{"took":123,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":11,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4888391","_score":27.945892,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced my mortgage in XXXX. Wells Fargo Delayed the closing and the rate lock expired. I have emails that I addressed this matter with Wells Fargo from XXXX. In XXXX Wells Fargo was fined {$1.00} XXXXXXXX XXXX AS A RESULT OF THIS MATTER.Wells Fargo still did nothing about the abusive practices. Only a few customers were addressed. In XXXX, XXXX, Consumer Affairs discovered that Wells Fargo still had this matter outstanding, and assessed another $ XXXX in fines to Wells Fargo. \nI received a check ( with no explanation ) dated XX/XX/XXXX. A letter attached to the checks offers no clear documentation of how Wells Fargo arrived at the amount of what they were sending me.No supporting Documentation was provided at all. Just some numbers provided by Wells Fargo Customer service Customer Service Dept. I want full documentation. of XXXX XXXX XXXX Calculation - Interest period dates and percent for state of Ohio. Wells Fargo has insulted me bay saying they are paying me and additional {$170.00} for time I did not have the fee 's This is what they think I'm worth. AND IT IS NOT ACCEPTABLE. WHO CAME UP WITH THIS FIGURE. ALL OF THIS WAS DONE BY WELLS FARGO CUSTOMER SERVICE DEPARTMENT. NOT ONE LEGAL PERSON WAS INVOLVED. I CALLED WELLS FARGO TODAY AD VERIFIED THIS. THIS IS AND INSULT. THEY ADDED {$5.00} AS A \" JUST BECAUSE '' Then Wells Fargo is telling me to contact a tax consultant and/or an attorney to see if I have a tax liability. And Wells Fargo expects me to pay for this service when Wells Fargo is the guilty party. Wells Fargo should be paying any and all fee 's that a customer incurs as a result of this matter. Wells Fargo wants me to take the pennies that they sent me, spend it all on an attorney or tax consultant. Wells Fargo is the guilty party. I am not standing for this. Wells Fargo need to pay. And {$170.00} is not acceptable. What makes Wells Fargo this I am only worth {$170.00} when they are paying BILLIONS IN FINES. I WANT A COPY OF WELLS FARGO 'S RESPONSE TO THIS COMPLAINT FOR MY TEAM. THANK YOU. XXXX XXXX","date_sent_to_company":"2021-11-08T19:45:52.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"44143","tags":null,"has_narrative":true,"complaint_id":"4888391","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-11-08T18:58:07.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["A letter attached to the checks offers no <em>clear</em> <em>documentation</em> of how <em>Wells</em> <em>Fargo</em> <em>arrived</em> at the <em>amount</em> of <em>what</em> they were sending me.No supporting <em>Documentation</em> was provided at all. Just some numbers provided by <em>Wells</em> <em>Fargo</em> Customer service Customer Service Dept. I want full <em>documentation</em>. of XXXX XXXX XXXX Calculation - Interest period dates and percent for state of Ohio."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[27.945892,"4888391"]},{"_index":"complaint-public-v1","_id":"7391212","_score":25.422987,"_source":{"product":"Mortgage","complaint_what_happened":"Wells Fargo uses deceptive lending practices to promote mortgage details that aren't good faith estimates. Wells Fargo uses harmful policies for its new construction closings to trick its prospective home buyers that they are acquiring a mortgage that is more attractive than it actually is. \n\nWells Fargo states it's unable to charge customers higher property tax amounts unless they receive new documentation from the taxing authority. Yet, they were able to withhold more in escrow without a new, higher bill. This policy is clearly not federal regulation as I've closed in the past with a different lender, in the same residential community, and I was allowed to withhold more. Wells Fargo is unable to share this policy upon request and this policy does nothing but harm and hide the real costs to acquire a new home construction. Ultimately Wells Fargo fails to comprehend that any repayment of prepaid taxes made by the seller/builder is always on land alone and the bottom line is that Wells Fargo collects {$0.00} towards the home property taxes at closing for the current tax year. This only creates problems and financial hardship down the road. \n\nWells Fargo also fails to reach out to the taxing authority to see what's going to happen to the property 's tax status for that year or the next. In my situation, Wells Fargo failed to find out crucial information like a special taxing district. If a customer pays 100 % closing costs, then Wells Fargo should do 100 % of the job and contact the taxing authority, especially in new construction closings. \n\nWells Fargo treats new construction closings like resales and despite knowing the home sale price, appraisal value, and signed documentation for a higher monthly pulled escrow amount all prior to closing, Wells Fargo still only collected to repay on land alone. On top of that a few months after closing, a supplemental bill arrived with a higher assessed value than just land and still did nothing. Despite all of this and battling Wells Fargo for 7 months, Wells Fargo fails to comprehend how their institutional policies deceive customers and put them in difficult financial spots. \n\nWells Fargo 's Executive Office lacks the competency to understand this and hides behind policies that they can't prove. They are alone on this island because even the title company raised my concern. Wells Fargo says we could have asked for a higher amount but that's false. On the morning of closing on the phone with Wells Fargo we respectfully asked for the higher cash to close but that request was denied because we were assured we were paying enough. Wells Fargo was wrong. When you ask Wells Fargo difficult questions like, how much money did I pay for property taxes in the current year on my home ( not land ) or did Wells Fargo reach out to the taxing authority to provide a best faith estimate before closing, they never answer and say it was hard to hear me over the phone then the conversation ceased. I hope my message is loud and clear now.","date_sent_to_company":"2023-08-12T23:47:10.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"217XX","tags":null,"has_narrative":true,"complaint_id":"7391212","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-12T22:26:51.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["<em>Wells</em> <em>Fargo</em> treats new construction closings like resales and despite knowing the home sale price, appraisal value, and signed <em>documentation</em> for a higher monthly pulled escrow <em>amount</em> all prior to closing, <em>Wells</em> <em>Fargo</em> still only collected to repay on land alone. On top of that a few months after closing, a supplemental bill <em>arrived</em> with a higher assessed value than just land and still did nothing."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[25.422987,"7391212"]},{"_index":"complaint-public-v1","_id":"21650982","_score":22.406952,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : Unauthorized Account Takeover {$13000.00} Wire Transfer and Subsequent XXXX Fraud on Business Account Request for Immediate Reconsideration and Reimbursement On the morning of XX/XX/year>, at approximately XXXXXXXX XXXX, while at my office, I received a suspicious phone call that appeared to be from Wells Fargo. I immediately drove to the local Wells Fargo branch, arriving around XXXXXXXX XXXX. I spoke with a banker and showed her the phone number from the call. She confirmed it was not a legitimate Wells Fargo number. \nI asked what I should do next. The banker stated she was too busy to assist me at that time and asked me to return at XXXXXXXX XXXX  for a scheduled appointment. I made the appointment and immediately called Wells Fargos customer service line at XXXX. I remained on the phone for over XXXX hours. The representative assured me they would stop the suspected fraudulent wire transfer and that I should receive the funds back within a few days. \nI returned to the branch for the XXXXXXXX XXXX appointment as instructed. At that time, my business account held approximately {$40000.00}. I transferred {$10000.00} to my XXXX XXXX account and specifically requested that the bank place a hold on the account. The branch placed what they described as a Hard Hold on the account. \nDespite this Hard Hold, on XX/XX/year>, XXXX unauthorized XXXX transactions totaling approximately {$12000.00} were processed out of the account. This occurred on an account that the branch had explicitly placed under a hard hold. \nI waited XXXX week and personally recovered the full XXXX amounts myself ( approximately {$12000.00} ) by contacting the recipients directly, as I knew all of them. However, the original {$13000.00} wire transfer remains missing. \nI have now disputed the {$13000.00} wire transfer twice, and both claims have been denied. Wells Fargo has stated that I authorized the wire, which is not true. This was a clear account takeover. A professional forensic examination of my devices confirmed that my home computer was infected with malware around XX/XX/year> shortly after I moved into my new apartment. The XXXX occurred on a computer I had used without issue for XXXX  years. \nI have supporting documentation including : Forensic examination report Police report Branch visit details and call records Account statements showing the hard hold and unauthorized activity This was not an authorized transaction. It was the direct result of an account takeover that Wells Fargo failed to prevent or properly investigate despite my immediate alerts on the day of the incident. \nI request : XXXX. Immediate reversal and full reimbursement of the {$13000.00} unauthorized wire. \nXXXX. A complete review of all security procedures and login logs for both the original and new business accounts. \nXXXX. Written confirmation of the outcome.","date_sent_to_company":"2026-04-28T01:46:26.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"85268","tags":"Older American","has_narrative":true,"complaint_id":"21650982","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-04-28T00:55:59.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["She confirmed it was not a legitimate <em>Wells</em> <em>Fargo</em> number. \nI asked <em>what</em> I should do next. The banker stated she was too busy to assist me at that time and asked me to return at XXXXXXXX XXXX  for a scheduled appointment. I made the appointment and immediately called <em>Wells</em> <em>Fargos</em> customer service line at XXXX. I remained on the phone for over XXXX hours."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[22.406952,"21650982"]},{"_index":"complaint-public-v1","_id":"23089734","_score":19.914772,"_source":{"product":"Checking or savings account","complaint_what_happened":"Product/Service Type : Product : Checking Account / Debit Card ( or Credit Card , select whichever applies ) Company : Wells Fargo Bank , N.A . \nDispute/Claim Number : XXXX Transaction Amount : {$1200.00} Merchant : XXXX XXXX XXXX Summary & Consumer Hardship I am filing this formal complaint against Wells Fargo for an explicit violation of my consumer rights under the Fair Credit Billing Act ( FCBA )/ Regulation Z. Wells Fargo has prematurely closed a high-value merchant dispute for \" Merchandise Not Received, '' reversed a previously granted provisional credit without prior notification, and officially refused to conduct a proper investigation. \nThe bank 's supervisory staff has instructed me to seek a financial remedy from a third-party shipping carrier ( XXXX  ) . As the consumer, I have no contractual relationship with XXXX ; the merchant holds that contract. Wells Fargo is legally obligated to investigate the merchant 's failure to deliver the goods to me, rather than forcing me to resolve logistics failures between a merchant and their chosen carrier. \nStatement of Consumer Harm : The bank 's refusal to follow federal billing dispute procedures has caused severe financial distress. I am a widowed mother of XXXX, barely making ends meet. Being wrongfully deprived of {$1200.00} because a carrier handed my daughter 's college laptop to a complete stranger is a devastating and unfair financial blow that I can not afford to absorb. \nDetailed Chronology of Events XX/XX/2026 : I purchased an open-box laptop from XXXX XXXX for {$1200.00} intended for my daughters university XXXX XXXX. The item failed to arrive. I contacted XXXX XXXX customer service the same day, and they promised a replacement shipment to arrive by XX/XX/2026. \nXX/XX/2026 : XXXX XXXX canceled the replacement order due to stock unavailability. A customer service representative stated they would process a full refund instead. \nBetween XX/XX/XXXX and XX/XX/2026 : I noticed an email from XXXX XXXX indicating they would not be fulfilling the refund, casually advising me to contact local authorities instead. I did not contact anyone at that time, as I was waiting and hoping the merchant would honor the refund they had promised over the phone. \nXX/XX/2026 : Having received no resolution from the merchant, I contacted Wells Fargo to initiate a formal dispute for merchandise not received. Wells Fargo opened a claim and provided a provisional credit. \nXX/XX/2026 : Without any app alerts, emails, or phone calls requesting additional evidence, Wells Fargo abruptly reversed the provisional credit and removed the {$1200.00} from my account. \nI called Wells Fargo immediately. The frontline representative stated the claim was closed because XXXX XXXX provided \" compelling evidence '' consisting solely of my correct shipping address. \nI escalated the call to a supervisor named XXXX. Upon reviewing the XXXX  proof of delivery together, XXXX acknowledged a critical oversight : the package was signed for by an unauthorized stranger named \" XXXX '' a name that does not belong to anyone in my household. \nXXXX failed to verify the recipient 's identity or utilize secure delivery protocols ( such as requiring a verification code sent to my phone ), simply handing a high-value package to the first person they saw. \nSupervisor XXXX reopened the file to accept new evidence, providing a 2-business-day window, and instructed me to email documentation to XXXX under XXXX XXXX XXXX. \nXX/XX/2026 ( Today ) : I successfully transmitted the documentation to the correct queue. I called to confirm receipt and was connected to supervisor XXXX. \nSupervisor XXXX refused to act on the evidence or reopen the dispute, stating \" XXXX XXXX already did their part. '' To prove that the person who signed for the delivery ( \" XXXX '' ) was an unauthorized stranger, I provided an official HUD household composition form showing that only myself and my daughters reside at the property. XXXX dismissed this evidence because the form listed the property name ( \" XXXX XXXX '' ) and XXXX  XXXX, rather than the full street address ( XXXX XXXX XXXX XXXX, XXXX, AZ XXXX, XXXX  XXXX ). \nSupervisor XXXX concluded the call by formally denying further bank action and instructing me to file a claim directly with XXXX. \nCore Regulatory Violations Failure to Investigate Under Regulation Z : Wells Fargo accepted a mere shipping label/address as \" compelling evidence, '' completely ignoring the delivery document showing an entirely different person ( \" XXXX '' ) signed for the high-value item. They refused to investigate the clear mismatch. \nImproper Shifting of Burden of Proof : Under the FCBA, the burden is on the merchant to prove successful delivery to the consumer, not just to a geographic radius or a random bystander.\n\nUnlawful Deflection to a Third Party : Pushing a recipient to file a financial claim with XXXX  is legally invalid. XXXX handles claims with the shipper ( XXXX XXXX ), who holds the contract. Wells Fargo is using this to avoid executing a standard merchant chargeback. \n\nI have a call confirming what the supervisors said.","date_sent_to_company":"2026-06-10T21:47:55.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"85009","tags":null,"has_narrative":true,"complaint_id":"23089734","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-06-10T20:57:51.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["<em>Wells</em> <em>Fargo</em> is using this to avoid executing a standard merchant chargeback. \n\nI have a call confirming <em>what</em> the supervisors said."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[19.914772,"23089734"]},{"_index":"complaint-public-v1","_id":"8278956","_score":18.374147,"_source":{"product":"Checking or savings account","complaint_what_happened":"Wells Fargo has wrongfully closed my checking account based on a claim that it can not verify my social security number. \n\nI'm unaware of any federal law that requires a social security number to obtain a checking account, nevertheless, I presented in person and the bank sent a copy of my social security card to the Frauds & Claims Management department. At the bank, in person, I presented the following identification : 1 ) US Passport ; 2 ) XXXX Driver 's License ; 3 ) Copy of a Mortgage statement to prove address ; 4 ) Copy of a phone bill statement to prove phone number ; and 5 ) copy of my Social Security Card. \n\nApparently, Wells Fargo uses some type of 3rd Party on-line verification system to confirm Social Security numbers ( not the actual Social Security Administration database ). This database did not recognize my social security number and the bank couldn't generate some identification questions that the database typically produces. \n\nThe following is a timeline that reveals unreasonable and I believe discriminatory behavior on the part of Wells Fargo : XX/XX/XXXX : I applied on-line to open a non-interest bearing Checking Account. I provided by Driver 's license as proof of ID online. \n\nXX/XX/XXXX : Wells Fargo email 's acceptance and opening of my account ( no mention of the Need for Social security card proof is made ) XX/XX/XXXX : I set up a financial transfer from my XXXX XXXX XXXX XXXX to the new Wells Fargo Checking account. \n\nXX/XX/XXXX : Wells Fargo accepts, by email, the electronic transfer and ultimately allows me to transfer funds from the XXXX XXXX XXXX into the Wells Fargo Checking Account. ( Again no mention of the need for Social Security card proof is made ). \n\nXX/XX/XXXX : I order Checks on the Wells Fargo website that cost {$31.00}, that Wells Fargo accepts and the Checks arrive 7  days later ( Again no mention of the need for Social Security card proof is made by Wells Fargo ). \n\nXX/XX/XXXX : Wells Fargo allows data sharing between my account and a 3rd party financial account ( XXXX XXXX ) - No mention of the need for Social Security card proof. \n\nXX/XX/XXXX : As a condition of the account, I set up Direct Deposits from my employer in the amount of {$250.00} for every two weeks. These Direct Deposits were accepted by Wells Fargo on XX/XX/XXXX and XX/XX/XXXX. ( Again, Wells Fargo accepts the deposits and makes no mention of the need for Social Security card proof ) XX/XX/XXXX : Wells Fargo accepts my Bio-metric login as proof to access my checking  account ( again, no mention of the need for Social Security Card proof is made by Wells Fargo ) XX/XX/XXXX : Wells Fargo now accepts a mobile  deposit by me into the checking account ( Wells Fargo accepts the deposit and makes no mention of the need for Social Security card proof ) XX/XX/XXXX : I visit the local Wells Fargo, and make a cash deposit into my checking account. Teller makes no mention of the need for Social Security Card proof. \n\nXX/XX/XXXX : At this point, I have over a {$31000.00} balance in the checking account. Wells Fargo shuts off my on-line access to my account, freezes my ability to access funds. I call their XXXX number for the fraud department and was told to go to my local branch and present my social security card to lift the freeze. \n\nXX/XX/XXXX : I visit my local Wells Fargo Branch and present my social security card, US Passport and Driver 's license. The Branch contacts the Fraud department that instructs me to also present additional proof of address and proof of phone. Even with all the identification i presented, access to my account was denied. \n\nXX/XX/XXXX : On the first date I could set an appointment, I revisit the local Wells Fargo Branch and now present multiple forms of identification including : US Passport, Social Security Card, Driver 's License, Mortgage Bill Statement for proof of address, and Cell Phone Statement for proof of Phone. The Local Wells Fargo Branch faxes all that data to the Fraud Department. The Fraud Department, rejects the physical evidence of identification and says they are closing my account effective XX/XX/XXXX, because their 3rd party database can't identify my social security number. I asked if I can close my account and withdraw my funds, they refused on the basis of not being able to identify me. A position which is not only unreasonable but illogical because they intend to forward the funds to the address I provided. So if they have concerns regarding my identity why would they release the funds? \n\nI made clear on the recorded voice calls with the Fraud department that my preference is to keep my account and that their procedures are unreasonable given all the identification I provided. At a minimum, if they want to terminate the account they should have allowed me to withdraw my funds. \n\nWhat is especially unreasonable is that they allowed me to open an account, purchase checks, provided on line access, accepted mobile deposits, accepted direct deposits, accepted in person bank deposits for nearly 4 weeks before raising any issues regarding identification. \n\nI find it ironic, that for a bank like Wells Fargo that in XXXX  had to pay {$3.00} XXXX in fines and penalties to federal regulators for setting up fake accounts, that they are making it so difficult for actual honest individuals with physical proof of identity to open a checking account. In locking me out of my account they have caused serious financial and emotional distress. \n\nI am happy to provide whatever additional written documentation and communication that is necessary to prosecute this complaint.","date_sent_to_company":"2024-02-04T15:43:47.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"22201","tags":null,"has_narrative":true,"complaint_id":"8278956","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-02-04T14:45:22.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["XX/XX/XXXX : I order Checks on the <em>Wells</em> <em>Fargo</em> website that cost {$31.00}, that <em>Wells</em> <em>Fargo</em> accepts and the Checks <em>arrive</em> 7  days later ( Again no mention of the need for Social Security card proof is made by <em>Wells</em> <em>Fargo</em> ). \n\nXX/XX/XXXX : <em>Wells</em> <em>Fargo</em> allows data sharing between my account and a 3rd party financial account ( XXXX XXXX ) - No mention of the need for Social Security card proof."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[18.374147,"8278956"]},{"_index":"complaint-public-v1","_id":"3853098","_score":18.288889,"_source":{"product":"Mortgage","complaint_what_happened":"-This summer, we decided to move homes. \n-End of XXXX I asked Wells Fargo for a preapproval letter in the amount of {$480000.00}. We wanted to make an offer on a home. This is the 3rd mortgage I've worked with Wells Fargo on. The previous two were smooth. \n-We made an offer, negotiated, and came to terms, with a close of XX/XX/XXXX. We then put our house on the market. \n-We accepted an offer on our existing home with a close of XX/XX/XXXX. \n-Wells promised we had plenty of time to close and review documentation. \n-Communication from Wells Fargo in XXXX became increasingly spotty. We would only get updates when asked for them. I eventually asked to be reassigned to a new processor as I felt we were not being taken care of. \n-Thursday, XX/XX/XXXX arrived, and we had still not heard anything. I emailed them demanding I have my clear to close and final numbers by Friday, XX/XX/XXXX. \n-They responded that 'they made it happen, and we are good to go '. \n-I still didn't receive my final numbers, so Tuesday, XX/XX/XXXX evening I asked where they were. \n-It was clear they had forgotten to send them, because within 10 minutes I received them. \n-I reviewed the closing disclosure for the first time, and noted they wanted additional funds to close. I immediately asked they adjust our loan amount up by {$3000.00}. \n-The supervisor noted they will work on it. \n-Wednesday, XX/XX/XXXX came and I didn't hear anything. Finally when I checked in they said 'it 's too late, you can't make changes '. The closing agent in email said it was against gov regulation, which is completely false. Your site indicates the only 3 categories that require a new CD and 3 day period ( ex. large APR change over XXXX, new loan product such as moving from fixed rate to ARM, new prepayment penalty ). I've attached the email evidence. \n-Later that day, our closing agent caught an error in their calculations. Instead of updating us, he just re-emailed the disclosure with no notice of what changed. He added ~ {$1000.00} to our closing less than 36 hours before close. \n-We were essentially bullied into either delaying close and incurring non-refundable moving expenses, or taking their draft and paying out of pocket. Adding the {$4000.00} to our mortgage would have added a measly $ XXXXmonth to our payment, easily within our LTV and allowing us to keep more funds in savings in case we were to be impacted by COVID down the road. My wife is XXXX XXXX  XXXX   and this has added significant stress to the move. \n-I complained to the closing team, asking reimbursement for our loan charges. They said they would have 'the Executive office ' contact us to resolve the issue. \nXXXX XXXX with 'the Executive office ' contacted me on XX/XX/XXXX. I provided all information and noted that if I didn't get a prompt response, I would file a formal CFPB complaint. \n-No response happened, and today, XX/XX/XXXX, I received another 'Executive Office '  phone call acting like we were at the beginning again and 'letting me know we had received a complaint and would like to look into it for me '. \n-I have called other banks and explained my situation, and they noted that Wells broke the law. A Wells employee we know of noted that 'Wells Mortgage is so busy right now with the low rates that they are being pushed to close on time even if it means breaking laws '. It's like the checking account scandal all over again.","date_sent_to_company":"2020-09-18T04:45:47.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"553XX","tags":null,"has_narrative":true,"complaint_id":"3853098","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-09-18T00:27:16.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["-End of XXXX I asked <em>Wells</em> <em>Fargo</em> for a preapproval letter in the <em>amount</em> of {$480000.00}. We wanted to make an offer on a home. This is the 3rd mortgage I've worked with <em>Wells</em> <em>Fargo</em> on. The previous two were smooth. \n-We made an offer, negotiated, and came to terms, with a close of XX/XX/XXXX. We then put our house on the market. \n-We accepted an offer on our existing home with a close of XX/XX/XXXX. \n-<em>Wells</em> promised we had plenty of time to close and review <em>documentation</em>."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[18.288889,"3853098"]},{"_index":"complaint-public-v1","_id":"3031509","_score":15.808705,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"PLEASE FORWARD TO YOUR LEGAL DEPARTMENT. I HAVE TRIED CONTACTING VIA PHONE AND MAIL AND YOUR OFFICE KEEPS SENDING ME BACK TO THE OFFICE OF THE PRESIDENT AND WILL NOT GIVE ANY LEGAL ADDRESS. \nI DO NOT WANT A RESPONSE FROM ANYONE BESIDES YOUR LEGAL DEPARTMENT! \n\nThis complaint is in response to all of the prior complaints I have filed along with new complaints regarding the information you provided in your last response with regards to the credit application and the retail sales contract being in force. \n\nIn your last response, XX/XX/XXXX, you sent me in a copy of the credit application you had on file, a copy of the retail sales contract, and a copy of an amendment that was made to the contract. Please note that this is the first time I have ever seen this credit application and the amendment. \n\nI have attached copies for your review and in order to fully explain my response I will be referencing your amendment, Amendment of Contract, dated XX/XX/XXXX between Wells Fargo Dealer Services and the dealer also referred to as the Seller. \n\nAs you are already aware, I have been trying to resolve the other issues with this vehicle with you since XX/XX/XXXX! During this process I have now obtained the documents listed above and will show you that this financing which you refer to as a loan is not valid and both Wells Fargo Dealer Services and the Dealer are liable for. \n\nI am referencing the numbers in your amendment out of order due to the most important information being listed first.\n\nII. Assignment, paragraph 2, # ( 3 ) and # ( 7 ) The credit application you have on file is not the original credit application that I filled out by hand at the dealers office on XX/XX/XXXX! The form I filled out was a long form, handed to me by the sales person and I filled out the form in my own hand writing. The original form was filled out by both my girlfriend and myself. The vehicle was for her so we filled out the credit applications with her as the Applicant and me as the Co-applicant. After pulling both of our credit reports the dealer said my credit was better and they were just going to use my credit only. I have never seen this credit application until I received a copy from your office in XX/XX/XXXX. After reviewing this document I noticed it was not the form I filled out so my girlfriend personally went to the dealer on XX/XX/XXXX. I had emailed and called them several times asking for a copy of the credit application and they would not respond. My girlfriend spoke with XXXX XXXX who was the original manager we  dealt with from the beginning and who signed all of the paperwork for this contract. She asked for all the original copies and/or documents for this transaction. She was told that the dealer no longer uses the original long form we filled out and the paperwork not being used was trashed. All of the documents that the dealer needed were scanned into their system and were emailed to your office. When she asked for the original credit application XXXX said he did not have it. He then showed her how he electronically input my credit application into the form on the computer and sent it via email. When she asked for a copy of that credit application he printed out a copy of another credit application form that is attached. As you will see they are not the exact same forms. The credit application that was sent to Wells Fargo has been filled out by someone else via the computer program the dealer uses. My signature has been forged and/or copied and pasted onto the CO-APPLICANT signature line! Note that every other dealer document I signed was signed on the APPLICANT signature line, has been highlighted and/or has been marked with an X next to my signature. I would have not signed this form on the CO-APPLICANT signature line, nor would the dealer accept my signature on the co-applicant signature line because XXXX XXXX was highlighting and having me sign right in front of him as we went through the paperwork. You can clearly see where there is some type of marking before my the signature placed on the credit app that shows it has been copied and pasted! It looks like they copied my signature from the original application I filled out. I did not fill out this form, nor did I sign this form! Also note that for some reason XXXX XXXX name is showing XXXX XXXX on the credit application from XX/XX/XXXX and is showing XXXX XXXX on the XX/XX/XXXX that was given to my girlfriend. This fact alone is fraud and is immediate reason for this contract to be voided and now makes the dealer responsible for the financing. The dealer knowingly submitted a fraudulent credit application and knowingly submitted a fraudulent document that does not have a genuine signature!\n\nII. Assignment, paragraph 2, # ( 5 ) The dealer knew my credit was not good and was made aware of my financial situation from before we arrived at the dealer. I clearly informed them I worked for myself and made cash. I was told it was no problem and they could get me financed through their own bank. After the dealer said they had a bank for me to get financed with on XX/XX/XXXX I signed the first retails sales installment contract. I was told it was going to be through Wells Fargo. I signed the paperwork and though the contract was good an that was it. After a couple of weeks I started getting denial letters from other lenders in the mail. I contacted the dealer and asked what was going on. I was told they were having problems getting the financing to go through. I told them I was not happy and I was going to file a complaint because the dealer was not honoring the contract and they were refusing to answer my calls. A complaint was filed with the Consumer Protection Financial Bureau and the XXXX on XX/XX/XXXX regarding the issues we were having with the dealer and the financing. A copy of the complaint is attached. In addition to filing a complaint and contacting the dealer directly, the dealer was well aware that due to my credit they were having issues getting the vehicle financed. On XX/XX/XXXX I had to return to the dealer to sign a new contract because the dealer said he couldnt get the financing to go through Wells Fargo and was now using his bank XXXX XXXX. He then changed the price of the vehicle, loan terms, and took out the gap insurance to make the numbers work for the new contract. He also added an additional {$1000.00} to the down payment. It was a month from the first contract dated XX/XX/XXXX until the new contract on XX/XX/XXXX until the financing was approved. This was more than enough time from day one to know my credit situation. The dealer did not make this contract under good faith and it was not bona fide because the credit app was fraudulent. I have attached a few documents showing the contract was supposed to be with XXXX XXXX, not Wells Fargo Dealer Services and clearly shows the date of XX/XX/XXXX. I had no knowledge the financing was going through Wells Fargo until I received a letter saying they had taken over the contract and to submit the payments to Wells Fargo. When I contacted the dealer after receiving the letter, I was told there was nothing I could do except to pay the car for 6 months and then ask for a refi. The dealer had lied from the start about who was financing the vehicle and continued to lie during the entire time in order to obtain financing with out my knowledge. This is not good faith. I signed the second contract under false promises from the dealer and again under fraudulent terms since the paperwork says XXXX XXXX, not Wells Fargo Dealer Services.\n\nII. Assignment, paragraph 2, # ( 6 ) The down payment was made by my girlfriend by her debit card and cash. The initial down payment was made on XX/XX/XXXX by part cash in the amount of {$1500.00} and {$1500.00} by her debit card for a total of {$3000.00}. A second payment was made on XX/XX/XXXX by her debit card in the amount of {$500.00} for a total of {$3500.00}. The receipts are attached. The dealer admitted they had lied about the financing and my credit and due to having to sign a second contract they deferred the additional {$1000.00} down payment until XX/XX/XXXX. The dealer knew the money was not coming from myself but a third party who is not on the contract. The dealer also advised that we could borrow the rest of the {$1000.00} because we had told him we did not have an additional {$1000.00} to put down. This is also another reason why he deferred the last payment. In addition to my girlfriend paying the down payment she has also made payments to Wells Fargo by check and cash for this vehicle financing. The total amount she has paid in checks or by debit card is {$7600.00} and does not include the cash amount she paid at the Wells Fargo Branches located in XXXX XXXXXXXX, Id where she paid them for me when she was out of town. There is a list of checks with the dates and amounts that were paid to Wells Fargo for this vehicle over a period of 3 years. Both the dealer and Wells Fargo accepted payments from a third party knowing she is not on the retail sales installment contract. The dealer knew from the beginning the money was coming from a third party. The personal bank receipts are not attached due to privacy issues however, I do have all of the records for these payments. The dealer receipts are attached.\n\nII. Assignment, paragraph 2, # ( 8 ) The dealer and Wells Fargo were fully aware that I was a financial risk due to the fact that the dealer was having issues getting the vehicle financed. From the first day the dealer ran my credit they were made aware of my credit situation and score. Wells Fargo and the other lenders were also made aware after my credit was then ran again to obtain financing. The dealer sending my information to several different lenders and making me sign 2 contracts shows the financial risk. Wells Fargo was also very aware of this risk because the initial financing was supposed to be through Wells Fargo. The loan was denied on that date and this is why the dealer continued to run my credit though different lenders. In addition to Wells Fargo and the dealer knowing on XXXX, you were both made aware during the following month when the other lenders were sending denial letters. In fact, I received a denial letter from Wells Fargo dated XX/XX/XXXX saying you denied by initial application due to EXCESSIVE DELINQUENT PAST OR PRESENT CREDIT EXPERIENCE, NUMBER OF REVOLVING TRADES, EXCESSIVE INQUIRIES IN CREDIT FILE, but were approving a new contract under your new terms in which I did not agree to. Both the dealer and Wells Fargo pushed this financing through both knowing I was a financial risk and this loan should have never been completed. Wells Fargo had denied the application from the start and continued to deny the application even after I had signed the first contract! The denial letters are attached. I have also attached my credit report showing Wells Fargo ran my credit twice along with the other lenders.\n\nII. Assignment, paragraph 2, # ( 9 ) and ( 11 ) On XX/XX/XXXX at the dealer before completing a credit application, I made it very clear my credit was not good and I did not want my credit ran more than 1 time. The dealer promised they would just run it once and they would use that information. They ran it while I was at the dealer and said they did not need to run it anymore because they had financing through Wells Fargo ready to go. As I have already mentioned the dealer and several different lenders ran my credit 6 times from XX/XX/XXXX to XX/XX/XXXX! The only credit report paperwork I received was the credit score obtained from the dealer and that was it. I never received any copies of my credit report, the credit application I filled out, or any other documents regarding my credit. The dealer knowingly was sending my credit information with out my permission and ruined my credit score. I talked to him about this and he, XXXX XXXX, admitted that he did not need to run my credit so many times and that he should have just attached a credit report to the documents and send one credit report to the lenders. This violates both Federal and State FCRA laws and has not been complied with.\n\nAll of the above statements are factual and true as you will see from the paperwork I have submitted. In addition to the paperwork I have my girlfriend who has been present from day one as a witness to these facts along with her documentation as well. Before this information was submitted I have tried to resolve other issues with your office since XX/XX/XXXX which I also have records of. I have exhausted every option available to get this resolved with Wells Fargo and Wells Fargo has refused to help. \n\nThe amendment referenced between Wells Fargo Dealer Services and the Dealer clearly reads, SHOULD ANY OF THE REPRESENTATIONS OR WARRANTIES BE FALSE, THE ASSIGNOR AGREES TO PAY THE ASSIGNEE OR HOLDER, UPON DEMAND, THE FULL, UNPAID BALANCE OF THE CONTRACT, WHETHER OR NOT POSSESSION OF THE PROPERTY COVERED HEREBY HAS BEEN TAKEN BY ASSIGNEE OR SUIT HAS BEEN INSTITUTED AGIANST THE BUYER OR THE ASSIGNER OR BOTH. \n\nWith this complaint I have made Wells Fargo aware that the retail sales installment contract is not valid. The credit application submitted is fraudulent, and several Federal and State laws have been violated by both Wells Fargo Dealer Services and the Dealer. \n\nFor the above mentioned facts and reasons I am requesting Wells Fargo to honor its own amendment and hold the dealer and Wells Fargo liable for the entire balance of this financing. The contract should be voided and the dealer is responsible for its actions. I am requesting that Wells Fargo Dealer Services collect the entire amount of the contract of {$14.00}, XXXX, along with the down payment of {$4500.00}, any interest, late fees, attorney fees from the dealer. I am also requesting Wells Fargo to refund that entire amount less Wells Fargo attorney fees against the dealer to me and release the title in my name as the owner. Since both the dealer and Wells Fargo violated several laws and violated their own amendment and committed fraud the contract should have never been enforced. I feel that this is fare enough to resolve this situation. Should Wells Fargo feel that you do not want to comply or resolve this after knowing fraud was committed I will pursue a lawsuit for the above mentioned amounts and will include monetary compensation for fraud, state and federal law violations, and punitive damages. \n\nI look forward to your prompt attention the to this matter. \n\n**FILES WERE TOO LARGE TO ATTACH, I WILL BE SENDING DOCUMENTS FOR REVIEW, PLEASE DO NOT RESPOND UNTIL YOU HAVE RECEIVED DOCUMENTS. **","date_sent_to_company":"2018-09-27T20:18:10.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"90631","tags":null,"has_narrative":true,"complaint_id":"3031509","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-09-27T19:55:44.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem while selling or giving up the vehicle"},"highlight":{"complaint_what_happened":["I am requesting that <em>Wells</em> <em>Fargo</em> Dealer Services collect the entire <em>amount</em> of the contract of {$14.00}, XXXX, along with the down payment of {$4500.00}, any interest, late fees, attorney fees from the dealer. I am also requesting <em>Wells</em> <em>Fargo</em> to refund that entire <em>amount</em> less <em>Wells</em> <em>Fargo</em> attorney fees against the dealer to me and release the title in my name as the owner."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[15.808705,"3031509"]},{"_index":"complaint-public-v1","_id":"18302154","_score":14.935547,"_source":{"product":"Checking or savings account","complaint_what_happened":"To : Consumer Financial Protection Bureau, Wells Fargo and potential customers seeking or presently dealing with Wells Fargo From : XXXX XXXX, XXXX, XXXX XXXX of XXXX XXXX Subj : Response to complaint submitted ( Case XXXX ) and 2nd submission of complaint towards Wells Fargo and Individual who conducted investigation/research Date : XX/XX/XXXX. \n\nThis memorandum will be submitted to Consumer Financial Protection Bureau. It will be the response to the case outlined above, responded to by Wells Fargo and XXXX XXXX, Escalations Representative from Complaint department. \n\nDuring the process and explanation, it was clear that XXXX did not read the complaint, did not investigate or research items as they were submitted in the complaint. There were no answers found and evidence within the phone call itself that there was admitted negligence, misconduct, deceiving communication, Incorrect and/or negated information given and many examples of multiple Wells Fargo employees giving information that is not correct or was not verified. This includes the representative herself XXXX XXXX, who was assigned to the case by Wells Fargo. I will outline the complaint and the response number both with corresponding numbers so that correlation can begin and the clear outline of negating any obligation to justify actions, re-enforce policy and the actions taken should all be supported by either federal regulation, industry regulation or internal controls- little of these type of explanations were offered in response to the complaints outlined. XXXX herself on the explanation call to customer stated, I do not have to answer questions of the complaint. I appreciate any time taken to learn of the objective of Wells Fargo during their research. \n\n1. Discrimination No where through my complaint did, I mention discrimination, yet it is the first topic addressed. \n\n2. Business Line of Credit- Initial Complaint : In my complaint I explain that the reasons for relationship closure were due to : XXXX, Wells Fargo business banker explained as of XX/XX/XXXX Wells Fargo no longer does business with your type of business. I had already received email confirmation that my account was out of due diligence cleared their internal review process and is being forwarded to the correct department on Friday XX/XX/XXXX. The same date that letter I received is dated for closure of my relationship by another member of the department. Email is attached labeled # XXXX. \nResponse to complaint submitted : apology for misunderstanding and delay, Conditionally approved ; Acknowledgement mislabeling to XXXX ; Required further information in due diligence as after review : application denied and referred to the original letter that was sent to me. ( Attached in complaint dated XXXX, XXXX from XXXX XXXX. ) Issue with response : 1. Does not address the fact that multiple Wells Fargo employees stated my application did not need due diligence was sent due to mislabeling and being cleared by that department XXXX. \nXXXX. During our conversation I asked regarding this topic : Her response was Its covered in the letter. As you can see in the letter or the response there is no explanation or even feedback from these 2 employees that signed off that my account cleared XXXX diligence and was sent there in error. \nXXXX. XXXX Response states : From documents I provided. Information was derived to cause risk to Wells Fargo I asked what documents ; she stated the ones I submitted : I asked if XXXX verified the documents, she stated : I have not seen them. I asked did you verify the Information DD ( Due Diligence is referring to ) XXXX response I dont have to ; risk is not able to be shared with the customer XXXX. Lastly, after acknowledging the mislabeling, the organization has provided closure reasons that are normally affiliated with a XXXX XXXX XXXX, which in her own report there is admitting to mislabeling, there are other XXXX employees ( XXXX, XXXX ) that approved my application, and stated it was mislabeled and did not require XXXX and emailed I have cleared that department. Yet when in the complaint I asked if mislabeling was corrected : you can see it was never addressed, changed nor was the person held responsible. I was simply told my relationship was being closed. Also, no explanation of why I was cleared via email ( attached ) yet denied and relationship closed and no explanation offered. I suspect personal retaliation with no factual explanation. \n\nNothing in her response addresses any of these items outlined in my complaint, re-enforces her comment about not reading the complaint or not answering questions about the complaint. XXXX XXXX only refers to me a document that they themselves have admitted is incorrect. \n\nXXXX. In ability to locate application letter Initial Complaint : Establishing trends of bad information, misleading, and lying to customers. \nResponse to complaint submitted : Confirm a complaint was submitted We apologize this letter provide incorrect information Issue with response : It was outlined in the response of dereliction of duty and just another mistake or negating to give information. \n\n4. Business Credit Card application Initial Complaint : If my business was a risk, how is it that we got approved for a business credit card with 4 lines all with 100 % balance for all owners, was not asked to secure even though offered and less than 10 days later the entire relationship is closed due to information submitted. No explanation as to how XXXX products can be approved and operated while the remaining is delayed, mislabeled, cleared and suddenly requiring an end to the relationship based on a person that refuses to discuss with customer or provide explanation? \nResponse to complaint submitted : None offered, different departments was what I can recall. No supporting documentation, no policy outlined only risk to the bank. \nIssue with response : Banker understood about ordering additional cards and the balance that each should have. This is outlying the negligence of the banker. Email documented # XXXX and # XXXX in which : Checks were never ordered or followed up on and business credit card information regarding ordering was never shared even after request to order additional cards was asked several times. Only during the call did XXXX Explain the process. \nLastly, is there any information that can clarify and justify this sequence of events? I am willing to accept why my accounts are closed just for my ability to ensure it doesnt happen again, why? Bank accounts open 10 months, CC approved and issued during the same application process then suddenly XXXX desires to close accounts without having to provide evidence or reasoning. Seems like personal abuse of power and retaliation. \n\n# XXXX Credit reporting Initial Complaint : There was never a complaint about credit reporting. It was offered as a compromise to the mistake that was made according to the explanation and service given. \nResponse to complaint submitted : Justified to pull credit and report products. Items will not be removed, and credit inquiry will not be removed. Wells Fargo Followed Fair Credit Reporting Act. \nIssue with response : This is evident that XXXX XXXX did not read the complaint. The only location credit reporting is mentioned is in the area fair outcome expectation. In which it states, since Wells Fargo is claiming they should not have done business with this type of business then why would they be allowed to run credit on these types of products for a business they do not service? I asked XXXX if she read my complaint when she brought up this topic. XXXX response no, but I know you complained about the reporting At that point during the call I asked if she could open the complaint and point out where she read it, she located and this was the first time her demeanor shifted. It was clear she was uncomfortable because throughout our phone call I made references to the complaint and she had no idea what I was referrencing. When I confronted her about if she read the complaint her response was and I quote I do not have to answer the complaint I explain what our policy is SOOO I asked isnt it in your policy not to grant credit or accounts to businesss you do not do business with that create a high risk. Her response was it is outlined in the letter. At this point all she would respond to any question was it in the letter. This change in response sparked a long delay and could tell there was someone else in the room she would confer with on tough questions. She no longer offered a discussion on topics, only to refer to the letter. The phone call itself will tell you or anyone how this investigation started after this demeanor shift and extended silence, with coaching she began referring to it as research. ( investigation means there was evidence to lead to investigating- hence wrongdoing ) From then forward she would use research. Overall issue XXXX XXXX, the rep that is supposed to ensure Wells Fargo is maintaining its own internal standard and ensure customers complaints are taken seriously and verified if there was wrong doing yet assign a rep that is coached, guided and DOES NOT EVEN READ THE COMPLAINT. At this point do I feel there was anything that was seriously done regarding my initial complaint. \n\n# XXXX Service received Initial Complaint : Many lies, Incorrect information, misleading of a customer, Delays, delays covered by lies and lack of communication within their organization. \nResponse to complaint submitted : Apology stating they did not meet the standard. \nIssue with response : This is a vague attempt to provide an apology instead of providing explanation, taking accountability and seeking a training opportunity. I will outline each employee and the misinformation, direct delay caused by each employee and instances that werent addressed or explained in the response regarding what happened. Explanation ( s ) never offered, corrective behavior is not suggested, and occurrence not even acknowledged in response. \nXXXX. XXXX Banker- a. Did not order checks, simply apologized did not offer to replace, cover charge or anything 30 days lost b. Application ( s ) Mis labeled and information not shared. XXXX stated she did not label business XXXX, but it was shared ( By XXXX ) Banker and or XXXX are responsible for labeling. \nXXXX XXXX with customer and business I have email threads with constant apologies for missed deadlines or response times ( every employee ) XXXX. XXXX XXXX Due Diligence : a. Hung up on customer never mentioned XXXX XXXX supervisor did reply and felt situation was handled yet never mentioned in response. \nXXXX Lied to supervisor XXXX XXXX XXXX, her supervisor I did not understand paperwork and wanted a call from a supervisor : Actuality supported by email # XXXX XXXX XXXX : when I did not want to work with XXXX because she had hung up on me intentionally. \nXXXX. XXXX XXXX Due Diligence supervisor a. Did not follow up regarding new sales associate causing a loss of another XXXX weeks. \nb. Lied : Stated she would have someone contact me on Monday after already losing 10 days due to previous employee. XXXX had no intention of contacting me until following Monday 1 week after the date promised because he was going to be out of office. When brought to her attention he was busy c. Did not ensure application was routed properly d. Did not supervise XXXX in completing the completion of my review and application. \nXXXX. XXXX XXXX a. By far best customer service and only of the group. No serious complaint regarding XXXX only confusion so more misinformation that anything else. \nb. Email ( # XXXX ) stating that Due diligence is not required my application has been completed with due diligence department and never completing it in a timely manner. This is where I feel the coercion began. It took 5 business days to submit for review in XXXX after we spoke for 10 minutes and realized my business did not require XXXX, this after I paid and collected documents that are not required for my business. \nc. Believe he is aware of what really happened and has enough integrity to share, what was confusing is his email stated I was done with XXXX department and being forwarded on to correct department. Yet somehow I never leave that department, instead the same day I am told that as a result my application has caused a risk and determination to close in the relationship was discovered No explanation offered. \nXXXX. XXXX XXXX Due diligence supervisor a. The rudest of the group and does not offer any assistance, explanation, or justification. Was very petty and did not complete any tasks he stated he would. \nb. Pull phone call Does not address any questions only states letter will explain everything Offers no justification, no policy, no statute of explanation supporting the decision to close. Does not address the communication I shared regarding XXXX clearing me from review and XXXX. \nc. Lied ; XXXX XXXX stated he would email and send documentation by end of day. Instead, no letter is every sent by him, no email is ever returned and dates requested for continued conversation was never shared to this date. \ni. Starting he would call upon receipt of letter to go over and explain closing. Never did. I never received a letter from XXXX at any point. \nd. When asked why it is being closed when XXXX had already closed- His response and I quote None of my business I thought it was exactly that my business. He went on to avoid any questions on how it was routed to his desk when I had already been told that Due diligence was cleared ( XXXX email # XXXX ). XXXX offered nothing to this in conversation or response. \ne. Communication Phone call will explain the demeanor shared with customer and how he had no intention of looking for truth. Simply closing an account regardless of consequences and offering no explanation except the letter, which somehow never arrived at my place of business. \nf. Incorrect labeling XXXX also refused to address the mislabeling and if it was corrected prior to his determination that is not what I am here to discuss. Your accounts will be closed on XX/XX/XXXX. When I pointed out his lack of communication and keeping to his word- he is reflecting on the service from all the other employees. Lying and not keeping their word- I was accused are you insulting me. My response Sir if the facts insult you, you are insulting yourself i. To this point I am confused as to how it remained on his desk when I was already cleared and ready for the correct department. Instead, it feels like closing with no reason being done to cover all the items that this is exposing. Mistakes within every employee and no justification besides abuse of power. \nXXXX. XXXX XXXX a. Initial conversation : XX/XX/XXXX : stated she contacted XXXX but has not read the complaint was only reaching out to let me know she will start her investigation. She had not read my emails, complaints. She barely knew my last name. \nXXXX Lied : requested a response regarding the closing of the account, because of the timing I needed clarification if my account would be closed or if I would be allowed to move on my own ; she stated, I will get back to you today, Friday or by Monday close of business. I email reminder Monday morning, no response. I call at XXXX XXXX, no answer. I call XXXX XXXX ; she chats with XXXX and states shell call you tomorrow. \ni. Call on Tuesday did not have a response to the question of accounts had another employee quoting a letter stating I will be closed, and she has no other explanation for me. \nii. When asked why she did not offer an update XXXX. She stated she did not email XXXX asking for extension until Monday at noon Feel my call was a reminder. \nXXXX. She claimed Friday was too late in the day Our phone call ended before XXXX am mountain time, yet no email sent and another lie to delay. \nXXXX. Stated there was not update yet when asked what she found out : Her response was, she knew on Friday that the decision was up to XXXX boss who had the decision to change date no email sent Friday or request for answer. When asked for XXXX bosses name she stated- I dont know, XXXX emailed him to ask. Were you copied or did you verify he asked : No response. \na. At this point I feel as though XXXX didnt even contact his boss whos name I am not allowed to know : The letter was from XXXX XXXX close, not his boss, and she is relying on the words of same individuals I outlined that have lied and failed to complete duties per policy and financial procedure ; yet nothing was shared. \nXXXX Negligent : During our phone call of the resolution letter. XXXX stated in different conversations. She did not read the complaint, she did not review documents, She did not ask any questions : even the basic ones that do not make any sense and are covered by policy : Such as labeling a business or the flow of my application. \nEvery employee I interacted with from Wells Fargo lied, created unnecessary delays, did not share information, did not correct mislabeled accounts, did not communicate with customers professionally or consistently and did not communicate properly with each other. Instead of correcting these actions it appears that closing the account will ensure that things do not get addressed just like XXXX investigation, I mean research. \n\n# XXXX Deposit accounts decision Initial Complaint : Why are my accounts being closed after 10 months of operation, application of business credit cards, ordering and processing of checks and deposits and withdrawals have taken place allowing a long observation period. \nResponse to complaint submitted : Deposit agreement explains bank reserves the right to close your account at any time. Risk assessment process online and results are confidential. Decision is final ( I will quote this again later ) Issue with response : Deposit account agreement I was referred to. Only states that closing of an account can happen at any time. This does not alleviate the responsibility of justifying the closing. Also, within the policy it states that upon request information in accordance with Wells Fargo Private Policy agreement can be shared. \nPer the agreement it is acceptable to share information regarding the account with the business owner if it is going to lead to arbitration, closure or freezing in writing. Yet in this case there is no information shared. \n\n# XXXX Check Order fee Initial Complaint : NONE- Again this was outlined in the area labeled compromise during the complaint process. I was upset because my accounts were being closed after ( check incident outlined above ) ordering {$300.00} roughly worth of checks. In my outline I did not complain about this I requested compensation after closing an account after a relationship was made and the addition of more products. This is Wells Fargo intentionally attempting to sell me more products, running my credit, partners credit and business credit with the intention of never allowing me the opportunity to use them. Extortion for profitable gain Response to complaint submitted : Reviewed accounts and did not find any deduction for checks being ordered. I can provide more information since no purchase was found, we will not be reimbursed at this time and decision is final. \nIssue with response : This is when my communication with XXXX was irrelevant. The final example she had not even read the complaint or was conducting any type of investigation or research. This is proof that my complaint was not read or acknowledged much less investigated or researched. \nI explained in my complaint and on the phone. The complaint about the checks was that they WERE NEVER ORDERED BY THE BANKING ASSOCIATE. I waited a month and got nothing so after verifying they were NEVER ORDERED, a month later. I ordered through XXXX XXXX and have all the information. \nWhen XXXX got this part of the letter and read the response I asked her : If she recalled what I mentioned about the checks : She began reading the complaint. At this point in the conversation, I knew there was nothing that was done at this time her answers demeanor shifted yet again. Please I encourage you to listen to the phone call. I requested a copy of the call but do not know the formal process, when I asked XXXX her response get a lawyer. She stopped communicating when I explained maam go to the portion of the complaint where they ask for expected outcome. That is where the checks are included as a compromise to terminate relationship since I already spent money on them after establishing a relationship with Wells Fargo. She refused to comment on why she looked in my accounts for amount paid, when complaint stated I did not get them from Wells Fargo. \nI continue to press- At this point I understand her comfort was not a priority. She muted the phone again for an extended period. The person she was conferring with knew she had just admitted to 1 not reading the complaint 2. Stated I do not have to answer questions on the complaint, I reply with policy. \nI stated I understood. At that point I asked XXXX. During your investigation- my research she corrected. During your research, at any point did you ask me any questions? Did you review any documents? Did you ask me for any information regarding the checks or anything? XXXX response again : I dont have to. I have all the information. I stated maam why are you asking me for receipt of the checks when you already told me that your decision is final?. Her response because I have to read the letter to you, can I finish reading he letter?. \n\nOverall, after my experience we were going to leave Wells Fargo. I felt at though submitting this to CFPB and having questions asked that the truth would present itself. Instead, I feel XXXX is only a part of the cover up of poor service, no accountability and big banks getting away with whatever they want. Going through these complaints not offering anything and doing it again to someone else. Offering no explanation to anything questioned and quoting policy and procedure though are unwilling to share what policy they followed or quoting procedure that was proper. Only read the letter. In each circumstance that a question is posed, if a policy was followed and procedure enforced there wouldnt be anything to apologize for only explain and justify. Explain in a manner that any customer can go and find in a policy or disclosure. Instead, XXXX offers answers such as We are not able to disclose refer to the letter. Through their own response admit to many issues that they done wrong, and are responsible for the delays. Wells Fargo does not address important procedural questions. Like process, and how my application yet cleared still ended up back in the same department it should have never been. I completely understand some items cant be shared, in any instance there should be understanding without that information which there isnt. The questions should be answered as they are asked, if they are even read. During my initial submission I was willing to leave amicably. At this point I would prefer a 3rd party look into my complaint and conduct a REAL investigation to the complaint I am submitting, I have no confidence in Wells Fargo answering or responding to this complaint and holding those appropriate accountable. \n\nI have been with Wells for over 10 years. Now I have one Mission after this experience. Everyone in my town knows how Wells Fargo does business and expose how many individuals abuse their position and avoid accountability. When a complaint is filed, it isnt even read, addressed and individuals are free to conduct themselves outside of company policy and procedure, when confronted with those issues or those mistakes become public Wells Fargo will simply end the relationship with no explanation. Instead of correct internal behavior.","date_sent_to_company":"2025-12-26T20:06:38.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"88011","tags":"Servicemember","has_narrative":true,"complaint_id":"18302154","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-12-26T19:58:54.000Z","state":"NM","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["That is where the checks are included as a compromise to terminate relationship since I already spent money on them after establishing a relationship with <em>Wells</em> <em>Fargo</em>. She refused to comment on why she looked in my accounts for <em>amount</em> paid, when complaint stated I did not get them from <em>Wells</em> <em>Fargo</em>. \nI continue to press- At this point I understand her comfort was not a priority. She muted the phone again for an extended period."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[14.935547,"18302154"]},{"_index":"complaint-public-v1","_id":"5206487","_score":14.604273,"_source":{"product":"Mortgage","complaint_what_happened":"My original complaint is below. I am filing another complaint to address the willful and ongoing misconduct of Wells Fargo and the CFPB 's lack of oversight to my complaints and the voluminous documentation to show that WellsFargo is not acting in good faith to resolve this issue. Please review the complaint below. My monthly mortgage payment was increased in XX/XX/XXXX due to an insurance payment that was due for my homeowner 's insurance XXXX XX/XX/XXXX. \nXXXX ) the insurance premium was due in mid-XXXX XXXX ( the company assured me that they do not issue statements until the month before the premium is due ). However, WellsFargo deliberately requested an invoice 90 days in advance of the policy 's expiration and paid the policy expeditiously to increase my monthly payment based on their false claim that I agreed to modify my loan in XX/XX/XXXX and accept escrow of my insurance policy. I have received NO proof of this request for escrow modification beyond phone calls and letters from WellsFargo assuring me that I accepted the modification, but that they could not provide me with the proof because it was confidential, XXXX ) after I cancelled that policy AND paid the new premium of {$1300.00} in full on XX/XX/XXXX, Wells Fargo made yet another insurance payment, to whom I don't know, on XX/XX/XXXX for {$1100.00}. \n\nAt the present time, WellsFargo has yet to account for {$2200.00} of MY MONEY ( the payment from XX/XX/XXXX was reimbursed to WellsFargo ). They refuse to provide me with proof or documentation of any of the actions they claim I consented to and yet they respond to each of these complaints with a pat on their backs absolving themselves of wrongdoing. This is an endless spiral that the CFPB should be assisting consumers with extricating themselves from, but alas here I am for the 3rd time hoping someone will take heed to the farce that is being played on the American public. I am steps from resorting to legal remedies and would sincerely appreciate an honest attempt to resolve these issues. \n_____________________________________________________________________ I filed the below complaint on XX/XX/XXXX. Wells Fargo called me within 5 days of filing the complaint to address the issue. I spoke with them at length and they told me they would investigate. I received a call back from XXXX? maybe XXXX in Iowa about the resolution of my complaint. She claimed that the escrow was removed from my account going forward, but that there was nothing they could do about the insurance payment that was made in XXXX, less than 1 week after I alerted them the charge should not have been on my account. She basically advised me that I should see it as a gift that the payment was made and I should get over it because at least the escrow was removed going forward. However, the issue STILL REMAINS. My monthly mortgage payment has now increased because of the payment they made to my insurance company for a bill that has not been generated yet! The payments for my homeowner 's insurance are current through XXXX when I will decide if I even want to stay with the company. I am left with no recourse, but to continue to fight these egregious and charges inflicted on my monthly budget. I told the woman last week that the issue was NOT resolved because the payment had already been made and I was going to have to pay for because my escrow account had been depleted. She informed that I had to wait for the new escrow analysis. It finally arrived ... XXXX days later than she advised and as I suspected my payment is more than {$50.00} higher than it should be. ___________________________________________________________________ In late XXXX... .early XX/XX/XXXX, I requested COVID-19 forbearance for my mortgage. It was granted. At that time, I was not clear about my obligations for the program but my salary was reduced and I was fearful about making timely payments. In XX/XX/XXXX, I received a letter informing me that I could extend my forbearance for an additional 3 months. During this time, I did not understand the full consequences of the forbearance that I chose. In midXXXX XXXX, I came to understand that the forbearance I chose had constraints making me ineligible for the protections advertised. I then found out that the only option available to me was to pay back the full amount of my loan at the end of my COVID-19 relief period or to request a loan modification, which I did in late XXXX. After many unsuccessful attempts to follow up on the modification, I finally connected with XXXX XXXX. She advised me to access an online portal to submit the documents necessary for loan modification and track the progress from there. I was never able to submit, access, or track anything on the site. During this time, I tried unsuccessfully to contact her and was advised other people in the loan modification and loan preservation departments would contact me. That never happened in any meaningful fashion. I called repeatedly over the next few weeks to follow up on the progress of my loan modification to no avail. Each time it felt like I was applying for something different or that I had never submitted any requests at all. On or about XX/XX/XXXX, I became concerned that Wells Fargo was trying to put me in a place to lose my home to foreclosure based on the lack of communication, follow-up, their past history with mortgages, and the conflicting paper communications I was receiving from their office ( I received packets daily with applications, options for refinancing, mortgage modification, loan forbearance, and a host of other options ). I filed a written complaint on their website. The complaint basically advised them that I believed their actions were fraudulent and lacking good faith towards allowing me to cure any deficiencies from my forbearance period and allowing me to resume payments on my loan. I felt overwhelmed by the sheer number of documents coming to my home, via regular mail and Federal Express, and desperately wanted to understand my situation. On XX/XX/XXXX, in response to my complaint, I received a call from XXXX XXXX. She told me she was calling from the Executive Office and was charged with thoroughly researching my complaint. On XX/XX/XXXX, she called me back and confirmed that I was not eligible for any type of loan modification because of my loan type. She further confirmed that I was eligible for a payment deferral of the 4 payments that I did not make under the federal COVID-19 relief guidelines. This is significant because I received a number of notifications that I was 6 payments behind and still do not know what my final numbers show. She confirmed that my loan would remain as is with the one change being the 4 past due payments being tacked onto the back of my loan. After receiving that letter, I added a bimonthly auto payment option to my account to allow me to attack the principal that crept up during the height of the COVID pandemic. There were no further issues until XXXX XXXX when I received my escrow analysis for the coming 12-month period. I was informed that I had a projected shortfall. After reviewing the document, I realized the shortfall came from an added insurance payment that was added to my account. My insurance has never been escrowed. I have always paid it separately. At the time I closed on my mortgage, I only escrowed for my taxes. I have always paid my taxes with my year-end bonuses. I called WellsFargo to explain that there was an issue and ask for resolution. I was told the charge was for the insurance added as part of my modification. I told her I did not need insurance because I already had insurance. She then told me that WellsFargo added the insurance to my escrow as part of my modification. I told her that I did not receive a modification and did not want my insurance escrowed. The agent basically told me that their perspective is I should be happy that they made the insurance payment so that now I don't have to think about it. The problem is my loan agreement was altered without my approval and I reject their assistance. When I again confirmed that my modification request was denied, the woman told me she would research the issue and I would have further communication or a resolution in 5-7 business days. Today ( XX/XX/XXXX ) makes 15 business days and I have not received a letter or a phone call. I logged into my account to determine whether the charge had been removed from my account only to see that right after my initial call WellsFargo issued a check to my insurance company for a policy that is paid through XX/XX/XXXX. When I called to inquire about what was going on with my original complaint, XXXX, in customer service, told me I was informed about the change to my escrow as part of my modification. When I explained to her that I did not have a modification she told me she would file another research request. I asked for a supervisor since the last research request did not result in anything more than depletion of my escrow account. XXXX, a customer service manager, told me that I was informed about the change to my escrow account as part of the modification and she would research when I received the letter. After holding for 20 minutes while she researched when I received the letter, she came back on the line and told me that I verbally agreed to the escrow modification on XX/XX/XXXX as part of my modification. I told her that I would have never agreed to a modification that required me to add my insurance to the escrow because my homeowners insurance is bundled with my car and other insurances. Furthermore, the addition of the insurance to my escrow account increased my mortgage payment by almost $ XXXX, which I can not afford. She told me she would research it and get back to me. I told XXXX that I would file a complaint with the banking department by Friday if I did not hear back, but I am afraid at this point that my mortgage payment will increase on XX/XX/XXXX and I will not be able to pay it. I can not afford to increase my monthly budget and should not have to based on WellsFargos deliberately harmful and fraudulent actions. They act without impunity and leave the consumer to deal with the repercussions. This should not be allowed to go on.","date_sent_to_company":"2022-02-10T15:14:19.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"06460","tags":null,"has_narrative":true,"complaint_id":"5206487","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-02-10T14:50:02.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["At the present time, <em>Wells</em><em>Fargo</em> has yet to account for {$2200.00} of MY MONEY ( the payment from XX/XX/XXXX was reimbursed to <em>Wells</em><em>Fargo</em> ). They refuse to provide me with proof or <em>documentation</em> of any of the actions they claim I consented to and yet they respond to each of these complaints with a pat on their backs absolving themselves of wrongdoing."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[14.604273,"5206487"]},{"_index":"complaint-public-v1","_id":"10502680","_score":12.80237,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Account Closure Notification : I had a Wells Fargo Retail credit card that I always paid on time, keeping the account in good standing. However, the terms were unreasonable, with high fees for even a one-day late payment. I paid down my balance to just over {$1000.00} and decided to transfer that remaining amount to a 0 % interest credit card to pay it off. In XXXX, I received notice that my account had been closed because the bank had charged a {$42.00} late fee plus interest because my bank paid the remaining balance on XX/XX/year>, 3 days past the due date of XX/XX/year>. \n\nDue process concern with dispute process and the bank 's lack of good faith as a long-standing customer : The bank stated decline my request to resolve the issue, so I filed a dispute requesting that the paid debt not be reported as delinquent due to it being a bank fee. On XX/XX/XXXX, I received notice that my request was denied. I then called Wells Fargo to speak with customer advocacy, but I was transferred multiple times, each time needing to explain my situation and seek resolution. \n\nDetails of In-Person visit, Serious Security Concerns related to illegal access to my personal identification and bank account information, Decease Alert place on my account, Escalation regarding egregious behavior and treatment toward me by bank XXXX and staff : On XX/XX/year>, I received the results of the banks investigation, and they refused my request, so I called Wells Fargo and requested to speak to someone in the customer advocacy department. I was transferred numerous times to the wrong departments, and each time had to be verified and explain the situation. After being transferred 6 times to the wrong departments, I expressed frustration with the process. On the XXXX transfer, I was finally connected to a representative in the customer advocacy retail department who file another dispute, and I was informed that it would take another XXXX days to complete. At this point, I had arrived at a local branch, and I informed the representative that I would be closing all accounts with Wells Fargo due to unfair treatment in this situation which was an indication that they did not value our business given the fact that we have been customers for over XXXX years. I asked that the following statement be included in the dispute : My husband and I will close all our accounts if the bank does not resolve the dispute and address my request to our satisfaction. At this time, I was finishing up with the call and was given a case number for the dispute while sitting at the desk of a banker ( XXXX XXXX ) who heard my discussion with the representative. XXXX XXXX contacted and spoke with a representative who from the department that specifically handles disputes related to credit reporting. After sharing my concerns with the rep, she handed me the phone to provide my social security number for the dispute. The representative told me that she would submit my dispute and request to have this removed from my credit report, she asked if I was seeking to obtain a loan, and I replied that I would in the future. She informed me that the process could take 30 days and I asked if I there was someone who I could speak with who has authorization to make the decision today and informed there was not, she reiterated the process would take 30 days. I handed the phone back to XXXX XXXX who promptly asked the rep if she could place her and hold, then requested to see my license or ID which I provided to her. She reviewed it and then informed me that an Alert had been placed on my account stating that I was deceased. Alarmed and in disbelief, asked XXXX to repeat the information regarding the alert and then I asked if she had the correct account pulled up and she confirmed that she did. I had a lot of questions about how this happened, who submitted the information, by what process and I asked for documentation to my questions. She took the representative off hold to get some more details and was given the name of the person who reported the information which was indicated in the notes. She asked if this person worked for Wells Fargo, but she never conveyed that response to that question to me. I probed to find out specifically what this entailed and how it would impact me with regards to accessing my account, funds, and conducting business. She explained that my account had been transferred to the XXXX XXXX XXXX department which occurred after the alert had been placed and after I had been able to access my account right up to submitting my dispute and statement to close all my accounts. I asked if this was submitted by someone internally because it was inconceivable that any random person could call and report this information which would result in an immediate alert and block on my account without having specific and personal identification about me especially when Im required to provide my social security and/or account number for verification before a bank representative can discuss specifics with me about my own account. XXXX said its because they take such a report seriously that anyone can submit a report without having specific personal identification information and it would trigger an investigation and through that investigation at some point a death certificate would have be provided but the certificate does not need to be provided initially to place the alert place on an account. I requested to speak with the branch manager and XXXX rudely told me she would see if she were available and stated she was calling the XXXX XXXXXXXX XXXX at the moment. The branch manager office was a few feet away and was within earshot to hear the entire conversation. XXXX spoke with a rep at the XXXX XXXX XXXX XXXX, explained that she verified that I am alive and was sitting in front of her when and I requested to know the details, who reported it and how the report was made. XXXX inquired and then wrote down information pertaining to a time stamp of when the report was made and wrote the word 'other, which later she and the branch manager explained could be made electronically, online. At this point, a teller walks over to me and asked if I would need anything, I was so overwhelmed by what the whole ordeal, I did not realize the bank was closing and I requested to speak with the manager. She came over to speak with me and I shared what was happening which I described as a nightmare situation, she explained that the reports can be submitted online. I again expressed confusion and alarm regarding how someone could do this without my consent or having access to my personal identification information. I began to record the conversation and was taking notes of what was being shared and discussed. XXXX informed me that the person from the XXXX XXXX department stated that I would have to complete a 'Proof of Life ' Form, and he would reverse the alert immediately, and I stated that I am not comfortable with signing the form without more details. XXXX said that I would need to sign the form or I would not be able to access my account directly which was now impacting my ability to access my account, funds, conduct business and then it dawned on me that the timing of when the alert was placed on my account occurred after I shared the plans to close all accounts with Wells Fargo which raised security concerns regarding suspicious activity where someone was able to gain access to my account personal information and used that to tamper with my account without my knowledge or consent. I immediately shared this with the manager, she agreed that it was concerning and stated that they take the allegation of someone internal tampers with an account and agreed when I said that something nefarious was taken place and that it was not a coincidence. Again, I requested documentation of related to the situation and stated that I am aware this information would be available in their system since it would have been submitted electronically. XXXX communicated my request to the person from the XXXX XXXX department and he shared he could provide a time stamp information after I signed the proof of life form. I informed the manager that I was recording the conversation, and she seemed uncomfortable with this and disappeared but not to her office which was within close proximity. She went to a corner office located across from where I sat. I asked XXXX what the mangers name was and she said its XXXX and I asked what her last name was and she said it's long and that she would give me her business card ( which she never provided ). I had to go online to find her name which is XXXX XXXX. The manager returns and informs me that I could not record, and they did not agree with my recording. I said it is clear that youve consulted legal and I can record and the fact that she was not in agreement would only impact how I use the information. From that point it became contentious, she disappeared to an office, then came back and stated that because I was recording, they would continue behind closed doors. The branch manager told XXXX to transfer the call to the corner office, when they could not transfer the call, the manager returned and requested the phone number so they could call him directly. I inquired about how much longer this would take and was rude in their response. Stating they did not know, and I asked if they could ask the person from the XXXX XXXX department since his is familiar with the process and would be able to share how much longer. They disappeared from the office, came back with a copy of the proof of life form and I was told that they could only provide that form and a reference number which was written at the top and nothing more. I reminded them that they said I would be provided with the time stamp of the report and details related to the report after I signed the form and since changed their position and now refused to provide that information. The branch manager rudely tells me that they been dealing with this situation for an hour past closed and have been working and threatened that I would need to and would be escorted out. I expressed that this is a serious security and fraud concern with significant implications. Her response felt insensitive, as it seemed she was more annoyed by the inconvenience of staying past closing time than addressing the issue at hand. \nXXXX stated that no fraud occurred because nothing has been taken and I disagreed because clearly someone has been tampering with my account which means they had to have personal identification information to gain access to without my permission. XXXX rudely fired back that no fraud had been committed because nothing was taken from me. She rudely stated that I have received all they were told could be provided and that I would have to be escorted out. I responded that I do not need to be escorted out and noted that I would be filing a complaint and seeking legal representation. I exited the branch immediately and sat in my car in the bank parking lot while I called my husband to share the details of those most horrific and traumatic experience and then I called to leave a message with an attorney when I noticed two police officers slowly approaching my car from behind. I rolled down the window and asked if they had been called on me and they said yes and inquired about what had happened. The act of calling the police which as if I had done something criminal further exasperated what had already been a humiliating, traumatic and horrific nightmare experience for me. I shared what happened and told them that I did not threaten anyone or even raise my voice in a threatening manner which footage from the bank cameras would prove. I displayed the same demeanor with the bank employees as I was while explaining the situation to them. It shared that it is not illegal to sit in the parking lot. This only escalated and became contentious and their behavior toward me changed when I shared with them that I was recording, and they did want me to. Their reaction and response to me asking questions as anyone would do in this situation should not warrant the treatment of being treated as a criminal and the police being called on me. Sitting the parking lot speaking with my husband and sharing what happened is not illegal, threatening or a violation. The two officers reaction to my experience spoke volumes. The officers encouraged me to contact the corporate office to file a complaint against the branch with regards to this incident and my experience and recommended using a different branch location. I stated that I will be filing a formal complaint regarding Wells Fargo will secure legal counsel.","date_sent_to_company":"2024-10-31T20:58:03.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"32712","tags":null,"has_narrative":true,"complaint_id":"10502680","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-10-18T17:12:46.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["Account Closure Notification : I had a <em>Wells</em> <em>Fargo</em> Retail credit card that I always paid on time, keeping the account in good standing. However, the terms were unreasonable, with high fees for even a one-day late payment. I paid down my balance to just over {$1000.00} and decided to transfer that remaining <em>amount</em> to a 0 % interest credit card to pay it off."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[12.80237,"10502680"]},{"_index":"complaint-public-v1","_id":"12364671","_score":8.273096,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX OK XXXX XXXX XXXX  \nCONSUMER FINANCIAL PROTECTION BUREAU\nConsumer Financial Protection Bureau\nPO Box 27170\nWashington, DC 20038 XXXX XXXX XXXX\n\nRE: Claim against Wells Fargo Claims Assistance Center, XXXX XXXX XXXX XXXX, NC XXXX\n\nTo whom it may concern:\n\nIn XXXX XXXX XXXX, I was away from my home for four weeks. I returned on XXXX XXXX. I asked a friend to come in and water my plants once each week. In the third week, she sent me a text and told me she brought my packages inside. I had not ordered anything so I thought that was odd, but I didnt say anything more to my friend since she brought them inside. I wrote it off thinking someone must have sent something to me that I wasnt expecting. When I arrived home a week or so later, I was shocked to find XXXX packages on my counter. When I looked at where they came from they all were from XXXX. \n\nThe next day I opened the packages and discovered items I was not familiar with and had not ordered. I took a couple pictures and posted them on my FB page and asked if anyone had sent them to me by mistake. I have sent things to people all over the country so I thought maybe someone selected my address instead of their own and had these items sent to me by mistake. No one had. Someone suggested that I had been scammed. I went to the XXXX  website to search for an answer. Under the FAQ section I found a section about what to do if you are scammed. The section is entitled Report Unsolicited Packages or Brushing Scams.\nXXXX  \nThat page contains a link to a form to report unwanted packages. Once on that page you can enter the tracking number(s) of the packages you received. \n\n\nOn the previous page XXXX  makes this statement,  XXXX  investigates reports of \"brushing\" and takes the appropriate action against bad actors that violate our policies. XXXX  may suspend or remove selling privileges, withhold payments, and work with law enforcement during investigations.\n\nXXXX  XXXX XXXX info about Brushing scams: XXXX  The page regarding this states:\nYou are allowed to keep the merchandise. The Federal Trade Commission says you have a legal right to keep unordered merchandise.\n\nXXXX  Scam Warning: Beware of Deliveries You Didnt Order\nWritten by XXXX Staff | XXXX XXXX XXXX\nXXXX  \nBy law, unsolicited merchandise is yours to keep, according to the United States Postal Inspection Service. So you dont have to return any package you receive, and if you dont want it, you can donate it to a good cause.\nWith XXXX  brushing, there is no risk of legally owing money on a package you did not order.\n____________________\nPrior to reporting these packages as fraud, I posted the following on my FB page and included four photos of the items. \nXXXX XXXX XXXX XXXX XXXX\nDo these items look familiar to anyone? They were delivered to my house (to my name) while I was away. I did not order any of them. Maybe someone accidentally selected my name/address when ordering?? There are XXXX  of the XXXX XXXX XXXX and XXXX of the lanterns. I believe most were delivered almost a month ago.\n_____________________\nThis is where it was brought to my attention that I had likely been scammed. I then found the page on XXXX  website  to report the packages I received and entered all XXXX tracking numbers. I did not receive any sort of a confirmation or notice telling me what would happen next or advising me further on what to do. I made the assumption that I would hear something in the near future. \nIn the meantime, I took a look at my Wells Fargo bank account to see if I could find any transactions that I did not recognize. Unfortunately, I did. The following are the four unauthorized charges on my account that were for the XXXX  items. \nPost Date\t\tMerchant\t\tAmount\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\t\t\tTOTAL \t\t               XXXX  \n\nThere were no descriptions of the items. I matched them only because of the amounts listed that I did not recognize and that they were XXXX  purchases. I then reviewed my XXXX account to make sure that they were in fact not my purchases, which I confirmed. I knew I hadnt ordered anything, but wanted to double check what my account reflected. \n\n\nAt this point I contacted Wells Fargo and reported the fraudulent activity. I was told that my debit card would be immediately cancelled and a new one would be issued. I was also told that a provisional credit in the amount of XXXX would be issued to my account while they researched the issue. I later discovered and informed WF that XXXX  items initially thought to be fraud were not, so the correct unauthorized amount is XXXX.\n\n\nI received a letter from the WF Claims Assistance Center dated XXXX XXXX stating the above. \nSee Exhibit A\n\n\nNext, I received a letter from Wells Fargo Claims Assistance Center dated XXXX XXXX XXXX  stating they had completed their research into my fraud claim and found that the purchases were authorized and that no processing error occurred. They would be deducting the provisional credit of XXXX  from my account on XXXX  The letter further stated that I had the right to request copies of the documents they relied on to make their decision, which I did immediately. See Exhibit B\n\n\nI received the above letter on XXXX XXXX XXXX. Upon receipt of this letter I called WF  to dispute their decision. I spoke with a woman named XXXX. She told me that WF had contacted XXXX  as part of their research and they confirmed that the purchases in question were all delivered to the address of record for my XXXX  account, which WF accepted as meaning the purchases were legitimate. I asked to speak to someone above her and wished to file a complaint. I was then assigned COMPLAINT ID XXXXXXXX XXXX \nI was transferred to a senior resolution specialist named XXXX. She told me they cannot help me any further. The research was complete and I would be charged. \n\n\nThe next day, on XXXX XXXX XXXX, I called XXXX  and spoke to XXXX. \nShe looked at my account and told me that the purchases in question were unauthorized. \nShe also told me there was no history of these items or the charges for them on my account, therefore there was nothing they could do. I provided her with a tracking number for one of the packages and she told me that nothing came up. She said she was going to send an email to the Investigative Charges team and explain my situation. I would receive an email within one day letting  me know their findings. \n\n\nOn XXXX XXXX XXXX, I received an email from XXXX  thanking me for reporting the unauthorized charges. That was all it said. Nothing else. \n\n\nSo now I have WF charging me for items purchased from XXXX  that XXXX  says are not on my account. How is this possible? I feel I am a victim times three at this point; of the scammer who hacked my XXXX  account, of XXXX  for doing nothing and of WF for accepting charges on my account that should have been red flagged in the first place. I am out XXXX  \n\nXXXX XXXX XXXX I called XXXX  and spoke to XXXX. I asked her to look at my account to see if she could see the fraudulent charge amounts in my account. I provided her with the four amounts : XXXX XXXX XXXX and $XXXX. She confirmed all the charges were visible and agreed my case needed to be escalated. She would report it to the fraud team. I would then receive an email within forty eight hours regarding the investigation. \nI did not receive a response and so I called XXXX  again on XXXX XXXX XXXX  and spoke to a gentleman named XXXX.  He confirmed that the purchases in question were processed using a different account than mine but with the debit card attached to my account. He could not tell me the name of the other account, but told me that they would take action behind the scenes and not allow this account to be operational any longer. He also confirmed that I only have one XXXX  account. He then told me he was going to send another message to the payment department via email and that they should respond within 48 hours. He also told me he would send an email to me summarizing our conversation. He suggested that I file a police report. \n\n\nAt this time I decided to look up the tracking numbers from the packages I received and discovered the following. See Exhibit C \n\n\nPackage \nTracking Number\nReturn Address\nNotes XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, OK XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX XXXX XXXX  None listed\nThe tracking numbers beginning with XXXX  are identified as being associated with XXXX XXXX XXXX There are two QR codes on the side of the box. One says XXXX XXXX, the other says XXXX.\nXXXX XXXX XXXX XXXX XXXX\nNone listed\nThe tracking numbers beginning with XXXX  are identified as being associated with XXXX XXXX XXXX. There are two QR codes on the side of the box. One says XXXX, the other says XXXX.\n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AL XXXX XXXX XXXX XXXX XXXX XXXX  None listed\nThe tracking numbers beginning with XXXX  are identified as being associated with XXXX XXXX XXXX There are two QR codes on the side of the box. One says XXXX, the other says XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX XXXX XXXX XXXX XXXX  None listed \nThe tracking numbers beginning with XXXX  are identified as being associated with XXXX XXXX XXXX There are two QR codes on the side of the box. One says XXXX XXXX, the other says XXXX  \n\n\n\n\n\n\n\n\nXXXX XXXX XXXX  I filed a police report for fraudulent use of my credit card with the city of XXXX XXXX Arkansas where I was living at the time. See Exhibit D\n\n\nXXXX XXXX XXXX  I received an email from XXXX  summarizing my previous conversation with XXXX  and telling me they believed an unauthorized party had registered an account using my visa card ending in XXXX  and that for my protection they had closed that account and cancelled any open orders. \nThe letter went on to identify the charges and then recommended that I contact my financial institution to dispute the charges. They further stated that they would provide information to any law enforcement agency that was investigating the issue, however they could not provide that information to me. See EXHIBIT E\n\n\nXXXX XXXX XXXX  : After receiving the above email from XXXX, I called WF again and spoke to XXXX  in the claims department and re-explained my story and told him the details of the email I had just received from XXXX. He told me they cannot help me further. I then asked to speak to a XXXX XXXX. \nXXXX, the resolution specialist, told me that WF sent a claim to Visa to investigate the charges. Visa then inquired with XXXX, who then told WF they are denying my claim because the merchant (XXXX) evidenced the charges were legitimate because the items were sent to the address of record for my account. \nXXXX  tells me I can send a letter to the WF claims department to dispute the charges again and suggests I include the email message from XXXX  along with my claim/reference number. He tells me it will take 48 hours for someone to review my message once they receive it.  See Exhibit B XXXX XXXX XXXX Per XXXX  request, I sent an email to the Wells Fargo Claims Assistance Center once again spelling out the fraudulent charges that occurred and all of the conversations I had with their representatives to appeal my case. I also added that I was not alerted from WF of these charges despite two of them being outside the usual pattern of my XXXX  orders. In the past I have received a text message or a phone call asking me to validate suspected fraudulent charges using my debit card. Two of the said charges were over $XXXX, which were way above what I typically spend on any XXXX  purchase. At this point, WF has told me the reason my claim is being denied is: 1. XXXX  stated that the said items were delivered to my address of record. 2. Visa conducted their own investigation and concluded the charges were valid based on the same findings as above and that the charges were made using my visa account. In this email I sent I included the email I received from XXXX  and the police report I filed. See Exhibit F\n\n\nXXXX XXXX XXXX: I called WF as I had not received a response to my email. I did not write down the name of the person I initially spoke with but after I explained that I was following up on my message, she said she would connect me to one of her XXXX. I was on hold for 30 minutes and was disconnected. I called back immediately and spoke to a gentleman named XXXX. Once again I had to re-explain my situation. He tells me he is going to contact an XXXX  XXXX and will escalate my claim to their resolution team. He said it would take two days and they would reach back out to me. He then gave me a new COMPLAINT ID, which was XXXX-XXXX. See Exhibit E\nXXXX XXXX XXXX: I received an email from WF stating that they will respond to my inquiry within ten business days, which would be by XXXX  XXXX. See Exhibit E\nXXXX XXXX XXXX: I received a secure email from WF informing me that they are still denying my claim. I called and spoke with XXXX  again and notified him of the decision that was made. He told me he was going to reopen my claim, will escalate it again and have the charges credited back to my account. He also told me that it would take 2-10 days to receive a response from the resolution team and he would make sure they had my phone number. See Exhibit E\nXXXX XXXX XXXX: My WF account was credited for all of the fraudulent charges, including the XXXX  I had previously informed them that were valid. I called and spoke to XXXX  and explained again that XXXX  of those charges were legitimate. She then transferred me to XXXX  who said she would take care of that. See Exhibit E\nXXXX XXXX XXXX  I received a package in the mail from WF containing the documents I had requested on XXXX XXXX. I examined them before I called and spoke to XXXX  and XXXX. I first wanted to resolve the issue of the XXXX  items being credited that should not have. Upon examining the documents, I discovered that with each of the fraudulent items (XXXX  of them) there was a name and Ordering IP attached to the ordering invoice. The name was XXXX XXXX.. See Exhibit G\nHere is a summary of the XXXX  items: \nItem name\nCost\nName on Ordering Invoice\nOrdering IP\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\nWith the sets of XXXX, they appear to be ordered at the same time as they are on the same order invoice, however, one was charged tax XXXX and the other wasnt XXXX. One set of  the XXXX  and the XXXX XXXX XXXX were ordered from the same IP address.  See Exhibit G\nIncluded in the document history was one item I had actually ordered close to the same date. The IP address attached to my order does not match any of those listed above. See Exhibit G\nFurther to my conversation with XXXX, I explained the discrepancy in the IP ordering addresses and asked that this information be included when my case is reviewed. I felt that this was overlooked and was not considered at any time in the previous reviews of my case. She told me that she made note of this in my claim file and that it would be considered.\n\n\nXXXX XXXX XXXX: I received a notice from WF Claims Assistance Center notifying me that they have completed their research and once again concluded that the charges were authorized and no processing error occurred. The letter further stated that I should consider my case closed and that on XXXX XXXX the amount of XXXX would once again be deducted from my account.  See Exhibit H\nXXXX XXXX XXXX: I called WF and spoke to XXXX  to attempt to dispute their decision again. She told me that because I didnt return the merchandise to XXXX  they could not credit my account. I informed her that I was not required by law to return merchandise that was sent to me fraudulently. She went on to say that WF had no dispute rights because I didnt return anything and didnt ask XXXX  for a refund. I informed her that I was not notified by WF of any suspicious charges even though the ones in question were outside of my typical XXXX  shopping. She then told me that being notified by WF of questionable charges was a courtesy and not a guarantee of protection of fraudulent activity. She then suggested she transfer me to customer service to ask them why they didnt flag the purchase. I refused as I knew that would get me nowhere and asked to be transferred to a XXXX XXXX XXXX. I then spoke with XXXX  who identified himself as a senior escalation resolution specialist. He was dismissive and rude and told me there was nothing they could do. I asked to speak to someone above him and he said he would have someone call me and I could expect to hear from them within 48 hours. That call never came. See Exhibit E. \nXXXX XXXX XXXX: In anticipation of WF deducting the XXXX  from my account, I initiated a transfer of most of the money in my account to a different bank. On XXXX XXXX when they deducted the funds, it overdrew my account. \nXXXX XXXX XXXX: I called WF to close my account. I was not able to do so because of the negative balance. \t\nThe person I spoke with was XXXX. She asked me why I was closing my account. I explained that I was very unhappy with how I have been treated as a customer despite being a long time account holder. She asked for details and I explained briefly. She then suggested I speak to a XXXX  to tell them about my complaint. She transferred me to XXXX  who told me that she would forward the information to the escalation department in the executive office. I would receive an acknowledgement within 48 hours. She gave me a new case number which was: XXXXXXXX.\nAfter months of going back and forth, I didnt have much hope, but agreed to try this direction. \nXXXX XXXX XXXX: I received a notice via secure email from WF denying my claim again and stating as they did before that they believe the charges are valid. My claim is closed. My account is overdrawn. I am out $XXXX  for items fraudulently charged to my account. See Exhibit J\n\nSUMMARY: My XXXX XXXX account was hacked. The hackers were able to use the debit card I had attached to my account to make multiple purchases and had them sent to my home. I was out of town when the packages were delivered and was not aware of the charges until after I returned home. I contacted XXXX  and then WF as soon as I realized that I was the victim of a brushing scam. Per the documentation and notes I have provided, it is clear that neither XXXX  or WF was willing to make this right. I feel the ownership belongs to WF, however, both XXXX  and WF essentially pointed fingers at each other, none taking responsibility. To date there is no evidence in the shopping history of  my XXXX  account that I purchased the items that were delivered to me. This is because they were not purchased using my account, only with my WF debit card. While I understand that large institutions such as these, do their best to control fraud, there will always be exceptions and high level thieves who slip through the cracks. What I also understand is the value of customer service and making things right. To be told by WF that the fraudulent charges on my account are valid only because the packages were delivered to my home is, in my opinion, weak evidence. Further stating that I should have returned the items is an invalid request as XXXX  and the Federal Trade Commission do not require the return of items that were sent as part of a scam. It is also an insult to my integrity and cost me a lot of money of which I have nothing to show for. While $XXXX  is nothing to them, it isnt to me. Despite providing evidence from XXXX  and considering the usual patterns of my XXXX  purchases, I have been told there is nothing else that can be done to get my money back. I believe I have more evidence of being scammed than they do to prove the items were valid purchases by me. The reasons given to me were inconsistent and varied depending on whom I was speaking with. If I made the purchases in question myself I would have simply paid for them as I have done with every other purchase I have ever made on XXXX  using my WF debit card. I would not dispute something that was valid. I have taken measures to assure this doesnt happen to me again. My XXXX XXXX account is no longer active, there is no credit or debit card attached to it and I have closed my WF account. However, my account has a negative balance of $XXXX  and cannot be officially closed until the balance is brought to a positive amount. I am at risk of that amount being charged off and reported to the credit bureaus causing a negative impact on my credit report. I have received correspondence from WF stating this. \nI am not willing to pay the negative balance off as I dont feel it is just. \nI am seeking reversal of the $XXXX  and would like an additional $XXXX  for the stress this has caused and the time I have spent over the last seven months attempting to favorably resolve this matter. \t\nSincerely,\nXXXX XXXX","date_sent_to_company":"2025-03-07T21:46:19.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"74017","tags":null,"has_narrative":true,"complaint_id":"12364671","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-03-07T21:17:34.000Z","state":"OK","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I did not receive any sort of a confirmation or notice telling me <em>what</em> would happen next or advising me further on <em>what</em> to do. I made the assumption that I would hear something in the near future. \nIn the meantime, I took a look at my <em>Wells</em> <em>Fargo</em> bank account to see if I could find any transactions that I did not recognize. Unfortunately, I did. The following are the four unauthorized charges on my account that were for the XXXX  items."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[8.273096,"12364671"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":11,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":11}]}},"product":{"doc_count":11,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":4},{"key":"Other banking product or service","doc_count":1}]}},{"key":"Mortgage","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":4}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":1}]}}]}},"issue":{"doc_count":11,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with a lender or other company charging your account","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Transaction was not authorized","doc_count":3}]}},{"key":"Closing on a mortgage","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Applying for a mortgage or refinancing an existing mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":1}]}},{"key":"Opening an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Unable to open an account","doc_count":1}]}},{"key":"Problem with a company's investigation into an existing problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with personal statement of dispute","doc_count":1}]}},{"key":"Problems at the end of the loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem while selling or giving up the vehicle","doc_count":1}]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":11,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":10},{"key":"No","doc_count":1}]}},"company_response":{"doc_count":11,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":9},{"key":"Closed with monetary relief","doc_count":1},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":11,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":11}]}},"company":{"doc_count":11,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"WELLS FARGO & COMPANY","doc_count":11}]}},"state":{"doc_count":11,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AZ","doc_count":2},{"key":"CA","doc_count":1},{"key":"CT","doc_count":1},{"key":"FL","doc_count":1},{"key":"MD","doc_count":1},{"key":"MN","doc_count":1},{"key":"NM","doc_count":1},{"key":"OH","doc_count":1},{"key":"OK","doc_count":1},{"key":"VA","doc_count":1}]}},"company_public_response":{"doc_count":11,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":11}]}},"tags":{"doc_count":11,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":1},{"key":"Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}