly since 2007 by the XXXX organizations " XXXX XXXX XXXX '' I have been paying bills without my consent. the XXXX working in the bank are sabotaging my account. it is been reported to the Bank over and over again and the bank is been informed and the problem is being confirmed by the bank through statements and letters, but nothing has been done to prevent it. my debit card is been blocked only " which has nothing to do with the problem '' even my bill payments are being sabotaged by this people, the last one was payment directed to XXXX being sent to XXXX car insurance with which I have nothing to do anymore, just to tell me how helpless the system is in stopping the harassment of the organized religion. please stop financial injuries that I have been going through since 2007 .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-15

FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I decided to refinance my home during the summer of 2016. With the private mortgage banker at my bank, Wells Fargo. We agreed on a rate, locked in early XX/XX/XXXX for 3 months. Having refinanced before I have a precise list of documents to produce which I did send to the banker within days. This is done fast and well, all documents are in his possession by mid-XX/XX/XXXX, including a power of attorney as I am scheduled for a 2 months ( XX/XX/XXXX/XX/XX/XXXX ) trip in XXXX. My banker knows that I will not always be able to respond fast to requests ( if any ) but assures me that the file is clear and the closing should occur around the third week in XX/XX/XXXX. Time passes and by the 3rd week in XX/XX/XXXX I have received no news, nor has my grantee received any instruction. After reaching my banker I am told that because there is no XXXX wage form in my assets and that all my revenues are from investments the loan must be processed by another department of the bank. It took 6 weeks ( after the rate was locked in ) for someone to realize that!! It took another 3 weeks or so for bank staff to figure out how 'record ' my loan. An accounting matter I suppose. So 3 more weeks! So from second week in XX/XX/XXXX when all documents were disclosed, we have arrived at mid-XX/XX/XXXX and the loan can be processed Meanwhile the title company recommended by my banker is asking me to produce AGAIN all the forms! ( title etc ) I need to note that at that point I am in XXXX ( everybody who interacts with me knows that. There is a time difference and I am not always with a phone or email ). But still ... another step of time wasted. Then the bank reaches out to me asking me to open a new account ( I am overseas ). Then a necessary tax form ( XXXX ) improperly submitted by the bank comes back with a request to resubmit. Then someone poorly trained in reading trusts documents asks for 2 additional trust certificates. Unnecessary! There is one and only trust. and on and on ... Not to report the number of times when the documents would temporarily disappear from loan tracker when I had to access them and 'sign ' electronically. Not to report many other wasted times when I had to sign some documents a second time etc The result is that with all these delays and inefficacy, and mistakes made by the bank, we need to submit a request for an extension of the lock rate. This ended up being added to my fees!! I had to pay an extra {$670.00} which I consider abusive and wrongly charged. I have signed the closing on XX/XX/XXXX. On that same day I found out I had XXXX XXXX. This is why I was only able to recontact the bank mid-XX/XX/XXXX to address this request and claim. I did fill a survey that was sent electronically. I was clear with my dissatisfaction. Following this survey I received a letter ( attached ) from XXXX XXXX. He is sorry then what? Nothing. On the advice of my private mortgage banker I try to reach by phone his supervisor. She NEVER returned any messages. So on XX/XX/XXXX I write her an email ( attached ). NO answer. I contact my banker early XX/XX/XXXX and that lead to the one and only email from this manager ( XXXX XXXX ) who is sorry and will get back to me. She NEVER NEVER wrote again, responded to another email or phone call of follow up from me. This is the least polite and professional interaction I have had in a very long time. I recontacted my private mortgage banker during XX/XX/XXXX but there was never any follow up from this manager XXXX XXXX. I finally went to my branch mid-XX/XX/XXXX. The manager of the branch ( who had been in copy of several emails, knows me and is always ready to help ) recommends that I follow up with my complaint via their branch and the local banker. So XXXX XXXX files a complaint on my behalf and I provide him with copies of emails and requests previously done. Very rapidly I receive a letter from XXXX XXXX .. bla bla bla stating I should have an answer by XX/XX/XXXX. NO ANSWER. No further contact. Then I receive a letter from XXXX XXXX. bla bla bla. That they could not respond by XX/XX/XXXX but I will have an answer by XX/XX/XXXX. No answer by XX/XX/XXXX. NO EMAIL, NO PHONE CALL, NO MESSAGE, NO LETTER. NOTHING. Who are all these people who work at Wells Fargo, who are so impolite that they do not follow up on anything, that they do not respond to phone messages or even pick up a phone? On XX/XX/XXXX I went back to my branch. XXXX XXXX who spoke to XXXX XXXX told me that XXXX XXXX was to call me the next day. He never called. Hence this complaint and the request of reimbursement of the {$670.00} for rate lock extension only due to delays originated by poor work at the bank. Thank you for your help.
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

2017-05-14

E Northport, NY

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: Wells Fargo has transferred an equity loan account without my consent or knowledge for what they claim was for administrative reason. This is a false statement as the loan in question, now account No XXXX was secretly transferred to release the tile of the primary mortgage prior to the home 's foreclosure in XXXX of XXXX and was done so a year prior to said foreclosure all whil e Wells Fargo was supposedly working with me regarding a loan modification. Wells Fargo s eemingly was looking to make good due to the outcry of predatory lending claims by millions of former Pick-a-payment customers. The loan type has since been outlawed an d Wells Fargo set tled a class action law suit, of which i opted out of, for millions upon millions of dollars, which equated to {$700.00} - {$1200.00} dollars per victim ( p ennies on the dollar ). Wells Fargo w as also found guilty of not modifying troubled home owners during the housing crises, me being one of them as i was denied on multiple occasions from XXXX with one approval claiming to be a modification but was nothing more than baking back payments back into the loan without changing any note payment terms. with that said, Wells finally agreed in XXXX to work with me and modify my home as they should have done back in XXXX , so what did they do? well they did n't go back to see if i should have been approved back in XXXX when I had a ton of debt and a hefty mortgage payment, instead they based my mod qualification on my current finical state, which had dramatically approved since I had stopped making my mortgage payments on a predictor loan in favor of paying all other upstanding credit grantors.Needless to say I was not approved for a home modification a nd Wells Fargo fore closed on my primary home selling the home for XXXX less than I was looking to pay in a modification. My latest complaint was forwarded to Wells Fargo 's Executive Resolution Specialist XXXX XXXX , who I immediately identified a XXXX a person with a predetermined position and was just looking to find only information that supported his narrative. I requested his removal directly with his supervision XXXX XXXX XXXX , as I felt his personal opinion was introducing a bias investigation. XXXX XXXX never returned my calls or responded to my many recorded requests left on her voicemail to remove and replace XXXX XXXX . Should this latest attempt fail to resolve this issue I will file a formal suit for punitive damages of a minimum of XXXX XXXX dollars.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-14

Phoenix, AZ

Closing an account

Checking or savings account: Other banking product or service

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

2017-05-14

Santa Ysabel, CA

Problem caused by your funds being low

Checking or savings account: Savings account

Non-sufficient funds and associated fees
Complaint: Wellsfargo wiped out my savings without my knowledge. I did not get any warning or letter or whatsoever. Wellsfargo closed my credit card since this company charged my credit card with fees and interest. I went to ask in their branch on Saturday in XXXX XXXX / XXXX / 17 at XXXX and the clerk said I have to call XXXX no. which is closed. The clerk was not patient and empathetic to my situation. I was just told it 's legal matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-14

Grover Beach, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Please see CFPB Case # XXXX , XXXX and OCC Case # XXXX . In XXXX , Wells Fargo Bank ( WFB ) provides a refund on monies they stole under a previous case. WFB fail s to provide an answer to my complaint in XXXX . This is another example of the arrogance of WFB. Heres a summary of my original complaint th at WFB arrogantly has failed to answer : Please see case number XXXX as it relates to this new complaint. I received telephone calls from Wells Fargo Bank on XXXX / XXXX / XXXX from XXXX at XXXX XXXX and on XXXX / XXXX / XXXX from XXXX at XXXX XXXX and XXXX XXXX . I was able to answer the call on XXXX / XXXX / XXXX . When I answered the call the caller advised that he was calling from a " recorded line. '' The caller 's name is XXXX XXXX , Executive Resolution Specialist with Wells Fargo Bank. I advised XXXX XXXX that I did not want to be recorded. He responded that he could not stop recording my call. I advised that the statute ( Cal. Penal Code 632 ) in California regarding confidential communications was clear and that both parties had to consent to the communication being recorded. He again advised he could not stop recording. I told him that I specifically was NOT consenting to the call being recorded. It appears I can not speak with someone at Wells Fargo on the telephone regarding confidential matters without being recorded. I believe Wells Fargo is v iolating the California statute regarding confidential communication recording. I specifically declined to the recording while on the call with XXXX XXXX . I did continue the call as there was no other option to resolve the matter in the above referenced complaint via telephone without being recorded. It appears I can not seek remedy under the previous CFPB complaint without consenting to being recorded. I am asking that the CFPB compel and orde r Wells Fargo Bank to comply with the confidential communication recording statute in California. In XXXX # XXXX , WFB ad mits they violated the law by recording my telephone conversation ( see attachment to Case # XXXX . ) I would like WFB to address the complaint in Case # XXXX and provide a response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response