WELLS FARGO COMPANY

2017-05-10

Davenport, IA

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 monetary relief

Timely Response

2017-05-10

Canyon Cntry, CA

Managing an account

Checking or savings account: Checking account

Fee problem
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

2017-05-10

Hudson, NC

Closing on a 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 monetary relief

Timely Response

2017-05-10

Aledo, TX

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

2017-05-10

Silver Spring, MD

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I have had Wells Fargo for over several months. I believe they have been stealing money from my checking account. I continually try to add the transactions listed on my account but it never adds up properly, one day I may h ave a few thousands of dollars but then several days later it would be over drafted without a single transaction occurring. But the second and main purpose of my complaint is because i was XXXX in the beginning of 2017 by the XXXX to XXXX . While away my checking account took A large loss of funds by someone making unauthorized transactions in the United States. Upon arriving back to america I a cted accordingly and notified the bank immediately afte r finding out. I was notified by my personal attorney of the The Fair Credit Billing Act ( FCBA ) and the Electronic Fund Transfer Act ( EFTA ) and did everything correctly. I also notified the bank that I have Military orders that show I was out of country but within two days after filing a dispute they denied my claim for reasons that show an investigation was not fully done. Wells Fargo stated because there was a transaction that included the entire claim of over XXXX transa ctions and over {$1000.00} of my hard earned money was 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

2017-05-10

Lexington, NC

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Complaint: My Mother,, XXXX XXXX XXXX passed on XXXX XXXX XXXX . At the time of her death, she had a checking account and a money market account with Wells Fargo . She di8d h er banking at the XXXX , North Carolina Office. I am the co executrices of my Mother 's estate, and I have attached the documents for you to have. The account number for my Mother 's account is: XXXX Before Wells Fargo took over Wachovia, her account number was: XXXX My Mother always told me, my brother and I were the PODs on her accounts with Wells Fargo. Upon, my Mother 's passing it was discovered my brother was the joint owner of the account as well as he and I were porth listed as PODs. I fail to understand how you can be a joint owner and a POD. I requested the attorney 's office to get documentation from Wells-Fargo. The attorney 's office was faxed six ( 6 ) forms with the following dates : XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and a letter from Ms. XXXX XXXX , Regional Private Banker stating the following : " I realize there was some confusion with Mrs. XXXX failing to sign onone of the spaces on the signature card, and there being additional beneficiaries listed. " etc. I have attached the letter for you to see. I called Ms. XXXX at Wells Fargo in XXXX asking her for ALL the documentation concerning my Mother 's account. She hung up on me. With that having happened, I called the Wells Fargo Bank in XXXX , NC. ( I live in XXXX , North Carolina, and asked one of the personal bankers to please get me the documentation 's for my Mother 's Account. I went down to the bank and took him a cope of the Co Executrices information in order for me to obtain this information. He was very helpful and in a couple of days, he gave me nineteen ( 19 ) pages. I studied them very carefully and came up with many questions about the forms. One of which is : on the Consumer Account Application, my Mother signed one page, and on the third page she only signed " XXXX XXXX XXXX '' in the blocked for the customer 's signature. Why was this not corrected was one of my questions to him. His answer " oh that how they sometimes do things. " .The date for this action was XX/XX/XXXX . On the " Relationship Change Application dated XX/XX/XXXX she and my brother both signed the forms. Then on on XX/XX/XXXX , on another " Relationship Change Application on she, my Mother signed the forms, with PODs being added. I am totally at a lost about all the items not done on the forms and with the answers that Wells Fargo has given me- '' Oh that 's just how they sometimes do it. '' That answer makes NO SENSE 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

2017-05-10

DC

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I have been trying since XXXX to get Wells Fargo to s top sending copies of my monthly checking account statement to the XXXX XXXX where my mother lived. She died in XXXX . Despite numerous attempts since XXXX , Wells Fargo continues to send the statements to the XXXX XXXX and they forward it to me and return it to the post office. I do not want my account details released to the public in that way. It is a violation of my privacy and can cause identity theft or other fraud. On XXXX XXXX , I wrote to XXXX XXXX at Wells Fargo h eadquarters about this problem and got no response. I also wrote to XXXX XXXX . On XXXX XXXX , I wrote to Wells Fargo off icial XXXX XXXX and received no response. Today on XXXX XXXX , I received the XXXX statement addressed to my deceased mother as POA.
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

2017-05-10

Folsom, CA

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

2017-05-10

Joliet, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-05-10

West Palm Bch, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-05-10

KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX , 2017 our house was damaged in a storm. The insurance company was quick to issue the first check so that we could start repairing our house and other structures. The first check was for {$9800.00} and the main part of that check was for the roof replacement on our house. When I received the check it h ad Wells Fargo also listed on the check because they are the mortgage holder on the house. I called Wells Fargo main Property Loss Dept to find out what to do and they told me that I would have to endorse the check and then send it to them so they could endorse it and then they would put the funds into an escrow acct to be used for the repairs. I explained to them that part of that check was also for personal items that were not part of the dwelling. They told me to overnight the check to them and then include a letter of what items were personal items and that they would overnight a check back to me for those items. I did exactly as they asked. About a week went by and I did not hear anything from Wells Fargo, nor did I receive any check. I calle d them to see what was going on and they proceeded to tell me that they were n't going to send the money for the personal items right back to me because they did n't feel as though they were personal items. I explained to them that these items plus some of the structures that were listed on the insurance report were items that if I left this property they would go with me and that they were n't permit structures on the property. They still refused to send me the money for my items. A couple days later a rep fro m Wells Fargo called me and told me that she was assigned my case because they had heard that I was n't happy with them. I explained to her what was going on and she actually sided with me and said she would check into it. She told me that she had 30 days to investigate this and try to get it resolved. I never did hear back from her but I did receive a check for those items in a bout 2 weeks after talking to her. Now the next issue that I had was when I hired a roofer to replace our roof. I got all the paperwork filled out from the roofer and sent it to them via fax. This was around XXXX XXXX . Original estimate that we sent in for the roofer was {$6600.00}. According to Wells Fargo 's polic ies that they sent me they were supposed to release a check as soon as the insurance check cleared so that I could start repairs, that did n't happen. Also according to their policy they are suppose to release at least 25 % of the agreed estimate for th e contractor be fore the job starts to help pay for materials. This did n't happen either. The roof was done in one day. The total cost of the roof was {$7000.00}. The reason for the difference is because the roofer noticed that the house did not have a roof vent originally installed. The roofer ask me if I wanted one installed so I called the insurance company to see if they would cover it. The insurance company agreed to cover the extra {$450.00} because it was a code upgrade for the house. That money was sent in th e 2nd c heck that they issued. When the roof was completed I cal led Wells Fargo to setup an inspection of the roof so that the roofer could get paid. They said it would take 2-5 busin ess days to get it inspected. The inspector came out 3 days later and took pics of the roof and some of the other damaged items. I told him the roof was done and that t he contractor needed paid. He said he would show the total claim being 50 % done. Several weeks went by and a check was not received. I ca lled Wells Fargo several times to inquire about the check and each time they had a different excuse for the check not being issued. I finally talked to a girl that agreed that she would at least get the original {$6600.00} sent to me so that I could at least pay the roofer that. A week later I received a check for {$3400.00}. I called Wells Fargo as soon as I got that check to find out what was going on and why the check was n't for {$6600.00}. That person went on to tell me that the girl was wrong and the amount of {$6600.00} could not be released to pay the contractor becau se the whole claim was only 50 % completed. After many days of arguing with different people I had a guy named XXXX XXXX get the other {$3200.00} of the original {$6600.00} released to me. By then I had received the rest of the insurance claim money in the sum of {$19000.00}. I explained to XXXX that the {$450.00} for the code upgrade was included in that insurance check. I asked him if I could go ahead and pay the roofer the {$6600.00} that they already sent, plus me pay the roofer out of my own pocket the {$450.00} to have the roofer paid off in full. By this time the roofer had not been paid in 4 week s. XXXX agreed that I could pay the roofer and that all I needed to do was get a receipt from the roofer showing that the {$450.00} had been paid by me in full and then fax it t o Wells Fargo and I would be reimbursed as soon as the second insurance check cleared. I went ahead and paid the roofer and sent the receipt in showing that I paid the {$450.00}. That was on XXXX XXXX . On XXXX XXXX I received a call from XXXX and he told me that my request to be reimbursed for the {$450.00} was denied by some department. I asked him to transfer me to that department so that I could find out why and he told me that department had no way to be contacted. I informed XXXX that this was not right that I was out of pocket any funds at all considering the insurance company had sent the funds to cover the damages already and that Wells Fargo had these funds available to pay these bills. He responded by saying that I would have to have another inspection and get a bigger percentage of the repairs done and then they could release more funds. I explained to him that the policy they have does not makes sense because the homeowner, which pays the insurance, should not be out of pocket for any of the repairs that were covered by the insurance checks. He just kept quoting their policy and stating that he could n't do anything else. He was supposed to call me back that same day with either some more info on getting me paid or a phone number of someone higher level so that I could further discuss this matter and try to get it resolved. He never called back. So now I am out {$450.00} and that money was available to be paid to me, but they refuse to pay me until more work is completed. One of t he other big things that I have to rebuild is a detached garage that will probably total around $ XXXX to build. So according to their policy I will need to get this built before I can recoup anymore money. The problem is that the garag e contractor is going to require at least half of the money upfront to cover the material of the build. According to their policy they can not release the funds in that amount because it does n't fit into their percentage charts. So basically they are expecting me, the homeowner, to pay whatever gap is left between what they agree to pay and what the contractor actually needs to be paid to start. The problem is that I do n't have that kind of money to pay the contractor. So how am I suppose to get my garage fixed if I ca n't get the funds to start it? I ca n't, plus I ca n't get my {$450.00} back that I have already spent. If I was able to pay the contractor to start on the garage the contractor has already told me that it would take at least 3-4 weeks to get the garage started because of their scheduled builds already. So I would have to go at least a month or m onth and a half of being out of pocket that money that I had to chip in. This is not right. The funds are in the escrow account to cover all of this.
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

2017-05-10

Succasunna, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Wells Fargo claims there was a clear title when modification was obtained. Have furnished supporting documentation from Wells clearly showing they delayed finalizing my modification due to title issues. Title clearly has these liens even then. Liens were put on in XXXX .and 12 2 years prior to modification. Now Wells Fargo states they can not do a modification nor principle reduction which XXXX XXXX offers due to these same liens that were there years ago. ( letters attached showing Wells Fargo refusal to assist in any way due to prior modification and any other excuse they can come up with ) they state all liens must be cleared prior to a modification. How did I get the last one, why has Wells Fargo put a claim in with the title company for the errors made by title and Wells? Why did Wells deny my right to contact the title company concerning these errors? Why has Wells refused any help since I asked close to a year ago. Why is it that there is no protection for homeowners again? How is it that Wells collected on a title error for the loan and I cant get assistance?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-10

Winston Salem, NC

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Complaint: To Whom It May C oncern : In mid XXXX XXXX , I was made aware of an account that was reporting to XXXX XXXX XXXX for a checking account with Wells Fargo Bank ( Accoun t # XXXX ) ; date that is showing on the XXXX XXXX XXXX report is XXXX XXXX . I was extremely upset and completely shocked to find out about this account being against my character and good name. I immediately contacted this compa ny ( XXXX XXXX XXXX ) and they instructed me to file a dispute to which they would file upon my behalf. After submitting the written dispute document and several personal documents as well as other pertinent details, the dispute was filed on XXXX XXXX , XXXX . In my dispute letter which will be attached to this complaint, I respectfully requested that I was exercising my legal right under the FCRA ( Fair Credit Reporting Act ) to have this account fully investigated with factual and verifiable facts as I had no idea of this account being placed with this compan y by Wells Fargo Ba nk. Shortly thereafter I contac ted Wells Fargo via phone with their customer service department. After numerous transfers to one department to another, several conversations and total time of 2.27 ( 2 hours and 27 minutes of phone conversation ), ; the rep verbally told me that there were nothing showing up under my personal information and to wait until I receive the dispute back to go any further. Hurt and confused, I waited anxiously until I heard back from XXXX XXXX XXXX . Letter from XXXX was dated XXXX XXXX , XXXX ( see attached lette r ) T he letter was very vague at best and it stated that " the information confirms that the information in your file is accurate and complete as of the date it was furnished to our database ''. There was no information from Wells Fargo or XXXX XXXX Services on how it was disputed such as : Who they spoke too? What personal information do they have of mine insuring it belonged to me? Was this account showing accurate on the date in question? Was my signature on any documents? What was the account closed for? Why was I never notified regarding this account? Several other questions WAS NOT ANSWERED! Not documents were from Wells Fargo s howing this account. No documents were attached to this super vague letter results letter. So again I contact XXXX to ask about the above questions and was given even more vague answers. They would NOT PROVIDE ME ANY DOCUMENTS ON HOW THEY VERIFIED THS WI TH WELLS FARGO BAN K. I spoke to several reps at this company including an supervisor to no avail! They just instructed me to submit an " rebuttal statement '' and they will attach it to my file. I was furious and not going to accept this. Since I had already contacted Wells Fargo via telephone, I decided to go IN PERSON to my local branch to discuss this with either a customer service banker or Branch Manger. I just wanted this settled a nd taken care of immediately. I went into the branch and spoke to a CSSR XXXX XXXX ( XXXX , NC branch ) and after showing her my personal documents such as Drivers License and Social Security Number card, I told her what I was going through. After verifying who I was, she looked over my documents as to see where to start with my issue. She used my personal information to find me in their system and COULD NOT FIND ME IN THIER DATA BASE. S he then used my other personal documents that I PROVIDED AND OFFERED TO HER WITHOUT QUESTION. After several attempts of trying to locate me, she did find an old IRA w ith Wells Fargo bu t nothing was showing under that account. She contacted several departments trying to locate me and after she was transferred, placed on hold, and starting questioning the legitimacy of this account. After all is was supposed to be in XXXX OVER 5 YEARS AGO. One department she was transferred to did finally find this account with account stated above. The department head discussed with us this was an old account back in XXXX and they were I QUOTE THIS " not actively pursuing this account due to the length of time frame that had expired ''. That did n't make sense to me. If they were n't actively pursuing me for this erroneous account, then why would they place this account with XXXX XXXX XXXX . This account was an old account that was closed by me. No further contact was given to me that anything was an issue with this account. Now after almost another couple of hours with the CSSR at Wells Fargo, I was instructed to contact the next day as to " awake this account '' and an telephone contact number to use. The very next morning I contacted this department with the information that was given to me that previous day. After several attempts of different departments, I finally got to a customer rep who stated the very same statement to me as was given to us ( myself and the CSSR ) quote- 'we are not actively pursing this account due to the length of time that had expired '' and " that this account was closed ''. So again I was instructed to contact XXXX and/or go back to the branch to discuss this further. I am now at my wits end and so frustrated that I have been given the run around for a 5 YEAR CLOSED ACCOUNT from Wells Fargo bank and nothing can be done. Now I ask : *Why cant this account just be deleted off XXXX via Wells Fargo Bank by contacting XXXX and demanding the removal? *Why was I never notified that there was any issue regarding this old closed account? *If Wells Fargo is n't activ ely pursi ng this 5 YEAR OLD closed account, why must my good name and character be punished? Statue of limitations apply to this as necessary. For the amount of time, energy and frustration I have been going through for almost a month ; this has got to be taken care of. I do thank you for your time and look forward to your response. If you need anything further please let me know. Regards- 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

2017-05-10

Seaford, NY

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

2017-05-09

Tucson, AZ

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-09

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I XXXX XXXX files a dispute with the Consumer Financial Protection Bureau to request a review that my rights to a mortgage modification be protected. For approximately one year I had an attorney file two Chapter XXXX bankruptcy petitions on my behalf, when all along I could have been protected by the expanded Fair Debt Collection Practices Act of XXXX XXXX , XXXX . There was no reason for me to be personally injured as far as my credit standing goes, since a mortgage modification would have been so easy to accomplish. For this reason, I want Wells Fargo Home Mortgage on notice that I will be submitting a full modification package, requesting principal reduction and a placement of back interest to be applied on the back end of my mortgage. Since I will be request a modification package, I request that Wells Fargo Home Mortgage respect my rights and maintain a hold on any foreclosure notices as mandated by the Fair Debt Collection Practices Act. Accordingly, I place this notice so that the Wells Fargo Home Mortgage division is aware of the seriousn ess in my modification request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-05-09

AZ

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I opened a new checking account wi th Wells Fargo on XXXX XXXX XXXX . They had a promotion going on which was if you deposit money into your account and make 10 different tr ansactions that you will receive {$250.00}. It says you should recieve the money before 45 days, no later. I 've met all the requirements and have n't recieved anything. I went to the branch where I live and they said that the offer expired, which they were right it did expire but not until XXXX XXXX , I already met the requirements before then. My husband opened up his account and did all the requirements when I did and he already recieved hu sband 2 weeks ago. I called customer service and they told me I would be recieving the money that day, that was 2 weeks ago. I 've tried calling again to let them know I have n't revived anything and th ey told me I was n't eligible. So now I 'm confused on if I 'm getting lied to or if they do n't have the funds. I met every requirement, so I 'm confused as how I 'm not eligible.
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

2017-05-09

Bellaire, TX

Getting a loan or lease

Vehicle loan or lease: Loan

High-pressure sales tactics
Complaint: I am a XXXX veteran, I went to purchase a car and the sales person basically lied to me about the condition of the vehicle. I purchased the car on XXXX / XXXX / XXXX because the sales person reassured me that I was making a great purchase, after much research I found out that at one time XXXX XXXX the XXXX model was under recall due to a manufacture defect, what made me look into this was because I noticed water in the bottom of my trunk along with either termites or ants, I purchased a wet vacuum to remove the bugs and water but nothings working. I brought the car into the dealership to be looked at and they informed me I had to pay over a XXXX XXXX just to get it checked. That was money I did not have so I left. It kept raining and the car was getting worst! So for the about a year there has been mold and bugs in my car even in the inside. I do n't know what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Untimely Response

2017-05-09

Holiday, 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

2017-05-09

Sunnyvale, CA

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving 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

2017-05-09

Orcutt, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-05-09

San Diego, CA

Struggling to pay mortgage

Mortgage: VA 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

2017-05-09

MA

Fraud or scam

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

Complaint: This situation started on XX/XX/XXXX after rec eived a fictitious/scam email about participating in a XXXX XXXX program. The email appeared to come from a former colleague, but the email was hacked. Fast forward - on XX/XX/XXXX , I deposited a check into my XXXX account for {$2800.00}. The supposed purpose of this check was to complete a XXXX XXXX assignment. The person who sent me this check, XXXX XXXX , was creating a scam under the name XXXX XXXX XXXX , who is a real company and I received the invitation through a hacked email from a former colleague. After I began receiving signals that made my uncomfortable, I told this gentleman that I was uncomfortable and would like to return the {$2800.00} that was deposited by check into my XXXX account o n XX/XX/XXXX . H e told me to send the money back by wire/ACH using Wells Fargo bank, XXXX XXXX , Acct : XXXX , routing number XXXX . I initiated this request the morning of XX/XX/XXXX fro m my XXXX account. Unfortunately, the morning of XX/XX/XXXX I rece ived word from XXXX that the original {$2800.00} check deposit o n XX/XX/XXXX was rejected due to an inactive or non-existent account. ... thus scamming me by the creation of the wire/ACH t o Wells Fargo . XXXX XXXX XXXX verified this person does not work for this company and that it was is a scam. I am trying to do everything I can to freeze the {$2800.00} of funds that was se nt to Wells Fargo account XXXX in response to the fraudulent activity of the account owner. For the record my reference to my FTC complaint is 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

2017-05-09

Westminster, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
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

2017-05-09

Lumberton, NJ

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