Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #4397725
Complaint Overview
Complaint ID: 4397725
Company: Wells Fargo & Company
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
State: Florida
ZIP Code: 32259
Date Received: 2021-05-22T12:00:00-05:00
Date Sent to Company: 2021-05-22T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On Monday, XX/XX/XXXX I contacted the Wells Fargo rewards department regarding a flight credit that I have due to a covid-19 trip cancellation. During this call, I was told that Wells Fargo did not have my correct birthdate on file and the rewards department would not speak to me or correct the issue. The manager XXXX I spoke with was incredibly rude, argumentative and kept speaking over me and then hung up on me. I then called back that same evening and spoke with the bankers escalation line who confirmed this was a bank error and dated back to XXXX. My complaint was forwarded to the executive office but they never contacted me, despite being told I would receive a call within two business days. I received a canned email stating the rewards department would not speak to me without an accurate birthday. Now here is my problem with that : 1. This company has had an incorrect birth date on my profile for almost a decade. According to your agent, the birth date was incorrectly added to my profile when I opened a team member checking and savings account while XXXX by Wells Fargo in XXXX 2. This company XXXX me with an incorrect birthday on my profile 3. This company gave me a checking and savings account without verifying my identity and my birth day 4. This company gave me a mortgage, and then later closed my mortgage, without verifying my identity and birth date. 5. This company changed my profile from my maiden name to my married name without confirming my birthdate 6. This company opened a high limit credit card that is in regular use without confirming my birthdate. 7. This company cashed in thousands of rewards points for a {$700.00} flight without confirming my identity via birthdate. 8. This company opened and closed a second checking account without verifying my birth date. Ive spent 11 years as a customer with this company and for 11 years they have failed to identify their error. They have failed to confirm my identity for almost a decade while opening accounts and a mortgage. Then, when I identified their error for them, they failed to take ownership and address the issue. Their executive office responded with a canned answer of the rewards department requires you to confirm your birthday instead of addressing the true issue of years and years of Wells Fargo failing to adequately know your customer.
Frequently Asked Questions
What is Complaint #4397725 about?
Complaint #4397725 was filed against Wells Fargo & Company regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2021-05-22T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with non-monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.