Consumer complaint received 2020-12-10
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
From XXXX XXXX to XXXX XX/XX/2020, I have had several conversations with Wells Fargo employees including management. Based on those conversations, I confirmed something I already knew. Wells Fargo does not give a XXXX about their customers. Before you dispute my claim, please explain why your company has been involved in so many scandals that involve your customers. Some of the scandals occurred since XXXX when I unfortunately started the refinance process with Wells Fargo. 

The points below support my claims : 1. Wells Fargo employees will talk over you in order to deny wrong doing. Just today, I spoke XXXX XXXX who has been assigned my latest complaint to CFPB. Even though my intent was not to talk to her ( I was actually looking to speak to a manager but I was told she would talk to me ) and I did not necessarily want to talk about the foolishness surrounding Wells Fargo and the credit reporting agencies ( I brought it up as an example of poor customer service ) she kept talking over me and was very strong with foolish responses to what happened. Ill talk about that later. 

I also spoke to a so called manager later today and she engaged in the same behavior of cutting me off and talking over me. I mention one thing and she cuts in to answer a question that was never asked. I had to yell over the phone just to try to bring the conversation back but that didnt work either. I had a similar experience with a manager named XXXX on XXXX XXXX and it got to the point where I had to used the term over to let her know when I was done talking so she wouldnt interrupt. It actually worked and we ended up having a civil conversation. 

2. Wells Fargo will tell you things that does not make sense and stand by it no matter what. As noted before, I used the example of the credit reporting agencies in conversation with XXXX XXXX. I received a notification from a company that alerts me to possible fraud. It turns out that notification was triggered by something Wells Fargo did something. Due to Wells Fargos past and current scandalous behavior, I called to ask what Wells Fargo did and why did they do it. After getting conflicting responses to these questions, I was told that a case needed to be open. Prior to getting the results from this so-called case, I called the company that notified me. Not only did they explain what Wells Fargo mostly likely did, they suggested the Wells Fargo was hesitant to say anything for fear of getting in trouble for wrong doing. I truly believe this was the case. 

XXXX XXXX suggested on multiple occasions that it was my responsibility to check my credit report to see what Wells Fargo reported about me and if I disagreed with what I saw, I was my responsibility to supply Wells Fargo with the correct information. Remember that my initial question to Wells Fargo was what did you do YOU do and why did YOU do it. If fact, the letter I received from Wells Fargo dated XXXX XX/XX/2020 said You recently contacted us for an adjustment to your credit report. We received your account and determined the information we sent to the consumer reporting agencies was accurate. The letter went on to say You can provide us with more information if you disagree with our finding. 

The first sentence is a false statement since I never requested an adjustment to my credit report. If you have evidence to provide otherwise, please present that to me. You are so used to wrong doing that automatically go your canned responses no matter what. You stated that the information you sent to the credit reporting was accurate without saying what information you sent to them. When I asked Wells Fargo what they did, they could have answered that question but chose not to. You stated that I could submit more information if I disagreed with your findings but I am not sure what information I was supposed to provide if I did not know what you submitted to the credit reporting agencies. XXXX XXXX read me the company line and suggested Wells Fargo did everything correctly. XXXX XXXX at some points seemed to realize what she was saying was ridiculous but then would revert back to it was my responsibly to prove something rather than Wells Fargo answering the simple question of what did you do and why did you do it. 

3. Wells Fargo does not read complaints, they just respond and make stuff up in the process. On multiple occasions, I attached an email from XXXX XXXX to my CFPB complaint. On multiple occasions, Wells Fargo avoided even acknowledging the email and offered a long winded response to a question I did not ask. Today while speaking to a so-called manager, I mentioned the issue and she asked me what email? I not sure if she asked me that question because she didnt take the time to be familiar with my complaints before calling or if no one from Wells Fargo has even taken the time to see what email I was referring to. 

Even if it was possible the attached email from XXXX XXXX did not reached the case specialist, I mentioned his name in pretty much every complaint I have filed. I was told earlier on by a so- called case specialist that responding to cases takes time because they have to reach out to different offices to get questions answered. As far as I can tell, XXXX XXXX does not work in the executive office and therefore someone should have reached out to him or his boss for comment. Better yet, XXXX XXXX should have reached back out to me if what he said in his email turned out to be incorrect. As you may have guessed, he did not. 

4. There is a lot more but I will end with this. In my last two complaints, I stated what I would like as a specific resolution. I originally suggested that CFPB conduct an investigation in to Wells Fargo but realized that they do not do that. I believe they have levied fines on Wells Fargo but not for all the XXXX that was done to me. However, there are people out there that do those types of investigations and Wells Fargo will be back in that spotlight in due time to due to all your wrong doings. 

Wells Fargo has rejected both of my resolution request. In fact, the so-called manager I spoke to today suggested that Wells Fargo has offered resolutions since they told me what to do if I didnt like what they said. I guess that includes me providing information so I can learn what you did and why you did it. So outside of paying out due to the multiple lawsuits you have been in, what do you believe is justification for providing real customer service and real relief when you treat your customers like XXXX? Do I have to wait to join a class action suit against Wells Fargo? Do you really believe you have done everything correctly and I have no valid arguments? These questions may seem rhetorical but I just thought I would ask.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation