AG Brnovich Announces Start of Wells Fargo Consumer Redress Review Program

Consumers, who have not been made whole through other remediation programs, can submit inquiries to escalation team

PHOENIX -- Attorney General Mark Brnovich announced today Wells Fargo has launched a consumer redress review program through which consumers, who have not yet been made whole through other remediation programs, can seek to have their inquiry or complaint reviewed by a Wells Fargo escalation team for possible relief.

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 the bank violated state consumer protection laws by (1) opening millions of unauthorized accounts and enrolling customers into online banking services without their knowledge or consent, (2) improperly referring customers for enrollment in third-party renters and life insurance policies, (3) improperly charging auto loan customers for force-placed and unnecessary collateral protection insurance, (4) failing to ensure that customers received refunds of unearned premiums on certain optional auto finance guaranteed asset/auto protection ("GAP") products, and (5) incorrectly charging customers for mortgage rate lock extension fees.

As part of the program, Wells Fargo will maintain a website that contains information regarding consumers' eligibility for redress. Wells Fargo's website describes the issues covered by the settlement agreement and provides 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 consumer redress review website may be accessed at

Consumers with questions or concerns may call the following Wells Fargo escalation phone numbers:

  • 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

Additionally, Wells Fargo has paid a total of $575 million to all 50 states and the District of Columbia, including $37.1 million to Arizona, to settle these five categories of claims. Arizona will receive the third-highest amount under the nationwide settlement. The funds will be used by the Attorney General's Office to help further strengthen consumer protection enforcement efforts, as well as pay for the states attorneys' fees.

Copy of the states’ agreement with Wells Fargo.