Consumer complaint received 2021-03-04
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX has an issue with servicing. One Wells Fargo associate told me they would stop payment, after dispute submitted, and return me my funds. Pending, 7-10 day investigation. I was then told I would be transferred to complete the return of funds. When transferred, the transfer was to XXXX not Well Fargo. And the person on the line had no idea what I was talking about. After some condescending discussions about what a dispute and a stop payment is and after he, white male, tried to shoo me away with a form, that we both determined at the beginning of the call didnt fit my situation. He then told me to hold on ; after sounding frustrated and hung up on me. After calling back and waiting an extended period for another agent, I was told the first agent that submitted the dispute was wrong on the recovery process. I do not care about these nonsense guidelines only used on the people who are responsible for these companies existence. Save that talk for a legislature or some entrepreneur ready to take a portfolio of subprime debt. I paid to have a debt removed by a date. It has been told to me, by the company, they will not provide assurance of the removal to me. Even though, when I paid, I was told I could call and get a form to show it was paid. So they didnt remove it by XX/XX/XXXX. They told me effectively they wont even begin the process until XX/XX/XXXX. Meaning it wont be off my credit until XX/XX/XXXX. Go back and listen to the call, I said, if it cant be off by XX/XX/XXXX, Im not paying. I was told it would be. So, XXXX XXXX committed fraud to get payment on a debt. Then, went to the bureau and stated it was paid. Only for them to update as a new debt with a new balance. Why would I pay them, only to let them, turn around and repost on my credit? All that 30 day wait nonsense is a policy used to maximize efforts to charge and punish. Up to 30 days, is not the same, as waiting until the XXXX day, at XXXX, to notify the bureau. When I only paid to have it removed before XXXX XXXX. We had a deal for a service they did not provide. Meaning, I shouldnt be response for paying for those terms. Any XXXX law student could get that, but the folks at XXXX and Wells Fargo dont seem to understand consideration, offer and acceptance. Digital currency or physical cash it doesnt matter. If I agree to pay for x and got c, then I need my money back for x. This isnt rocket science. Its called doing the right thing. Its not a magic wand as the white condescending and lowkey ignorant associate tried to make it seem. Im not asking for a handout. Im requesting you as a bank and XXXX provider do your job. Call it a theft. Call it fraud. Call it bait and switch. Call it whatever you want, but it would be ridiculous to consider this as a harm to me, the consumer. A consumer is entitled to a receipt for their purchase. I dont have a receipt. No account manager to discuss with XXXX XXXX. Wells Fargo is effectively acting like the good guy for doing a dispute, then they send you to XXXX who doesnt even know what youre calling about. In no way is this acceptable.

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