Consumer complaint received 2020-05-04
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On XXXX via email, I sent this to the Board of Directors Dear Board of Directors : Please find 6 attachments Every month for the last couple of years, I had Wells Fargo via bill pay to send my mortgage payments to XXXX XXXX  in the amount of {$1200.00}. That same amount was also sent to XXXX XXXX  for XXXX 's mortgage payment on XXXX. 

On XXXX I learned through XXXX XXXX  that my future mortgage payments had increased to {$1300.00}. I immediately contacted Well Fargo and requested that they change the previous amount paid to XXXX XXXX  to {$1300.00} effective for XX/XX/2020. Everything else was to remain the same ie ... reoccurring payments, the banking info and payment due date roughly around the 2nd or 3rd of every month and so forth. At the time of this notification/adjustment, I had approximately {$1000.00} in my checking account. 

On XXXX I received an email from Wells Fargo stating that payment in the amount {$1300.00} had been sent to XXXX XXXX. Please refer to page 6 of the attachments. On page 1 of the attachments shows what the female banker did on the XXXX. At no time did I request to have payment sent immediately to XXXX XXXX  since my mortgage payment for XXXX had already been received there was no rush to make a payment. Remaining on page 1, what does this action say about the female banker who sees {$1000.00} in my checking account yet process a payment in the amount of {$1300.00} to go out immediately from my checking account. Right from the onset, she knew or should have known that would exhaust my checking account to a balance of zero. Because of the female banker 's actions and unbeknown to me, it started a negative domino effect. A freeze was placed on my debit card and so forth. This is coronavirus time. I, like millions of other people are not in a position to make a double payment in this month. 

I immediately contacted Wells Fargo and requested to speak to a supervisor and spoke with a gentlemen by the name of XXXX. He appeared as if he understood the situation and said he would straighten the matter out. XXXX asked me what I wanted him to do. I presented to him a couple of scenarios. ( A ) Wells Fargo could cancel the transaction and refund my money or ( B ) Wells Fargo could do nothing and let the payment go through. I chose ( B ) but instead of my reoccurring payments beginning in XXXX as I initially requested, the reoccurring payments should start XX/XX/XXXX since XXXX 's mortgage payment has been received. At that time, I did not see any over draft protection fees. After getting off the phone with XXXX, I transferred {$100.00} from my savings account to my checking account just to have something in there ref # XXXX. See page 3 of the attachments. 

On XXXX I learned that XXXX XXXX  received a payment of {$1300.00} on XXXX refer to page 5 of the attachments. Just for giggles, I went to the bill pay section of Wells Fargo 's website to see if XXXX had made the necessary changes. Please refer to page 1 of the attachments. I still see the same information the female banker who began this odyssey. In other words, I did not see the updates that I had spoken with XXXX about and there was no reoccurring symbol for continuous payments. As stated earlier, I transferred {$100.00} from my savings account to my checking on XXXX yet on XXXX my checking account remains at zero balance. In other words, the computer did not update my transfer from savings to my checking. Please refer to Page 3 of the attachments. On XXXX I learned about the over draft protection fees. I should not be liable for this as this entire incident was not my doings. 

If the changes I am requesting has occurred I apologize for jumping the gun. I am just trying to get out ahead of this thing so that I won't have this issue down the road. 

XXXX XXXX Last 4 digits of debit card, XXXX.

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 monetary relief