CHICAGO, ILLINOIS -- Here is a story about how badly Wells Fargo mortgage business sucks. I closed on my new home in 2005. I had told Wells Fargo that I would close on that day weeks ago and guess what? They called me only 36 hours before closing to bring me the good news. Although Wells Fargo customer service had told me it was a 100% financing option, I was asked to bring in 3% of my own funds to the closing which amounts close to $9K. I had e-mailed my loan manager ** multiple times, left messages in his answering machine and he NEVER responded.
I complained about the misinformation and somehow Wells Fargo manager ** made some changes to the closing statement calculations 5 PM the day before closing. (It is a very complicated formula by the way, the way they calculate the exact amount you would need)
A day of scrambling to get the funds and here we are in the title company's office. I told the title company about the 3% thing and they were like "Oh, we do not know nothing about that. This is what we have from Wells Fargo". Happily I sign the paperwork and then get a call from title company. Wells Fargo has declined to fork over the money to the seller. Why? I have not met the 3% requirement. Remember that everything was based on their numbers. They deny their own calculations. The manager who handled the loan said it was just some clerical error. Oh, I forgot to say that I had to leave work and drive 90 minutes to a suburb of Chicago to resign the paperwork.
After venting to the manager **, he reluctantly agrees to pay me $500 for my troubles. He promised to send the check within the next 6 weeks. I called ** three more times after 6 weeks. His first excuse was "My supervisor changed. I had requested the check. I will look into it again and it should arrive shortly". 2 weeks passed. Still no check! I called him up on Nov 30, 2005. His second excuse on the phone is: "I do not know where it is." I insist that he trace it and call me back.
During our conversation I expressed my frustration with him and he had the guts to tell me "I went above and beyond by agreeing to pay you $500". Now, that is suggesting I should just sit on my ** and stop complaining. He insists that it is coming in his terms 'SOON'. How soon? He does not know. Then I ask to speak to his manager and he refuses to connect me to her.
In his terms "The issue is not worth escalating at this point". Sure, he is afraid of his ** being on the line. My girlfriend later called ** and she promised to look out for my check. Later the same day ** rung me up and apologized. She also told me that a check had never been requested. Hmm, would that mean ** sat on it and was lying to me? I am still waiting with misty eyes the day I can touch that elusive peanut money for Wells Fargo. My suggestion, do not ever do mortgage business with them until they clean their act
LOS ANGELES, CALIFORNIA -- I wrote to Wells Fargo in early March complaining about the processing order of check and electronic items with your bank. Further, I complained about the way ALL electronic POS transactions are debited, credited and then debited from the accounts. This has been a recurring problem in dealing with your bank. Nobody has understood the basis of my complaint from the first attempt. Evidently nobody over there has a grasp on the banking business, or perhaps I explained them poorly, let me try to explain this for you again.
For example, let's say on January 3st at 8 am my account balance was $100.00 and I had no outstanding checks or other debits waiting processing. Then, I used my card at Exxon for $10.00. If I went home and checked my account balance with online banking, I would notice a "pending item" for $10 and my new available balance would be $90.00.
The next day, on January 4th, when I checked my balance online again, it would be $100.00. The "pending item" disappears. Then, on January 5th or 6th, the debit of $10.00 would be processed as received from the merchant against my account and the balance would revert back to $90.00. This yo-yo account balance game must trap many consumers in overdraft situations particularly those in low and fixed income situations who can ill afford your exorbitant fees and accounting games.
I took a moment to read your Consumer Account Agreement that you graciously sent me with your previous letter. I would like to draw your attention to page 40, specifically addressing POS transactions. There it points out that Wells Fargo will place a hold on funds equivalent to the anticipated and approved amount of the purchase at the time the card is authorized. Your terms further disclose that hold will stay in place until such time as the final amount is processed from the merchant.
Wells Fargo is not doing that. You are blatantly ignoring your own Consumer Account Agreement Terms. This is the substance of my complaint. I believe Wells Fargo is doing this to catch consumers unaware in overdraft situations and then collect outrageous fees and overdraft charges as a result.
Further, I noticed on my final account statement which came approximately five weeks after I sent my letter of complaint, Wells Fargo felt it necessary to include a disclaimer at the top of statements for ALL account holders explaining some "change" in the way you handle electronic and POS transactions. Certainly that seems extremely suspicious to me.
I am now demanding Wells Fargo to reverse all bank charges accrued on my account as a result of these fraudulent tactics on your part. That would negate the balance of $286.50 you claim I owe you and leave my account with a credit balance of approximate the same, $285.
Wells Fargo is participating in fraudulent corporate activity and your refusal to refund my money and delete these specious bank charges is utterly inexcusable. I am shocked and appalled at the corporate gall Wells Fargo continues to display in the face of ignoring banking policies spelled out in an official Wells Fargo account terms disclosure. I would love to discuss this with your directly, but neither of the phone numbers you included in your letter were able to put me through to your office.
If you have even a shred of decency or respect for your customers upon whose money your salary is made, I suggest you call me personally to explain how I am misunderstanding your corporate greed. At the very least I would like a response from your company regarding this incident. Thank you for your time.
CALIFORNIA -- Upon opening a membership checking account at your bank, I was promised a no fee checking account that provides interest and free standard checks, travelers cheques, and money orders because I worked for a company that banks with you.
During your conversion of the account for new members, I was beginning to receive charges on my account even though I had opened the account prior to these changes being accessed to the membership checking account. I called and talked to ** of the Woodbridge, Irvine, CA branch and was told that he could put a permanent waiver on the account if I could provide anything in writing stating that my account was free.
It took me a couple of weeks to locate my paper work but I found the flier I was given to me that initiated the opening of my account. On the flier, it states that there is no direct deposit requirement, free standard checks, free traveler's checks and free money orders. I proceeded to call back the bank only to find out that ** was no longer working at the branch.
I spoke with the new branch manager, ** but only received a response that he could do nothing about my situation. He refused to work with my situation and simply turned me away telling me to either convert my account to an account forcing me to keep $1000 in it at all times, or to pay the $12 a month fee that should have been waived because of the terms and conditions of when I opened the account.
I said I did not want to convert the account because I liked the benefits of my membership account and would like to keep it open with the same terms that I opened it with. He again stated that he could do nothing to help me and advised me to close my account and no longer bank with Wells Fargo.
Following this long and frustrating conversation with your new branch manager, **, I felt that my problem remained unresolved. I called your customer service number and spoke with your supervisor, **. She also informed me that there should have been a permanent fee waiver placed on my account because of terms and conditions of when I opened my account and stated that the changes of fees and terms should not apply to my account now because I had opened my account before the new changes occurred. She said that she would place a 6 month fee waiver on my account to give me some time to locate **, the previous manager of my branch.
Since speaking to ** in July, I am still receiving fees placed to my account of $12 a month since September of 2002. So far, you have withdrawn this money from my account even though ** promised to place a temporary waiver on my account so that I could have more time to solve this problem. Since then, you have withdrawn $60 from my account that I would like reversed and would like to speak to someone that can help me resolve this problem.
I am a good customer that banks with your company, never bounces checks and remains a loyal customer to your bank. Please resolve this problem and refund my money back. Thank you for your time and please contact me regarding my situation.
ABERDEEN, SOUTH DAKOTA -- My family filed a complaint against an investment broker at Wells Fargo in 2001. The broker is still working for Wells Fargo and strikes again! I received a small inheritance that was supposed to be paid out in 5 payments over a 5 year period. Guess What? This investment broker put it back into a high-risk annuity without my permission. It has decreased in value by 40% since September 2008. I was given no information until they finally mailed a September 20, 2008 statement that I received October 20, 2008. Beware of Wells Fargo and their tactics!
CALIFORNIA -- Thank you for your concerns regarding Wells Fargo customers. I am submitting this complaint against Wells Fargo Bank. I wrote a check of $330.04 and clearly indicated its date as 02/28/2007. My account was in a position to cover it only at the posted date, but Wells Fargo honored the check on 02/12/2007, two weeks earlier than the posted date. This resulted in my account to be charged $141.00 in a period of 4 days.
It is my impression that Wells Fargo upon being represented a check either automatically or as hard copy has to verify the amount, date, and name it is written to. I believe these are some of the red flags that have to reviewed in fighting fraud. The Wells Fargo response below shows that its automated means that it relies on does not capture a check dated year 2005 or 2007 even if we are in March 2005; thus putting customers at greater risks. Below is the Wells Fargo bank response:
"Thank you for your inquiry regarding the processing of post-dated or stale-dated checks. In general, banks process checks by automated means, relying upon check information contained in magnetically encoded information found at the bottom of the check - MICR. The check date is not part of the MICR encoded information. As a result, a bank will pay or return a check without regard to the date written on the check."
"As discussed in the Consumer Account Agreement, a 'stop payment order' is used if you do not want a check paid or to give the bank notice of a post-dated check. To be effective, a stop payment order must be received by the bank in a time and manner that gives the bank a reasonable opportunity to act on it."
"A stop payment order is valid for six 6 months and must be renewed if you do not want the stop payment order to expire. Each renewal will be treated as a new stop payment order. For post-dated checks, it is your obligation to remove the stop-payment order once the check is no longer post-dated. The normal Stop Payment Fee will apply to each order. Thank you for banking with Wells Fargo."
WASHINGTON -- We are on the last payment of a 5-year car loan with Wells Fargo, the eighth car we have purchased and paid off in our adulthood, and we will never do any kind of business with Wells Fargo again because of the way we have been treated.
The payment terms state there is a grace period between the payment "due date" and the time it becomes "late." We have taken advantage of that grace period when needed because of our paycheck schedule. For at least the past year, starting on the very first day of the "grace period," our phone has rung multiple times with someone from Wells Fargo hounding us, from early morning until late night.
Right now, when we are days away from paying our FINAL PAYMENT, ON TIME, the phone calls have begun again. This is no way to treat a good customer, and as a result we have already made sure that we do no other business with Wells Fargo, and that everyone we know hears this reason to stay away.
CHARLESTON, SOUTH CAROLINA -- I am writing to inform the public to stay away from Wells Fargo. They bought my loan from American Home Mortgage in early Aug and they waited until my closing date on the 24th to let me know that there was a "hiccup" with my loan. The "hiccup" was that they now needed to review the loan because their standards were different.
I'm a first time home buyer and was guaranteed that I had a FHA home loan. I provided all of the paperwork and went through the whole process. I was given a good faith estimate by Wells Fargo and a closing date by the lawyers. I was only informed of a problem through the home insurance company who had not received the paperwork needed for closing on Thursday. The mortgage broker assured me on Thursday that everything was fine and that the closing was being moved to Monday that they were waiting for the papers from the underwriters. Keep in mind I was prepared to move on the weekend. Everything was packed in boxes.
I gave 30 days notice to my apartment complex. The moving truck was rented. I sold my old washer and dryer because a new washer and dryer was being left behind at the new house. The seller was in the military and had already received new orders.
His wife and child had already left the state. The seller had a plane ticket to leave Friday night after closing. The ticket was nonrefundable. I decided to call the lawyer. He informed me that the closing was put off indefinitely and that I needed to contact my broker. Then my broker dropped a bombshell. She informed me that it would be a week or more before they could make a decision on my loan. Again keep in mind I had been informed that I already had been approved for a mortgage loan. I was in tears. My husband was in tears. My family was in tears. The seller was totally distraught and asking me, "What do I do now?" as he sat in my realtor's office.
My realtor had NO clue about the "hiccup". After 17 unanswered calls from the realtor to the broker, the broker called my husband on Friday, the day of closing, and said, "you might want a plan B." The result is they dropped the mortgage loan at closing.
I am not alone. There are 5 other families in my area that they did this too. I know there is a law about full disclosure. I don't think keeping everyone in the dark was lawful, fair, or moral. If I had known in early Aug when Wells Fargo bought American Home Mortgage, that there may be a problem, I could have been better prepared. What happened to at least 5 families in the Charleston SC area is wrong. Sincerely, Devastated in SC.
ANCHORAGE, ALASKA -- I recently looked at my Wells Fargo account online and saw that I had been assessed $261.00 in overdraft fees. I had 9 transactions totaling $36.00 that were made in a 2 day period. A full week later our car payment was taken out for $414.00, but it was posted before all of the previous weeks transactions (all of which had shown up online in the previous week) and subsequently overdrafted my account by $30.00 and some change. I incurred 9 overdraft fees for $29.00 each. I realized that I had made a math error of $30.00 when calculating my checkbook.
I called Wells Fargo to talk to a supervisor and ask why the car payment had posted before all of the other charges, and was told by a supervisor named ** that "I am sure this is not the last time your account will be overdrawn and if you don't like it you can go to another bank, but until you figure out how to spend your money, you will continue to have the same problem." Then she hung up on me. I was treated like I was a criminal, all for a $30.00 addition mistake. I have tried to contact the complain department, but they are never available, I was told that the best way for me to get a hold of someone was to send a letter, I have done that, but have not received a response yet.
We will be closing our account next week. If any of you are interested in changing the way that overdraft fees are assessed by banks you should e-mail your state congressmen and tell them to support the Consumer Overdraft Fair Practices Act, it would require banks to notify their customers before they make a transaction that would overdraft their account, and it would prevent banks from being able to post checks before charges that were made prior to the check being deposited.
This company operates in a very unethical manner. They promised 0% interest rate in the first year. I asked if this included balance transfers. They said yes. I got the checks and paid my other credit card account and their check bounced. They said I did not have the right check, which THEY sent me. After paying with the replacement check I got the bill. My interest rate was 24%. They said they considered this a cash advance and that was the reason. I have a credit score above 800. They said I had to have a clean six month record to lower the interest rate.
My payments starting becoming mysteriously late even though they were sent in on time so I tried paying them over the phone. One payment they said was not applied due to "clerical error." They said since it was not my fault I would not pay the late charge but sure enough it was on my next statement. I tried using Western Union Quick Collect. I was assured they would credit me the day I sent in the payment.
I did the wire on 12/10 and gave them the control number when they called on the 15th to say my payment was late. They said they never got it and I would have to track it myself. They eventually said they got it on the 19th and could not adjust my account to show this or credit my late fee because it was not their fault. This is after numerous other promises were made to me about lowering my interest rate etc. which were also never kept. Warning!!!! Do not do business with these crooks. Try a more reputable company and any company that repeatedly mails you offers is suspect. I will be paying off this bill with my next statement. That's my "4 cents".
COSTA MESA, CALIFORNIA -- Your service manager, ** is rude, unhelpful and offensive. I was in your branch last week and was appalled by the way she spoke to other customers, including me. She gave us, the customers a poor attitude, unhelpful service and a terrible look that was not necessary. I find her disrespectful to the ones that pay her salary and I will no longer bank at your branch.
To help keep me as a potential future customer, I would like the following: I hope your company will find the time to improve your customer service. You will lose many customers in the future, if you haven't already, due to this unappreciative employee. Please find people that enjoy their jobs and treat the customer well. After all, we are the ones that ultimately pay your bills. At the very least I would like a response from your company regarding this incident.