Consumer complaint received 2016-12-02
Company: WELLS FARGO & COMPANY
State: MA
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
On XX/XX/XXXX I suspected the potential for fraud on my Wells Fargo Checking account so I opted to call Wells Fargo and close my current account and open a new one. During my call with the Wells Fargo agent, they asked me if I wanted to bring forward any automatic payments or preauthorized transactions and I requested that any and all pre authorized transactions or automatic payments be returned and not paid. The agent advised me during our call that were on a recorded line and verified with me that they were not going transfer any automatic payments or pre authorized transactions using my new acct and all of the transactions would be returned unpaid. In XX/XX/XXXX i got a letter from wells fargo saying I had an account that had a negative balance of {$1100.00} and I needed to resolve it. I requested documentation of the alleged negative balance and received statements showing the date I transfered the funds from my old closed account on XX/XX/XXXX and a list of automatic payments/pre authorized payments debited to the new account even after our recorded conversation instructing them not to pay any automatic payments. On XX/XX/XXXX I made the first of 7 calls to wells fargo and was bounced around between the claims dept, collections and fraud dept with little progress. I am disputing the charges from automatic payments and pre authorized transactions along with the fees and bank charges as Wells Fargo was not suppose to pay any transactions from the new account. There were no other transactions or checks sent through this account other than the said transactions. All of the agents I spoke to XXXX & XX/XX/XXXX have indicated that because the account is closed they cant remove any overdraft fees or transactions but if it were open that would be different and they advised me to go inside a Wells Fargo branch which there are no branches in MA where I live. Wells Fargo has also filed derogatory information with XXXX which will could prevent me from obtaining a bank account or opening the business I am about to venture into. I would like to settle this issue and not have anything derogatory on any credit reporting systems, XXXX or any other reporting company.XX/XX/XXXX called XXXX reached a gentleman that was helpful and understanding of my concerns. After speaking for approximately XXXX min he reviewed my account with me and then needed to transfer me to someone at XXXX. I stayed on hold until my call timer reached XXXX minutes where I stayed on the line and called XXXX from my other phone only to be told that I should n't have been transferred to that number and he would stay on the line to transfer me to the correct department so I hung my call that was on hold ( 1 hr and 13 minutes ). After another 12 min on hold he connected to a gentlemen that said he could n't find my account with the account number XXXX and suggested I go into a branch which is n't possible where I live in XXXX MA. After expressing my concerns with his suggestion the phone went dead. I called back XXXX and went through the entire process again and expressed what just occurred so the woman said she would transfer me to the right department and make sure they could access my account t before connecting me. It 's now been 33 minutes and no one is picking up the phone so I 'm writing you this letter of complete and utter frustration. I do n't want apologies for the lack of service or the manner in which your representatives handled my situation, I just want resolution.

Company response to consumer: Closed with non-monetary relief