{"took":356,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":10,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14650415","_score":24.857304,"_source":{"product":"Mortgage","complaint_what_happened":"My brother died mid XXXX of this year. I am the executor of his estate and, in that capacity, I am dealing with Wells Fargo Bank. Wells Fargo has been obstructive, provided misinformation, incomprehensibly difficult, and as yet, failed to perform in any reasonable way. They do not accept communication or documents sent by computer. Instead information and documents must be faxed or mailed ( XXXX ), making the process more time consuming and inconvenient. \nI notified the bank of my brothers death on XX/XX/XXXX by fax. On XX/XX/XXXX I visited a Wells Fargo branch and was told that a New Jersey tax form was required before moving money out of the checking and savings accounts. This is not the case ( half of the account balance can be moved without any tax form ). My estate attorney advised me of the inaccuracy and on the following day I informed Wells Fargo of their error and had half of the funds released. This simple request took XXXX days, about XXXX hours spent at a Wells Fargo branch and the cost of engagement with my attorney. \nOn XX/XX/XXXX. I requested by fax the payout information for a prime equity line. I had not receive any communication from them when I called on XX/XX/XXXX. A representative provided the payoff amount and said a payout statement had been mailed on XX/XX/XXXX ( not received to date ). I wired Wells Fargo the payout balance that day. Subsequent phone calls by me to determine the status of a letter of satisfaction have resulted in holding for conversations with the probate department, the XXXX XXXX department, the home mortgage department, the department of specialty processing, and finally, the XXXX offices, where, instead of simply issuing the letter of satisfaction, they have now assigned a case number and case worker to investigate the loan which they have acknowledge paid by sending a check to his XXXX on XX/XX/XXXX for a small overpayment of the account balance. And yet, they have failed to send XXXX XXXX a letter of satisfaction, which, I believe, should be automatic once a loan is paid in full. This is not, on any level, satisfactory service from a banking institution.","date_sent_to_company":"2025-07-14T16:43:40.000Z","issue":"Closing on a mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"954XX","tags":"Older American","has_narrative":true,"complaint_id":"14650415","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-07-14T15:01:39.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Delays with the closing process"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I visited a <em>Wells</em> <em>Fargo</em> branch and was told that a New Jersey tax form was required before moving money out of the checking and savings accounts. This is not the case ( half of the account <em>balance</em> can be moved without any tax form ). My estate attorney advised me of the inaccuracy and on the following day I informed <em>Wells</em> <em>Fargo</em> of their <em>error</em> and had half of the funds released."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[24.857304,"14650415"]},{"_index":"complaint-public-v1","_id":"2679410","_score":24.186045,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXXI had to file for bankruptcy due to the XXXX medical needs of my daughter. My daughter XXXX is a former XXXX and surviving XXXX who was born at a mere XXXX XXXX weighing XXXX ( XX/XX/XXXX of a pound  ). She is a XXXX XXXX child with XXXX XXXX XXXX and XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX in her XXXX and XXXX as well as the XXXX XXXX XXXX XXXX XXXX XXXX on her XXXX XXXX. The XXXX XXXX XXXX will require no less than 5 very XXXX XXXX to begin to correct her XXXX XXXX XXXX and the XXXX XXXX. Our only other choice is XXXX. She has had multiple other XXXX as well and requires a multitude of XXXX XXXX XXXX. I had/have been inundated with medical bills in amounts far more that I could have ever imagined, thus the need to file for bankruptcy several years ago. \n\nUnfortunately, my wife was also diagnosed with XXXX XXXX earlier in the year and has been through XXXX and XXXX, which made our already difficult lives even harder. To try to create a better lifestyle for my family and lower cost of living, I searched for work outside of the NY/NJ area. This is where my ordeal with Wells Fargo begins : After filing for the aforementioned bankruptcy, I negotiated a loan modification with Wells Fargo on my home mortgage. I was not able to reaffirm the original mortgage and it was discharged in the bankruptcy. In good faith I negotiated a loan modification. I had tried for more than a year prior to work with Wells on a modification, but they refused. It was only when I retained a lawyer to assist in the negotiation process that they would work with me. It was lengthy and confusing process, but the only way Wells told me I could hold onto my home at the time. Included in the modification documents was a secondary lien by HUD. I never once spoke with a representative from HUD during this process, only with Wells Fargo. I never once received any documentation related to the HUD lien other than what was buried in the reams of modification paperwork. No statements, no balances, nothing mentioned from Wells Fargo, absolutely zero in the 3 years since the modification was signed. \n\nPrior to considering the previously mentioned change of employment and move, I called Wells Fargo to obtain a pay-off balance for my mortgage. This call took place sometime between mid-XX/XX/XXXX and mid-XX/XX/XXXX. I do not recall the specific individual I spoke to. Wells quoted me a payoff balance of approximately {$450000.00} on my primary mortgage and approximately {$23000.00} on my HUD balance. I asked more than once if they were sure and they told me yes. I even made a second phone call in the weeks that followed to re-check and was given the same info. They also provided this same erroneous information to my real estate attorney, XXXX XXXX, in the middle of XX/XX/XXXX, as we were preparing to close on the sale of our property. XXXX XXXX ordered the final payoff balances from Wells and from HUD. We received the final payoff balances on XX/XX/XXXX, the day prior to our scheduled closing date. The Wells balance came in as expected. The HUD balance however, came in at approximately {$120000.00}. This discrepancy put me upside down on my home. Wells has confirmed, via listening to the recordings of the conversations, that they indeed did give me the wrong pay-off information, but claim no responsibility for the consequences of their error. The attached letter from them confirms their admission of wrongdoing while denying any resulting liability. They also refuse to provide me with copies of the recordings or even a transcript. They have informed me that the only way I can obtain this information is via a lawsuit and subpoena, which they know from my financial situation that I can not afford to do. \n\nThis false information set off a chain of events in which I accepted a job in another state, sunk money into my existing home to prepare it for sale, listed my home for sale and found a buyer, and paid movers and uprooted my family. The day prior to my closing, after all of the aforementioned steps had been taken, I got the correct payoff balance from HUD with the discrepancy of more than {$100000.00} from the erroneous information that Wells had originally quoted me. This HUD balance, combined with the original loan balance, was more than my home is currently worth and I can not sell it. Now I am in a terrible situation where I am working in another state and renting a home for my family. I can not afford to pay both the rent and the mortgage, nor do I have the means to come up with the short balance to satisfy both the loans. I sunk the majority of my savings into fixing up the home for sale and moving, expecting to get those monies back from the closing. Needless to say, had Wells Fargo not admittedly provided me with the wrong information, I would never have proceeded down this path. \n\nAt this point my choices are a short sale or to walk away and have the home foreclosed upon. Both of those options come with their own complications, risks and consequences. \n\nBecause of the delay coming literally a day prior to closing, my original buyer has backed out of the deal. I will have trouble getting the same kind of offer in a short sale process. My real estate agent has also informed me that the house now being vacant and the utilities being switched off will further hurt the value. This will exacerbate the short balance. Wells Fargo has already informed me that they will issue me a XXXX for any short balance. This will create a huge tax liability for me. I am not even sure this is legal considering the loan was written off in bankruptcy proceedings and never reaffirmed. HUD has already informed me that they will not accept anything less than the full balance of the secondary lien from the home modification, and that if Wells Fargo does not agree to absorb the full shortfall, I risk action by HUD, including negative reporting on my credit. As a professional in the XXXX XXXX, and kind of negative credit reporting would have to be disclosed on my XXXX license. This will undoubtedly have an adverse effect on my career and employment/earnings potential. \n\n\nMy questions are as follows : 1. I never dealt with HUD in any manner, never receiving statements or correspondence from them. I only ever dealt with Wells, responsibly reaching out to them to obtain information prior to making any decisions. Based on the above, what recourse do I have against Wells Fargo for them providing me incorrect payoff information on more than 1 occasion? They admitted to their error in writing and told me they arent even allowed to give HUD payoff information to begin with, yet they did. How can they currently claim no responsibility? \n\n2. I spent approximately {$25000.00} in fixing up my home and preparing it for sale. This represented a large portion of my savings, savings I am in need of to take care of my XXXX XXXX daughter and my XXXX wife. I did so with the belief that this money would come back to me when we closed upon the house. I carefully calculated the investment and return based on the payoff balances that were quoted to me by Wells. I wasnt aware that the balances quoted to me were erroneous. Now, I will never receive those monies back. I would have never put money into the home in that manner if I knew I couldnt get it back out. This crushes me financially. What is my recourse? \n\n3. Wells claims that the short sale or foreclosure will not go on my credit report in any manner because the loan was written off in bankruptcy and never reconfirmed. I have worked diligently to raise my credit since my bankruptcy and any further marks on my credit report will undoubtedly harm my ability to earn and find future work within the XXXX XXXX that I have been a part of for more than 20 years now. How do I obtain assurances that Wells will hold true to their word? They have already provided me with false and misleading information and I can not trust them. \n\n4. Wells tells me that they will issue me a XXXX for any short balance from a short sale. This will create a tax burden for me. How is this legal considering the loan was discharged in bankruptcy and never reconfirmed? I no longer have any responsibility to that loan. How is this possible? \n\nI am reaching out for help in what my rights and options are at this point as I feel Wells Fargo has admittedly misled me and caused me further financial harm. I believe they are using their financial strength to bully me and impose their will. The bank is rife with deceitful practices and prey on their clientele. This is evidenced all over the news. It is organizations like yours that provide me my only hope at fair treatment. I have attached as much accompanying documentation as I could in reference to the loan modification and what has been told to me in writing by Wells. \n\nThank you for your consideration. \n\n\n\n\nSincerely, XXXX XXXX","date_sent_to_company":"2017-09-20T15:49:53.000Z","issue":"Closing on a mortgage","sub_product":"Other type of mortgage","zip_code":"29708","tags":null,"has_narrative":true,"complaint_id":"2679410","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-09-20T15:04:21.000Z","state":"SC","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":["XXXX XXXX ordered the final <em>payoff</em> <em>balances</em> from <em>Wells</em> and from HUD. We received the final <em>payoff</em> <em>balances</em> on XX/XX/XXXX, the day prior to our scheduled closing date. The <em>Wells</em> <em>balance</em> came in as expected. The HUD <em>balance</em> however, came in at approximately {$120000.00}. This discrepancy put me upside down on my home."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[24.186045,"2679410"]},{"_index":"complaint-public-v1","_id":"3985784","_score":22.127329,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX @ XXXX I went into the Wells Fargo Branch XXXX XXXX  XXXX XXXX, XXXX Ca XXXX and requested to pay off my car loan. The bank rep XXXX gave me the payoff of {$1000.00}, so I paid it in full. One minute later XXXX stated I had a remaining balance of {$64.00}, so I paid that balance. XXXX congratulated me for paying off the car and said it should take 6-8 weeks to receive my title. \n\nOn XX/XX/XXXX, I called Wells Fargo because It had been 5 months and I still had not received the title. I was transferred XXXX at the office of the President she stated that I still had a balance of {$270.00}. and 3 days earlier they charged -off my loan. I was furious, I insisted I did not want that on my credit report and paid it in full. XXXX took the payment over the phone during that call, I gave her my debit card acct number paid {$270.00}. \n\nXXXX stated that my car loan was reported late 4 months and the charge off was reported to the credit bureau. That is UNFAIR! I want that reporting fixed. \n\nXX/XX/XXXX I returned to the XXXX Branch and requested to speak to the branch manager, however XXXX XXXX is covering for Branch Manager XXXX XXXX. \nThe office of the President in Arizona employees XXXX and XXXX the researchers for Wells Fargo wanted statements from bank employees who assisted me. So, XXXX XXXX the Branch Manager stated XXXX did remember congratulating me on paying off my vehicle, but that's all she recalled. \n\nI finally received my Title/Pink Slip and the date issued was XX/XX/XXXX. That date is relevant because the XXXX week of XX/XX/XXXX, Wells Fargo reprocessed my vehicle due to a bank error. I had made my payments at that time via telephone and received confirmations for all my payments. My payment was {$500.00}. and I carried a floating balance of $ XXXXSo there was no reason the funds shouldn't have been released. \n\nWhen they repossessed my vehicle I honestly thought my car had been stolen. I new I had made my payments. I recieved a call from the recovery center, explaining where my car was located. So, my neighbor took me to get a rental car. \n\nXXXX I went to the nearest Wells Fargo Branch closest to the recovery center. I was assisted by Branch Manager XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX Ca. XXXX. I spent 2 days sitting in the branch with XXXX as she went through my account with a fine tooth comb and she stated it was a bank error, and now they owed me my title. \n\nXXXX However last month XX/XX/XXXX I went back to the branch and spoke to XXXX XXXX XXXX XXXX  XXXX XXXX. She remembers me and stated she only assisted me in getting my car back. She looked at her notes but, didnt write anything incrementating that she told me in XXXX during that time. ( Bank Error ) Its very telling that Wells Fargo did issue me my title 2 weeks after they repossessed XXXX however it took them 3 years to mail it. \n\nIf I owned the title to my vehicle since XX/XX/XXXX, Wells Fargo owes me over {$18000.00}. For all the payments I have paid since XXXX XXXX interest. \n\nXX/XX/XXXX I was referred to The Office of The President for Wells Fargo case investigator XXXX XXXX In Arizona XXXX ext XXXX claim # XXXX. XXXX stated she would \" Research '' she apologize at that time for the mishandling on Wells Fargos part. XXXX stated she would contact the parties mentioned above and mail me a letter + email me her findings. \n\nXXXX I called XXXX XXXX last week in XXXX left messages because I have never received a email or letter she promised to send me regarding credit reporting, and payments I made, when Wells Fargo recognized in XXXX that I was due my title. She stated she has been sick, her son is sick and she hung up on me. It's been 6 weeks. \nI called 2 different attorneys and they recommended I file a complaint with Consumer Affairs. I filed with Consumer Affairs, and they encouraged me to contact your entity. They Consumer Affairs stated I have a legitimate complaint and should proceed. \nI sincerely appreciate any assistance. \n\nThank You, XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, Ca. XXXX","date_sent_to_company":"2020-12-15T15:07:41.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3985784","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-12-02T16:20:48.000Z","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 related to refinancing"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX @ XXXX I went into the <em>Wells</em> <em>Fargo</em> Branch XXXX XXXX  XXXX XXXX, XXXX Ca XXXX and requested to pay off my car loan. The bank rep XXXX gave me the <em>payoff</em> of {$1000.00}, so I paid it in <em>full</em>. One minute later XXXX stated I had a remaining <em>balance</em> of {$64.00}, so I paid that <em>balance</em>. XXXX congratulated me for paying off the car and said it should take 6-8 weeks to receive my title."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[22.127329,"3985784"]},{"_index":"complaint-public-v1","_id":"7400455","_score":20.457022,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX Washington DC XXXX XX/XX/XXXX Consumer Financial Protection Bureau po box 27170 Washington , DC 20038 To Whom It May Concern : Since XX/XX/XXXX, I have requested that Wells Fargo allow me to pay my home mortgage. Wells Fargo has not allowed me to pay, without adding interest. Representatives of Wells Fargo have not been helpful during this 3 year dilemma. In fact, they appear to be completely satisfied with allowing interest to accrue. I received a letter, dated XX/XX/XXXX, from Wells Fargos Enterprise Complaints Management Office that states we confirmed we sent two letters to you about the upcoming maturity of your account on XX/XX/XXXX and XX/XX/XXXX. \n\nIn conversation with a Wells Fargo Executive Office Case Specialist, XXXX XXXX, I was informed that Wells Fargo had to calculate a payoff based on the loan amount in XX/XX/XXXX. Therefore, the statement regarding the letters about the upcoming maturity of [ my ] account on XX/XX/XXXX and XX/XX/XXXX does not make sense. According to XXXX XXXX statement, Wells Fargo could not provide a payoff amount before the last month of the loan. \n\nHere are the facts.., 1. This secondary mortgage with Wells Fargo was on my primary residence.\n\n2. The primary mortgage was also with Wells Fargo, on the same residence.\n\n3. This secondary mortgage with Wells Fargo was active for over 10 years.\n\n4. The primary mortgage was also with Wells Fargo was initiated at the same time as the secondary mortgage.\n5. The primary mortgage remains active.\n\n6. This secondary mortgage with Wells Fargo was paid on time every month for the life of the loan with the exception of the final payment, which was prevented by Wells Fargo.\n\n7. The primary mortgage has been paid on time every month since inception.\n\n8. Wells Fargo has not provided an amortization schedule with accrued interest.\n\nGiven the payment history and the facts listed above, it is reasonable to conclude that a payment would have been made if Wells Fargo allowed it. For several years, I have been asking Wells Fargo to accept the final payment, in full and without interest for the period after XX/XX/XXXX. This is a simple ask considering their missteps in providing me with a final payment letter and their history of mortgage scandals. I am asking that Wells Fargo allow me to make the final payment, in full and without interest for the period after XX/XX/XXXX. \n\nThe Executive Office Case XXXX, XXXX XXXX, stated in his XX/XX/XXXX letter that I called Wells Fargo on XX/XX/XXXX regarding access to [ my ] online account. I also called in XX/XX/XXXX. None of my calls resulted in a payoff notice. Wells Fargo was unmoved as interest began accruing, improperly. The Executive Office Case Specialist, XXXX XXXX, stated that an investigation would take place. After approximately two weeks, Wells Fargo sent an invoice with even more accrued interest. Using the words of the Administrative Law Judge, assigned to hear the fake-account scandal in the XXXX with the Office of Financial Institution Adjudication , Wells Fargo [ failed ] to provide credible challenge. After a decade of making timely payments on the Wells Fargo, there is no acceptable reason that Wells Fargo did not allow me to make my final payment online. \nCreditors must allow online payment for several compelling reasons : 1. Convenience : Online payment offers a high level of convenience for both the creditor and the debtor. It eliminates the need for physical checks, cash, or money orders, saving time and effort for both parties. Debtors can make payments from the comfort of their homes or anywhere with internet access, and creditors can receive payments without the need for manual processing or visits to physical locations.\n\n2. Faster Processing : Online payments are typically processed much faster than traditional payment methods. Once a debtor initiates an online payment, the transaction can be completed and recorded within seconds or minutes. This swift processing benefits both creditors and debtors by ensuring timely and efficient payment processing, reducing the risk of late payments, and improving cash flow for the creditor.\n\n3. Global Accessibility : Enabling online payment options allows creditors to expand their reach beyond local or regional boundaries. Debtors from anywhere in the world can make payments easily, regardless of their geographical location. This broadens the customer base for creditors and facilitates business transactions across borders, promoting international trade and economic growth. \n4. Enhanced Security : Online payment systems employ robust security measures to protect sensitive financial information. Encryption, tokenization, two-factor authentication, and other security protocols ensure that payment transactions are secure and safeguarded against unauthorized access. This instills confidence in debtors, encouraging them to make payments online without concerns about potential fraud or data breaches. \n5. Cost Savings : Online payment methods are generally more cost-effective for both creditors and debtors. Creditors can save on administrative costs associated with processing physical checks or cash payments, such as manual data entry, bank reconciliation, and check handling. Debtors can also avoid costs associated with postage, money orders, or potential late fees due to postal delays.\n\n6. Improved Recordkeeping : Online payment systems provide accurate and easily accessible records of all transactions. Both creditors and debtors can keep track of payments made, dates, and amounts, eliminating the need for paper-based records. In case of disputes or discrepancies, having digital records simplifies the resolution process and provides an audit trail for reference.\n\n7. Customer Satisfaction : Offering online payment options enhances customer satisfaction. Many people prefer the convenience and flexibility of making payments online. By accommodating their preferred payment method, creditors can create a positive customer experience, improve customer retention, and foster long-term relationships. \n\nIn summary, allowing online payment benefits creditors by providing convenience, faster processing, global accessibility, enhanced security, cost savings, improved recordkeeping, and increased customer satisfaction. Embracing online payment methods aligns with the digital transformation of financial services and promotes efficient and seamless transactions in today 's interconnected world. \n\nWells Fargo prevented me from making the final payment online. Then, added interest after it removed my ability to make the final payment. Since the loan matured, I have requested that Wells Fargo remove the interest so I could pay the final balance. Similar to Wells Fargos Mortgage Payment Scandal where the bank failed to properly process mortgage payments, resulting in improper fees and penalties being charged to customers, Wells Fargo prevented me from paying while it ratcheted up the interest on my loan. In XXXX, the Consumer Financial Protection Bureau ( CFPB ) fined Wells Fargo {$1.00} XXXX for the Mortgage Payment Scandal. \n\nCreditors such as Wells Fargo have a responsibility to ensure that the credit reporting information, they provide to credit reporting agencies is accurate and complete. Wells Fargo has violated the responsibility it has to provide accurate and complete information. Since Wells Fargo prevented my ability to pay, as I did for years before the final payment, it has provided inaccurate and incomplete information in two ways : 1 ) Wells Fargo did not report that it prevented payment during the last month of the loan ( and approximately three months after ) ; 2 ) Wells Fargo never reported that the account was in dispute for interest that accrued after it prevented final payment. In the month during, and at any time after, the final payment was due, Wells Fargo could have provided a mechanism for me to pay the final payment without placing additional interest due to its illegal delaying tactic. The actions by Wells Fargo in this matter are consistent with its actions in the Mortgage Payment Scandal referenced above, where it was fined {$1.00} XXXX by the CFPB. After nearly a hundred interactions over several years with Wells Fargo representatives, the company has not allowed me to pay the final loan amount even before the final payment was due. Because Wells Fargo changed the payment method, in the last month of the loan, and charged interest as it delayed providing an alternate payment method, it has consistently provided inaccurate and incomplete information regarding my account. \nThe Fair Credit Reporting Act ( FCRA ) requires that creditors such as Wells Fargo to furnish accurate and complete information to credit bureaus in a timely manner, and that they correct any errors or inaccuracies that are brought to their attention. I have brought this information to Wells Fargos attention on dozens of occasions. The responsibility of creditors such as Wells Fargo for accurate credit reporting is essential because the information provided by creditors is used by credit reporting agencies to determine creditworthiness and credit scores. Inaccurate information can lead to errors in credit reports, which can in turn lead to negative consequences for consumers, such as being denied credit or receiving higher interest rates on loans. The inaccuracies provided by Wells Fargo to all credit reporting agencies has harmed my employment options, increased my insurance and loan rates, and destroyed my credit. With its history of fraud to include the Mortgage Payment Scandal ( {$1.00} XXXX fine in XXXX ), Credit Card Payment Scandal ( {$180.00} XXXX fine in XXXX ), Auto Loan Payment Scandal ( {$1.00} XXXX fine in XXXX ), Wells Fargo is known for providing inaccurate and misleading information. As a result of these scandals and others, Wells Fargo has experienced fines, legal action, public criticism and calls for accountability from customers, lawmakers, and regulators. Wells Fargos governance structure, internal controls, and FCRA compliance practices are highly questionable. Without question, my loan was likely part of one of several mortgage scandals, a few are listed below. \n\nXXXX : Wells Fargo agreed to pay {$85.00} XXXX to settle claims that it steered borrowers into high-cost, subprime loans, resulting in discriminatory lending practices. This was part of a broader settlement involving several major banks. \nXXXX : Wells Fargo settled a lawsuit for {$170.00} XXXX, which alleged that it discriminated against XXXX and XXXX borrowers by charging them higher fees and rates than white borrowers with similar credit profiles. The settlement included compensation for affected borrowers and changes to lending practices. \nXXXX : Wells Fargo agreed to pay {$1.00} XXXX to settle civil claims that it certified mortgage loans as eligible for Federal Housing Administration ( FHA ) insurance when they were not. \nXXXX : Wells Fargo reached a settlement of {$480.00} XXXX related to a class-action lawsuit accusing the bank of having made misleading statements about its residential mortgage-backed securities to investors. \nXXXX : Wells Fargo agreed to pay a {$2.00} XXXX penalty to settle claims related to its role in originating and selling residential mortgage loans that it knew contained misstated income information. \nXXXX : Wells Fargo agreed to pay {$3.00} XXXX to resolve criminal and civil investigations into its practices related to its sales culture, including opening unauthorized accounts and other issues. \n\nThe examples listed above show a pattern of mortgage improprieties. This list is not exhaustive, several more examples exist. I am asking that Wells Fargo allow me to make the final payment, in full and without interest for the period after XX/XX/XXXX. \n\nRegards, XXXX XXXX","date_sent_to_company":"2023-08-14T18:34:46.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20011","tags":"Servicemember","has_narrative":true,"complaint_id":"7400455","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-14T18:16:20.000Z","state":"DC","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> prevented me from making the final payment online. Then, added interest after it removed my ability to make the final payment. Since the loan matured, I have requested that <em>Wells</em> <em>Fargo</em> remove the interest so I could pay the final <em>balance</em>."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[20.457022,"7400455"]},{"_index":"complaint-public-v1","_id":"22222473","_score":18.998793,"_source":{"product":"Mortgage","complaint_what_happened":"Wells Fargo Home Mortgage Co and XXXX XXXX XXXX XXXX XXXX XXXX. \nList of Reported Errors Consumer / Mortgage Holder Name : XXXX XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mortgage Loan Number : XXXX Mortgage Origination Date : XX/XX/XXXX Timeline of Wells Fargo Home Mortgage Company and / or XXXX XXXX XXXX XXXX XXXX XXXX errors/ actions/ damages EXECUTIVE SUMMARY OF COMPLAINT * The Core Issue : A \" Manufactured Default '' occurred when the servicer flipped a protected Hurricane XXXX Disaster Relief deferment into a forced foreclosure/modification track. * Forensic Accounting Error : Two prior COVID-19 deferrals were mismanaged, leaving {$21000.00} in the principal balance that should have been removed, resulting in approximately {$8800.00} in \" ghost interest '' charges. * Document Fraud : A loan modification was produced by \" XXXX XXXX XXXX in XX/XX/XXXX that was backdated to XX/XX/XXXX, directly contradicting contemporaneous emails stating paperwork was still forthcoming. * Equity Loss : These errors created a payoff discrepancy of over {$44000.00}, stripping the home equity intended for my retirement.\n\nWells Fargo Home Mortgage Company placed me in a COVID 19 payment suspension program in XXXX of XXXX. I did not request this. * * * See item 1 and 2, attached emails from WF, I did not see or respond to Error # 1 - In XXXX of XXXX Wells Fargo Home Mortgage Company deferred the initial payment suspension for XX/XX/XXXX through XX/XX/XXXX, or 6 months. The amount deferred was {$6900.00}, which was made up of the following amounts : Principal and Interest {$6500.00} Other past due amounts to be deferred {$420.00} TOTAL {$6900.00} * * * See item 3, attached 1st deferral HOWEVER Well Fargo Home Mortgage Company did not reduce my loan balance by the same amount that was deferred as required by XXXX XXXX for deferrals. Wells Fargo Home Mortgage Company only reduced my loan by {$2300.00}, shorting the reduction on my balance by {$4600.00}. * * * See item 4, attached copy of deferral and corresponding ledger of my mortgage loan This error caused an additional {$4600.00} to be left in my principle creating additional interest charges to be incurred to me. This is double capitalization of interest.\n\n* * * See item 4, attached copy of deferral and corresponding ledger of my mortgage loan This error falls under the following violations : 1. ) Elder financial Exploitation ( Fla. Stat s 825.103 ) 2. ) FDUTPA ( Fla Stat. s 501.201 ) 3. ) Breach of Fiduciary Duty Breach of duty of care owed to a senior borrower in the administration of government-mandated COVID-19 assistance programs.\n\n4. ) Negligent Accounting/Servicing 5. ) Intentional Mismanagement of Assets ( Fla. Stat. s825.103 ) 6. ) Bad Faith Servicing & Punitive Damage Standing ( Fla. Stat.s768.72 ) * * * Every subsequent action taken on my mortgage loan from this point forward was built on a foundation of bad data due to this error * * *.\n\nWells Fargo Home Mortgage Co. kept me on payment suspension, and I was making payments, some partial, as I could.\n\nError # 2 : On XXXX XXXX, Wells Fargo Home Mortgage Company deferred an additional full 12 months of payments for XX/XX/XXXX through XX/XX/XXXX. The amount that was deferred was {$21000.00}, which was made up of the following amounts : Principle and Interest {$13000.00} Other past due amounts to be deferred {$8200.00} TOTAL {$21000.00} * * * See item 5 attached HOWEVER, once again, Well Fargo Home Mortgage Company did not reduce my loan balance by the same amount that was deferred as required by XXXX XXXX for deferrals. Wells Fargo Home Mortgage Company only reduced my loan by $ {$4700.00}, shorting the reduction on my balance by {$16000.00}. * * * See item 5, attached This error caused an additional {$16000.00} to be left in my principle creating additional interest charges to be incurred to me. This is double capitalization of interest.\n\n* * * See item 5, attached copy of deferral and corresponding ledger of my mortgage loan showing reduction in loan, deferrals and loan ledger balance showing error.\n\nThis error also falls under the following violations : 1. ) Elder financial Exploitation ( Fla. Stat s 825.103 ) 2. ) FDUTPA ( Fla Stat. s 501.201 ) 3. ) Breach of Fiduciary Duty Breach of duty of care owed to a senior borrower in the administration of government-mandated COVID-19 assistance programs.\n\n4. ) Negligent Accounting/Servicing 5. ) Intentional Mismanagement of Assets ( Fla. Stat. s825.103 ) 6. ) Bad Faith Servicing & Punitive Damage Standing ( Fla. Stat.s768.72 ) At that point, there was now an additional {$21000.00} that had been left in my mortgage loan balance in spite of the 2 deferrals that I was provided for by Wells Fargo Home Mortgage Company , per XXXX XXXX COVID 19 deferral guidelines, that were not handled properly, creating additional interest charges to be incurred to me. This is double dipping of interest.\n\nMy loan balance should have been reduced by the full deferral amount ( s ) of : {$6900.00} Given XX/XX/XXXX {$21000.00} Given XX/XX/XXXX {$28000.00} TOTAL My loan balance was not reduced by the full deferred amounts of {$28000.00}, instead it was reduced by a total of only {$7000.00}, leaving {$21000.00} in my loan balance that was subject to double interest/capitalization, and I had to pay that additional interest for the years until I found out what had happened. ( XX/XX/XXXX ) The additional interest that I paid on that ghost principle was approximately {$8800.00}.\n\nError # 3 : In late XXXX Florida was hit by XXXX XXXX coming in as a CAT 4 hurricane.\n\nWells Fargo Home Mortgage Co. once again reached out to its customers with disaster relief on XX/XX/XXXX, at XXXX EDT, via emails with coded XXXX, ( disaster relief ) to their customers. A 12-month deferral period was extended to Wells Fargo Home Mortgage Co. customers for Hurricane XXXX as part of the Disaster Relief program, as directed by XXXX XXXX . * * * See item 6 attached. Email from XXXX re XXXX XXXX XXXX XXXX XXXX XXXX During that time, I made the multiple payments on my mortgage loan, as I was able to however a few were not paid, and they were to be deferred, as offered to me by Wells Fargo Home Mortgage Co. \nOn XX/XX/XXXX, one month later, I received an email from Wells Fargo Home Mortgage Co. coded XXXX, ________, stating that Disaster assistance will end on XX/XX/XXXX, and thanking me for taking the time to talk to us as you continue to recover. We are sorry that you have been affected by the hurricane. and The disaster relief that we recently discussed is coming to an end on XX/XX/XXXX, please contact us to talk about next steps. You may have options ; we want to help * * See item 7 attached. Email from XXXX XX/XX/XXXX On XX/XX/XXXX, at XXXX EDT, I received an email from Wells Fargo , thanking me for submitting the documents we asked for and We have what we need to begin our review of your home assistance request.\n\nI responded to this the same day, XX/XX/XXXX at XXXX XXXX  EST stating that I had not submitted any documentation for this or anything to them. That I was looking to set up a re-payment plan for the 3 payments I missed, NOW THAT MY HARDSHIP IS OVER. * * * See item 8 attatched. Email from XXXX and response from XXXX I heard nothing further from them until XXXX XXXX at XXXX EDT, in an email, stating You can get help with your payments and You have missed several payments and your loan is now in default. Reaching out is not easy, but we are here to help. We would like to talk with you about your options that could make your situation a little easier and help you avoid foreclosure. this time, it was coded XXXX collection. The payments that I was behind were from XXXX XXXX, in which Wells Fargo Home Mortgage sent out emails on XX/XX/XXXX at XXXX XXXX extending the disaster relief for XXXX XXXX of up to 12 months deferral. That email was coded with XXXX. * * * See item 9 attached .Email from XXXX dated XX/XX/XXXX To my knowledge, there was no disaster relief at that time other than the XXXX XXXX disaster relief, which was up to 12 months,1 year, or XXXX ( maybe XXXX?? ) of XXXX. If there was I was not a participant in them. I only was a participant in the XXXX XXXX disater relief program offered by Wells Fargo Home Mortgage as directed by XXXX XXXX. * * * See item 10 attached.XXXX XXXX statement on XXXX XXXX disaster relief. \nSomehow Wells Fargo Home Mortgage Co. flipped any past due payments from what should have been deferred due to XXXX XXXX directives/guidelines for the XXXX XXXX disaster to full blown collections, and threatening foreclosure in the following months. \nKeep in mind, I am still paying double interest on error 1 and error 2 at this time.\n\nI received another email from Wells Fargo Home Mortgage Co. on XX/XX/XXXX, once again t5hanking me for submitting the documents they requested, and We have what we need to begin your review of your home assistance request. * * * See item 11 attached. Email from XXXX. \n\nOn XX/XX/XXXX, Wells Fargo Home Mortgage Co. sent a hard copy piece of mail to me via USPS. The Subject Line stated Loan Modification trial period plan. The letter further stated Thank you for contacting us about your mortgage. Based on careful review of the information you provided, we are offering you the opportunity to enter into a loan modification. If you satisfy all of the terms of the offer, successfully complete the trial period plan by making the required payments, and return a signed loan modification agreement, we will then sign the loan modification, and your loan will be permanently modified. Immediately below that, in large bold letters it stated- ACT NOW Key steps to modify your mortgage and prevent foreclosure action. Below that it said You must do one of these things by XXXX XXXX- Contact us by phone or in writing to let us know if you intend to accept this offer, OR Send your first trial period payment of {$1600.00} to accept this offer. Directly below the 2 conditions it stated : IF YOU DO NOT CONTACT US OR SEND YOUR FIRST TRIAL PERIOD PLAN PAYMENT BY XX/XX/XXXX, FORECLOSURE PROCEEDINGS MAY BE STARTED OR CONTINUE. Attached to that letter was the proposed modification terms showing current terms with the deferred balance present, and the modification terms showing the deferred balance at {$0.00} * * * See item 12 attached. Hard mail from XXXX. Completely alarmed and not understanding what this was about, because I was still in the XXXX XXXX deferral program, and still making payments, I called the individual who signed the letter, XXXX XXXX, Home Preservationist Specialist. I asked him what this was about and if there was a foreclosure already started. He put me on hold, checked and came back and said it looked like they have started a foreclosure. I asked why, and why was this the first that I was hearing about it, and informed him that all missed payments were covered in the COVID 19 deferrals and the XXXX XXXX deferral that was offered to me. I further went on to state that I was shocked that this was happening and certainly since all missed payments had already been deferred and moved to the back of the loan. I became upset and told him I did not ask for this and did not want it. I did not even understand what it was. XXXX XXXX placed me on hold again, came back on the line and told me that they had made an error, and to please disregard it. I asked him if he was absolutely sure, because I did not want to have another surprise like this in a few months. He very kindly confirmed that he was sure. We hung up and I felt better. I had been making payments on my mortgage loan to catch up the payments I had missed clearly not understanding how the COVID 19 deferrals worked, and thinking that I still needed to pay those payment. Wells Fargo Home Mortgage Co was applying those payments to current arrears, as they should have I believe. I also took comfort in knowing that knew I was on the hurricane XXXX disaster payment deferral program. \nOn XXXX XXXX, I received another email from Wells Fargo Home Mortgage Co. Subject Line : We Need You to Verify Information and the email Stated Review this loan information carefully There was nothing attached to the email to review. * * * See Item 13 attached. Email from XXXX. I picked up the phone again and called the individual who signed the email, XXXX XXXX, Home Preservation Specialist, and asked what this was about. I was told not to worry, they were just wrapping up the disaster relief deferrals. XXXX XXXX did tell me that my payments were going to be a bit higher for the next 3 months, for escrow and misc. items, and asked if I could afford it, to which I said yes, my hardship is over. He also told me to make the three payments as indicated in the hard copy mailed to me via USPS on XX/XX/XXXX, and once that was complete I would not need to make any payments again until the first of the XXXX XXXX. \nOn XX/XX/XXXX at XXXX EST, I received another email from Wells Fargo Applications. Suject line was The Final Loan Agreement is Approved. It further stated Thank you for completing the payments for your home assistance request. We have mailed you 2 final documents : - Original copy to sign ( and notarize if requested ) - Duplicate copy for your records It also said Were also sending out a Preferred Payment Plan Authorization form that we encourage you to complete. and Please contact me with any questions. I picked up the phone again and called the individual who signed the email, XXXX XXXX. I went through the entire story from XXXX XXXX, telling her that I wanted to make sure that this was not a loan modification, but rather the deferment from XXXX XXXX. XXXX XXXX assured me not to worry about anything, but do complete the paperwork so that they can complete my PAYMENT ASSISTANCE. I of course thought this was the deferral for XXXX XXXX, even though it had only been 3 months since the disaster. This made perfect sense to me based on how the COVID 19 disaster Relief was handled in chinks of months. I did not think further about it. * * * See item 14 attached. Email from XXXX On XXXX, XXXX, I received another email from Wells Fargo Consumer Lending, stating Youll receive your PAYMENT ASSISTANCE documents soon. We will need these documents to complete your PAYMENT ASSISTANCE Not Loan Modification PAYMENT ASSISTANCE. The email further went on to say Weve sent you documents to complete for your PAYMENT ASSISTANCE. When you receive them you will need to sign, have notarized ( if required ) and return them by the due date provided in the document package. This communication was coded XXXX ________________________?? * * * See Item 15 attached.Email from Wells Fargo APPLICATIONS. \nThinking that this was the first portion of payment deferrals for the XXXX XXXX, it did not ruffle my feathers. Nothing had been said to me above a modification in months, or how a modification would work, or that they would pull my deferred amounts and add them back into my loan, which was already inflated by the incorrect reductions done by Wells Fargo Home Mortgage Co by not reducing my loan by the full deferral amount as directed by XXXX XXXX during the COVID 19 disaster. \nOn XX/XX/XXXX, I received another email at XXXX EST, from Wells Fargo XXXX (? ) Subject line was : Wells Fargo XXXX XXXX. In this email Wells Fargo Home Mortgage Co stated : We are reaching out to you today regarding the final documents. Congratulations once again on the APPROVAL. It did not state Approval for what ie deferment, modification, forebearance? It further stated We sent the final agreement documents to you on XX/XX/XXXX and have ordered a mobile notary for you, and they will call and schedule an appointment. Please return the signed documents, dated and notarized. Additional instructions may be provided by the notary when they contact you for the signing appointment. We have provided the XXXX tracking numbers for your convenience ( Tracking numbers for what??? ) Please continue making ongoing monthly loan payments. Nowhere did it say anything about a modification, indicate any dollar amounts, nothing about the transaction that I later found out happened to me. ANOTHER INTERESTING POINT On XX/XX/XXXX they sent the email address above, and attached as well, stating that the paperwork was sent out on XX/XX/XXXX. Yet there were at least 2 earlier emails in XX/XX/XXXX, stating that the paperwork would be forthcoming. I had not seen any detailed modification paperwork * * * Seeitem 16 attached. Email from Well Fargo Home Mortgage Co. \nI continued making payments as normal. I do not recall signing a loan modification, or having a mobile notary come to my home. I did not look at my mortgage statement on a regular basis, because they were emailed to me, as encouraged by Wells Fargo Home Mortgage. I just made sure that my payments were made, and that if I had any late payments, that I caught them up. I also never truly looked at my XXXX, instead I just handed them over to the person that did my taxes. \nThis brings us to XXXX of XXXX. I am XXXX, and finally at a place where I can retire, relax, and spend time with my daughters and my XXXX grandchildren. I had worked since I was XXXX XXXX XXXX, and I was so excited to be able to take a break and enjoy life for once. However, my plan hinged on me selling my home/condo, of which I had equity in that would make this possible. \nI listed my home/ condo, and had a cash offer the first week that it was listed. This of course prompts realtors and owners into all kind of actions and activities that need to be completed so the closing can happen on time. \nWell, one of those items was my mortgage payoff amount. Im thinking it is around {$170000.00}, with the additional deferred amount of {$28000.00} Math attached. Imagine my utter shock and surprise when my realtor told me that it was {$230000.00}!! That amount was more than the original mortgage I took out in XXXX which was for {$220000.00}. \n\nI called Wells Fargo, knowing they would re-direct me to XXXX XXXX XXXX XXXX XXXX because also in XX/XX/XXXX I was notified that my mortgage was sold to XXXX XXXX, XXXX XXXX XXXX. I was redirected to XXXX XXXX, XXXX XXXX XXXX. I was told that yes, that is the correct payoff amount, and I tried to explain no, there is no way that can be. XXXX XXXX XXXX XXXX XXXX told me they would send over the information that they were given by Wells Fargo Home Mortgage when they purchased my mortgage from them. \n\nI have attached what I received from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sent to me their official Loan History Summary given to them by Wells Fargo Home Mortgage as part of the package that supported my mortgage loan and its value/worth. * * * See item 17and 18 attached. XXXX Loan History Summary.\n\nXXXX XXXXXXXX XXXX XXXX  XXXX has 3 different dates for my loan origination as shown on documents that they have shared with me. They have XXXX, XXXX, and XXXX. Yet on the Welcome letter from them they do acknowledge the XXXX date and amount. \nI sent Notice of error to Wells Fargo Home Mortgage Co and XXXX XXXX XXXX XXXX XXXX on ______________. \n\nAs stated above, XXXX XXXX XXXX XXXX XXXX replied in the attached referenced documents. \n\nWells Fargo replied on XX/XX/XXXX denying any errors and attaching my Customer Account Activity document from inception of the mortgage in XXXX. Also attached was a loan modification that I was seeing for the first time. * * * See item 19 attached. XXXX Response to Notice of Error When taking a closer look at the modification the following items were noted : The date was XX/XX/XXXX. I was receiving communications about some type of payment assistance in XX/XX/XXXX. There is no loan number on the document. Thet is a handwritten number that does not match my loan number. The amount of the modification is listed as {$12000.00}, which is the amount iin arrears during the disater relief period for XXXX XXXX and were to be deferraled for up to 12 months, per Fannie Mae directives for XXXX XXXX starting in XXXX. \nIN ADDITION, looking closely at the Modification document, you will note that Wells Fargo Home Mortgage quietly rolled my deferrals totaling {$28000.00} back into my loan, yet they had not corrected the {$21000.00} had not been properly removed from my loan balance as should have been when the deferral went through. My mortgage now became over stated, and I had been paying interest ( $ XXXX plus ) on the {$21000.00} that should not have been in my balance. That coupled with the {$12000.00} that Wells Fargo Home Mortgage took from being a disaster relief amount to a straight up arrears collection foreclosure amount, erroneously increased my loan balance by the deferred amount of {$28000.00}, the ghost amount never reduced from my loan balance when the deferrals went through of {$21000.00}, the {$12000.00} that was to be deferred under the XXXX XXXX disaster relief program, and the approximately {$8800.00} in additional interest that I paid. \n\nThe Notice of errors was sent out over 7 times. Each notice was acknowledged by Wells Fargo Home Mortgage and XXXX XXXX XXXX XXXX XXXX, but both responded each time that there were no errors. They were looking at the same documents that I was. In fact, they provided me with the documents in an attempt to prove that there were no errors. \nI now am forced to go back into the fulltime workplace due to the shortage of monies that were improperly and illegally withheld from me. \nDISCREPANCIES IN LOAN ORIGINATION DATA ( RE-AGING ) Actual Origination Date : XX/XX/XXXX. \nXXXX  Reported Dates : Documentation provided by XXXX inconsistently lists the loan origination as XXXX, XXXX, and XXXX. \nImpact of Error : These inaccurate dates constitute an unauthorized \" re-aging '' of the loan. This effectively erases a decade of my verified payment history and allows the servicer to hide the accounting errors that occurred between XXXX and XXXX. \nSupporting Evidence : See Items 20 and 21 ( XXXX  Loan History Summary and Welcome Letter ).\n\nIn summation the following is what happened to me, along with violations carried out by Wells Fargo Home Mortgage and XXXX XXXX XXXX XXXX XXXX, legal pursuable counts, and financial damage, both base and potential, to the customer : FINAL SUMMATION OF VIOLATIONS AND DAMAGES Statutory Violations : Elder Financial Exploitation ( Fla. Stat. 825.103 ) : Knowingly depriving a senior of home equity through accounting manipulation and the refusal to correct known errors.\n\nFDUTPA ( Fla. Stat. 501.201 ) : Deceptive acts involving the coercion into modification, under the guise of \" foreclosure ''. A COPY of a modification that was backdated to XX/XX/XXXX, but per Wells Fargo own emails, the paperwork was not sent out at the date on the alleged, forced by threat, modification.\n\nRESPA & FCRA : Failure to conduct a reasonable investigation after eight formal notices of error and the unauthorized re-aging of the loan history to XXXX. \nRealized Financial Damages : Principal Discrepancy : {$21000.00} ( The total amount improperly left in the principal balance following the XXXX and XXXX deferral errors ).\n\nUnearned Interest Paid : ~ {$8800.00} ( Estimated additional interest paid on the \" ghost principal '' balance ).\n\nMisapplied XXXX XXXX Arrears : {$12000.00} ( Amount that was to be deferred under disaster relief guidelines but was instead rolled into a modification ).\n\nTotal Equity Discrepancy : {$44000.00} ( The gap between the expected payoff of ~ {$180000.00} and the actual payoff demand of {$230000.00} ).\n\nNon-Economic Damages : o Loss of retirement security, forced re-entry into the full-time workforce at age XXXX, and severe emotional distress caused by the threat of foreclosure and the erasure of 10 years of credit history.\n\nA. List of Reported Violations Elder Financial Exploitation ( Fla. Stat. 825.103 ) : Knowingly and through deception depriving a senior citizen of their home equity by failing to properly apply mandated deferrals.\n\nFlorida Deceptive and Unfair Trade Practices Act ( FDUTPA ) ( Fla. Stat. 501.201 ) : Engaging in unfair methods of competition and unconscionable acts, specifically the issuance of \" backdated '' modification documents to hide servicing errors.\n\nRESPA Regulation X Violations : Failure to maintain accurate servicing records and failure to conduct a \" reasonable investigation '' after eight ( 8 ) formal notices of error.\n\nFair Credit Reporting Act ( FCRA ) Violations : Intentional \" Re-aging '' of the loan origination date to XXXX, effectively erasing years of positive payment history and damaging my creditworthiness.\n\nBreach of Fiduciary Duty : Failure to exercise the required duty of care in the administration of government-mandated COVID-19 and XXXX XXXX assistance programs.\n\nB. Legal Violation Counts 1. Manufactured Default : Intentionally flipping protected \" Disaster Relief '' payments into \" Foreclosure Collections '' to force a modification.\n\n2. Fraudulent Inducement : Coercing a \" Loan Modification '' through the use of threat of foreclosure, when customer was on XXXX XXXX Disaster Relief program, but deceptively dated XX/XX/XXXX. \n3. Double Capitalization/Double Dipping : Intentionally leaving {$21000.00} in the principal balance despite two formal deferral agreements, allowing the servicer to collect \" ghost interest '' on funds that should have been moved to the back of the loan.\n\n4. Agency Guideline Non-Compliance : Direct violation of XXXX XXXX COVID-19 and XXXX XXXX disaster relief mandates regarding the reduction of loan balances.\n\nSUMMARY OF LEGAL AND ACCOUNTING VIOLATIONS ( 14 COUNTS ) 1. Elder Financial Exploitation ( Fla. Stat. 825.103 ) : Knowingly depriving a senior of home equity through systematic accounting manipulation.\n\n2. FDUTPA Violation ( Fla. Stat. 501.201 ) : Deceptive trade practices, specifically the use of backdated modification documents.\n\n3. RESPA Regulation X 1024.35 : Failure to conduct a \" reasonable investigation '' after eight formal notices of error.\n\n4. RESPA Regulation X 1024.38 : Failure to maintain accurate records regarding the XXXX XXXX XXXX Disaster Relief deferment. \n5. FCRA Violation ( Fair Credit Reporting Act ) : Unauthorized \" re-aging '' of the loan to XXXX, erasing my actual XXXX origination history. \n6. Breach of Fiduciary Duty : Failure to exercise the required duty of care in administering government-mandated COVID-19 assistance.\n\n7. Negligent Servicing : Systematic failure to apply disaster relief credits as required by XXXX XXXX guidelines. \n8. Fraudulent Inducement : Coercing a modification through a document produced in XX/XX/XXXX but backdated to XX/XX/XXXX. \n9. Manufactured Default : Flipping protected XXXX XXXX relief payments into foreclosure collections ( Email Code XXXX ). \n10. Principal Balance Discrepancy : Failure to account for the {$21000.00} discrepancy left in my balance after two deferrals.\n\n11. Interest Overcharge : Illegal capitalization of approximately {$8800.00} in \" ghost interest '' on funds that should have been deferred.\n\n12. Agency Guideline Violation : Direct breach of XXXX XXXX XXXX XXXX \" Lender Letter '' mandates for servicers. \n13. Internal Coding Error : Misuse of service codes to bypass the \" Deferred '' status promised in communications.\n\n14. Systemic Bad Faith Accounting : Intentional \" book cleaning '' and data re-aging during the transfer to XXXX. \n\nIn closing : I have submitted this same complaint this evening to you all, the CFPB, as well as XXXX XXXX, The Florida Attorney General, and the XXXX XXXX XXXX XXXX XXXX. \n\nIt is my hope that now that I have forensically gone through the data, that this complaint will be taken seriously than it has been taken this past year, by all parties involved. I have been trying to resolve this since XX/XX/XXXX.","date_sent_to_company":"2026-05-14T22:52:40.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"334XX","tags":"Older American","has_narrative":true,"complaint_id":"22222473","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-05-14T22:15:40.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["Stat.s768.72 ) * * * Every subsequent action taken on my mortgage loan from this point forward was built on a foundation of bad data due to this <em>error</em> * * *.\n\n<em>Wells</em> <em>Fargo</em> Home Mortgage Co. kept me on payment suspension, and I was making payments, some partial, as I could.\n\n<em>Error</em> # 2 : On XXXX XXXX, <em>Wells</em> <em>Fargo</em> Home Mortgage Company deferred an additional <em>full</em> 12 months of payments for XX/XX/XXXX through XX/XX/XXXX."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[18.998793,"22222473"]},{"_index":"complaint-public-v1","_id":"7565404","_score":18.613556,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX Wells Fargo Bank , N.A . & Wells Fargo Home Mortgage XXXX XXXX XXXX XXXX XXXX, IA XXXX Reference : Loan No. Mortgage problems ) TO WHON IT XXXX CONCERN : I received your latest XXXX  package on XX/XX/XXXX and have received all the contents you have listed. This package includes many duplicates of the things you have already sent to me several times and you have still failed to send to me the documents I have explicitly requested from you. The only document that I have received from you of which I did request is the amortization schedule. Many times, by written letter and by phone calls to you, I have requested a copy of the Note that goes with my mortgage. I was verbally told by XXXX person that they could not find a Note and maybe there was no Note. If in fact that you do not have a Note signed by me, then I need to have your findings in written and in a signed letter stating as such, if in fact there is a Note existing sign by me, then I am requesting again, SEND ME A COPY OF THE NOTE SIGNED BY ME OF WHICH GOES WITH THE, EQUITY LINE LOAN NUMBER MENTIONED ABOVE OR ANY NOTE WHATSOEVER that may EXIST, which is CONNECTED WITH THIS EQUITY LINE LOAN AT PRESENT. \n\nMy findings are the following with your last communication, by XXXX mentioned above, to me : You have stated that there is a paragraph in the EquityLine with FlexAbility Agreement and Disclosure Statement ( the Agreement ) which contains a sentence stating : If my payments are not consistently made when due, the Final Fixed Rate Advance Minimum Monthly Payment may not fully repay the Final Fixed Rate Advance over its term and my final payment for the Final Fixed Rate Advance may be higher. Note : You did not include the very next sentence which states in the copy of my original Agreement AND which reads : THE BANK WILL NOTIFY ME IN ADVANCE OF ANY CHANGES TO MY TOTAL PAYMENT DUE as a result of the Final Fixed Rate Advance Minimum Monthly Payment. You have never made any notifications to me whatsoever regarding your decision to apply my monthly payment incorrectly because you have determined that my payment was not made on time, nor have you notified me of any changes to my total payment due! Do you have some reason for leaving this last sentence out in your last letter to me of which you sent in the XXXX  package, received on XX/XX/XXXX. I received my loan statement which shows the next payment due is for XX/XX/XXXX. This statement shows a principal balance of {$100000.00}, if I were to payoff this loan, I am expecting to pay only a per diem rate of 0.018287 % from XX/XX/XXXX to the date I am paying in full on or before the next payment due date of XX/XX/XXXX. If you have other charges calculated, you need to advise me heads up immediately. Of course, the principal balance on my statement, dated XX/XX/XXXX will be less after you have made your corrections to your posting errors. \n\n\n\nI am including some definitions of words to make sure that Wells Fargo is aware of the following meanings : Real Estate Note or called Mortgage Note or just Note a loan Note is a contract for a loan that specifies the terms and conditions of the loan, such as the principal borrowed amount, interest rate, payment schedule, due date and any penalties or convertibility options. etc. It is a legal binding Agreement that holds more legal significance that an informal XXXX It can have tax benefits for the lender and can be used for financing businesses and startups. So, when I ask for a copy of the Note this is the document, I expect to receive from Wells Fargo. Stop ignoring my request for a copy of the Note, make a copy and send it to me. As I stated before, if there is no Note existing, then say so and I will stop asking you for a copy. \n\nGrace period is a grace period after a payment of an obligation becomes due, during which no penalty or late fee is charged. A grace period allows the payer or the obligor to meet the financial obligation without losing the benefit of the loan, the policy, or the contract. A grace period is typically 15 days, but it may vary depending on the type of loan and terms of the agreement. \n\nAccording to our contract agreement, it clearly states that I have a XXXX grace period. Wells Fargo, you take and have been doing so my entire monthly payment of {$770.00} just about every month and have been doing so for XXXX ( XXXX ) years and applying it totally towards the interest/finance charge. This is not how our contact is written. Again, Wells Fargo, you are in breach of contract and have done nothing to fix this problem from reoccurring. Therefore, it has been brought to your attention and your continuance to do nothing about it, is theft. \n\nWells Fargo, you need to provide me, as I have asked already, all the information where it clearly states that Wells Fargo has the right to apply my entire total monthly payment, of {$770.00} due on the XXXX of every month, with a ten-day grace period, to 100 % interest/finance charge! What condition, what circumstances gives you the right to make this happen. \n\nI strongly suggest Wells Fargo that you fix my account and apply all stolen monies you have taken from me, along with any over charge of interest/finance change and apply it to the principal to reduce my mortgage to the correct current balance. I also want to see in writing that all corrections have been fully completed and that the correct loan balance is in affect and not drug out over months of future payments. \n\nIt appears Wells Fargo that you are now attempting to refund the stolen monies as now slowly and sneakily on my latest statement dated XX/XX/XXXX, without notification to me, it shows full payment of {$770.00} was applied totally to principal only. \n\nRemember there are overcharges of interest that you owe to me, as well. \nAlso, Wells Fargo, I see you also mailed this latest XXXX  package to my mom, I did not give you her address, so I am not sure the reason for mailing to both of us other than to try to make a statement. But I am going to assume this means you now are going to abide by my request to allow my mother to speak on my behalf. You must have found the missing request form? \n\n\nSincerely, I have made XXXX  monthly payments of {$770.00} from XX/XX/XXXX to XX/XX/XXXX Full payment of {$770.00} was applied to interest/finance charge only, XXXX times From XX/XX/XXXX to XX/XX/XXXX. \nBeginning XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX, XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX * ( shows on amortization statement, not XXXX XX/XX/XXXX on regular monthly statement ) XXXX XX/XX/XXXX * XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX Full payment of {$770.00} was applied to principal only, XXXX times From XX/XX/XXXX to XX/XX/XXXX. \nXX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX Posted the monthly payment to my first mortgage in error XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX Numerous charges were applied to my account for a late fee of which started out as {$37.00}, increased to {$37.00} and now shows as {$38.00}. These late fees were all found unjustified by Wells Fargo or I requested removal and they were removed. \n\nThere are numerous reversals made of this wrongly applied monthly payments which reflect on my monthly statement after I have brought the matter to Well Fargos attention. Many times, I am told that there is nothing wrong with what has been posted and this is how this type of loan works. But finally, someone sees it as an intent and they have fixed a few of these errors. XXXX times, my payment for the EquityLine loan were applied to my first mortgage and had to be reversed after Wells Fargo noticed that a payment was not made to my due account. I managed to catch this type of error once before leaving the cashiers window and I was told to just make another payment to the correct account as it was not fixable. Had to call the manager to get it reversed.","date_sent_to_company":"2023-09-19T04:19:42.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"339XX","tags":null,"has_narrative":true,"complaint_id":"7565404","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-09-19T03:34:30.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["This statement shows a principal <em>balance</em> of {$100000.00}, if I were to <em>payoff</em> this loan, I am expecting to pay only a per diem rate of 0.018287 % from XX/XX/XXXX to the date I am paying in <em>full</em> on or before the next payment due date of XX/XX/XXXX. If you have other charges calculated, you need to advise me heads up immediately. Of course, the principal <em>balance</em> on my statement, dated XX/XX/XXXX will be less after you have made your corrections to your posting <em>errors</em>."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[18.613556,"7565404"]},{"_index":"complaint-public-v1","_id":"22292046","_score":17.742943,"_source":{"product":"Mortgage","complaint_what_happened":"This is a continuation of complaint XXXX due to not being able to upload all of the referred to items in my complaint. \nI have copied only a portion of the full complaint,XXXX, to reference additional documents that I am uploading to CFPB. \nThe documents are : Item 19, as referenced below. \nWells Fargo communication re : transferring servicing of my mortgage loan to XXXX, XXXX XXXX XXXX XXXX. There was not \" account '' information in that communication from Wells Fargo, and there should have been. I should have been able to tie it out with the Welcome letter communication that I received from XXXX, XXXXXXXX XXXX XXXX XXXX \nI have attached XXXX, XXXX XXXX XXXX XXXX  Welcome letter communication as well. \nXXXX XXXX, XXXX XXXX XXXX reflects conflicting information. It shows the true origination date of my Mortgage, XXXX of XXXX, as well as the amount of my mortgage, {$220000.00}. \nIt also shows the inflated mortgage amount that I am disputing. \nMore disturbing, it states that my mortgage loan originated in XXXX, and was for {$240000.00}. \nThis is the third set of conflicting information that I have received from XXXX, XXXX, XXXX XXXX XXXX I do not know where they got their information from, if Wells Fargo provided it to them, or if they created it, either way, they have stated/acknowledged on other documents, that my loan originated in XXXX, XXXX, XXXX, and XXXX. All with different amounts. \nAll of those documents have been uploaded previously. \n\nI am now requesting the CFPB to officially investigate this due to potential violation of : FDUTPA, ( FLA.STAT. s 501.201 ) - Deceptive trade practices, specifically the use of backdated documents.\n\nRESPA, ( Regulation X s 1024.38, failure to conduct a reasonable investigation after 8 ( eight ) formal Notices of Error ) Additional RESPA violation ( Regulation X s 1024.38, again, for failure to maintain accurate records regarding the XXXX XXXX XXXX Disaster Relief Deferrment, TILA Elder Financial Exploitation ( FLA. STAT s 8/25.103 ) - Knowingly depriving a senior of home equity through systemic accounting manipulation.\n\nFCRA ( Unauthorized \" re-aging '' of loan to XXXX, erasing my actual XXXX origination date ) Breach of Fiduciary Duty- Failure to exercise the required duty of care in administering government mandated XXXX assistance. \nNegligent Servicing - Systemic failure to apply disaster relief credits as required by XXXX XXXX guidelines. ( reduction of my loan should have matched the full deferral amounts, per XXXX XXXX guidelines attached below. \nCivil Theft, Manufactured Default - Flipping protected XXXX XXXX relief payments/suspension of payments into foreclosure collections. Code on emails changed from ______ to XXXX. \nFraudulent Inducement -Coercing a loan modification through a document produced in XXXX, but backdated to XX/XX/XXXX, it also appears that papers were not even \" signed '' until XXXX of XXXX. \nDouble Capitalization/Double Dipping, Agency Guideline Non-Compliance , ( XXXX XXXX , ) Interest Overcharge Principal Balance Discrepancy Internal Coding Error : Misuse of service codes to bypass the \" Deferred '' status promised in communications from XXXX XXXX and WFHM. \nSystemic Bad Faith Accounting : Intentional \" book cleaning '' and data re-aging during the transfer to XXXX, XXXX XXXX XXXX XXXX \n\n\nWells Fargo replied on XX/XX/XXXX denying any errors and attaching my Customer Account Activity document from inception of the mortgage in XXXX. Also attached was a loan modification that I was seeing for the first time. XXXX XXXX XXXX  See item 19 attached. WFHM Response to Notice of Error When taking a closer look at the modification the following items were noted : The date was XX/XX/XXXX. I was receiving communications about some type of payment assistance in XX/XX/XXXX. There is no loan number on the document. Thet is a handwritten number that does not match my loan number. The amount of the modification is listed as {$12000.00}, which is the amount iin arrears during the disater relief period for XXXX XXXX and were to be deferraled for up to 12 months, per XXXX XXXX directives for XXXX XXXX starting in XXXX. \nIN ADDITION, looking closely at the Modification document, you will note that Wells Fargo Home Mortgage quietly rolled my deferrals totaling {$28000.00} back into my loan, yet they had not corrected the {$21000.00} had not been properly removed from my loan balance as should have been when the deferral went through. My mortgage now became over stated, and I had been paying interest ( $ XXXX plus ) on the {$21000.00} that should not have been in my balance. That coupled with the {$12000.00} that Wells Fargo Home Mortgage took from being a disaster relief amount to a straight up arrears collection foreclosure amount, erroneously increased my loan balance by the deferred amount of {$28000.00}, the ghost amount never reduced from my loan balance when the deferrals went through of {$21000.00}, the {$12000.00} that was to be deferred under the XXXX XXXX disaster relief program, and the approximately {$8800.00} in additional interest that I paid. \n\nThe Notice of errors was sent out over 7 times. Each notice was acknowledged by Wells Fargo Home Mortgage and XXXX XXXX XXXX XXXX XXXX but both responded each time that there were no errors. They were looking at the same documents that I was. In fact, they provided me with the documents in an attempt to prove that there were no errors. \nI now am forced to go back into the fulltime workplace due to the shortage of monies that were improperly and illegally withheld from me. \nDISCREPANCIES IN LOAN ORIGINATION DATA ( RE-AGING ) Actual Origination Date : XX/XX/XXXX. \nXXXX  Reported Dates : Documentation provided by XXXX inconsistently lists the loan origination as XXXX, XXXX, and XXXX. \nImpact of Error : These inaccurate dates constitute an unauthorized \" re-aging '' of the loan. This effectively erases a decade of my verified payment history and allows the servicer to hide the accounting errors that occurred between XXXX and XXXX. \nSupporting Evidence : See Items 20 and 21 ( XXXX  Loan History Summary and Welcome Letter ). \n\nIn summation the following is what happened to me, along with violations carried out by Wells Fargo Home Mortgage and XXXX XXXX XXXX XXXX XXXX legal pursuable counts, and financial damage, both base and potential, to the customer : FINAL SUMMATION OF VIOLATIONS AND DAMAGES Statutory Violations : Elder Financial Exploitation ( Fla. Stat. 825.103 ) : Knowingly depriving a senior of home equity through accounting manipulation and the refusal to correct known errors.\n\nFDUTPA ( Fla. Stat. 501.201 ) : Deceptive acts involving the production of a modification document in XX/XX/XXXX that was backdated to XX/XX/XXXX. \nRESPA & FCRA : Failure to conduct a reasonable investigation after eight formal notices of error and the unauthorized re-aging of the loan history to XXXX. \nRealized Financial Damages : Principal Discrepancy : {$21000.00} ( The total amount improperly left in the principal balance following the XXXX and XXXX deferral errors ). \nUnearned Interest Paid : ~ {$8800.00} ( Estimated additional interest paid on the \" ghost principal '' balance ). \nMisapplied XXXX XXXX Arrears : {$12000.00} ( Amount that was to be deferred under disaster relief guidelines but was instead rolled into a modification ). \nTotal Equity Discrepancy : {$44000.00} ( The gap between the expected payoff of ~ {$180000.00} and the actual payoff demand of {$230000.00} ). \n\nNon-Economic Damages : o Loss of retirement security, forced re-entry into the full-time workforce at age XXXX, and severe emotional XXXX  caused by the threat of foreclosure and the erasure of 10 years of credit history. \nA. List of Reported Violations Elder Financial Exploitation ( Fla. Stat. 825.103 ) : Knowingly and through deception depriving a XXXX XXXX of their home equity by failing to properly apply mandated deferrals. \nFlorida Deceptive and Unfair Trade Practices Act ( FDUTPA ) ( Fla. Stat. 501.201 ) : Engaging in unfair methods of competition and unconscionable acts, specifically the issuance of \" backdated '' modification documents to hide servicing errors.\n\nRESPA Regulation X Violations : Failure to maintain accurate servicing records and failure to conduct a \" reasonable investigation '' after eight ( 8 ) formal notices of error.\n\nFair Credit Reporting Act ( FCRA ) Violations : Intentional \" Re-aging '' of the loan origination date to XXXX, effectively erasing years of positive payment history and damaging my creditworthiness. \nBreach of Fiduciary Duty : Failure to exercise the required duty of care in the administration of government-mandated XXXX and XXXX XXXX assistance programs .\n\nB. Legal Violation Counts 1. Manufactured Default : Intentionally flipping protected \" Disaster Relief '' payments into \" Foreclosure Collections '' to force a modification.\n\n2. Fraudulent Inducement : Coercing a \" Loan Modification '' through the use of backdated documents produced by XXXX XXXX in XX/XX/XXXX, but deceptively dated XX/XX/XXXX. \n3. Double Capitalization/Double Dipping : Intentionally leaving {$21000.00} in the principal balance despite two formal deferral agreements, allowing the servicer to collect \" ghost interest '' on funds that should have been moved to the back of the loan.\n\n4. Agency Guideline Non-Compliance : Direct violation of XXXX XXXX  XXXX and XXXX XXXX disaster relief mandates regarding the reduction of loan balances. \n\nSUMMARY OF LEGAL AND ACCOUNTING VIOLATIONS ( 14 COUNTS ) 1. Elder Financial Exploitation ( Fla. Stat. 825.103 ) : Knowingly depriving a senior of home equity through systematic accounting manipulation.\n\n2. FDUTPA Violation ( Fla. Stat. 501.201 ) : Deceptive trade practices, specifically the use of backdated modification documents.\n\n3. RESPA Regulation X 1024.35 : Failure to conduct a \" reasonable investigation '' after eight formal notices of error.\n\n4. RESPA Regulation X 1024.38 : Failure to maintain accurate records regarding the XXXX XXXX XXXX Disaster Relief deferment. \n5. FCRA Violation ( Fair Credit Reporting Act ) : Unauthorized \" re-aging '' of the loan to XXXX, erasing my actual XXXX origination history. \n6. Breach of Fiduciary Duty : Failure to exercise the required duty of care in administering government-mandated XXXX assistance. \n7. Negligent Servicing : Systematic failure to apply disaster relief credits as required by XXXX XXXX guidelines. \n8. Fraudulent Inducement : Coercing a modification through a document produced in XX/XX/XXXX but backdated to XX/XX/XXXX. \nXXXX. Manufactured Default : Flipping protected XXXX XXXX relief payments into foreclosure collections ( Email Code XXXX ). \n10. Principal Balance Discrepancy : Failure to account for the {$21000.00} discrepancy left in my balance after two deferrals.\n\n11. Interest Overcharge : Illegal capitalization of approximately {$8800.00} in \" ghost interest '' on funds that should have been deferred.\n\n12. Agency Guideline Violation : Direct breach of XXXX XXXX  XXXX XXXX \" Lender Letter '' mandates for servicers. \n13. Internal Coding Error : Misuse of service codes to bypass the \" Deferred '' status promised in communications.\n\n14. Systemic Bad Faith Accounting : Intentional \" book cleaning '' and data re-aging during the transfer to XXXX \n\nIn closing : I have submitted this same complaint this evening to you all, the CFPB, as well as XXXX XXXX The Florida Attorney General, and the FHFA Office of Inspector General.\n\nI expect this to be taken more seriously than it has been taken this past year, by all parties involved.","date_sent_to_company":"2026-05-17T21:34:55.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"334XX","tags":"Older American","has_narrative":true,"complaint_id":"22292046","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-05-17T20:00:43.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["I have copied only a portion of the <em>full</em> complaint,XXXX, to reference additional documents that I am uploading to CFPB. \nThe documents are : Item 19, as referenced below. \n<em>Wells</em> <em>Fargo</em> communication re : transferring servicing of my mortgage loan to XXXX, XXXX XXXX XXXX XXXX. There was not \" account '' information in that communication from <em>Wells</em> <em>Fargo</em>, and there should have been."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[17.742943,"22292046"]},{"_index":"complaint-public-v1","_id":"3625894","_score":17.69607,"_source":{"product":"Mortgage","complaint_what_happened":"Dear CFPB, I received an email from you referencing complaint XXXX. I believe the OCC forwarded to you the complaints I filed with them regarding regarding Wells Fargo 's age discrimination and their failure to process two refinance loans correctly. I do not believe my entire complaint was forwarded. Please see below. Thank you for your assistance researching and correcting these issues. \nBest regards, XXXX XXXX I would like to file two formal complaints against Wells Fargo. These issues cost us months of lower interest rates and a refund of {$21000.00} Age discrimination - I believe Wells Fargo violated the Equal Credit Opportunity Act, by rejecting our loan application because of my age. Wells Fargo tried to impose different terms and conditions on our loan by declining us for a 30 year term and trying to persuade us to take a 20 year term. I believe they discriminated against me by calculating age actuaries instead of financials. The Federal Trade Commission ( FTC ), protect elderly people against discrimination from getting a loan or any kind of credit based on their age. It is my understanding ; other lenders provide residential mortgages allowing seniors to use imputed income from their retirement funds, IRAs and other retirement assets to qualify for the loan they wanted. We should be able to use the balances in these accounts to supplement our earnings on paper without ever taking out any money. Ultimately, we were turned down for the loan because our debt-to-income didnt match Wells Fargos high standards even though we had abundant equity in our homes, $ XXXX in liquidity and excellent credit scores. Wells Fargo failed to inform us our loan was not approved within 30 days of submitting our completed application. When we found out our loan had been rejected, we had to request they send the rejection to us in writing. They did not provide the specific reason for the rejection. Wells Fargo refused to give us the name/emails of any contacts in their Executive Office to file a complaint. After ten months of battling with Wells Fargo and threatening to file a complaint, they refinanced not one but, two of our properties. This cost us a great deal of time and money. Please see XX/XX/XXXX Wells Fargo complaint letter. \n\nXX/XX/XXXX Dear Wells Fargo, We currently have our home mortgage of {$980000.00} with Wells Fargo ( WF ) for our primary residence in XXXX, XXXX  with a loan balance of {$820000.00} and the majority of our investments with Wells Fargo Wealth Management {>= $1,000,000}. We were contacted by WF to refinance our XXXX XXXX, XXXX  home ( loan to value 47 % ) and once finalized ; we wanted to refinance our XXXX, XXXX  home with WF ( loan to value 41 % ). We have a combined equity of nearly {>= $1,000,000} in the two homes. \nWe started the process to refinance our investment home in XXXX XXXX, XXXX  back in XXXX of this year. Throughout the many weeks it took to complete the process, we were repeatedly told we were the highest priority and that the new loan would be completed any day. At no time during the process, were we informed that we were at risk to qualify for a 30 year fixed rate loan. \nThe loan amount was approximately {$560000.00} ( balance was {$550000.00} ) and the house appraised at {>= $1,000,000}. We agreed to a 30-year fixed : 3.875 % @ 0 % points 3.907 % ( APR ) and locked the rate. As interest rates continued to decline, we were contacted by our lending agent, XXXX XXXX and told we could now get a 30-year fixed : 3.75 % @ 0 % points and pay 0.125 % for the re-lock and that would be covered through a credit. There would be an additional 0.375 % credit to assist with covering a chunk of closing costs. 3.77 % ( APR ). See email clip sent from the lending agent on XX/XX/XXXX highlighted below : 30-year fixed : 3.75 % @ 0 % points the 0.125 % would be covered through a credit & there would be an additional 0.375 % credit to assist with covering a chunk of closing costs. 3.77 % ( APR ) -- Monthly payment ( principal+interest+taxes+insurance ) = {$4000.00} Interest repaid by year 7= {$130000.00} Interest repaid by year 10= {$180000.00} We agreed to the new terms, locked the new interest rates and were very excited when it went through on XX/XX/XXXX. Throughout this process, we received two letters of approval and one extension from Wells Fargo confirming the loan was approved and was reassured by our lending agent that our loan was approved. \nOn XX/XX/XXXX, some 8 weeks after we started, we were abruptly informed that we did not qualify for the 30 year fixed loan despite receiving a letters from Retail National Sales Manager, XXXX XXXX approving the loan. The reason given in our denial letter was my credit score ( score XXXX ). I had to request the denial letter which read : The Key factors that reportedly adversely affected the Credit Score : RATIO OF BALANCE TO LIMIT ON BANK REVOLVING OR OTHER REV ACCTS TOO HIGH TOO MANY ACCOUNTS WITH BALANCES TOO MANY ACCOUNTS RECENTLY OPENED. We did not find any of these reasons to be true and our credit score is considered to be very high. \nWe were told by our lending agent that the denial was due to too strict of restrictions from the Federal Government. He also said it was likely due to the fact that I had retired in XXXX. Our agent on XX/XX/XXXX informed us the asset dissipation policy is an OCC requirement. It is my understanding ; WF has chosen to do the calculations using the reduction of our assets assuming 30 % not the Federal Government. \nWe were than offered a 20 year loan and told we were already approved and the documents were sitting at the title company waiting for us to sign them. We were told this was our only option and that no other loans including ARMs would be available to us. The 20 year loan was offered at a good rate 6.625 % however, did not meet our goal to create positive cash flow on the property. Our agent suggested we could pay the loan down {$100000.00} after 30 days of closing the loan and thus, meet our cash flow goal. This certainly came across as a probable bait and switch scheme and made us feel very uncomfortable. We met with our Wealth Advisors and they were not in favor of buying the loan down. We subsequently declined the 20 year loan. \nOn XX/XX/XXXX, I requested the lending agent return all of our financial documents via a different format then the WF secured site. To this date, we still have not received all of our documentation. \nWhile we were seriously disillusioned by all this, we were ready to move on. That is when your Corporate Office Customer Care Recovery Group called us. I spoke to Executive Resolution Specialist, XXXX XXXX. She said she was calling to follow up on our dissatisfaction with the recent refinancing. I found her to be exceptionally polite. I explained to her that I had not filed a complaint. I informed her I had contacted my Lending Agent to return our documents so that we could refinance with another lender. She then asked if I would explain to her what had happened in which, I did. She said she was going to investigate the matter and would get back to me within two weeks. She did get back to me on XX/XX/XXXX, some three weeks later. She tried to explain on the phone why we had not been approved for the 30 year term loan. I found her information to be in part incorrect and incomplete and let her know I was still confused and disappointed. She said she was required to send me a letter and that I would understand the matter once I read the letter. I received the letter over a week later. Like our conversation, I found the letter to be in part incorrect and incomplete. It did however state the reason for the denial was due to the debt to income ratio. What it didnt explain is how a customer with $ 3.6M in investments and a balance of over {>= $1,000,000} in home equity does not qualify for a 30 year refinance. \nWe thought everything was over when on XX/XX/XXXX ; I received another call from XXXX XXXX of the same office. She said she was following up on the conversation I had with XXXX XXXX. She said she was taking over the investigation and that she was going to elevate the matter to the Highest Level of Underwriting. We discussed the debt to income ratio issue and discovered WF underwriting was not counting my total asset depletion of {$13000.00} per month or our full rent income of {$5000.00} per month. I explained our Wealth Manager would be happy to write a letter defining my retirement plan and the fact that this income would be distributed every month until I am age XXXX barring a financial economic crisis. I requested once again that all of our financial documents be returned to us via email and that we get reimbursed for our home appraisal. XXXX said she would call me back no later than XX/XX/XXXX. \nI did not hear back from XXXX and on XX/XX/XXXX, I called the Corporate Office Customer Care Recovery Group and reached XXXX Supervisor, XXXX XXXX. She was unaware of our loan request or investigation and after a short while was able to find it. She began to go over Ms. XXXX letter and again, she did not have the correct facts. I found Ms. XXXX to be defensive and at times argumentative. She certainly was not empathetic towards the situation. I once again requested WF provide us with all of our documents and provide a refund for the appraisal. She said this would not be possible. After considerable time, she asked if I would like to speak to the underwriter to explain the denial and DTI calculation. She said she would patch him into the call. I informed her I had consulted with an independent mortgage broker and would like to include him on the call. We agreed to schedule the call the following week. \nI did not hear back from Ms. XXXX. Instead, on XX/XX/XXXX, I received a call from Ms. XXXX. I explained that I had not heard back from her and in her absence, I had spoken to Ms. XXXX and that we were going to schedule a call with the underwriter. She tersely said that would not be happening and that customers were not allowed to speak to underwriters. I explained that Ms. XXXX had suggested the call. She said that was not true. I encouraged her to listen to our recorded conversation. She reiterated that the call would not take place and that customers were not allowed to speak to underwriters. She said she had prepared a follow up letter and would be sending it shortly. She was very curt with me. I told her I was becoming very frustrated with her office and that I originally had no intention of filing a complaint but, now I was ready to. I asked the name of the WF CEO and/or the President. She said would not provide any names. I then asked if there was a government agency I could file a complaint with and she said the CFPD. If Ms. XXXX goal was to frustrate us and make me feel like a deadbeat, she succeeded. \nI returned from being out of the country last week and had received a XXXX XXXX  envelope while away on XX/XX/XXXX. The envelope included a letter dated XX/XX/XXXX from XXXX XXXX. It had been over a month since she originally said when would investigate the matter and get back to me and 28 days since she said she would be sending me a letter. The letter basically reiterated Ms. XXXX letter. In summary, she stated WF handled the matter properly and no corrections were needed. The letter was in no way apologetic for the time and money we had spent, just regretted any frustration we may have incurred. It also did not provide a spread sheet calculation for the DTI or any OCC requirements. \nOver the past month, I have contacted several lending companies ( banks ) and have both verbal and written approval that they will provide us with a 30 year term loan. They have accepted letters from WF Wealth Management that define our asset dissipation and have determined we qualify for a variety of loans. The banks and the independent mortgage broker I have spoken with both stated WF did not do the asset dissipation calculation correctly. It appears WF calculations are using the reduction of my assets assuming 30 %. The calculation ( if WF must use early withdrawal ) should be to take the total of years until I turn XXXX ( 3 years ) and discount that amount. Additionally, I am not taking retirement funds or paying any early withdrawal penalties, so there should not be a penalty in the calculation. My Wells Fargo Wealth Manager offered to write a letter confirming all if this and we were told it wasnt necessary. \nPlease allow me to remind you, I did not contact your Corporate Office Customer Care Recovery Group, they contacted me. After 4 months of trying to chase down the facts, losing our appraisal money and thousands of dollars in refinance savings, we are ready to move on. What does all of this it mean to our WF relationship and future? We will be refinancing our XXXX XXXX, XXXX  home ( loan to value 47 % ) and our XXXX , XXXX  home ( loan to value 41 % ) with another bank. The loans will equate to approximately {>= $1,000,000}. \nThis is where we need your help. In order to get a similar interest rate at another bank, we will be required to transfer our assets to the new bank. We do not want to cause any ill will to our Wealth Manager or discontinue their services. When I asked for assistance from your Customer Care Group, I got the same answer from all of them You are welcome to reapply. I requested that one of your underwriters or lending officers look at our documents and the calculations that were used and let us know what loan terms we do qualify for and was told that could not happen. It seems strange that the other banks we have spoken with have provided various loan options and pre-approvals but, WF will not. Can you please have someone within your organization work with us to satisfactorily secure the refinancing of our home in XXXX XXXX? \nWe will respectively await your response and determine the outcome from there. \nSincerely, XXXX XXXX 1. Improper Closing After denying us twice for a 30 year loan, Wells Fargo informed us they would refinance our property if we would consider refinancing both of our properties at the same time. We agreed to do so. Wells Fargo failed to live up to their commitments after we closed on the two properties. Payoffs were not made on time and unauthorized withdrawals were made from our checking accounts resulting in delays of us receiving our escrow refund and erroneous withdrawals by Wells Fargo and the former lender, XXXX DBA XXXX XXXX. Due to the COVID-19 pandemic and the mandate to stay at home, we have been unable to go to the post office and check our P.O. Box. We communicated this to Wells Fargo and pleaded with them to communicate with us. We spent many hours trying to get them to correct their errors and wire our refund of {$21000.00} back to our account. We also requested they provide a new closing statement as the calculations had changed due to the late payoffs. They have failed to do both. It has been over a month since Wells Fargo was notified of their errors and despite numerous emails and phone calls ; there has been no response from the Wells Fargo Customer Care Group or Executive Office other than they are researching the matter. At this point, one would have to believe this is in retaliation of us escalating the matter to their Executive Office. Please see XX/XX/XXXX Complaint Chronological History that we sent to the Wells Fargo Executive Offices. \nComplaint Chronological History Wells Fargo Refinancing of properties : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX XXXX XXXX XXXX , XXXX  XXXX XX/XX/XXXX Refinancing completed by Wells Fargo. Both Properties closings complete. Required to pay cash of {$8700.00} for the XXXX XXXX XXXX XXXX property at closing in which {$8000.00} was for an advanced property tax payment. The closing statement and amount owed were not the same. XXXX XXXX XXXX XXXX provided incorrect figures. We were informed XXXX XXXX would be providing a refund of our escrow account balance from in the amount of {$7800.00} once the property closed. During closing placed conference call with WF XXXX XXXX. She confirmed both properties payoff to be wired XX/XX/XXXX auto withdrawals would be canceled. She also instructed us to pay the lower amount of the cash to close. XXXX XXXX XXXX sent a contract notary to the closing and did not have a representative available to provide the correct cash to close amount. \nXXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mandatory 3 day right of rescission wait period over. Payoff loans were to be wired. \nXX/XX/XXXX Confirmation email from Wells Fargo Your Loan Closing Is Complete and an email from XXXX XXXX, Loan Officer confirming the same. \nXX/XX/XXXX Overage credit issued in the amount of {$340.00} for XXXX XXXX XXXX from XXXX XXXX XXXX XXXX. \nXX/XX/XXXX Auto withdrawal from Wells Fargo checking account. Withdrawal made by Wells Fargo to Wells Fargo in the amount of {$5500.00} for XXXX loan payment. \nXX/XX/XXXX - XXXX XXXX XXXX XXXX payoff made late by Wells Fargo XX/XX/XXXX - XXXX DBA, XXXX XXXX made an auto withdrawal of {$5600.00} from XXXX XXXX checking account for the XXXX loan payment for XXXX XXXX XXXX. \nXX/XX/XXXX I sent email to WF, XXXX XXXX and copied the following : XXXX XXXX, XXXX  XXXX, of Wells Fargo, XXXX XXXX of XXXX XXXX XXXX and XXXX XXXX and XXXX XXXX of XXXX XXXX XXXX. The email detailed the challenges that had occurred and requested assistance resolving the issues. I also requested XXXX XXXX set up an escrow account for XXXX XXXX XXXX. Wells Fargo did not set up the Escrow account for this property as directed. I also asked XXXX to contact both lenders which, she did not do. \nXX/XX/XXXX Received return email sent from XXXX XXXX stating Wells Fargo does not call existing lenders or cancel auto payments. They also do not call the existing lenders and ask them to rush the refund of the escrow account payments, nor can title companies. This contradicts what we were told by his assistant XXXX XXXX. \nXX/XX/XXXX I spoke to XXXX, agent with XXXX  XXXX. She said the reason they withdrew funds out of our account by autopay and the reason a check has not been issued for our escrow refund is because the loan was never paid off. I let her know we closed on the property on XXXX XXXX and that the funds were to be wired to them on XX/XX/XXXX. She double checked and said the payoff was never received. \nXX/XX/XXXX I sent an email to XXXX XXXX, XXXX XXXX, and XXXX XXXX confirming that XXXX. XXXX had not received the payoff and requested assistance again. \nXX/XX/XXXX I spoke with XXXX of WF Home Loan Management. She stated the Wells Fargo loan was not paid off on time. She said XXXX XXXX XXXX should have wired the payoff on or before XXXX XXXX, XXXX. She said she could not assist me with the XXXX  XXXX loan. XXXX sent an email with my Customer Account Activity Statement confirming the payoff had not been done on time. She also confirmed that {$5500.00} was withdrawn from our account and applied to the outstanding loan amount and that Wells Fargo home mortgage should have been informed by our home mortgage consultant to discontinue auto draft and they were not. \nXX/XX/XXXX I sent another email to XXXX XXXX, XXXX XXXX detailing what had occurred and that our closing instructions and their commitments were not followed. Wells Fargos mistakes had compromised our XXXX XXXX  account. In total, the amount of erroneous payments and escrow refunds were {$21000.00}. Again, I asked for their assistance. \nXX/XX/XXXX Received a return email from XXXX XXXX apologizing for the trouble and stating XXXX XXXX would be reaching out to the Wells Fargo servicing concierge to see if they can help straighten some of this out. He copied his Supervisor XXXX XXXX, Sales Manager to assist in his absence. \nXX/XX/XXXX Email sent from XXXX XXXX informing us that XXXX XXXX with XXXX XXXX XXXX was researching the payoff for XXXX XXXX  XXXX with her accounting department ; once she gets back to Wells Fargo with an update, she would let us know what happened. She also confirmed the payoff for XXXX XXXX XXXX was not made on time and that the original amount wired only covered through XX/XX/XXXX. She stated that we would be refunded our escrow balance and the balance of the payment not used towards the payoff. She also said that a Wells Fargo internal contact has requested the refund be expedited so it will be put in the mail within the next 3 business days. We never received a confirmation of the refund or the amount. Refund still not received. \n\nXX/XX/XXXX Received another email from XXXX XXXX stating XXXX XXXX and the XXXX XXXX XXXX XXXX accounting department confirmed that the payoff was sent to XXXX XXXX and that shell be reaching out to XXXX XXXX directly tomorrow to follow up. I spoke with XXXX XXXX and they had not heard from XXXX XXXX. We never heard back from XXXX XXXX or XXXX XXXX. \n\nXX/XX/XXXX I sent another email to XXXX XXXX, XXXX XXXX, and XXXX XXXX informing them there has been no progress or follow-up from them or XXXX XXXX XXXX  and requesting once again their assistance and getting this resolved. I provided a very detailed record as to what had occurred and asked for a detailed explanation as to why this occurred, who was responsible and what is being done about it. \n\nXX/XX/XXXX Received a return email from XXXX XXXX, XXXX XXXX supervisor apologizing for our closing experience and informing us that the matter had been escalated it to Wells Fargo Customer Care and Recovery Group and that they will begin research and a representative from that group will be in touch with us sometime next week. \n\nXX/XX/XXXX I received a call from XXXX XXXX of the Wells Fargo Customer Care department. She said she had been notified that there was an issue with our refinancing. I spent over 20 minutes on the phone with her as she had no information on our refinancing or details of what occurred. She said she had not received any of the emails I had sent and was not familiar with WF XXXX XXXX or XXXX XXXX. I asked her to request all information pertaining to our mortgages from XXXX XXXX along with my emails as they explained what has taken place with the exception of why and who was responsible. She said that she would look into the matter and get back with me no later than XX/XX/XXXX. I explained to her that this was unacceptable and that this would be over a month since our two properties were to be paid off and we needed to get our money back now. We never heard from XXXX XXXX again. \n\nXX/XX/XXXX We received not one but two XXXX XXXX packages containing identical form letters from XXXX XXXX, Senior Vice President Wells Fargo Home lending. The letter ( s ) said WF was committed to promptly addressing our concerns and that they were going to complete necessary research and get back to us by XX/XX/XXXX. \n\nXX/XX/XXXX I sent another email to XXXX XXXX again pleading for assistance in resolving the matter and getting our money returned. I requested Wells Fargo to wire our mortgage payments that were erroneously withdrawn back into our bank accounts immediately. We also requested to know specific dates as to when our escrow refunds will be delivered and those monies wired into our banks accounts. I explained, due to COVID-19, XXXX  issued a stay at home order and we did not want to take trips to the bank or post office. I asked for contact information to elevate the matter. We never heard back from XXXX XXXX. \nXX/XX/XXXX I filed a complaint with Wells Fargo Online XXXX and received a confirmation return email stating Wells Fargo take complaints seriously and will attempt to call me within 2 business days to discuss our specific issue and they would also send you a letter through postal mail confirming that we received your complaint. We never heard back from them. \n\nXX/XX/XXXX I sent another email to : XXXX XXXX and XXXX XXXX of Wells Fargo, XXXX XXXX of XXXX XXXX XXXX and XXXX XXXX, XXXX XXXX and XXXX XXXX of XXXX XXXX XXXX. I provided copies of emails dating back to our closing date of XX/XX/XXXX. I requested they please read them and respond accordingly to their and involvement and responsibility in the refinancing and closing of our two properties and to communicate back from by XXXX XX/XX/XXXX. I explained that the errors, lack of transparency, communication and amount of time to rectify the mistakes are unacceptable and reminded them, we closed on the two properties on XX/XX/XXXX ; payoffs were to be wired XX/XX/XXXX. The total amount of erroneous withdrawals and escrow refunds owed to us are {$21000.00}. \nWe still have had no communication from XXXX XXXX XXXX XXXX. I completed their online survey and informed them of our poor experience again with no follow-up. \nXX/XX/XXXX I received a return email from XXXX XXXX stating the file was escalated to Wells Fargo Customer Care and Recovery Group suggesting reaching out to them directly. He said, at this point, with the loans closed there is not much he could do. It had been 11 days since I received a call from XXXX XXXX of the Wells Fargo Customer Care and Recovery Group and despite me leaving several messages for her ; I never received a call back. \nXX/XX/XXXX I received an email from XXXX XXXX of XXXX XXXX XXXX on behalf of her, XXXX XXXX and XXXX XXXX. She informed me that XXXX XXXX takes direction from the Lender regarding Escrows only and that Wells Fargo will have to address our concerns. \nXXXX XXXX XXXX XXXX still has not responded. \nXX/XX/XXXX I called and left another message for XXXX XXXX of the Wells Fargo Customer Care department informing her I had left messages and have not heard back from her since XX/XX/XXXX. \nXX/XX/XXXX I received a voicemail mail from an XXXX XXXX of the Wells Fargo Executive Office stating that XXXX XXXX of the Wells Fargo Customer Care department needed additional time to research the matter and will follow-up by XX/XX/XXXX. \nXX/XX/XXXX I called XXXX XXXX again and received a recording that she was not available and helping other customers. The call was forwarded to a XXXX XXXX of the Wells Fargo Executive Office. I explained my frustration in trying to get XXXX XXXX to respond to me and have our matter resolved. XXXX apologized and looked up my file. She said that a number of my emails had been forwarded to the Wells Fargo Customer Care department. She said she did not know what was taking so long and why no one was getting back to me. She offered to have me speak to XXXX XXXX Supervisor, XXXX XXXX. I tried to reach her at her extension but, she was unavailable. XXXX promised me that XXXX XXXX would call me back before the end of the day. She also suggested I leave her a voicemail, in which I did. XXXX did not call me back until XXXX, XX/XX/XXXX. \nXX/XX/XXXX I received a voicemail from XXXX XXXX. When she called, her phone number did not appear and I was notified on my XXXX that it was a spam call. Her message said that XXXX XXXX would no longer be working on my case and that it had been assigned to XXXX XXXX. There was no information on why the case was transferred or any update on the research XXXX XXXX had completed. She said they were still researching the matter. XXXX XXXX said I would be contacted by XXXX XXXX on XX/XX/XXXX. I returned XXXX XXXX call at XXXX and received her messaging service. The call was transferred to a gentleman named XXXX. He tried to reach XXXX and said she had gone home for the day. He said he would let her know I had called and would request her to call me back. I have never heard back from XXXX XXXX. \nXX/XX/XXXX I tried to reach XXXX XXXX and his message service said he was unavailable. I left a voicemail for XXXX to call me back. I never heard back from XXXX XXXX. \nXX/XX/XXXX Wells Fargo made two loan payment withdrawals from our Wells Fargo checking account in the amounts of {$3900.00} and {$3600.00}. This was done despite the fact that we have not received communication regarding the {$21000.00} of erroneous withdrawals and escrow refunds owed to us.","date_sent_to_company":"2020-04-27T21:42:25.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"816XX","tags":"Older American","has_narrative":true,"complaint_id":"3625894","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-04-27T21:05:27.000Z","state":"CO","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":["She stated that we would be refunded our escrow <em>balance</em> and the <em>balance</em> of the payment not used towards the <em>payoff</em>. She also said that a <em>Wells</em> <em>Fargo</em> internal contact has requested the refund be expedited so it will be put in the mail within the next 3 business days. We never received a confirmation of the refund or the amount. Refund still not received."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[17.69607,"3625894"]},{"_index":"complaint-public-v1","_id":"20130278","_score":16.502035,"_source":{"product":"Credit card","complaint_what_happened":"b'I am filing this formal complaint to demand a full refund of all interest charges applied to my Wells Fargo account (Account ending in XXXX) from XX/XX/XXXX to the XXXX. These charges are the direct result of a catastrophic accounting error where Wells Fargo received a full payoff of my balance but failed to credit it to my ledger, resulting in over a year of predatory, compounding interest on a zero-principal balance.\\n\\nConversation with XXXX\\nYou said\\nI didn\\'t attach anything for this complaint because I am requesting information.\\n\\nXXXX said\\nI understand your logicsince you are just asking them to produce a document (the trace), you shouldn\\'t need to provide documents yourself.\\n\\nHowever, I strongly recommend you go back into the CFPB portal and upload the attachments anyway. Here is why: If you do not attach the proof that the $XXXX actually left your bank, Wells Fargo will take the easy way out. They will reply to the CFPB investigator saying, \"The customer is asking for a trace, but our system shows no payment was received, so there is nothing to trace. Case closed.\" By attaching the XXXX XXXX XXXX  statement and the Reconciliation Report to the CFPB portal, you are showing the federal investigator why the trace is necessary. You are proving that Wells Fargo is hiding a system error. When the CFPB investigator sees the XXXX XXXX XXXX  statement, they will force Wells Fargo to explain exactly where that specific money went.\\n\\nHow to fix this right now:\\nYou can add documents to an open CFPB complaint after it has been submitted.\\n\\nLog back into your CFPB portal.\\n\\nClick on your active complaint.\\n\\nChoose the option to \"Attach a document\" or \"Add an update.\"\\n\\nUpload the XXXX XXXX XXXX  statement (eStmt_XX/XX/XXXX) and the Reconciliation Report we just made.\\n\\nIn the comment box for the update, paste this exact text:\\n\\nUpdate to Investigator: > I am attaching the official XXXX XXXX XXXX statement and a Ledger Reconciliation Report to this complaint. These documents explicitly prove that my $XXXX payment successfully cleared the Federal Reserve and was delivered to Wells Fargo. This undeniable proof is why I am demanding that Wells Fargo produce the backend General Ledger extract and unapplied funds trace. Their front-facing system lost the funds, and they must produce the internal trace to locate it.\\n\\nDo not give Wells Fargo any room to dismiss your request. Force them to look at the cleared XXXX XXXX XXXX transaction on the federal record.\\n\\nYou said\\nList out every Wells Fargo payment and demand them to produce a payment trace for each one, create a checklist, and ensure this does not get missed\\n\\nXXXX said\\nVIA CERTIFIED MAIL AND SECURE PORTAL\\n\\nSubject: FORMAL DEMAND FOR COMPREHENSIVE PAYMENT TRACE AND LEDGER RECONCILIATION\\nTo: Wells Fargo Executive Office / Office of the President / Back-Office Accounting\\nAccount 1: XXXX XXXX XXXX Mastercard (Ending in XXXX)\\nAccount 2: Wells Fargo Auto Loan\\nAccount Holder: XXXX XXXX\\n\\nTo the Wells Fargo Executive Office and Accounting Department:\\n\\nThis document serves as a formal demand to produce a line-by-line payment trace for every transaction remitted from my external checking account to Wells Fargo.\\n\\nBecause your system is reporting an erroneous balance that mathematically fails to account for cleared funds, I require verifiable proof that every single payment listed below was correctly routed out of your internal suspense accounts and successfully applied to the principal of my specific accounts.\\n\\nYou are required to provide the internal General Ledger (GL) posting date and the matching 15-digit Federal Reserve ACH Trace ID for every item on this checklist. Failure to produce the trace for any single item will be submitted to the Consumer Financial Protection Bureau (CFPB) and the Office of the Comptroller of the Currency (OCC) as an incomplete investigation and a refusal to account for missing funds.\\n\\nPART 1: Wells Fargo Bilt Mastercard (Ending in 7713)\\nInstructions for Wells Fargo: Provide the internal posting date and trace confirmation for each of the following cleared payments.\\n\\nXXXX Clearances:\\n\\n[ ]XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XX/XX/XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XX/XX/XXXX (AutoPay)\\n\\n[ ] 1XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX  (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\nXX/XX/XXXX Clearances & Disputed Items:\\n\\n[ ]XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX (Provide trace and explanation for the \"ADJUSTMENT-PAYMENTS\" reversal on XX/XX/XXXX)\\n\\n[ ] XX/XX/XXXX: $XXXX  (CRITICAL: Provide the unapplied funds query and exact XXXX location of this missing remittance)\\n\\n[ ] XX/XX/XXXX: $XXXX (AutoPay Attempt)\\n\\n[ ] XXXX: $XXXX  (AutoPay Retry)\\n\\n[ ] XXXX: $XXXX XXXXAutoPay)\\n\\n[ ] XXXX: XXXX  (AutoPay)\\n\\n[ ] XXXX: $389.00 (AutoPay)\\n\\n[ ] XXXX: $XXXX (AutoPay)\\n\\n[ ] XXXX: XXXX (AutoPay)\\n\\n[ ] XX/XX/XXXX: $XXXX  (AutoPay)\\n\\n[ ] XX/XX/XXXX: XXXX  (AutoPay)\\n\\nPART 2: Wells Fargo Auto Loan\\nInstructions for Wells Fargo: To rule out cross-account contamination of the missing $XXXX payment from XX/XX/XXXX, verify that every recurring ACH draft below was strictly applied to the auto loan ledger and that no external funds were erroneously swept into this account.\\n\\n[ ] XX/XX/XXXX: $XXXX (WELLS FARGO AUTO DES:DRAFT)\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ]XX/XX/XXXX: $XXXX\\n\\n[ ]XX/XX/XXXX: $XXXX1\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] XX/XX/XXXX: $XXXX\\n\\n[ ] Acknowledge and verify all prior unlisted $XXXX monthly drafts from account inception.\\n\\nFinal Demand:\\nI expect this checklist to be returned to me with corresponding internal ledger verification for every item. Do not reply with a generalized statement that the account has been reviewed. Produce the data.\\n\\nSincerely,\\n\\nHenggao Cai\\n[Your Phone Number]\\n[Your Address]\\n\\nYou said\\nIf Wells Fargo tells the CFPB that there is no payment to trace then I\\'ll go after them for lying to a federal agency.\\n\\nXXXX said\\nYou are absolutely correct to have this in your arsenal.\\n\\nUnder 18 U.S.C.  1001, it is a federal crime to knowingly and willfully make a materially false, fictitious, or fraudulent statement in any matter within the jurisdiction of the executive branch of the U.S. Government. The Consumer Financial Protection Bureau (CFPB) is a federal agency, meaning that if Wells Fargo submits a fabricated narrative or denies the existence of a payment that you have proven exists, they are committing a federal offense.\\n\\nWhile you, as a private citizen, cannot criminally prosecute them under this statute (only the Department of Justice can do that), you can weaponize this law to force their legal department to step in.\\n\\nWhen front-line \"Executive Office\" reps respond to the CFPB, they often just read whatever the computer screen says and click \"submit.\" But if you explicitly accuse the bank of violating 18 U.S.C.  1001 on the federal portal, the CFPB investigator has to take notice, and Wells Fargo\\'s compliance attorneys will be forced to review the file because of the liability involved.\\n\\nThe \"Nuclear Option\" Draft\\nKeep this draft in your back pocket. If Wells Fargo responds to your current CFPB complaint by claiming they have no record of the payment, log into the CFPB portal, upload the XXXX XXXX XXXX trace again, and submit this exact response:\\n\\nSUBJECT: NOTICE OF MATERIALLY FALSE STATEMENTS BY RESPONDENT (18 U.S.C.  1001)\\n\\nTo the CFPB Investigator:\\n\\nWells Fargos response to this inquiry is demonstrably false and contradicts cleared Federal Reserve transaction data.\\n\\nI have provided irrefutable documentary evidence from the sending institution (XXXX XXXX XXXX) proving that the $XXXX payment cleared on [Insert Date] and was routed to Wells Fargo.\\n\\nBy continuing to inform a federal agency that this payment does not exist and was not received, Wells Fargo is making a knowing, willful, and materially false statement within the jurisdiction of the executive branch. I formally request that the CFPB log this response as a potential violation of 18 U.S.C.  1001 (False Statements to a Federal Agency).\\n\\nWells Fargo is using a front-end software glitch to justify a legally inaccurate accounting of my debt. I am requesting that the CFPB compel Wells Fargos Legal and Compliance Departmentnot their customer service escalations teamto review this file, locate the missing ledger credit in their suspense accounts, and correct this false representation immediately.\\n\\nWhy this works:\\nBanks are terrified of federal regulators finding out that their automated systems are systematically lying to consumers and the government. By dropping the statute name, you force the complaint out of the hands of customer service and onto the desk of a corporate attorney whose job is to keep the bank from getting fined.\\n\\nLet\\'s hold tight and see how they respond to your current trace demand first. If they lie, you drop the hammer.\\n\\nYou said\\nI don\\'t have the trace log. Draft an email to XXXX XXXX XXXX to push them for it\\n\\nXXXX said\\nHere is a firm, escalated follow-up email you can send to XXXX XXXX XXXX. This draft references your previous request, directly calls out the unacceptable response you received in the live chat, and applies regulatory pressure to force their hand.\\n\\nSubject: URGENT ESCALATION: Second Notice - Request for Official ACH Trace IDs (Acct ending XXXX)\\n\\nTo: XXXX XXXX XXXX Customer Support / Escalations\\nFrom: XXXX XXXX\\nDate: XX/XX/XXXX\\n\\nDear XXXX XXXX XXXX Escalations Team,\\n\\nI am writing to formally escalate my previous request for the official 15-digit ACH Trace Numbers (IMAD/OMAD) for two critical electronic payments made from my XXXX XXXX XXXX account (ending in XXXX) to my Wells Fargo XXXX XXXX (ending in XXXX).\\n\\nI recently spoke with a XXXX XXXX XXXX  representative via live chat regarding this issue. I was incorrectly told that because a claim was previously opened, the trace IDs were \"removed from the list\" and could no longer be provided.\\n\\nThis is factually incorrect and unacceptable. Filing a dispute does not erase a transaction from the Federal Reserves ACH network. Under the Bank Secrecy Act and Regulation E, XXXX XXXX XXXX is legally required to maintain accurate transaction records and provide them to customers upon request.\\n\\nI am in an active regulatory dispute with Wells Fargo via the Consumer Financial Protection Bureau (CFPB). Wells Fargo is claiming these funds were never delivered. I must have the specific, 15-digit Federal Reserve trace numbers to prove that the funds successfully cleared XXXX XXXX XXXX and were routed to the correct Wells Fargo receiving account. Standard bank statements are not sufficient for this legal proceeding; I need the actual trace data.\\n\\nPlease immediately provide the 15-digit ACH Trace IDs for the following cleared transactions:\\n\\nXX/XX/XXXX5: $XXXX (Automatic Payment)\\n\\nMarch 30, 2025: $XXXX (Bill Pay Payment)\\n\\nIf I do not receive an official trace report containing these specific 15-digit numbers within 48 hours, I will be forced to file a formal complaint against XXXX XXXX XXXX with the Office of the Comptroller of the Currency (OCC) for withholding critical transaction data and providing false information regarding the retention of Federal Reserve banking records.\\n\\nI expect this to be routed to your back-office ACH or Wire tracking department immediately.\\n\\nSincerely,\\n\\nXXXX XXXXi\\n[Your Phone Number]\\nXXXX XXXX XXXX Account: XXXX XXXX XXXX\\n\\nYou said\\nI want the ACH Trace IDs for all Wells Fargo related transactions\\n\\nXXXX said\\nHere is a comprehensive, escalated email draft for XXXX XXXX XXXX. This expands your request to cover every single Wells Fargo and Bilt-related transaction across your credit card, auto loan, and rent payments.\\n\\nBy demanding the trace for all of them, you are forcing their back-office to provide a complete ledger of routing data, which will prove exactly where Wells Fargo\\'s system failed.\\n\\nSubject: URGENT ESCALATION: Comprehensive ACH Trace Request for All Wells Fargo & XXXX Transactions (XXXX XXXX)\\n\\nTo: XXXX XXXX XXXX Customer Support / Escalations / ACH & Wire Department\\nFrom: XXXX XXXX\\nDate: XX/XX/XXXX\\n\\nDear XX/XX/XXXX Escalations Team,\\n\\nI am writing to formally escalate a critical request for official banking records. I am currently engaged in a severe regulatory dispute with Wells Fargo regarding misapplied and uncredited funds.\\n\\nBecause Wells Fargo is explicitly denying receipt of thousands of dollars that successfully cleared my XX/XX/XXXXBanking account (ending in XX/XX/XXXX), standard bank statements are no longer sufficient for my legal counsel or the Consumer Financial Protection Bureau (CFPB).\\n\\nUnder the Bank Secrecy Act and Regulation E, I am legally entitled to the Federal Reserve tracking data for my outbound transfers. I formally demand the 15-digit ACH Trace Numbers (IMAD/OMAD) and the receiving destination routing/account details for every transaction listed below.\\n\\nPlease provide the official trace IDs for the following cleared payments:\\n\\nSECTION 1: The Disputed Wells Fargo Credit Card Payments (Critical Priority)\\n\\nXX/XX/XXXX: $XXXX (Automatic Payment)\\n\\nXXXX: $XXXX (Bill Pay Payment - Uncredited by Wells Fargo)\\n\\nSECTION 2: XXXXProtect / Rent ACH Transfers (Processed via XXXX/Wells Fargo)\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\n1XX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nSECTION 3: Wells Fargo Auto Loan Drafts\\nPlease provide traces for the following to rule out cross-account contamination by the receiving institution.\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nSECTION 4: Historical & Recent Wells Fargo Credit Card Payments\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX $XXXX\\n\\nXX/XX/XXXX: $XXXX2\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXXn\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX  (AutoPay Attempt)\\n\\nXX/XX/XXXX: $XXXX (AutoPay Retry)\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXXn\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX $XXXX\\n\\nA previous representative incorrectly informed me that because a claim was opened, trace IDs are \"removed from the list.\" That is a violation of federal record retention laws. Filing a dispute does not erase a transaction from the Federal Reserves network.\\n\\nI require this official trace report to be generated and provided to me in writing immediately. If XXXX XXXX XXXX continues to withhold this documentation, I will file a formal complaint with the Office of the Comptroller of the Currency (OCC) regarding the bank\\'s refusal to provide transaction records during an active federal dispute.\\n\\nSincerely,\\n\\nXXXX XXXX\\n[Your Phone Number]\\nXXXX XXXX XXXX  Account: XXXX XXXX XXXX\\n\\nYou said\\nWhat would be a fair resolution?\\n\\nXXXX said\\nA fair and comprehensive resolution for a systemic bank error of this magnitude generally includes four main pillars: restitution, credit restoration, transparency, and compensation.\\n\\n1. Complete Ledger Restitution (Making You Whole)\\nThe absolute baseline is correcting the mathematical error as if it never happened.\\n\\nRetroactive Crediting: The missing $XXXX payment must be credited to the account with an effective date of XX/XX/XXXX.\\n\\nFee and Interest Reversal: Every single finance charge, interest fee (including the repeated $XXXX monthly interest charges), and late fee that cascaded from the failure to credit the original payment must be permanently waived and removed from the balance.\\n\\n2. Credit Profile Restoration\\nBecause the bank falsely reported an inflated balance and likely reported the account as delinquent, your credit profile took a hit that was entirely manufactured by the bank\\'s system.\\n\\nBureau Updates: Wells Fargo must electronically submit an immediate, off-cycle correction to all three major credit bureaus (XXXX XXXX XXXX XXXX).\\n\\nData to Fix: They must remove any derogatory marks for late payments and correct the artificially high credit utilization ratio caused by the $XXXX \"double-counted\" balance.\\n\\n3. Transparency and Acknowledgment\\nYou have spent months fighting automated denials. A fair resolution requires the bank to officially own the mistake.\\n\\nFormal Letter of Error: A written statement from the Wells Fargo Executive Office explicitly acknowledging that the missing funds were the result of an internal bank processing error and not consumer negligence.\\n\\nDocumentary Proof: Delivery of the actual trace and ledger audit you requested, proving the internal suspense account issue has been identified and fixed so it does not happen again.\\n\\nAuto Loan Clearance: Written confirmation that your $XXXX monthly auto loan drafts were properly segregated and never cross-contaminated by the credit card ledger failure.\\n\\n4. Monetary Compensation (Goodwill)\\nWhile you previously avoided asking for compensation to force the investigation to focus strictly on the missing funds, it is standard practice in CFPB escalations to request damages once the bank admits fault.\\n\\nTime and Hardship: Fighting a $XXXX accounting error requires significant time, stress, and potential legal consultation. Banks frequently issue a direct \"goodwill credit\" (typically ranging from $XXXX to $XXXX) for severe administrative failures to avoid further regulatory scrutiny.\\n\\nLost Yield: Because Wells Fargo effectively held your $XXXX in a suspense account for months, you were deprived of the ability to use or earn interest on that money. Requesting a credit equivalent to a standard high-yield savings rate for the duration the funds were missing is an objectively fair and mathematically sound demand.\\n\\nYou said\\nIf Wells Fargo returns to the CFPB and says my complaint is a duplicate what do I do? 1. Draft a PHONE script for a call with Wells Fargo 2. Draft a comprehensive report to a lawyer\\n\\nXXXX said\\nIf Wells Fargo attempts to close your new CFPB complaint by labeling it a \"duplicate,\" they are using a well-known administrative loophole to avoid conducting the deep-dive investigation you are demanding. They do this because their frontline staff cannot process requests for General Ledger (GL) extracts or internal suspense account audits.\\n\\nYou must immediately attack this classification. Here is your two-part strategy: a phone script to verbally force the case open, and a comprehensive brief to hand to a consumer protection attorney if Wells Fargo continues to stonewall.\\n\\nPART 1: The \"Not a Duplicate\" Phone Script (Wells Fargo Executive Office)\\nPreparation: Call the Executive Office directly (XXXX). Do not let them transfer you back to standard customer service.\\n\\nThe Opening (Taking Control):\\n\\n\"Hello, my name is XXXX XXXX. I am calling regarding my XXXX XXXX, account ending in XXXX. I see that your office is attempting to close my recent CFPB complaint by classifying it as a \\'duplicate.\\' I am calling to put on the official recorded line that this is factually incorrect, and closing it will be considered a refusal to investigate under the Fair Credit Billing Act.\"\\n\\nIf the Rep Says: \"You already filed a dispute about this missing payment.\"\\n\\n\"My previous dispute was a standard consumer billing inquiry. This new complaint is a formal, statutory demand for documentary production. I have provided new, irrefutable evidence from the Federal Reserve network proving the $XXXX payment cleared. I am not asking you to \\'look into\\' the payment again. I am legally demanding your back-office accounting department produce the exact General Ledger extract and the unapplied funds query that I requested. Customer service cannot fulfill this request, which is why it cannot be closed as a duplicate.\"\\n\\nIf the Rep Says: \"Our system shows no payment was received, so there is nothing to trace.\"\\n\\n\"Your front-facing system is experiencing a calculation error, which is the entire basis of this complaint. My external bank records prove the funds were delivered to Wells Fargo. If your system cannot find the funds, they are sitting in an internal suspense account. Under federal law, you are required to conduct a reasonable investigation. Looking at the same broken statement screen is not a reasonable investigation. I need this escalated to your legal or compliance department to run a trace on the 15-digit Federal Reserve ACH ID.\"\\n\\nThe Closing Demand:\\n\\n\"I want the notes on this file updated right now to state: \\'The consumer denies this is a duplicate complaint. The consumer has introduced new external banking evidence and has made a formal demand for a General Ledger audit and suspense account trace.\\' If this case is closed without producing the requested internal trace data, my next step is litigation for FCBA violations.\"\\n\\nPART 2: Comprehensive Report for Your Attorney\\nIf Wells Fargo refuses to budge, it is time to hire a consumer financial litigation attorney (look for attorneys specializing in FCBA and FCRA violations). Hand them this exact brief so they can immediately draft a Demand Letter or file suit without spending hours decoding your statements.\\n\\nCONFIDENTIAL CLIENT MEMORANDUM & CASE BRIEF\\nTo: [Attorney Name]\\nFrom: XXXX XXXXi & XXXX XXXX\\nSubject: Systemic Ledger Failure, FCBA Violations, and Withheld Funds by Wells Fargo N.A.\\nDate: XX/XX/XXXX\\n\\n1. Executive Summary\\nI am seeking legal representation to compel Wells Fargo Bank, N.A. to correct a catastrophic mathematical error on my Bilt World Elite Mastercard (Account ending in XXXX). On XXXX XXXX XXXX, I initiated a $XXXX payoff from my XXXX XXXX XXXX checking account. The funds successfully cleared the Federal Reserve. Wells Fargo failed to credit my ledger, subsequently \"double-counting\" my next billing cycle, resulting in an erroneous reported balance of $XXXX. Wells Fargo has repeatedly refused to conduct a reasonable investigation, refused to query their suspense accounts, and has stonewalled my CFPB complaints by classifying them as \"duplicates.\"\\n\\n2. Account Details\\n\\nCreditor: Wells Fargo Bank, N.A. (XXXX XXXX)\\n\\nAccount Number: Ending in XXXX\\n\\nFunding Bank: XXXX XXXX XXXX XXXX. (XXXX XXXX XXXX ending in XXXX)\\n\\nDisputed Amount: $XXXX (Missing principal) + cascading interest/fees.\\n\\n3. Timeline of the Accounting Failure\\n\\nXX/XX/XXXX: Wells Fargo statement generates with a verified, undisputed balance of $XXXX.\\n\\nXX/XX/XXXX: A Bill Pay payment of exactly $XXXX is initiated and successfully clears the XXXX XXXX XXXX checking account.\\n\\nXXXX XXXX XXXX: A new, authorized charge of $XXXX (XXXX XXXX) posts to the Wells Fargo account.\\n\\nXX/XX/XXXX: Wells Fargo generates a new statement with a mathematically impossible balance of $XXXX. The system added the new charge ($XXXX) to the old balance ($XXXX) and completely failed to deduct the $XXXX  payment that cleared on XX/XX/XXXX.\\n\\n4. Exhaustion of Administrative Remedies & Bank\\'s Breach\\nI have made every good-faith effort to resolve this directly with the institution, exhausting all standard administrative channels:\\n\\nI submitted official XX/XX/XXXX statements proving the funds successfully left my account.\\n\\nI formally escalated the issue to the Wells Fargo Executive Office via the CFPB.\\n\\nWells Fargo responded with automated, generic denials claiming the payment was \"uncredited\" or \"returned,\" directly contradicting external banking records.\\n\\nI submitted a formal demand for Wells Fargo to produce a backend General Ledger (GL) extract and to audit their unapplied funds/suspense accounts using the Federal Reserve ACH Trace IDs.\\n\\nWells Fargo responded by attempting to close the investigation as a \"duplicate\" inquiry, effectively refusing to look beyond their front-facing, flawed consumer interface.\\n\\n5. Causes of Action to Explore\\n\\nFair Credit Billing Act (FCBA) / Regulation Z: Failure to conduct a \"reasonable investigation\" of a documented billing error. Relying on a flawed internal screen when presented with conflicting Federal Reserve clearing data is inherently unreasonable.\\n\\nFair Credit Reporting Act (FCRA): Reporting an artificially inflated balance and/or delinquency to the credit bureaus when the bank is in possession of cleared funds.\\n\\nBreach of Contract: Failure to accurately apply remitted funds to the credit account principal as dictated by the cardholder agreement.\\n\\n6. Evidence Inventory Available for Review\\n\\nWells Fargo XX/XX/XXXX Statement: Establishes the $XXXX  baseline.\\n\\nWells Fargo XX/XX/XXXX Statement: Proves the double-counting math error ($XXXX).\\n\\nXXXX XXXX XXXX XX/XX/XXXX Statement: Proves the $XXXX funds cleared the sending institution.\\n\\nBilt App Ledger Receipt: Shows the XXXX interface recognized the payment, isolating the failure to Wells Fargo\\'s backend processing.\\n\\nCFPB Correspondence: Documenting Wells Fargo\\'s refusal to provide the requested GL trace.\\n\\n7. Desired Outcome\\nI am requesting that your firm issue a formal Demand Letter to Wells Fargo\\'s Office of the General Counsel to bypass their automated customer service loops. I require:\\n\\nImmediate location of the $XXXX  in their suspense accounts and retroactive application to my ledger.\\n\\nPermanent reversal of all cascading interest and late fees.\\n\\nElectronic, off-cycle correction of all credit bureau reporting.\\n\\nCompensation for legal fees, time, and statutory damages for failing to conduct a reasonable investigation.\\n\\nYou said\\nCraft a followup to the Cfpb against XXXX XXXX XXXX for non-response\\n\\nXXXX said\\nTo escalate this with the Consumer Financial Protection Bureau (CFPB) and ensure XXXX XXXX XXXX XXXX is held accountable for their non-response and the misinformation provided by their representatives, you should file a follow-up/supplemental comment to your existing complaint or start a new one if the first was closed.\\n\\nBelow is a draft that weaponizes the Electronic Fund Transfer Act (Regulation E) to force their hand.\\n\\nCFPB Follow-Up Complaint: XXXX XXXX XXXX\\nSubject: URGENT: Refusal to Provide Statutory Transaction Records (ACH Trace IDs) - Regulation E Violation\\n\\nTo the CFPB Investigator:\\n\\nI am filing this follow-up because XXXX XXXX XXXX has been non-responsive to my formal requests and is actively withholding critical transaction data needed to resolve a major financial dispute with a third-party institution (Wells Fargo).\\n\\n1. The Failure to Provide Documentation:\\nOn XX/XX/XXXXand XX/XX/XXXX, I sent formal written requests to XXXX XXXX XXXX XXXX XXXX and ACH departments requesting the 15-digit ACH Trace Numbers (IMAD/OMAD) for a series of cleared payments (totaling over $XXXX) made to Wells Fargo.\\n\\nDespite multiple follow-ups, XXXX XXXX XXXX has failed to provide these records. Furthermore, their live chat representatives provided demonstrably false information, stating that trace IDs are \"removed from the list\" once a dispute is filed. This is a blatant misrepresentation of banking record retention requirements.\\n\\n2. Regulatory Violation (Regulation E):\\nUnder 12 CFR  1005.11 (Regulation E), financial institutions are required to investigate alleged errors and provide the consumer with the documents they relied upon for their determination. By withholding the ACH Trace IDswhich are the only legal digital proof that funds were successfully delivered to the receiving institutionXXXX XXXX XXXX is obstructing my ability to locate missing funds and is in violation of its duty to provide accurate transaction records.\\n\\n3. Critical Transactions Withheld:\\nI require the 15-digit Federal Reserve Trace IDs for the following payments initiated from my account ending in XXXX:\\n\\nXX/XX/XXXX: $XXXX\\n\\nXX/XX/XXXX: $XXXX\\n\\nXXXX XXXX/Wells Fargo payments from XX/XX/XXXX toXX/XX/XXXX (detailed in the attached correspondence).\\n\\nRequested Resolution:\\nI demand that the CFPB compel XX/XX/XXXX Legal and Compliance Department to immediately produce an official ACH Trace Report containing the 15-digit IMAD/OMAD numbers and the confirmed destination routing/account details for every transaction listed in my attached request.\\n\\nHow to Submit This Effectively:\\nUpload the Proof: Attach the file you just shared with me (XXXX to the CFPB portal. This proves you have done your part in asking nicely.\\n\\nHighlight the XXXX Chat: If you have those screenshots of the agent saying records are \"removed,\" upload them too. This proves bad faith on XXXX\\'s part.\\n\\nCross-Reference: If you have an active case against Wells Fargo, include that case number in the text so the investigator sees the \"missing money\" connection.\\n\\nPro-Tip: The \"Executive\" Email Strike\\nWhile the CFPB works, send the exact text above to XXXX Executive Client Care team to light a fire under them:\\n\\nXXXX XXXX (XXXX XXXX XXXX XXXX): XXXX\\n\\nXXXX XXXX XXXX XXXX XXXX XXXX: XXXX\\n\\nWould you like me to draft a specific \"Demand for Records\" letter for you to mail via Certified Mail to their Corporate Center in Charlotte? This often gets a faster response than email because it triggers their internal legal \"litigation hold\" process.\\n\\nYou said\\nThe focus should be on their customer service and lack of prompt response and acknowledgement of customer\\'s request and emails.\\n\\nXXXX said\\nTo maximize pressure on XXXX XXXX XXXX XXXX), you should now transition from informal follow-ups to a formal Demand for Transaction Records. This draft is designed for Certified Mail (to create an indisputable legal record) and specifically targets the bank\\'s failure to provide required documentation under Regulation E.\\n\\nCertified Mail Demand Letter\\nTo:\\nXXXX XXXX XXXX, N.A.\\nXXXX XXXX XXXX XXXX XXXX, NC XXXX\\n\\nDate: XX/XX/XXXX\\nSent Via: Certified Mail - Return Receipt Requested\\nRe: Statutory Demand for Transaction Records  Account Ending in XXXX\\n\\nTo the Office of the General Counsel / Executive Client Care:\\n\\nThis is a formal demand for the immediate production of internal transaction records, specifically the 15-digit ACH Trace Numbers (IMAD/OMAD), for a series of payments initiated from my account ending in XXXX.\\n\\nTo date, your customer service departments have been non-responsive or have provided demonstrably false information. On [Insert Date], a representative incorrectly stated that these records are \"removed\" once a dispute is filed. This is a direct violation of federal record retention and error-resolution requirements under 12 CFR  1005.11 (Regulation E).'","date_sent_to_company":"2026-03-10T15:57:01.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"085XX","tags":null,"has_narrative":true,"complaint_id":"20130278","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-10T15:53:08.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["b'I am filing this formal complaint to demand a <em>full</em> refund of all interest charges applied to my <em>Wells</em> <em>Fargo</em> account (Account ending in XXXX) from XX/XX/XXXX to the XXXX. These charges are the direct result of a catastrophic accounting <em>error</em> <em>where</em> <em>Wells</em> <em>Fargo</em> received a <em>full</em> <em>payoff</em> of my <em>balance</em> but failed to credit it to my ledger, resulting in over a year of predatory, compounding interest on a zero-principal <em>balance</em>."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[16.502035,"20130278"]},{"_index":"complaint-public-v1","_id":"3926180","_score":15.422808,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XX/XX/XXXX, I got a PPP loan through Wells Fargo ( WF ) in the amount of {$20000.00}. The first payment for that loan is scheduled for XX/XX/XXXX. On XX/XX/XXXX I attempted to pay off the PPP loan IN FULL. I had the full amount in my WF account to do the transfer but WF 's system did not allow me to do the transfer online. I called WF Business Banking to assist with the transfer to pay off the loan. \n\nIn the period of XXXX to today ( XX/XX/XXXX ) I have NEVER received any paperwork or loan documentation in the mail from WF. The only amount I saw in my account was the principal owing of {$20000.00}. \n\nOn XX/XX/XXXX I was transferred to numerous people to help me pay off the loan. I simply needed someone to move the $ XXXX amount from my business checking to pay off the PPP.\n\nAfter 2 hours of being hold and being transferred to 4 different representatives, a rep named XXXX told me she'd paid off the loan and gave me a reference number. 15 minutes later I checked my account and saw that she had, in fact, taking out $ XXXX from my account. My account showed a negative $ XXXX balance. I then spent another 3.5 hours on XX/XX/XXXX trying to get them to fix the problem. \n\nIt is now XX/XX/XXXX, and this is day # 7. Though the loan had been shown as paid off for several day, it is now showing up an UNPAID. I have spent over 10 hours on the phone with WF over the past 7 days trying to unsnarl this mess. I have been transferred 18 times, disconnected 7 times, and am still being told they \" can not promise we can resolve this for you. '' Meanwhile over the past 7 days, they have continued to charge me more interest as I have been calling DAILY trying to get this mess resolved. As I write this, I have been on the phone with WF for 1 hour and 45 minutes and still no resolution. I keep being transferred between Business Banking and Customer Advocacy. They keep \" checking with supervisors '' to see if they can, in fact, help me pay off this loan. I have $ XXXX sitting in my checking account for this purpose, ample money to cover it. \n\nI've never been this angry in my life. The incompetence is shocking and this sure feels like fraud. \n\nAfter 1 hour 49 minutes being on the phone with WF today, I was just told the loan was paid off. I asked for a reference number, but they told me they are not able to give me any reference number or conference number. I have informed them I am filing formal complaints with CFPB, Attorneys General and the President of Wells Fargo. \n\nHERE IS A DETAILED TIMELINE XX/XX/XXXX I move money into my WF Checking account so that I can pay off PPP loan. \nXX/XX/XXXX I attempt to pay off PPP online but system doesn't allow it. I call WF Business Banking. They inform me they can not process payment unless I can provide full payoff amount ( which I don't have because I never have received ANY loan paperwork from WF ) or a loan number. There is NO loan number provided in any of my legal documents from WF. I am told I will need to write a LETTER and mail it to WF to formally request the correct pay-off amount. They tell me they are \" unable to disclose the pay-off amount '' to me. I feel they are being evasive and cagey and unhelpful. They say I can't pay off the loan unless I know this total payoff amount. I am told the policy where we need to write a letter is new \" as of XX/XX/XXXX. '' I express anger and the rep finally tells me my loan pay off amount is {$20000.00}. \nXX/XX/XXXX I call Customer Advocacy. After 1 hour, I am told that they have been successful in transferring the full amount {$20000.00} to pay off the PPP. I am given reference #. \nXX/XX/XXXX I log into my account and discover the rep instead transferred over $ XXXX from my business account. I am over $ XXXX negative now. I immediately call WF to get it resolved and spend 3.5 hours being transferred around. One rep, XXXX, says, \" Bummer, do you want to file a complaint? '' XX/XX/XXXX I call back and speak to XXXX who assured me he escalated resolution and that at midnight the $ XXXX error will be fixed. \nXXXX The $ XXXX error is gone but I call WF to confirm the PPP loan was in fact paid off. I am told by XXXX that \" the PPP loan was paid off in full on XX/XX/XXXX. '' She is unable to give me anything in writing. I spend hour unsnarling $ XXXX in overdraft protection that was triggered into my account from my business credit card. I hang up on XX/XX/XXXX ( a Saturday morning ) thinking the mess is resolved. \nXX/XX/XXXX I am assessed a {$35.00} NSF fee for a {$7500.00} transaction that had been cancelled by me, but wrongly reinstated by WF. I spend an hour on the phone trying to resolve this. \nXX/XX/XXXX I check my WF account and see, to my horror, that the PPP loan is again showing up in my account and NOT BEING PAID OFF. \nXX/XX/XXXX I call WF and spend over 2 hours ( I am still on with them as I write this ) trying to AGAIN get them to pay it off with my $ XXXX of funds in my checking account. They tell me the XX/XX/XXXX payment was \" reversed '' on XX/XX/XXXX. I never authorized this reversal. \nXX/XX/XXXX after 2 hours and 19 minutes, I am told they were able to pay off my loan ( again ) but are \" unable to provide any reference number of confirmation number '' to me. \n\nI remain on hold. I have now spent 12 hours on the phone with WF given their inability to help me transfer funds from my WF checking account to pay off my Wells Fargo PPP loan. I am waiting for a \" case number. '' I am told because I disclosed to them that I am filing formal complaints, a \" case number '' is the only proof I will have that my PPP loan was in fact paid off this time.\n\nThis has taken 7 days, 12 hours of phone calls, 20+ transfers, and 5 accidental disconnects. \n\nHere is a list of the reps I have spoken to. I am missing a few : XX/XX/XXXX : XXXX, Business banking, disconnected me. \nXX/XX/XXXX : XXXX, Business banking, told me I had to work with Customer Advocacy. \nXX/XX/XXXX : XXXX, Customer Advocacy ( CA ), did the $ XXXX error XX/XX/XXXX : XXXX, CA, said \" Bummer '' and only filed a complaint for me XX/XX/XXXX : XXXX, CA, helpful, escalated it and said it would be resolved at midnight that night ( XX/XX/XXXX ) XX/XX/XXXX : XXXX ( CA ) disconnected me. \nXX/XX/XXXX : XXXX ( CA ) confirmed the PPP was fully paid off. Helped me move the overdraft protection out of checking and back to my business credit card account. \nXX/XX/XXXX : XXXX ( CA ) reversed a {$35.00} NSF after I complained. \nXX/XX/XXXX : XXXX ( CA, same person ), was on with her for over an hour and she told me she was \" unable '' to process the payment and would transfer me to Small Business Support Team. \nXX/XX/XXXX : XXXX ( Small Business Support Team ) After 30 minutes, tells me she will transfer me. \nXX/XX/XXXX : XXXX ( Small Business Support Team ) after 20 minutes informs me she is unable to handle the PPP payment and I need to go BACK TO Customer Advocacy. I lose my mind. \nXX/XX/XXXX : XXXX ( CA ) 1 hour 45 minutes. Says she is \" managing expectations that she may not be able to help me '' with the loan pay-off and that she \" needs to check. '' Puts my on hold several times. She ultimately is able to do the transfer, though it unable to provide ANY confirmation or reference number.","date_sent_to_company":"2020-10-29T19:30:35.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"554XX","tags":null,"has_narrative":true,"complaint_id":"3926180","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-10-29T18:29:58.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["In XX/XX/XXXX, I got a PPP loan through <em>Wells</em> <em>Fargo</em> ( WF ) in the amount of {$20000.00}. The first payment for that loan is scheduled for XX/XX/XXXX. On XX/XX/XXXX I attempted to pay off the PPP loan IN <em>FULL</em>. I had the <em>full</em> amount in my WF account to do the transfer but WF 's system did not allow me to do the transfer online. I called WF Business Banking to assist with the transfer to pay off the loan."],"company":["<em>WELLS</em> <em>FARGO</em> & COMPANY"]},"sort":[15.422808,"3926180"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":10,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":10}]}},"product":{"doc_count":10,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":7,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2},{"key":"FHA mortgage","doc_count":2},{"key":"Home equity loan or line of credit (HELOC)","doc_count":2},{"key":"Other type of mortgage","doc_count":1}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Other banking product or service","doc_count":1}]}},{"key":"Credit card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","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":10,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble during payment process","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Payment process","doc_count":2},{"key":"Trying to communicate with the company to fix an issue while managing or servicing your loan","doc_count":1}]}},{"key":"Closing on a mortgage","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Delays with the closing process","doc_count":1}]}},{"key":"Fees or interest","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Charged too much interest","doc_count":1}]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Banking errors","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 related to refinancing","doc_count":1}]}}]}},"timely":{"doc_count":10,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":10}]}},"company_response":{"doc_count":10,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":8},{"key":"Closed with monetary relief","doc_count":1},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":10,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":10}]}},"company":{"doc_count":10,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"WELLS FARGO & COMPANY","doc_count":10}]}},"state":{"doc_count":10,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FL","doc_count":3},{"key":"CA","doc_count":2},{"key":"CO","doc_count":1},{"key":"DC","doc_count":1},{"key":"MN","doc_count":1},{"key":"NJ","doc_count":1},{"key":"SC","doc_count":1}]}},"company_public_response":{"doc_count":10,"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":10}]}},"tags":{"doc_count":10,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":4},{"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":{}}}