Attorney General Frosh Announces Wells Fargo Consumer Redress Review Program

BALTIMORE, MD – Maryland Attorney General Brian E. Frosh has announced that Wells Fargo has begun a consumer redress review program through which consumers who have not yet been made whole through other remediation programs already in place can seek to have their inquiry or complaint reviewed by a Wells Fargo escalation team for possible relief.

“Through this program, all affected consumers have an opportunity to have their claims reviewed,” said Attorney General Frosh. “Not one customer who was wronged should slip through the cracks.”

The consumer redress review program was a key component of the December 2018 settlement with the attorneys general of all 50 states and the District of Columbia to resolve claims that the bankviolated state consumer protection laws by:
– Opening millions of unauthorized accounts and enrolling customers into online banking
services without their knowledge or consent;
– Improperly referring customers for enrollment in third-party renters and life insurance
policies;
– Improperly charging auto loan customers for force-placed and unnecessary collateral
protection insurance;
– Failing to ensure that customers received refunds of unearned premiums on certain
optional auto finance guaranteed asset/auto protection (GAP) products; and,
– Incorrectly charging customers for mortgage rate lock extension fees.

As part of the program, Wells Fargo is maintaining a website that describes the issues covered by the settlement agreement and provides information regarding consumers’ eligibility for redress and the escalation phone numbers consumers may use to request review. In addition, Wells Fargo will provide periodic reports to the states about ongoing remediation efforts. Wells Fargo’s redress website address is www.wellsfargo.com/commitment/redress.

Consumers with questions or concerns may call the following Wells Fargo escalation phone numbers for more information:
– Unauthorized Accounts/Improper Retail Sales Practices: 1-844-931-2273
– Improper Renters and Life Insurance Referrals: 1-855-853-9638
– Force-Placed Collateral Protection Auto Insurance (“CPI”): 1-888-228-9735
– Guaranteed Asset/Auto Protection (“GAP”) Refunds: 1-844-860-6962
– Mortgage Interest Rate Lock Extension Fees: 1-866-385-5008

Consumers may also call the Attorney General’s consumer protection hotline at 410-528-8662 or 888-742-0023.