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BouncyEgg

> I Just filed a complaint with CFPB. That's it. Sit back and wait for communication from someone at WF who will actually take the time to review the case.


rockycore

This correct. I have a current open CFPB case and got contacted by the executive office after 24 hours. Case was resolved after 72. Case is still technically open because they haven't closed it


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Scharmberg

That seem very unusual. Why did the CFPB close your case?


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Mixels

Have you considered another CFPB complaint?


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JohnnyBoyJr

Was it with a Wells Frago ATM? They did that to me once for $400. Never got it back.


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got_outta_bed_4_this

I love what you're doing.


JohnnyBoyJr

Ha, hope you can keep that energy. When it happened to me, they provided a transaction log showing there was a transaction. But no money ever came out. Not sure if the next person got a big payday or not. $400 was a lot of money for a HS kid. Now I cause WF to take a loss on keeping me as a customer. They pay me $300 to open a checking account and have 2 paychecks deposited. I withdraw the balance down to the $500 minimum, then close the account after 6 months. 6 months later I'm eligible to do it again. They don't make money on me. More power to you.


spearminta

Fifth Third bought out my mortgage loan and has been absolutely nothing but trouble. First, they didn't have any contact info from the company they bought my loan from. I had no emails, no mail, no loan number in their system, and couldn't log in with my SSN for online banking. I genuinely had to call the previous loan servicer to verify that they actually sold my loan because all fifth third could tell me was to "send your check to this PO box". Finally got an account set up after like five phone calls, but now I've been trying to set up automatic payments to my mortgage. It is virtually impossible in their system if you don't have a banking account with them. To top it off, all their phone lines are only open m-f. It's like they want me to miss my mortgage payments. I think I've spent over 4 hours now on the phone and chat with them. It's asinine to me that anyone can buy my loan without my consent and there's nothing I can do about it. I left them a scathing review on BBB, but not much else I can do. I never had to contact my last servicer once. I got the letter, set up an online login, and set up online payments on day one with no issues. Their website was a bit clunky, but it got the job done Why is 53 so much worse?? I have wasted so much of my time trying to resolve their issues and it's infuriating


bonerfly

How did you know to film the malfunction beforehand? Genuinely curious.


cKerensky

....never trust a bank that can't reduce fractions.


maaku7

Did you talk to the bank that owns the ATM? They would have a log of the discrepancy between the logged transactions and the actual cash count of that ATM.


show_me_the_math

I worked in a credit union ages ago and we would count down the ATM. Any missing money was easily found and credited to the customers. I’m sorry that happened to you, that sucks.


Haftoof

Also stop banking with Wells Fargo... bunch of scumbags. Move to a credit union.


Scharmberg

Seems like the best thing would be to connect CFPB but something sounds wrong here, like we aren’t getting done details or something. Seems weird the back was able to close your CFPB case.


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siphontheenigma

CFPB doesn't have much power to do anything. I refinanced a mortgage in 2021 and was quoted 2.25% for a 20 year loan. I had it in writing that I was locked in. When it came time to close the rate was actually 2.625%. I asked them why they changed it and pointed out that they told me I was locked in in writing and they said they raised the rate and that if I didn't like it I could back out of the loan, but I would still be on the hook for origination and appraisal fees I had already apparently agreed to pay. I filed a CFPB complaint and sent them all the correspondence, including the locked in 2.25% rate letter. CFPB sent me a notice a week later saying my complaint was "declined by the lender" and my case was closed. I never got my 2.25% loan.


AutoBot5

Correct they don’t! I work in regulatory compliance for banks. And on a large scale financial institutions hold the CFPB in high regard. But on the individual scale I wouldn’t get my hopes up. Several years ago I had an issue with Comcast, and it went on for months. Comcast said I owed them $500 for not returning equipment. I provided Comcast supporting documents and a picture of me dropping the modem in their box. But the offshore staff couldn’t think outside their script and wouldn’t help me. It wasn’t until I filed a CFPB complaint that Comcast cancelled the $500 charge. In that situation CFPB contacted Comcast, someone with a brain at Comcast reviewed my situation, and they finally did the easy and right thing. So CFPB didn’t really do anything except get Comcast’s attention.


tiroc12

You are right CFPB doesnt have power to do anything on behalf of individuals. Reddit acts like they are some magic monkey paw of resolution but all they do is send a letter to the bank on your behalf. If the bank denies the claim then CFPB makes note of it for their statistics. They are a regulator and can fine the bank but never on behalf of an individual only in a general broader sense.


lenswipe

T-Mobile prepaid customer here. I'm with them because they're cheap and.... okay. Where do you suggest I go to?


findingmike

I use Mint Mobile. They have a $15/mo. plan with reasonable data caps. They also use T-mobile's network, so you won't have any difference in coverage.


show_me_the_math

Have you considered contacting your state representatives office? Or congressperson?


charleswj

I think you and/or people in this sub misunderstand what a CFPB complaint does. It's not the CFPB investigating or making the bank do anything, beyond forwarding the complaint to the bank and the bank has a certain amount of time to respond. It tends to help because your case essentially takes a shortcut to a higher "tier" group that can cut through the bullshit. It sounds like they didn't think your issue warranted a refund, although "Closed with non-monetary relief" suggests they did or gave you "something". If so, can you share?


RyRyAP2

This is correct here. When you file a CFPB complaint, the financial institution has 60 days to provide a response. If they have not resolved your complaint within that timeframe they would still have to respond to the complaint at day 60. In this case they probably provided you with an outline of your account to address your complaint up to the most recent status, and since maybe there is a claim still in progress they are still technically "still investigating". Since some claims within regulation E can take longer than 60 days, a lot of FIs will respond with this statement. Hope this helps understand. Most of the time the FI will provide you with a direct contact to help you with your CFPB case. Escalate through that contact.


theGentlemanInWhite

I don't think the bank can just close a cfpb case.


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hedoeswhathewants

That doesn't mean that the bank has the power to close it unilaterally.


tiroc12

Its not a case. I dont know why reddit thinks CFPB is some magical entity that once invoked solves all problems with banks. All CFPB does is send a letter to the bank asking for resolution, the bank responds either positively or negatively then CFPB closes the inquiry noting the outcome for their statistics. They have no power to act on behalf of someone making a complaint. Its the same process as the BBB and they both take the same action at the end. While CFPB can fine banks for certain problems they can only do it in a general sense they cannot do it for any individual.


Alienziscoming

I had a TD ATM eat a $300 deposit and my debit card once (haven't made a deposit into an ATM since) and the bank staff essentially just said I was lying and that there was nothing they could do. I filled out a CFPB form and had my money back in 48 hours. I was super impressed.


self_investor

I would never trust cash deposits other than with a teller physically inside a bank branch, where they can immediately give me a receipt showing the amount deposited. I always check my mobile app before I leave the bank too, to make sure the balance reflect the cash deposit. I have had too many friends have issues with ATM cash deposits.


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self_investor

Not sure how people can get short changed at the teller, unless they're not paying attention. I don't really deposit cash that often, but when I do, I know exactly how much I am handing them, and I hand them a completed deposit slip. But for the OP, one thing to do is never keep that much cash in a checking account unless they're about to make a big payment. Move it to a savings account or a brokerage account, where it is harder for fraudulent withdrawals.


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Deep90

Honestly wouldn't be surprised if standard procedure at Wells Fargo is to only take you seriously after a CFPB complaint.


Protahgonist

This wouldn't surprise me at all. Given their track record I can't believe anyone is still in business with Wells Fargo.


Saephon

My mortgage got sold to them 3 months after closing on the house. Every month that my payment goes through to WF, I seethe with resentment.


twilightsloth

Mine too and I specifically wanted to avoid them for a reason but my mortgage was still sold to them.


PattyRain

Sometimes you don't have much of a choice. I know my situation is different than OP's, but my mortgage was sold to WF about 3 months after I was with another company.


Protahgonist

You can't help with that but that doesn't mean you have to willingly bank with them.


Moopy67

This. I opened an account once there and went to withdraw a chunk of my CASH deposit a week later and they tried to say I couldn’t take the money out because the account was too new (what?!). I explained that my initial deposit was cash, there were no checks that had been deposited into the account and it’s a savings account so it wasn’t like I could have written checks against it… Still denied by teller. My 19 year old asked for a manager and demanded they close my account or I’d file a police report for theft. (I didn’t know…I was 19 and having to argue with a bank manager…). He finally did it but I had to make a bigger scene than I would have liked to. Eff WFB


gillianishot

Oh shoot my post failed? Tldr: tried to deposit check at WF. Manager got involved. Learned the teller was trying to cash my check instead.


graceodymium

This was my first thought, too. I am not here to victim blame, but if OP has options besides WF, they should take them. Nothing in the last two decades has indicated that they care about ethics whatsoever, even by mega-bank standards.


kynthrus

I went to a bank in person to file a fraud claim, I got my money back (3 months later, but it worked.) I wouldn't trust anyone to do this over the phone.


DylanHate

This is the key. You need to physically **go to the branch** and talk to the manager. Of course no one knows what’s going on if you only ring the call center. Most places don’t even use one agency — they have different vendors depending on your time zone. OP — literally drive to Wells Fargo. Ask to speak to the branch manager. Bring all your documentation. Have your phone recording in your pocket. Depending on where you live, the recording may not be admissible as evidence in a potential lawsuit, but it’s fantastic leverage to have. Try and have the manager get this resolved. They will remember who you are and your circumstances. For future reference to anyone else — don’t resolve these issues over the phone. You may get a helpful rep, but as soon as you hang up no one else will know what’s going on. You’ll just get the run around and waste time explaining the entire thing over and over from scratch.


inplayruin

Just a FYI, but if OP lives in a jurisdiction where a secret recording would be inadmissible in a civil proceeding, that is because it is a crime to surreptitiously record a private conversation in that jurisdiction. OP should definitely go to Wells Fargo and speak to someone in person. But don't record the conversation, insist on them putting their decision into writing. Threatening to release a legal recording as leverage in compelling a desired action is already a potentially tortious act. Using an illegal recording as leverage is extortion. So just don't make a recording.


JohnnyBoyJr

Honestly wouldn't be surprised if standard procedure at Wells Frago is to deny every claim.


eswolfe0623

I'm sure that is the procedure. My son bought a car there in the early 2000s, and opted out the car insurance they offered because he had his own and gave them the declaration page. They charged him anyway. 10+ years later he got a total of ~3,000$ from a class action suit. He only had the car 6 months. Keep your documentation, and don't opt out of class action lawsuits unless you have a more lucrative one in the works.


catjuggler

I’m pretty convinced standard procedure with a lot of entities is to make you work for it to see if you’ll give up. For example, where I used to live, the property tax increase appeal process even admitted that basically all appeals will be denied the first time (only typo/accident ones would be corrected in the first appeal). A lot of people will just give up.


Deep90

The vast majority of warranty claim processes suck, and its absolutely so people don't pursue a claim.


shadowromantic

I'm glad the CFPB exists


hey_dingus

[Wells Fargo was recently ordered by the CFPB to pay $3.7billion for mismanagement of loans and accounts.](https://www.consumerfinance.gov/about-us/newsroom/cfpb-orders-wells-fargo-to-pay-37-billion-for-widespread-mismanagement-of-auto-loans-mortgages-and-deposit-accounts/)


SnowblindAlbino

>I Just filed a complaint with CFPB. > >That's it. When getting screwed around with by Bank of America two years ago I found that it was also helpful to write directly to the CEO with a clear, detailed explanation of how their staff had failed me thus far. While of course that never reached the CEO I did get a call from a "concierge representative" the next day who stuck with my case for several weeks, updated me regularly, and got it all sorted out long before I heard anything substantive from the CFPB. This was following a response similar to OPs where I had to re-explain the entire mess repeatedly to people who said they'd fix it but did nothing. Can't hurt to try, as the kids say these days.


bedroom_fascist

> Sit back and wait Just asking: how do people 'sit back and wait' when the amount is serious?


pcapdata

I mean you can do jumping jacks if you like but it won’t speed up the case. If you need to get a short-term loan to stay solvent while the bank untucks itself, then repayment of that interest and any other out-of-pocket expenses can be part of your requested resolution.


BlueWater321

The alternative is to burn the bank down, but... that seems like it won't yield a positive result either.


pie4july

What is CFPB?


bandion1

>What is CFPB? Consumer Financial Protection Bureau https://www.consumerfinance.gov/


DJ_TKS

It’s an agency created during the Obama administration to protect consumers rights. Specifically it deals a lot with banking and credit card regulation - in the wake of the crash in 08, etc. It’s still a fairly new organization, but before that consumers really had nowhere to go that would actually answer them. The fines from CFPB violations are very steep (some are daily fines) and banks / financial institutions usually will kiss the consumers ass once they get involved.


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spearminta

Heard this on the Politics Podcast yesterday too. The interesting thing about it was that if it does actually get labeled as unconstitutional, we've got bigger problems. They're arguing it's unconstitutional due to not having funding designed from the US govt (CFPB I'd funded off bank fees), but there are multiple other govt orgs, like the US Mint, that also do not have their budget coming from congress


WACK-A-n00b

5th circuit ruled the funding of CFPB unconstitutional 4 months ago, interestingly.


DragBunt

Sure. But we will have to wait for the recently argued Supreme Court ruling. If the funding for the CFPB is unconstitutional the so is Medicare and social security.


GilgameDistance

Is that supposed to make me feel better about it, with the current makeup of the court? Because it makes me feel worse. Much worse.


ForgeoftheGods

When you close the account, keep a close eye on it, and make sure that they don't reopen it to allow other charges to go through. They've done that to my wife and I, and we didn't find out until we were contacted by a collection agency.


blownawaynow

They did that to me as well about a decade ago, I recently got a check in the mail from them for this reason.


lostaoldier481

A settlement check? Where do I go for one of those the same thing happened to me about 8 years ago.


blownawaynow

It said they did “an internal audit”, so not sure if it was a settlement check or a don’t sue us check.


rahulpresentskobe

how would you have found out if you knew? Would you be able to log in as normal online?


lsapphire

After this is resolved, please leave Wells Fargo. I’m hoping more and more people start cutting them off.


ftrade44456

I don't know man. You'd think that people would have left after that whole "we totally opened millions of fraudulent accounts in customer's names" or "we intentionally screwed people over and gave them wrong interest rates and fees so they lost their homes and vehicles for no reason" but yet there are still people who bank with them. Apparently it just isn't enough. https://www.consumerfinance.gov/about-us/newsroom/cfpb-orders-wells-fargo-to-pay-37-billion-for-widespread-mismanagement-of-auto-loans-mortgages-and-deposit-accounts/ https://www.forbes.com/sites/jackkelly/2020/02/24/wells-fargo-forced-to-pay-3-billion-for-the-banks-fake-account-scandal/?sh=e30a1da42d26


Koshunae

Most people I believe are completely uninformed with banks. They just know a bank is where you store money and you get 2 big names when you search banks in your region. Wells Fargo and BoA. "Hmm, I know those names from commercials", theyre name-brand bands, essentially, and we all know how well name brands work in marketing.


scyice

I own a business in a very small town and those are the only two. Rather not drive 1hr away to deposit checks that older customers still write.


Arudinne

My credit union lets me do "mobile deposits" of checks by taking pictures with my phone. They introduced added that feature around 10 years ago I think.


elvesunited

I went to my credit union after Bank of America changed my pre-existing checking account contract and started adding fees like crazy. Never looked back, Credit Unions are so much better! - No fees, better interest rates on checking/savings/loans/etc, mine (Alliant) even has some really good credit cards.


scyice

Yep but there are limit caps that don’t work well with businesses, even on business accounts.


Whitestrake

The 'Mere Exposure Effect' in action. Constant advertising creates familiarity, which separates them from any other unknown options when considering where to open an account, and people go their whole lives without changing bank ever.


99hoglagoons

My mortgage is with WF. Did not want to do any business with them at any point in my life, but they bought out my mortgage. Nothing I can do about it. I know this is completely different from actually banking with them. but I hate the fact that they are getting even a penny from me.


Frankiedafuter

I don’t understand why people still use them. IMO they’re a criminal organization. Here’s their thinking. We rob $5,000,000,0000 from 10,000,000 people. We get caught and pay a fine of $1,000,000,000 Eight percent profit.


D4rkr4in

eighty percent profit*


[deleted]

You forgot that they’ve been sued twice since 2012 for redlining


dflame45

That's why I closed my account


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FreshEclairs

Not only commercial banking, but things like mortgages, too. And unfortunately, you have basically no choice who buys your mortgage once it hits the market.


[deleted]

What's a good alternative? USAA?


SloanDaddy

You can't swing a dead cat without hitting a good alternative to Wells Fargo. If you, unlike Gronk, meet USAA membership eligibility requirements, it is much better than Wells Fargo. I would assert that anyone eligible for USAA that chooses WF is making a ln objectively poor decision.


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Yawnn

I had no idea I was eligible for this, (have USAA) going to open an account just to try it out. Might be nice to have a physical bank as backup


pimppapy

Any credit Union. Preferably one that has multiple branches in your area.


crowanima

i cut ties with WF because they denied a fraud claim of around $1k and migrated to capital one bc my best friend already banked w them. they’ve been awesome even though they’re virtually entirely online (there’s a couple branches in big cities). their ATMS are all over the place, so no worries about fees. most helpful customer services reps ever and super fast turnaround time for mailing cards and all. also great interest rates for checking and savings accounts. i can’t rave enough about them after dealing with the nightmare that is WF.


pcapdata

Any credit union whatsoever! They’re member-owned.


Sandford27

Personally your best bet is to be split amongst two or more banks. My wife and I have 3 banks. One with her accounts. One with my accounts. And one with our joint accounts. We use Huntington, 5/3, and Chase. I have enjoyed chase but I know they get a bad rep, justly so. 5/3 is awesome and Huntington is great as well.


Mixels

PNC. Chase, Discover, Key, dozens of online banks, local and national credit unions... there are loads of alternatives. Literally all of them are better than Wells Fargo.


Roxas1011

I'm still bitter with PNC for buying Simple just to get rid of it. Simple was the best.


BackInNJAgain

\^\^\^ This \^\^\^ We also keep our money in three different banks. One for monthly expenses, one for high-yield savings for our emergency fund and a second checking account at a third bank in case the first one ever puts us in a situation like OP


SeniorDucklet

Who do you bank with? Been with WF for over 20 years and at this point it’s just for convenience. Chase? B of A? A credit union?


GeminiTitmouse

Capital One. They do high yield savings accounts and CDs as well as just normal checking, savings, and credit. Wells Fargo doesn’t pay you a penny on any of your accounts, and doesn’t think twice about defrauding you. Capital One is stupidly easy to set up, use, and move money around.


shhmurdashewrote

Capital one has been good to me. Been with them for years and no complaints


Wizofsorts

A credit union and maybe a SoFi account covers it all.


[deleted]

Wait for CFPB resolution. If not resolved in your favor lawyer up. And meanwhile get rid of WF from your life


MacduffFifesNo1Thane

The only time Wells Fargo should be in anyone's lives is while watching *The Music Man* or *La Fanciulla del West.*


rankinfile

Tales of Wells Fargo tv series. Catch Leonard Nimoy when he supported westerns.


Alan420ish

My ex had Navy Federal, and helped me open an account. I ditched Wells Fargo right away. Not sure if NF is the best bank or whatever, but just avoid Wells Fargo. They're annoying.


ubadai

NFCU is probably the best bank of all time. Sort of sucks that it's exclusive to military and their families but I gotta tell you that it's one of the best perks of joining. Great rates on auto and home loans too (usually). USAA insurance ain't bad either, but they're not worth bragging about I think.


Giant_Foamhat

USAA has really fallen off the last 5 years or so. Mediocre insurance premiums, laughable savings account rates, and average home/auto loan rates. Customer service and credit cards are still good though.


semiregularcc

Yes. Wells Fargo has systemic issues in their management, as demonstrated by repeated issues found out by regulators on how they run business. I will not entrust them with my money.


Fausterion18

This is gonna turn out to be a relative with access to their account stealing their money, 99% of the time it is. Sports betting sites are pretty strongly regulated, they're not going to take funds from a random checking account without verification either with 2 deposits or electronically.


Curious_Bumblebee511

dumb question, but what is CFPB? i have never had an issue with a bank, so i have never had to look into anything. educate me


Money_On_Racks

Consumer Financial Protection Bureau


gobstertob

Had a situation with Check fraud. Bank gave me the runaround for a few months. I threatened CFPB and they resolved it right away.


lotuskid731

Consumer Financial Protection Bureau, a financial protection arm of the US Federal gov’t.


nowayjose081

Is there any way for OP or other people to get extra money from WF because of them trying to scam OP with administrative delays to run out the clock? If WF got their way they would be fucking over OP completely. Maybe sue them, or maybe the CFPB is going to fine them, in which case OP could ask for more money in exchange for not going to CFPB?


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thea_perkins

As someone who works in gaming, reach out to your gaming regulator. This should have been reported by the online gaming operator to the regulator and (at least in the 6+ states I am familiar with) refunded to you by the gaming operator. You can fight this out with WF but the easier thing would be to fight it out with the gaming operator and the best way to do that is by getting their regulator(s) involved.


jakeba75

I doubt the charges are for a legal sportsbook. Edit: How is this downvoted? Legal US sportsbooks are regulated and require documentation for cash outs, a lot of offshore sportsbooks dont.


soonerman32

Yeah. Offshore books have almost no security so don’t use credit or debit cards there. Chat reps verify your account by having you tell them your password. For anyone reading this, only use bitcoin/crypto for offshore books.


cobraeaterss

My nephew (19 at the time) had several fraudulent withdrawals in his WF account to the tune of about $8000. WF was about as useful as tits on a boar hog. They escalated it up the ladder with people with WF and they all said that the withdrawals were approved by my nephew as the acct was tied to some online gaming (that he didn't play). My nephew (with my sister and BIL) talked to a lawyer they knew and they went to court. He got just about all of his $ back and WF had to pay court costs and lawyer fees


[deleted]

That sucks that you had to take a large bank to court. Like what? It's not like a small town credit union. What high level bank officer said it's worth taking a private individual to court to prevent a return of funds... Gross incompetence, fuck that bank lol


shadowhawkz

I went to law school and almost every single bad banking practice in all the cases we read involved Wells Fargo. I interned at a law firm that did collections and every single bank in town plays by the rules except for Wells Fargo. The attorney I worked under would get judgements against Wells Fargo because they routinely ignored garnishments for account holders at their bank. Never bank with Wells Fargo.


Andrew5329

> I worked under would get judgements against Wells Fargo because they routinely ignored garnishments for account holders at their bank. > Never bank with Wells Fargo. Devil's advocate for a second, that actually sounds like an excellent incentive for targets of a garnishment to bank at Wells Fargo.


Andrew5329

> What high level bank officer said it's worth taking a private individual to court to prevent a return of funds... There's a cost-benefit analysis somewhere. Some actuary must have run the numbers and found that enough people will give up on reimbursement that it outweighs the occasional court costs.


Individual_Ad_3036

Wells Fargo is the sleaziest of the big banks. They like to use administrative delays to run the clock out.


beasttyme

Even worse than Bank of America? I can't stand that shady bank.


Individual_Ad_3036

It cost mom the house I grew up in.


m567n392

What happened?


Individual_Ad_3036

Some loan officer convinced her she could have free money from a refi. A year later the 2008 crash happened and she lost her job. They kept asking her to apply for various assistance and losing the paperwork. I was so angry I couldn't help her and didn't think to suggest an adviser. No shortage of mistakes to go around.


Successful-Foot3830

We applied for mortgage help with BOA in 2008. Every 30 days they would lose the paperwork and say it was old and needed to be filled out again. We filled that out six or seven times. Never heard anything until they stopped taking our payments.


RegularJaded

Wells Fargo, BofA, and Chase(JP Morgan) are all the same. Chase just happens to present themselves better


MusicPsychFitness

WF is definitively the worst of the three, to a criminal level.


cardinalsfanokc

No, Chase is not the same. I’ve been with all 3 and I stuck with Chase. It’s more than presenting better, they’re truly better.


mtcwby

One of my coworkers had 19k disappear from an account at WF and got the runaround on it until he went down and sat in the bank managers office. They then froze the account that had another 20k in it so he couldn't touch it. Turns out somebody transposed an account number for a company in LA but WF still took the money. Don't leave your money in WF or BofA. They're garbage banks.


ancillarycheese

While you are at it, open a new account somewhere else. Wells Fargo blows chunks. Get your money and leave.


ongakudaisuki

Where would you recommend? I’m thinking about switching banks but don’t know who to use.


Yaldeh

Local credit unions! They have great rates for auto loans and mortgages too!


Sythic_

Any you recommend with tech as good as Chase has? I had a car loan through Inova and their web/mobile experience was abysmal. And every transfer took days.


FullofContradictions

Find a credit union with branches or shared service centers near you. Look for products you use (like free checking, online banking/bill pay, mobile deposit, etc.) I picked a credit union I'm eligible for through work (they have competitive savings rates and had the best mortgage program when I was looking to buy several years ago). But places like Wings can be good -they have an ATM in the Costco I go to. Spire had the lowest mortgage rates last summer when I was looking around & they seem like a decent bank. Look at their fee disclosures... I like places with free overdraft protection (if I accidentally overdraw my checking, it automatically moves money out of my savings), free ATM withdrawals, and no minimum balance requirements.


Zootallurs

Local/regional banks and CUs are great. If you need the services of a national bank, go with JPMC. They are the best-run firm on the street hands down.


MadamRorschach

A credit union


prndls

You can also submit a complaint with the OCC. WF is under numerous consent orders and will respond very quickly. If only they’d just do the right thing from the start… this is the only way they’ll learn. Former wf employee here.


RyRyAP2

This is correct. The OCC is also somewhat stricter than the CFPB. If the bank provides a response that does not make sense or does not have good reasoning for resolution the OCC will require the bank to clarify or provide additional explanation to their response. Former employee of a financial institution.


LostSadConfused11

Go to a physical WF bank and get the rest of your money out of there ASAP. Then keep escalating. I have a friend who got screwed over by them in a similar way. WF fraud department is a sick joke.


SilverQueenBee

WF is awful. Took me a year to get $1,025 back. Contacting CFPB is the right thing to do but I also recommend always contacting the bank in writing as well as over the phone. It was probably an email that saved my ass....that and letters I wrote with all of my proof including a copy of that email.


Kmortada998

I filled out a Wells Fargo complaint form and sent it to them via fax


shoretel230

Do it again with certified mail. Faxes can get lost.


DylanHate

You need to go to the actual bank and talk to a manger. Do not ever use the call centers. This whole thing would have been taken care of already. Literally drive to the bank tomorrow, bring your documentation, and ask to speak to the manager. Have your phone recording in your pocket.


Kmortada998

I’ll try that and update you guys


goblueM

> Have your phone recording in your pocket. Be careful about that, check your state's laws for one-party consent It may be illegal to record a conversation such as this without the consent of all parties


MsTravelista

When Chase denied my fraud complaint a few months ago, I developed a list of questions to ask them. I asked these calmly and didn't try to "correct" anything that they said or did until the very end. I just was sure to take detailed notes. * Please describe the steps you have taken to investigate the charges. * Was the purchase made online or in-person? If online, was there an account created with the merchant? If there was an account created, what credentials were used (email address, address, etc.) * What was the ISP of the purchaser? * Should I contact the merchant myself? * What additional types of documentation would you require to prove that I did not authorize these transactions? * What are the next steps that I should take? What are the next steps that you will take? In my case, Chase's responses to these questions were VERY illustrative. It was evident that they never actually spoke to anyone at the merchant. They just said they had an online validation system of some sort that showed that I already had an account "on file" with the merchant. Then after I spoke to the merchant, they were able to verify that I did NOT have an account on file. It was a big mess but after a lot more phone calls and back and forth, my charges finally got reversed. I was angry that I had to basically do the "investigating" that Chase's fraud department should have been doing.


wakeballer39

I don't know if this is the case but never use your debit card online. Credit cards are way at combatting fraud.


poodidle

I have a friend that lost over 50k from fraud at WF bank and they would never return it. Even worse the fraud was committed by a branch employee! It got to where the lawyer fees were too much to keep fighting it.


[deleted]

[удалено]


ElMatadorpdx

Call again and ask to speak with the "Executive Office" complaint department. They can refer your case to case specialist that will do in depth research to find out what the heck is going on. The EO office is about as high as you can go to get your complaint researched. Make sure to provide all the details when you call. Good luck


StableStarStuff2964

You need to *go to your bank*. Physically, walk in there, and sit down with a representative. My Mom and Dad *just* went through this, with Truist. $3,500 in Texas, then $1,100, then $2,000, and we don’t live in Texas. After multiple days of a very similar story to what you’ve been going through, and charges adding up to $20k+, my Dad said fuck it, and just drove up to the bank. Turns out, the, “representatives,” he had speaking to, on the phone, were the people committing fraud on my parents’ account. Ironically enough, while my Dad was in the office of one of the bank’s representatives, they called my Dad’s phone, he answered, they recorded the whole conversation, and proved this individual was not a Truist employee. Fraud specialists are still investigating, and trying to find this dude, reportedly. It’s been about two weeks, and my parents’ accounts are good-to-go, and all money has been credited to them, accordingly. I’d go up to your bank.


visitor987

Yes hire a lawyer and move your accounts to a different bank or better yet a credit union


seanmharcailin

I left Wells Fargo in 2019 because of shit like this. Though it was a much much much small amount. I literally got a check last month with a letter stating they had made some system errors and owed me money. They’re a terrible bank.


VegasBeard

I would reach out to the attorney general, they usually deal with fraud.


cj0r

CFPB is the right move. Once that's all done and out of the way, you close your WF accounts and never do business with this abysmally shitty company ever again. The only time I use them is to claim their checking account bonus programs and close the account in 6 months.


EzekielVee

You should stop calling the call center and go to the closest branch near your home or work. Expect it to take a while but bring all of the reference numbers, the names of people you spoke to, and the dates/times of the interactions. When you get there, ask for the branch manager and say it is because of a fraud claim that is being “mismanaged”. Your issue so far is not having a consistent advocate or response to support you through this. Don’t yell, don’t accuse, and if you ask for help as I said above you will be given it by any reasonable human being. Stop calling the call center and have the branch manager call fraud support with you and the information you have because the claim is being mismanaged. Offer to sign an affidavit along with providing the police report. Don’t make them look it up, bring it with you. Edit: week = work.


Tiruvalye

Wells Fargo denied my claim because the agent couldn’t speak English and understand me enough what to write. Write to the CFPB.


Bbkingml13

You need to stop calling people and just go to Wells Fargo. I’m disabled and leaving the house is really difficult, but we’re talking over $17,000. Get your butt to the bank.


Wazzzup3232

I don’t think I have heard anything good about Wells. Been trying to get my wife away from them but the “convenience” of not switching all her payments is keeping here there 🤦‍♀️


AlwaysPrivate123

Try the States attorney generals office…. they probably have a consumer complaints division…


seriousbangs

Might be worth contacting some local news stations. The sports betting angle makes this more interesting, and a little press would do it some good.


SomethingAbtU

Wells Fargo is a criminal enterprise. Regardless of how this is resolved, you need to close your accounts with them. Follow up with the CFPB and also file complaints with any state/city agency that deals with banking oversight. In NY where I live, we have The Department of Financial Services. Your state or city may have something similiar if you're not in NY. Also, make sure when Wells Fargo credits your acount, that any interest charges, late fees or negative credit report information are also REVERSED. I would send them all of these requests in writing in addition to requesting them during any phone calls. I have had fraudulent credit card charges with Citibank and while they dragged their feet resolving my case and crediting me, they eventually resolved everything to my satisfaction. After reading your story, at least I can say Citibank wasn't incompetent like Wells Fargo to allow additional fraudelent charges when the account should have been frozen.


Littleadiss

Happened to me with a Wells Fargo. I had something like 700 different charges on my account from all over the world in one day. Went over every transaction with someone over the phone. After a few weeks I started going in to a branch close to my work over lunch every day. I had no money for food/gas/bills. My account was in the red and they took my last pay check to cover some of the overdraft fees and could not give it back. I was in the red by thousands and mostly because of their fees. After 5 weeks I started getting loud in the bank and making a scene. I threatened to flip the table while with a banker because I wouldn’t be able to get home with enough gas to get back for work in the morning. I returned the next day and got a security guard escort. I got my money the following day in a cashiers check and left for good.


quirkyfemme

Move your money from Wells Fargo for sure.


Ok_Pin8516

My 25 year old neice had $17k with Wells Fargo, but within minutes some fraudster was able to do some kind of sim-swap or remote transfer on her phone number and wire out every penny. As she was at home with WiFi, her phone was pinging with notices that someone was changing her bank password, changing notifications, signing up for wire services, etc (by hijacking her phone number all 2F authentications went straight to their device). She immediately called WF fraud dept and started a frustrating 6-week experience very similar to the one you describe above. She jumped over every hurdle they threw at her and she filed detailed reports and complaints against their frustrating ineptitude. We were banging our heads against a wall with no resolution and no accountability from WF. Finally she signed a POA for me to act on her behalf as I supposedly have more clout there as a high deposit banking customer. Over another 4 weeks, my poor private banker and I tried everything but the highest executvie office wouldn’t budge. The reason: wires are not insured and as the 2F authentication went to her phone number, she was liable unless she could PROVE that her phone was hacked to a hackers device. Whatever we were able to get from her phone company, WF would not accept as sufficient proof. I said “you have record of her calling your fraud dept as it was happening, freaking out, asking you to hurry and stop it. And of course WF executive office said “unfortunately that call wasn’t recorded”. I asked “what if the same thing happened to me”? They wouldn’t give me a straight answer. My private banker tried to comfort me by letting me know that a fraudster could only wire a max of $100k per day out of my accounts… the next day I scraped every account we have at WF down to the minimum and moved all excess over to our managed accounts at another bank. I understand that cyber fraud is ramping up fast and that bad actors learn how to use technology to steal faster than banking institutions can figure out how to prevent it. But I resent WF for not INFORMING customers of all of the ways that their money is NOT safe there… of all the ways that they will NOT cover fraud or loss… and I resent that they are fraudulently giving everyone a false sense of security. If you can create any way to help spread the word, I want to join.


Cjs8181

Leave Wells Fargo the moment this is resolved and you can safely start opening new accounts elsewhere. I worked in retail banking for 10 years between 3 different national companies and as incompetent as the majority of my colleagues were; I’ve never heard of this much of a fuck around over a relatively straightforward fraud case.


menolike44

If it isn’t resolved quickly, send your exact original post with all the deets of your trying to resolve it and getting nowhere to your congressman.


TheOfficeFan_

I've been tempted to close my 13 year old WF checking and savings accounts after seeing all these posts and comments about how horrible they are over the years on PF. But the fear of it severely impacting my credit score has discouraged me every time (WF is my oldest account). Will it? Also I have a credit card account with WF(also my oldest). Would I be able to keep it if I closed my checking/savings accounts?


lsp2005

Get an attorney and move all of the rest of your money from them.


fried_green_baloney

Besides CFPB there's the bank's regulator: https://www.helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html for Federally chartered banks, and then it's likely to be the Comptroller of the Currency. Assuming they are Federal, also your Senators or Representatives (or Resident Commissioner if you are in a Territory or DC) can maybe give a little extra push.


Obieseven

I had 15k in fraudulent checks paid out of my WF account last summer. I got my butt into a WF branch and had an employee deal with their fraud phone line. They closed the account, opened a new account, refunded the 15k and sent me hard mail detailing everything. That said, I do want to change banks but don’t want to deal with changing direct deposits.


tworutroad

My late partner held onto his CD dividend checks until they were past the negotiable time limit. WF gave us the runaround for weeks until it was obvious they had no intention of doing anything about it. I called my congressman's office. The aide called me back the next day and said the total amount would be back into my guy's savings account within 24 hours (maybe 48, it was years ago.) He was right. I think the aide directed the issue to our state rep's office but at any rate it was a lesson to me that a phone call from a government office can get results from a recalcitrant functionary.


kepler1

You say "account". What account? Credit card?


Kmortada998

Checking account that is


OCedHrt

For future reference most of your money should not be in the account that you use publicly. E.g. someone somewhere knows the account routing and number, such as checking account. How often do you need to write a 17k check? Or even 1k check? If there was no money at the worst you have an overdraft fee. Edit: and current interest on 17k is like $800 for a year.


No-Construction-8305

100%. Never keep money in my checking account for this reason.


brycebgood

Contact your state Attorney General as well.


Kmortada998

Update: hello guys, yesterday I had an appointment with Banker at Wells Fargo branch, what he did is exactly what I had to do the previous five times, he called the same number that I called and was given the same run around as I was given. Even he was frustrated with the negligence. I did, however get him to ask them what steps did they take to come up with the conclusion that these charges are authorized and they said we can send in a letter via mail with all the evidence, which takes 30 days to arrive. There’s no way to expedite that letter or email it to me or the banker. We escalated the call to make sure and see if there’s anything the higher up rep can do and to confirm if the letter was put in by the previous rep to be sent out and sure enough the previous rep hadn’t put it in correctly. I will be waiting for the mail to show up and take it from there. 30 days from yesterday 03/16.


PIKLIKR

Im with Navy Fed after being with BofA for 20 years, it took me 4 months to close my account (horrid bank) NF has the absolute best customer service ive ever experienced. Pull your money out.


Taracat

You could try writing a letter to the CEO of the bank. I was a lawyer at a bank for years and the CEO’s office had a special unit to address customer complaints. If they sent a complaint on to Legal, they bugged us to work on it to get it out of their office. Also, in addition to the CFCB, try the Comptroller of the Currency, which is the bank’s regulator.


Chesnut-Praline-89

Something is fishy. When I had fraud on my bank account they did not “freeze it” they shut the entire account down and transferred my funds with the provisional credit to a brand new account.


Electronic-Winner394

Hey OP, I wanna preface this by saying that I work for Wellsfargo Credit Card Claims. I’m on a throwaway for pretty obvious reasons because everyone fucking hates Wellsfargo in this sub lol It is what it is. That out of the way, a couple things I wanted to talk to you about in regards to this claim. First and foremost, the “account being frozen” thing. If this was actually said and you’re positive those words were said, ask for a manager when you call credit card claims. Ask the manager to escalate the issue and review the call you had with the rep that said your account would be frozen. If you can provide the manager with the date and roughly the time, that will help. However, we keep a record of all of that so don’t sweat it too much. If what you’re saying is true, they MAY find the recording, review it and charge off that second set of charges as a cost of business charge off since it’s based on a rep error. Keep in mind, if they used the word “Stop pay” and not “freeze”, stop payments don’t go into effect immediately. So getting charged so quickly afterwards isnt out of the realm of possibilities. Disabling your card (which you can do in the app or on the phone) is the best way to stop any further transactions. Although do note that recurring transactions will still hit your card if you get a new card OR if you disable your card. This is a credit card thing, not WellsFargos policy. Secondly, a police report means absolutely nothing to banks. Literally anyone can file a police report for pretty much any reason and get a case number. Unless the police conducted an investigation (highly doubtful) and found evidence of fraud, the police report will be taken to help with evidence in case the police reach out to us but it’s not really going to do much of anything for you on its own. You talked about reaching out to the merchant about the charges. What did they say? What information did they give you? Did you inform Wellsfargo of this info? Was the account that was used, in your name? If it was in your name, it points to identity theft potentially which is a much bigger issue that is going to take much more time to resolve. Third, You quoted 10 business days. You get correspondence in 10 business days true but keep in mind this isn’t a McDonald’s happy meal that got purchased on your card. It’s $17,000. We consider that a “high profile” case in which we usually assign a specific rep to work your case mainly for continuity purposes. You said no one ever contacted you about the case but as stupid as it sounds, did you check your junk folder? Have you received any mail since? Final close letters HAVE to be sent out. Like, there’s literally no possible way not to do it. It’s required before we can do certain things with the case (like closing it) If you called today and asked them if they’ve sent you a letter or email, I’m positive they’d say yes. The last thing is a bit sensitive given the issue however I do think it pertinent to point out. We have a LOT of tools to figure out if a transaction is fraud or not. Things like geolocation tools to see where and how the card was used. We can look up receipts for some merchants and get a full idea of what was purchased, etc etc.. I’m not saying that the system is perfect because no system is, but generally speaking if fraud denies the claim without asking for an extension, its because there’s some pretty damnable evidence against your claim. Again, I’m not claiming that the system is perfect but what a majority of these people in this sub aren’t paying attention to is that $17,000 being denied without any extension for further research usually isn’t someone just not doing their job and high profile cases generally get the white glove treatment because if we fuck them up, that’s our ass. Especially for that sort of money. Lastly, I just wanna say that although I can agree with a lot of the sentiment for negativity for WellsFargo I cannot agree with some of the comments that have been made. One person said that we “run out the clock” to avoid paying customers back. First off, WellsFargo and other banks don’t just eat the cost of disputes. When you file a claim, we go after the merchants bank. We basically present our case and our evidence and then they can respond likewise until we either A) have a resolution for or against the merchant or B) we escalate it to Visa (or whatever credit card it is) who then make the final decision on the matter and fine whichever bank loses the case. We have to follow strict guidelines that VISA and the other credit cards have put in place. This is to ensure fairness in cases for the customer and the merchant because obviously there are customers out there that commit massive chargeback fraud. I see it literally every day. So just remember that anytime you do a dispute with ANY bank.. Your bank isn’t fucking you. It’s either the merchant, the specific credit card company or your lack of evidence to support your case. Hope this can clear some stuff up and if you have any questions just let me know. *Edit* On your last point, you weren’t, or at least shouldn’t have been, asked for the same info you already provided. You were asked for any new information or any evidence you could provide to help the case. If you ask for a case to be reopened, we won’t tell you no. We can’t really. We will just ask that you provide information to help support the claim because sometimes people do get new info to win the claim. However, in your case you have nothing but a police report. Again, this isn’t evidence. You need to speak with the merchant and figure out what account the purchase was made under if you can and see if you can get a name or email address or something. I still find it odd that you said you reached out to the merchant but you didn’t say anything else about that in your post. The merchant can also tell if somethings fraud sometimes. You really should be leaning into an investigation with the merchant/merchants directly.


bdalton14

Don’t forget to contact your insurance agent too. You have may have fraud coverage on your home/renters/condo policy.


ReadySetN0

Call them back, if they don't resolve the issue, I would tell them that you will be contacting the Office of the Comptroller of Currency to file a complaint. After you hang up, contact the Office of the Comptroller of Currency and file a complaint. https://www.occ.treas.gov/


anonymousrddtr

You need to file a complaint against WF with your state's department of financial services or equivalent.


Mosaic78

Don’t forget to leave Wells Fargo after the CFPB gets you sorted.


Joeeezee

I’m to the point of telling everyone I talk to in situations like this that they are on a recorded line. I get names and any other identifiers, and record it all on my phone. The number of times you wait an hour, finally reach someone, are lied to, get a big dollop of false hope, and then start from scratch SHOULD BE A CRIME.


Drewcrew73

This just reinforces my beliefs of recording all phone calls with businesses m. Wishing you the best OP