Consumer complaint received 2021-08-07
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Approx one year ago near end of the summer, Wells Fargos app allowed about XXXX XXXX worth of already submitted checks to spoof my checking account. In turn, it took me down and at the peak of the lowest point after losing my main job and pt job, wf pushed to then top my succumbed pandemic life to a breaking point. It wasn't just my own money they continued to XXXX out of my account but I could not for the life of me actually get a person with some kind authority on the phone. After missing a full day 's work 1 month later and 13 csr reps later, my " escalated " tears were DONE at that point. JUST TO GET SOMEONE TO HELP ME attempt to retrieve not only MY money from their ridiculous made up fees in which I never had before but my regular customers were pushed to the brink of firing me after taking them and running THEIR money / checks through the wringer and charging back THEIR accounts. One family of XXXX was in the process of buying their new home! Wells Fargo RUINED THAT. 2nd regular attempted to threaten me since she ASSUMED that it was I who was running those old checks through twice! Said she would pursue legal action. 3rd customer was the ex wife of a police officer who was forced to open up a fraud charge on her end! And Wells Fargo spoke of NOTHING from the jump to me, their own customer. Not an email, phone call, NOTHING. I was forced to find all of this out BY the customers who were continually losing money from their accounts being drained, put back, fees, then drained again because it was all gradual and lengthy as to money flip flopping. SINCE this happened my accounts, Yes saving too! Has fees showing up, chareback fees, you name it. I've attempted to close my checking down 7 times already. 4 times by phone. I've been hung up on because I refuse to start their idiotic processes with these petty cars who wouldn't know what to do if you put them behind a desk. Seriously the competence levels are pretty shallow and being a customer having to reap all this, I AM ANGRY. VERY. I HAVENT SEEN A DROP OF my own paycheck deposits in approx 6 weeks as of current. Shortly before this, I RANDOMLY received a {$270.00} check for " error " from Wells Fargo. LITERALLY a Wells Fargo cashiers check and the letter not explaining WHAT exactly it was for but explaining how I needed to cash it AT Wells Fargo so there wouldn't be a " fee ". 
The audacity behind all this led me to deal with the biggest branch between two cities and I went straight to the top to the branch mgr. Wonderful guy. Tried to help as much as he could but because ( then ) wf had drug it out so long without a callback after all those escalations ( there were more days I had called as well ) ( it's all notated in their call logs ) I have my original account information which plainly states what I agreed to. My question is, when did Wells Fargo change the rules without letting anyone know such as myself! They as a whole entity KNOW this was mishandled. All of it! As of current, I'm thousands of dollars in the hole and I just want to be rid of them, that bank for the last and final time. BUT. IM not leaving without what's rightfully mine! And my previous regulars need their fees and money back in their accounts that Wf was so quick to take out. I had been a customer since XXXX and THIS first incident had NEVER happened. The app was designed to not let any human resubmit any check. It would actually vibrate to grab your attention. But it would also have an exact copy, the date, time stamp and when submitted by user. I used this to notate for my own records. At that time, catching up on 2 to 3 months of checks behind. It was never an issue, ever. The app was precise and right or correct down to the very red cent. That Saturday rainy mid afternoon, was a total shock. So shocked my husband had taken notice and asked why I hadn't Submitted XXXX XXXX worth of hard work I had previously done. THAT wasn't like me. So to dbl check, that app workED flawlessly until that fateful day. I lost all job, close to still losing my own home, can't currently pay any bill so my insurance will lapse on home and auto. It keeps getting worse. All due to this slippery slope of a nightmare. I have also kept every paper sent to me by Wf. From the recorded phone calls to the ridiculous amount of pettiness by their cars, I seriously am an inch from the deep end no thanks to Wells Fargo and it's " loyalty ".

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