{"took":104,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":5,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4938944","_score":28.958923,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I opened a Wells Fargo pre-paid credit card in hopes that I could rebuild my credit score after XXXX. I deposited the required amount and was promised that after XXXX year I would receive my deposit back and an increased line of credit. That did not happen. The terms of my original agreement changed. I disputed this change with Wells Fargo and was told that my available credit limit ( lower than my deposit and the terms ), was to high to allow me to advance my card to a regular credit card. It took me multiple years to get my pre-paid card to turn into a credit card. Additional problems, fees, and credit reporting problems have occurred. I currently have a high credit score and Wells Fargo was misleading, years after opening this card effected my XXXX XXXX negatively with no missed payments, and overcharged me for interest percentages that were supposed to reduce when I completed the XXXX year of pre-paid and transitioned to actual credit card.","date_sent_to_company":"2021-11-23T07:11:45.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"95670","tags":"Servicemember","has_narrative":true,"complaint_id":"4938944","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-11-23T06:50:10.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["I opened a Wells Fargo pre-paid credit card in hopes that I could rebuild my credit score after XXXX. I deposited the required amount and was promised that after XXXX year I would receive my deposit back and an increased line of credit. That did not happen. The terms of my original agreement changed. I disputed this change with Wells Fargo and was told that my available credit limit ( lower than my deposit and the terms ), was to high to allow me to advance my card to a regular credit card."],"product":["Credit card or prepaid card"],"company":["WELLS FARGO & COMPANY"],"sub_product":["General-purpose credit card or charge card"]},"sort":[28.958923,"4938944"]},{"_index":"complaint-public-v1","_id":"2967634","_score":20.214678,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX - Due to increased costs for my mom 's managed care my husband requested a disbursement from his retirement fund, now administered by Wells Fargo. \n\nAn electronic transaction was requested, but the Wells Fargo representative told him that they could not use EFT with our bank, XXXX XXXX XXXX XXXX. The representative refused to tell him why, just reiterated that it was not possible. \n\nHe was told that a paper check could be sent. When my husband again requested that the funds be disbursed by EFT as he didn't feel comfortable with a check that large being sent via regular, not registered or express mail as it couldnt be tracked, he was again refused with no reason other than that they could not communicate with XXXX electronically. \n\nHe was asked for his information to send the check. While giving his address he discovered that Wells Fargo had an incorrect zip code on file for us. The zip code they had on file for us is our old XXXX XXXX zip code, codes were changed 7 years ago or more. He corrected Wells Fargo 's representative but was told they couldn't correct the zip code for him. Mind you, they can disburse funds to an incorrect address, but can't correct the zip code! He agreed to the paper check as he didn't realize that the post office was no longer correcting for the zip code change. He was asked for the amount and asked if he wanted taxes deducted from the total. He gave them an amount and told them to deduct the taxes. \n\nXX/XX/XXXX - The check had not arrived and my husband called Wells Fargo and was told it would arrive in 10 business days and to wait till that amount of time had passed. He asked if they could tell him if the funds had been disbursed and the check mailed. He was told that the check had been mailed XX/XX/XXXX due to the XX/XX/XXXX holiday and given an amount of the disbursement. \n\nXX/XX/XXXX XXXX appx. We had reached 10 business days and the check hadn't arrived. My husband called Wells Fargo and was told that the check was mailed XX/XX/XXXX. This is not what he was told during the first call. He was also given an incorrect amount for the disbursement it didnt tally with the amount he was given during the first call. \n\nXX/XX/XXXX same call - I asked to speak to the representative and asked why they couldn't send an EFT to our credit union. They at first refused to tell me, but when I asked if it had to do with incoming and outgoing bank fees the representative said that it was actually because our credit union is not a subscriber to service called XXXX XXXX. THIS WAS NEVER DISCLOSED, IN PRINT, EMAIL OR ANY OTHER WAY TO CUSTOMERS OF WELLS FARGO. This was admitted by the representative on the call. \n\nXX/XX/XXXX same call - I asked to talk to a supervisor. Once connected I remarked that I hoped the call was recorded and was told that it would be. I heard no tone to indicate that it was being recorded. I asked to have the information on the XXXX XXXX process and the list of institutions on it emailed to me. I was told that it couldn't be emailed. I asked for it to be sent via regular mail and was told that wasn't possible either. The supervisor said that if I went to the website earlywarning.com I would find all the information there. That's not true. I can't find a list of subscribing banks or financial institutions on the site. So Wells Fargo subscribes to a service that severely limits the institutions that it will transact with and does not at any time, unless openly confronted by an absolutely enraged customer, disclose this. When I pointed out that at no time was this method of doing business disclosed, and that in fact their policy actually constituted non-disclosure, I was coldly told that I could at any time go or have gone to earlywarning.com for the information I wanted. It is not my duty as a customer to anticipate and request disclosure of harmful or restrictive business practices. I would have absolutely no way of doing such a thing since I wouldnt know they were in place unless disclosed to me. Thats why disclosure laws exist. It simply wouldnt have been possible at any time prior to this call to have gone to XXXX XXXX since Wells Fargo had never disclosed to us that we were restricted in the institutions that we could use for electronic transactions. \n\nI asked the supervisor what would happen if I wanted to do a roll-over of the entirety of our funds by EFT to a banking institution on their list. I was told that Wells Fargo would not do an EFT for a rollover, even with one of their partner banks that subscribes to the XXXX XXXX service. They will cut and send a paper check for the entire amount. This is extremely risky and is not normal business practice in this day and age. I asked why they cant do an EFT with another financial institution subscribing to XXXX XXXX and was stonewalled. To send a huge check through the mail is simply reckless and endangers both the customer and the financial institution sending such a check. I admit I was pretty heated by this time and I hope you can get a copy of the supposedly recorded call, because the supervisor was not helpful, customer-oriented, solution-oriented, or in any way trying to de-escalate the situation. \n\nXX/XX/XXXX XXXX appx. We called our credit union to check on the accuracy of the information given to us on the funds transfer. Their representative told us that they definitely can accept incoming Wells Fargo transactions and that in fact they had credit union customers who were Wells Fargo employees and had their checks regularly electronically deposited. \n\nXX/XX/XXXX XXXX Went to the XXXX site to find the list of subscribing institutions that we were told by the Wells Fargo supervisor was posted there. There is NO search function and NO list of subscribing institutions. All information on the site is basically advertising and forms to dispute your credit check if you have been refused service by a member bank due to inaccurate credit reporting by XXXX XXXX. \n\nXX/XX/XXXX XXXX - Called the federal government to find the correct bank regulation authority and make a complaint. \n\nXX/XX/XXXX XXXX Called the CFPB to lodge a complaint. I explained the situation at some length and was given help. \n\nXX/XX/XXXX XXXX appx. - After determining which local branch of the post office would handle mail for our range of zip codes my husband physically went to the post office to see if the Wells Fargo check had arrived but not been sorted out due to the incorrect zip code. He was told by the post office branch manager that they no longer corrected for the XXXX zip code change and that mail with an incorrect zip code for the address would be automatically returned. \n\nXX/XX/XXXX XXXX - My husband returned home and called Wells Fargo back and asked to have the check voided and requested to have another one issued. Wells Fargo refused to void the check, stating that the zip code had to be corrected before they would void it and issue another check. NOTE THAT THEY ISSUED THE FIRST ONE AFTER REFUSING TO CORRECT THE ZIP CODE. When he asked them to correct the zip code they again refused to do it. He asked them if we could have the funds wired to my mothers Wells Fargo account and was told they could only be wired to an account with his name on it. \n\nXX/XX/XXXX XXXX appx. - We called my husband 's employer, XXXX XXXX, and asked them to correct the zip code as it proved to be impossible to correct on the Wells Fargo website or over the phone with them. His employer has now corrected the zip code. I explained the situation at some length, and complained that we had no issues till the funds were given to Wells Fargo to manage. Our employer was informed that we will be rolling over the 401K into another account. We were advised by HR that a representative for our Wells Fargo plan would contact us tomorrow ( XX/XX/XXXX ) in the morning. As they will have no power to regulate or change Wells Fargos restrictive manner of trade there is little to hope for from this interaction. \n\nXX/XX/XXXX XXXX We now realized we would have to wait till the following day to get the check voided and there will most likely be a waiting period before funds can be returned to our account. This point was not clarified by either of the representatives we talked to ; in fact we are still going to have to call them back yet again to get clarification. \n\nXX/XX/XXXX XXXX - We went to the web page for our retirement account, filtered for transactions between XX/XX/XXXX and XXXX and found the distribution transaction. Since we had been told two different things by two customer service representatives on separate dates we didnt trust either the fact that a transaction had been made, or that the amount was correct. \n\nXX/XX/XXXX XXXX My husband called the local Wells Fargo branch to ask if it was possible to open an account and how long it would take for the account to be active and able to accept an EFT transaction. He was told that if he opened an account with {$25.00} before XXXX XXXX PST it would be instantly active. As it turned out this information was both untrue and deceptive. \n\nXX/XX/XXXX XXXX In order to pay for my moms care and not have her turned out of her retirement home my husband went to my sons credit union and borrowed money from him. Its now too late to deposit the funds into our credit union and we have received a very disturbing call from the retirement facility. \n\nXX/XX/XXXX after XXXX - In order to have an account available that can accept funds disbursed in an EFT, so they could be received as soon as possible after having the existing check voided, my husband then went to Wells Fargo and opened a checking account using {$25.00}. The intent was to only have this account open long enough to receive one transaction and then immediately withdraw all funds and close it. \n\nXX/XX/XXXX after XXXX My husband talked with the bank teller when he opened the account and was told that an EFT could not process through this account for two weeks. They had no information on what might cause the wait. I have now found evidence that the two week restriction is so that subscribing institutions can credit check through the XXXX XXXX service. This should have been disclosed by the Wells Fargo bank representative who opened the account for my husband. My husband called Wells Fargo customer service again and asked if they could see the zip code change. Since they could see the zip code change instantly when his employer corrected it, he asked if he could have the current check voided and a new check cut and mailed tomorrow, XX/XX/XXXX. I have absolutely no hope that it will arrive, or that the funds initially disbursed will be returned to our retirement account by Wells Fargo. \n\nXX/XX/XXXX XXXX appx. - At this point I decided to do some more research on the XXXX XXXX website and here is a direct quote from their site : XXXX XXXX is owned by XXXX XXXX XXXX , XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX XXXX, and Wells Fargo. So in effect by using a service created and owned by them these banks are restricting the trade of other institutions that dont subscribe to the service. THIS IS RESTRAINT OF TRADE, AS THE ONLY WAY TO GET A TIMELY DISBURSEMENT BY EFT FROM OUR FUND NOW MANAGED BY WELLS FARGO IS TO OPEN AN ACCOUNT WITH WELLS FARGO OR ONE OF THEIR PARTNER BANKS. ( Please consult federal government and legal authorities on this point, but my immediate referral is to this link : XXXX XXXX XXXX ) In short, a restraint of trade is any activity that hinders someone else from doing business in the way that he would normally do it if there were no restraints. While federal, state, and local governments can pass laws and regulations that create obstacles for certain kinds of businesses, it is generally considered improper for individuals to restrain one anothers trade in certain ways. Someone who loses business or suffers another injury may have a tort case against another individual whose trade-restraining behavior injured him. I would definitely say that not being able to receive needed funds because of an undisclosed restrictive business practice that may cause my mother to lose her place in her care facility is harmful behavior and has definitely caused very real injury, both financial and in the form of mental anguish. \n\nThe result of this is that we no longer trust Wells Fargo to act in a professional or ethical manner. We will be rolling over my husbands retirement account into another fund as we do not want to deal with Wells Fargo any longer. Not only do they restrict the trade of other banks by preventing them from using an accepted means of transaction, the EFT, they effectively restrict unknowing and unwilling consumers to using only certain banks if they need to exchange electronic transactions. In fact, this whole incident seems to point to a direct attempt by Wells Fargo to increase their own and partner banks business. Early Warning is a limited liability company owned by XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX,. Im sure any of those institutions would be an acceptable EFT partner, but we dont bank with any of them currently and will not be forced to by Wells Fargo to bank with either them or one of their partners in the future. The only solution if we want to make electronic transactions with our banking institution is to withdraw all funds from our 401K and find another fund in an institution not managed by, belonging to, or doing business with XXXX XXXX XXXXXXXX , XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX XXXX, Wells Fargo or XXXX XXXX. This is a definite hardship and I would say extremely restrictive for the average consumer. \n\nHidden business practices that put their customers at a financial disadvantage or force them to change their financial institution are not only restrictive, they are unethical business practices obviously intended to forcefully increase the business of XXXX XXXX XXXXXXXX , XXXX XXXX XXXX, XXXXXXXX XXXX, XXXX XXXX, Wells Fargo and XXXX XXXX at consumers expense. To have such bald disregard for the distress caused to the customer who has to uncover these restrictive practices during a family crisis is unconscionable. They effectively escalated what was a manageable situation with my mothers managed care by preventing us from receiving funds in a timely manner. Since this non-disclosure and hidden back checking is the standard practice of Wells Fargo we hope to be able to influence my husbands employer to seek other fund management. I also hope to be able to have my own employer change their fund management from Wells Fargo Advisors to the company that previously managed our retirement fund. Although we realize that this institution will in no way care or even notice the loss we still believe this will be in the best interest of the hapless employees now badly served by Wells Fargo.","date_sent_to_company":"2018-08-06T20:49:24.000Z","issue":"Confusing or missing disclosures","sub_product":"Domestic (US) money transfer","zip_code":"980XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2967634","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-07-19T08:53:54.000Z","state":"WA","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":["We called our credit union to check on the accuracy of the information given to us on the funds transfer. Their representative told us that they definitely can accept incoming Wells Fargo transactions and that in fact they had credit union customers who were Wells Fargo employees and had their checks regularly electronically deposited. \n\nXX/XX/XXXX XXXX Went to the XXXX site to find the list of subscribing institutions that we were told by the Wells Fargo supervisor was posted there."],"company":["WELLS FARGO & COMPANY"]},"sort":[20.214678,"2967634"]},{"_index":"complaint-public-v1","_id":"10653895","_score":20.184107,"_source":{"product":"Credit card","complaint_what_happened":"Im providing this information in a timely manner as I am concerned about the proximity of Wells Fargo Bank/XXXX XXXX XXXX to what is occurring and data that has been breached, the inconsistency information their staff is providing, and the damage their process is causing to my credit and how this may impact others. Further summation is providing at the conclusion.\n\nWells Fargo Bank XXXX Credit Card ) through their XX/XX/XXXX While traveling I started receiving notification of small ( {$7.00} ) recurring charges being rejected on one of my credit cards ( previously XXXX recently changed to Key ) this was surprising, but as I was returning home soon, I figured I would look at it more closely on secure internet connections. \nXX/XX/XXXX late XXXX Looked into XXXX XXXX XXXX account and discovered a {$1200.00} charge on XX/XX/XXXX for The XXXX XXXX that put me considerably OVER my limit on that card, but was accepted by the Credit Card. This was shocking. Why would they accept a charge that large, that far over my limit, especially without checking with me? The charge was for a hotel in New York we had just been in New York, but this made no sense. I went and checked my hotels.com app and on XX/XX/XXXX I had made a reservation for The XXXX XXXX which I had canceled on XX/XX/XXXX and had an email confirming ( it also showed it canceled on the app ) for XX/XX/XXXX to XX/XX/XXXX which meant the dates of XX/XX/XXXX made less sense. I tried to get help from the email from XXXX but it led me to the loops of contact us that doesnt let you contact anyone at hotels.com and all of the Q/A had nothing on being charged for a stay you had canceled. I went online to my Key Credit Card account ( WellsFargo.com ) and I wasnt able to dispute that transaction though ones from before the XXXX I did have that optioin on. It was the middle of the night, so I could do nothing further. \nXX/XX/XXXX I called the XXXX XXXX in NY from the phone number available online. The gentleman who answered said they had no record of my name or any charges made to me. It was after XXXX, so there wasnt a XXXX available to speak to, but he couldnt do a refund or help me further, as there was no record of a charge. \nI called the number on my XXXX XXXX XXXX the following took approx. XXXXXXXX XXXX XXXX XXXX XXXX \nThe first call led to XXXX who couldnt help me with any transactions that were more recent than the XXXX ( there was a term for this ) and transferred me to Customer Service. That person didnt give me their name, but said they needed to transfer me to Customer Service XXXX where I thought I was?? ) The customer service I ended up was for XXXX which was interesting because I didnt see any number for them the night before ( hed asked me if my reservation was through XXXX XXXX XXXX which I thought was strange as I was calling my credit card but hey whatever fixed it! ) That automated system demanded the last XXXX numbers of the CC I made the reservation with (??? ) or the reservation number The CC I made a reservation with in XXXX was the old CC that had since been shredded and I didnt have my email open much less the cancellation number as I was open to credit card statements. Before I could pull it up it disconnected me. \nI started over. \nThis time XXXX connected me to XXXX on the Dispute team. XXXX ( I think XXXX might have been who connected me to the dispute team because I thought I talked to a woman on that call reading me yet again the fact the XXXX that they were trying to collect a debt ). I was irate by this point. They were also skimming over XXXX important pieces the charge was for 5 days BEFORE the reservation wouldve started which made NO SENSE and felt fraudulent vs. a charge for what I reserved ( and dont they usually just charge for the first night if you dont show for a reservation if somehow it hadnt been properly canceled ), AND the hotel had no record of the charge. ALSO this was a brand new credit card. I hadnt used it yet it was in my possession but the only charges on it were the recurring charges to the old number. What number was this put through on? ( I was a little stuck on how did they approve it when it was that far over my limit?? ). They opened my dispute and told me that I was not required to pay I understood that it would be taken off while they settled the dispute- they gave me a claim number and a phone number. \nThat night our XXXX didnt work because it was on the credit card and it still showed as more than XXXX XXXXXXXX over the limit XXXX I called back to say XXXX remember me yall were going to take this amount off while its being disputed. it didnt go well. Apparently because of XXXX rules ( umm its a XXXX? ) they wait XXXX days starting the day I disputed ( XX/XX/XXXX ) to leave it on my card *before* they could do a chargeback. I pointed out it was over my limit. This was damaging my credit and causing issues with other recurring payments that normally go on this card. They dont care. I wasnt responspible for the payment but I was responsible for being over my limit? If I wanted it resolved sooner I needed to call the vendor and have it reversed. The day before they told me not to contact the vendor because they would be contacting the vendor. Now I was being told that contacting the vendor was my only recourse for the next XXXX weeks. So, I asked them for the number they had -since mine went to the front desk and someone who claimed they had no record of me or the charge. ( Oh this call was to the Claims XXXX and XXXX [ or XXXX as XXXX called him ], he and XXXX assisted me ). So he gave me the number they had for The XXXX XXXX XXXX. \nI called that number. It would make a great recording for a comedy sketch. Something along the lines of a woman repeating, Hello, alternating with her asking her which hotel I was trying to reach so she could direct me to the front desk. They are clearly fleecing lots of individuals with very expensive front desk hotel charges. \nInterestingly I havent used that credit card. I didnt use it when I was in New York XXXX I wasnt even in NY yet when that charge was made. They knew I had a cancelled reservation that I made through XXXX AND they used my XXXX ( now Key CC ) card to make that charge. And XXXX XXXX XXXX XXXX is refusing to reverse it. Went OVER my credit card limit to accept it. Is ruining my credit to their advantage and leaving it on credit card for the 10 days it took me to find and 15 more days until they do a charge back. VERY interesting. And wasting a TON of my time to figure this out. \nIt is CLEARLY fraud. \nPerhaps all of my other credit cards are good cards. Ive rarely ( if ever? ) had a dispute or charge back but I have had fraud and it has been handled swiftly the charges are taken off quickly and my credit cards have been amazing. I guess I thought this would change something. Speed things up especially since THEY are clearly the breach. \nSo I naively called back. \nThis time I got XXXX. \nXXXX was the nicest person I talked to. He tried to be empathic and was nicer than anyone else, and he even thought they would resolve it in XXXX days vs. XXXX days as XXXX told XXXX. However, he didnt think there was anything else they could do. He didnt think my phone call changed anything. It would all be the same. They would do an investigation and if it was fraud they would issue me a new card in XXXX days when they decided that. He could have someone in customer service talk to me ( and waste even more of my time ) but Id already filed a dispute so nothing new. \nIn summary- Wells Fargo/XXXX XXXX XXXX solely had both my new and old credit card number and information that I made a now canceled reservation for XXXX at the XXXX XXXX the basis for this fraud. \nWF/XXXX provided inconsistent information. One person told me I would not be held responsible ( I understood it to be immediately removed ), another told me this charge would be left for 15 days, and then another representative stated XXXX days. ( This has not been standard practice for charges left on Credit Cards in my experience- nor have I had a charge in excess of {$1200.00} made or disputed. ) WF/XXXX told me not to contact the merchant and then told me that my only recourse in fewer than XXXX weeks was to contact the merchant. \nWF/XXXX XXXX approved a fraudulent purchase for more than {$1200.00} that was over my credit limit and is damaging my credit ( which benefits them ) by holding this on my account as long as possible.","date_sent_to_company":"2024-11-01T22:23:36.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"97701","tags":null,"has_narrative":true,"complaint_id":"10653895","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-11-01T22:01:06.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I went online to my Key Credit Card account ( WellsFargo.com ) and I wasnt able to dispute that transaction though ones from before the XXXX I did have that optioin on. It was the middle of the night, so I could do nothing further. \nXX/XX/XXXX I called the XXXX XXXX in NY from the phone number available online. The gentleman who answered said they had no record of my name or any charges made to me."],"product":["Credit card"],"company":["WELLS FARGO & COMPANY"],"sub_product":["General-purpose credit card or charge card"]},"sort":[20.184107,"10653895"]},{"_index":"complaint-public-v1","_id":"15254489","_score":18.7967,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX, at XXXX XXXX, while traveling on business, I received a text message stating XXXX : Wells Fargo XXXX XXXX did you attempt a online purchase for {$270.00} on ( XX/XX/XXXX )? At XXXX XXXX XXXX. Reply XXXX or XXXX for verification Reply Stop to XXXX XXXX. When I replied with a NO, I received a second message FreeMsg : Wells Fargo XXXX XXXX. Thank you for your response. A representative from our team will be reaching out to you shortly. XXXX XXXX XXXXXXXX may apply. These are the same type of messages I have received before from Wells Fargo on attempted unauthorized purchases. \n\nI then received a phone call from the supposed Wells Fargo agent. At this time, I was returning to a rental car at an airport and checking baggage for a flight with XXXX co-workers who were witness to my phone call. Once I stated that this was not a valid charge and I verified by name, I was then transferred to another fraud agent for assistance. This agent gave the name of XXXX and stated an agent ID number. This person asked me about the {$270.00} charge and then asked if I authorized another charge of + {$700.00} to an unknown person. XXXX stated that these are attempted online transactions and then he verified some of my recent transactions without me giving them. At this moment he was in my online account, could see my transactions, and had access to all of my Wells Fargo accounts, my SSN, and additional personal information. At no time did I give this individual any information that would allow him to log into my account. This person knew exactly how Wells Fargo fraud team operates and the same policy/procedures. His vocal demeanor was that of an employee/former employee, and I do not know how he was able to access my accounts, but he also had access to verify my email address, and my work phone number. \n\nThis person made it a point is state that someone had hacked my account and had received access to all of my features as well as my SSN, DOB, PIN, and emails. He stated that for security, my online access had been restricted due to this activity and that I would have to go into a branch to regain access to my accounts. There was no way for me to possibly get to a branch, and I would be able to go to my local branch the next day when I returned home. I did not know that as this conversation was taking place, he was actively online in my account making multiple changes to my information and funds. At this moment I attempted to log into my account and access was denied, which is what he indicated about my online access restrictions. He stated that even though this access had been restricted I would still be able to use the wallet app on my phone, I would just have to remove the card and then add it back to my wallet, he coached me through the process of how to add my card back. \n\nSince I was traveling, I was not able to access my accounts, check my personal emails, or verify these transactions. Due to travel challenges and delays I did not see that I was receiving emails being sent from Wells Fargo on these transactions. I did not discover them until XX/XX/XXXX. I just assumed that Wells Fargo had protected me and my accounts from further fraudulent activity. I did not know how all the fraudulent transactions occurred until I walked into my local Wells Fargo branch to regain access to my online account and saw multiple transfers. \n\nThis is what transpired through emails sent to me from Wells Fargo on XX/XX/XXXX. \nXXXXXXXX XXXX XXXX Notice of password change XXXXXXXX XXXX Notice of funds transfer {$5800.00} XXXX XXXX Notice of daily limit change - card XXXX XXXXXXXX {$12000.00} XXXX XXXX Notice of daily limit change - card XXXX XXXXXXXX {$12000.00} XXXX XXXX Unusual activity card XXXX XXXXXXXX transfer to XXXX XXXX {$9900.00} XXXX. XXXX required to verify approval. \nXXXX XXXX Access to deposit account electronic documents XXXX XXXX Request new account XXXX XXXX Request change daily limit - * XXXX {$3000.00} XXXX XXXX Change to delivery preferences XXXX XXXX Debit card XXXX XXXXXXXX removed from XXXX XXXX XXXX Debit card XXXX XXXXXXXX removed from XXXX XXXX EST Debit card XXXX XXXXXXXX removed from XXXX XXXX XXXX Unusual activity restricted online access By the time access to my online account was restricted all of these transactions within my accounts had already taken place and the funds were transferred out. For an hour the Wells Fargo system allowed all of this activity to take place. The funds of {$9900.00} to XXXX cash were denied at XXXX, but these funds were approved to transfer to XXXX XXXX at XXXX without approval. Then these funds were transferred though XXXX cash to a XXXX XXXX card at XXXX. I received a voice mail from XXXX at XXXX from someone named XXXX XXXX fraud detection saying good morning and to verify some activity. Again, I was in an airport and could not access my phone. By the time of this phone call the funds were already gone. \n\nOn XXXX, XXXX I visited the local Wells Fargo XXXX and spoke with the branch XXXX about regaining access to my accounts. It was approximately XXXX when I discovered all of these fraudulent transactions took place and a claim XXXX XXXXXXXX was opened on these funds when the XXXX called the fraud department. This claim was even opened under inaccurate information as the claim details indicate the dispute reason was : Dont remember this transaction. My partner was also at a different branch opening up a claim on the {$500.00} funds that was transferred from our joint account and that branch closed the account and opened up a new one for him. \n\nI was instructed by the fraud team to take my mobile device and have it scanned for any potential virus. I took my phone, and had it scanned at a local technology business and this cost me {$50.00}. Once I did that I had to go back to the branch and supply the document stating my phone was not infected before I could regain access to my online banking. After my visit with the bank, I immediately contacted my local XXXX department and filed a policy report on fraud, contacted XXXX issuing a fraud alert on credit. It was not until XX/XX/XXXX when I called a XXXX representative to check the status om my claim, that I discovered this claim was only on the {$9900.00} XXXX transfer and did not include any of the actual transactions within my accounts. I opened another claim on those transfers. The representative did not understand why the branch did not close my hacked accounts that these fraudulent claims came from and open new accounts, which is what should have happened. He closed those accounts and opened new ones and also disabled my debit card at that time and sent the request for a new debit card. This claim number # XXXX does not even show up on my claims in my bank app. \n\nOn XX/XX/XXXX I received a phone call/message from XXXX on my original claim and stated I could return the call, and any agent could assist me. When I returned the call, I was informed that the claim had been denied. Once I asked to speak to a representative for this case I was informed that this is handled by a different department that is doing the investigations, and he could not assist me because the claim amount was over {$5000.00}. He also stated that he would put in a request for a call back and I need to be available for the call anytime between the next XXXX hrs and that the department would probably not leave a message, I instructed the rep that was not possible for me. I gave a call back time that I was available, XXXXXXXX XXXX XXXX Agents will not give the names or ID numbers of the individuals that are handling these cases for our record. When a call is returned called ID shows up as an unknown number and not Wells Fargo, which is what I was told during this conversation that it would show up as. \n\nOn XX/XX/XXXX I had another fraudulent charge on my secondary debit card that was not replaced, and I had to file another claim. This card has since been cancelled and a new one is being processed. \n\nOn XX/XX/XXXX I received a voice message from XXXX at XXXX XXXX on my claim, and again the message was that I could return a call and anyone could assist me. Once I was able to connect with XXXX after multiple calls and extended hold times, she also stated that the claim has been denied and that I would need to file a claim with XXXX on the transaction. She stated that there was no information stating that I had a specific call back time or time zone. She stated that she was not able to refund my funds due to how the transaction with XXXX was processed, and there was nothing she could do. I explained again how all these transactions happened and that XXXX failed to keep my information and funds safe and allowed these funds to transfer within XXXX minutes after it had already been denied. I immediately opened a claim with XXXX cash, maintained by XXXXXXXX XXXX XXXX once I finished the call with her. This is not acceptable, and Wells Fargo is trying to not follow through with their XXXX XXXX XXXX. A complaint has been filed with a case number to Wells Fargo and escalated to the XXXX XXXX XXXX XXXX Banking XXXX XXXX XXXX. XXXX states that they will respond within XXXX days to my complaint. As of XX/XX/XXXX I have not received a response to my complaint or my XXXX outstanding claims. We have been loyal customers dating back to the XXXX XXXX XXXX days and have multiple accounts with the company. I want these funds returned to my accounts.","date_sent_to_company":"2025-08-14T00:49:13.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"28655","tags":null,"has_narrative":true,"complaint_id":"15254489","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-08-14T00:18:00.000Z","state":"NC","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":["This is what transpired through emails sent to me from Wells Fargo on XX/XX/XXXX. \nXXXXXXXX XXXX XXXX Notice of password change XXXXXXXX XXXX Notice of funds transfer {$5800.00} XXXX XXXX Notice of daily limit change - card XXXX XXXXXXXX {$12000.00} XXXX XXXX Notice of daily limit change - card XXXX XXXXXXXX {$12000.00} XXXX XXXX Unusual activity card XXXX XXXXXXXX transfer to XXXX XXXX {$9900.00} XXXX. XXXX required to verify approval."],"company":["WELLS FARGO & COMPANY"]},"sort":[18.7967,"15254489"]},{"_index":"complaint-public-v1","_id":"2977738","_score":10.378698,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My name is XXXX XXXX and I am sending this message on behalf of my mother, XXXX XXXX XXXX. My mother is XXXX years old and lives with me due to health issues. My mother has XXXX XXXX which has impaired her XXXX XXXX to the point that she has not been able to drive for the past year. My mom has recently been a victim of identity theft and credit card fraud which included unauthorized purchases on her XXXX credit card that is issued and administered by Wells Fargo. I made contact on XX/XX/XXXX to report the fraud and as of today have yet to receive an appropriate resolution. Since Wells Fargo has yet to provide me with any documentation such as an affidavit of fraud and forgery, I feel it is necessary for me to document the occurrences I have experienced over the last month regarding this issue.\n\nOn XX/XX/XXXX, XXXX XXXX received a call from XXXX XXXX regarding an attempted charge on her XXXX XXXX card. She informed them that she was at home and was not attempting to make any purchases. At that time the representative notified her that they would cancel her card and deny the transaction. At this time we confirmed that all of her credit cards were in her possession.\n\nOn XX/XX/XXXX, XXXX XXXX received a credit card in the mail for a store by the name of XXXX. She immediately showed me the card and stated that she did not even know what store this was. I called the number on the back of the card to report that this card was opened and was not my mother. They informed me that they were closing the card and would send me an affidavit to sign and return stating that this card was not authorized to be opened by her. They also informed us that this card was opened at a store in XXXX and used on the same day for purchases in the amount of {$480.00}.\n\nOn XX/XX/XXXX, XXXX XXXX received a credit card in the mail for a store by name of XXXX. Once again she immediately showed me the card and stated that she had not been to an XXXX store and did not open a card. I called the number on the back of the card to report that this card was opened and was not my mother. They inform due that they were closing the card and would send me an affidavit to sign and return stating that this card was not authorized to be opened by her. They also informed us that the card was opened at a store in XXXX and was used on the same day for purchases in the amount of $ {$490.00}.\n\nAlso on XX/XX/XXXX, XXXX XXXX received a credit card statement from XXXX XXXX. This is an active card that she has had for years and has not used it in a very long time. The statement had charges in the amount of $ {$1200.00} ( {$850.00} at a mall in XXXX and {$440.00} at a mall in XXXX County ).\n\nBased on the events above, we came to the conclusion that we possibly had a bigger problem on our hands. At this time a call was placed to XXXX to place a freeze on her credit so that no other new cards could be opened in her name. The confirmation number is XXXX. They sent notification to the other two credit bureaus. I received notification via mail from XXXX and XXXX acknowledging the freeze. After completing this step, we retrieved XXXX XXXX credit report from XXXX to ensure no other accounts had been opened. Once we determined that there was not any other new accounts, I began to review all of her other accounts online to determine if there was any other unauthorized activity on her other active credit card accounts. Upon that review we identified that a few other accounts had fraud on them : XXXX- {$450.00} on XX/XX/XXXX @ XXXX XXXX XXXX XXXX- {$1100.00} in XXXX & {$1900.00} in XXXX XXXX on XX/XX/XXXX. An attempted transaction on the XX/XX/XXXX in XXXX which the purchase that prompted the call to my mom on that day to inquire if she was attempting to make the charge.\n\nXXXX : XX/XX/XXXX- {$690.00}, {$330.00}, {$120.00}, {$880.00} @ XXXX XXXX XX/XX/XXXX- {$960.00} and {$420.00} @ XXXX XXXX XX/XX/XXXX- {$1000.00}, {$300.00} @ XXXX XXXX XXXX XX/XX/XXXX- {$780.00} @ XXXX XXXX All of the above Merchants were contacted on XX/XX/XXXX. Everyone with the exception of XXXX/Wells Fargo, provided me with a case number followed up by an affidavit of fraud and forgery to complete and return. Along with notifying the impacted merchants, we also took the liberty to contact all other credit card companies that XXXX XXXX had accounts with. We informed them of her current situation and each one of them recommended that her existing card be closed and new one be issued just to be cautious. They also recommended that we go online and set up any alerts that we possibly could in their online system to receive notification of any future purchases. On cards where that was the option, we set alert limits at {$150.00} to be sent via text and email.\n\nIn regards to the initial claim filed with XXXX/Wells Fargo, I have been less that satisfied with how this has been handled. After my initial call, I received no affidavit of forgery or request for additional information. The first contact we have had with XXXX after our verbal claim on XX/XX/XXXX was a letter dated XX/XX/XXXX which stated the following- Our investigation shows that the activity was verified at time of the transaction. Any temporary credit you may have received will be reversed and the amount will be reapplied to your balance. On XX/XX/XXXX, I placed a call to XXXX and spoke with someone by the name of XXXX. In speaking with him he stated that the charge in the amount of {$490.00} on XX/XX/XXXX was proven to be valid and that is why the claim was declined. I informed him that we were not disputing the charge @ XXXX in XXXX on that date or for that amount as that was a valid charge. It was the other nine charges ( listed above ) that were in dispute. I explained that I was very specific with this information when filing the claim on XX/XX/XXXX. He informed me that the claim was filed wrong and the he would have to submit it for reconsideration. He asked if I had filed a police report and I informed him that I had not. Being that this had never happened to us before, we were not sure of what steps needed to be taken completely. He told me at that time that it might help my claim if I was to file a police report. I agreed and stated that I would take that step as soon as we hung up the phone. I expressed to him at that time that I was very disappointed that we were back at square one due to the first agent filing the claim incorrectly. I also asked him why had I not received an affidavit of fraud or forgery as I did with the other impacted merchants. He never answered the question and explained that he was submitting the claim and someone would in contact. On XX/XX/XXXX, I called to inquire about the status of the claim. Initially I spoke with an agent by the name of XXXX. Somehow were disconnected so I called back and spoke with an agent by the name of XXXX. In speaking with him he stated that he would resubmit the claim and I should hear back within 7-10 days. I questioned if XXXX and done so upon speaking with him on XX/XX/XXXX, why would he need to do the same thing? This made me question whether XXXX had completed what he promised he would do when we spoke. At this time I had filed a police report so I provided XXXX with that number. After my interaction with XXXX, I hung up but did not feel good about the conversation or how it appeared that XXXX did not do what he promised. XXXX did not ask for the officers number or the police station that I filed the claim. I called back and spoke with an agent by the name of XXXX. I asked to speak with a manager in which she stated that there was not one on site. I asked if she was in a call center in which she replied yes. I stated that I found it hard to believe that there was not one on site. She changed her statement saying that one was not available. I explained why I needed to speak with one in which she recommended that I contact the Executive Offices. She provided me with that information and we ended our interaction. On XX/XX/XXXX, I received a call from XXXX with the Executive Offices. I explained the situation to her and after speaking with XXXX XXXX to confirm that I am handling this on her behalf, she listed to complaint further. Once again, I expressed concern that no affidavit of forgery was sent to us allowing us the chance to formally dispute the charges. She did not speak to why this was the case but once again assured that this would be reviewed and that I would hear something within 10 days. For the first time since reporting this issue on XX/XX/XXXX, I received a tracking number # XXXX. XXXX informed me that the research analyst assigned to this case would be XXXX XXXX. She provided me with her number and her ext in the event that I had any questions/concerns. Most recently, I received a letter dated XX/XX/XXXX stating the following, The fraud department has advised us that your claim has been denied. However, you may have this decision reconsidered. On XX/XX/XXXX, I made contact with XXXX and she informed me that the case was actually being researched by XXXX XXXX but that she was out of the office. XXXX then took the time to review the file and informed me that she was going to open a new case ( ID XXXX ). She asked me to email and to fax over any statement of supporting information that would support my claim and request for reconsideration. I expressed my frustrations with her and ONCE again questioned why I had not received an affidavit of fraud or forgery to sign. Just like the other agents I have spoken with, she did not address that concern but instead apologized for my experience and assured me that she would try to help. During this conversation she informed me that due to a new case number being assigned, they would need to have my mothers permission to speak to them on her behalf regarding this issue ( regardless of the fact that this had been obtained multiple times since XX/XX/XXXX ) and by the Executive Offices on XX/XX/XXXX. She explained that this was policy and I expressed that I felt this was another attempt of XXXX/Wells Fargo to prolong the investigation and to complicate matter for my mother to find resolution. XXXX XXXX was out of town on XX/XX/XXXX when I spoke with XXXX and I informed her that she would return on XX/XX/XXXX and we would make the call as soon as she returned. This called was placed and a message was left for XXXX on XX/XX/XXXX @ XXXX XXXX. I would also like to note that when speaking with XXXX on XX/XX/XXXX, I stated that my payment was due on XX/XX/XXXX. I asked if I need to make the minimum payment and I was told no since the account was under review. Due to this, no payment was made. I received my statement for this month and it shows a past due balance due to no payment last month. I will be making the minimum payments this week as I acknowledge the charge of {$490.00} conducted on XX/XX/XXXX @ XXXX was my mothers. I do request that the late fee be refunded and that it not reflected as late on her credit due to misinformation.\n\nAs you can see from the narrative above, a lot of time has been spent regarding this issue ( especially with XXXX/Wells Fargo ). Other merchants/credit cards companies have been very communicative and diligent in the handling of this issue. XXXX had already concluded their investigation and have sent a letter stating that the matter is closed and resolved. Attached to this email are the following : 1 ) Letters from XXXX and XXXX showing that contact was made to place a freeze on XXXX XXXX credit.\n\n2 ) Letter from XXXX XXXX regarding the XXXX account that was opened as part of identify fraud. This letter shows that the investigation is closed and there is NO liability.\n\n3 ) Video still image from XXXX police showing the individual who opened the account at XXXX in XXXX XXXX name.\n\n4 ) Copy of XXXX XXXX Drivers license.\n\n5 ) Copy of Police report filed with the XXXX PD. It was filed on XX/XX/XXXX with Officer XXXX @ XXXX. Police report number is XXXX. When speaking with Officer XXXX, he stated that he would forward my case to the other precincts on my behalf. Soon after, I did receive a call from XXXX PD- Officer XXXX XXXX . His phone number is XXXX and the case number is XXXX.\n\nAs I have stated multiple times, XXXX XXXX is willing to visit any XXXX or Wells Fargo location to identify herself and to sign any affidavit necessary to resolve this matter. If she is familiar with who the individual is after reviewing pictures/video, she is more than willing to provide information and to prosecute. This claim has been denied twice ( once due to the first claim being filed incorrectly ) and is now under review for a third time under a new case number. I am asking that any documentation that can be obtained via video or otherwise, be used along with the information that I have provided to clear this case. If this case is to be declined a third time I am requesting the following : Contact number to the highest representative in the Executive Office.\n\nDetails of any efforts made along with and specific information obtained from the transaction to reach an unfavorable conclusion ( including any footage obtained from store ).\n\nDocumentation on what is protocol within your organization once someone reports fraud ( what is required of the customer and how is this communicated ).\n\nAttorney name and address to forward any legal correspondence to.\n\nName and contact of individual at Wells and XXXX to forward all media inquires to.\n\nI appreciate your assistance in helping to resolve this issue as quickly as possible. If there are any additional questions or request for documentation- please feel free to contact XXXX XXXX at XXXX or myself at XXXX.","date_sent_to_company":"2018-07-31T22:25:26.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"75075","tags":"Older American","has_narrative":true,"complaint_id":"2977738","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-07-31T22:10:21.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["My mom has recently been a victim of identity theft and credit card fraud which included unauthorized purchases on her XXXX credit card that is issued and administered by Wells Fargo. 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