Wells Fargo Bank, National Association Corporate

Complaint ID: 7178230

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Banking errors

Company: WELLS FARGO & COMPANY

Complaint: On Monday XX/XX/2023 I went to the XXXX, Pa branch for my appointment at XXXX. I needed to change my last name on my account due to marriage. Processed the name changed and XXXX minutes after leaving the branch I get an email stating my account is going to be closed do to my account being compromised/risk of identity theft. I called the loss prevention number and was told to go to branch and show id and have the banker call to verify. Banker did so and was told my account supposedly had multiple failed login attempts on mobile banking from all over and that is why my account is being closed. They put a hold on all incoming deposits but not outgoing purchases. ( Still able to make purchases until XX/XX/2023 ) the banker asked if I could just open a new account and they said no I am no longer able to be a customer do to high risk. My account worked perfectly fine with no issues up until I did my name change. I believe something was done incorrectly on Wells Fargos end. I was treated horribly by the customer service representative from loss prevention and was hung up on. I have a copy of the email as well as the summary from changing my name.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7178198

Product: Money transfer, virtual currency, or money service

Sub-Product: Virtual currency

Issue: Fraud or scam

Subissue:

Company: WELLS FARGO & COMPANY

Complaint: On XX/XX/2023 XXXX unauthorized transactions were made from my Wells Fargo Checking Account using XXXX. The 7 transactions were sent to 5 different people, whom I do NOT know. I typically receive an alert from the bank when any XXXX transaction is made ( either to send or receive money ). I have proof of other similar email notifications, but for these particular 7 transactions I never received any notification. The only way I knew money was stolen from my account, was on Friday, XX/XX/XXXX I received a weekly email that I requested from Wells Fargo to make me aware of my ending balance. When I received my email that week, I noticed the balance was approximately short by {$5000.00}. I then logged onto my bank 's website and saw the 7 transactions to 5 people I do not know, totally {$4900.00}. I reported this to Wells Fargo 's Fraud Dept immediately on XX/XX/2023. They closed the account, set me up with a new one and told me they would investigate this theft. On XX/XX/XXXX I was notified that my case was closed and they are not refunding my money. I am awaiting documentation from the Fraud Dept as to what information they used to make this determination. In the interim, I have filed a report with my local police dept., the IC3 ( FBI Internet Crime Complaint Center ), and the FTC. After being a Premier Wells Fargo customer for almost 30 years it is extremely frustrating to be dismissed so quickly with no resolution. After doing some of my own research, I understand that XXXX fraud is exploding across the top 7 banks that own it ( Wells Fargo being one of those banks ), and they are not protecting their customers, they are not returning the customer 's money in most of the cases reported and they are dismissing most all of the cases with no satisfactory resolution for their customers. I am disgusted with their response and am looking for some assistance in correcting this situation and getting my {$4900.00}. returned to me.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7177618

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Fees or interest

Subissue: Problem with fees

Company: WELLS FARGO & COMPANY

Complaint: This communication is in regards to the following transactions on my Wells Fargo Visa credit card account. XX/XX/XXXX - {$5.00} INTEREST CHARGE ON CASH ADVANCES XX/XX/XXXX - {$15.00} CASH ADVANCE FEE XX/XX/XXXX - {$310.00} JPay Money Transfer XXXX FL On XX/XX/XXXX a payment was made to XXXX to fund an inmate account. During that transaction, I was asked to accept payment terms with XXXX, which I accepted. In those terms, I agreed to the following term : " 10. OTHER CHARGES. XXXX is not responsible for any fees or charges that may be imposed by the financial institution associated with your Payment. For example, some credit card issuers may treat the use of your credit card to purchase the Service as a " cash advance '' rather than a purchase transaction, and may impose additional fees and interest rates for the transaction. JPay is not responsible for any non-sufficient funds charges, chargeback fees or other similar charges that might be imposed on you by your bank, credit card issuer or other provider. '' Based on this description, it appears that credit card companies are treating these payments differently, some as purchases, others as cash advances. Wells Cargo Mastercard treated this transaction as a cash advance. I contacted Wells Fargo via Chat and they instructed me to contact the Customer Advocacy Department at ( XXXX ) XXXX. I contacted that phone number and spoke to XXXX. XXXX would not supply a customer ID or any other identifying factors, so I apologize for the vague details on him. XXXX explained multiple times that I accepted the terms of agreement and cash advances are a legitimate charge, along with the interest that was charged. Despite all monthly statements being paid in full and on time every time, cash advances incur their own interest rates. I contested that the transaction was not a cash advance, and felt that it was a purchase with JPay. XXXX continued to express that XXXX was at fault and I should speak to them. To his surprise, I pulled our their transaction statement that indicates that the card issuers are determining what they want the transactions to be and that I had no way of knowing before the transaction that Wells Fargo Visa would be charging this as a purchase or cash advanced. I asked XXXX for details on this transaction that caused Wells Fargo Visa to determine that it was a cash advance. In the call, he stated that he would not share that information. He pointed out to me that the Description in the transaction field on the card says " Money Transfer. '' I explained that any purchase can have any description, but the consumer doesnt control that. The consumer only knows what they agree to during payment, which indicates that the card issuer may be the one to determine that. This transaction feels that it could be representative of predatory lending. Fees and interest are being charged to a consumer group that is usually in financial hardship due to being incarcerated.

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

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