Consumer complaint received 2020-03-04
Company: WELLS FARGO & COMPANY
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
WELLS FARGO HEALTH ADVANTAGE CREDIT CARD On XX/XX/XXXX at approx. XXXX XXXX EST I made a call to pay my bill via phone as I do every month. While on the call there appeared to be numerous stops or delays in the prompts. I gave verbal orders for a payment of {$100.00}, it did not go through. I entered {$100.00}, it did not go through. At this time the prompts were asking to confirm a payment of {$780.00}. I verbalized NO, STOP, Cancel. Thinking this would cancel and I could start over the process them moved to confirmation. Again I said NO, STOP, CANCEL. I should have hung up but the prompt moved into confirming I payed {$780.00}. I DID NOT! That was my whole paycheck. 
I called Wells Fargo Health Advantage at shortly after XXXX XXXX EST. Spoke to a representative who had me on hold shortly and returned citing they can not stop the payment. WHY? The response was " We can't do that anymore ''. I told the representative that it states it's a recorded line and I did not give authorization to my bank account for {$780.00}. I wanted to pay {$100.00} only. At that time I was told that Wells Fargo will attempt to access my account 3 X. I had to withdraw my money from my bank account so they wouldn't take my whole check. Thus causing overdrafts for funds that were already coming out legitimately. The first hit occurred on XX/XX/XXXX for an amount of - {$32.00} overdraft for Wells Fargo. There was a second attempt to to withdraw from my bank account on XX/XX/XXXX. Why is this okay? I never authorized the first attempt, now 9 days later they are trying again. Resulting in another {$32.00} overdraft. Now I'm just talking about what my bank charged. Wells Fargo felt obliged to help themselves to more charges on their end. I called a second time at this point and spoke with a representative named XXXX. XXXX was not so helpful. At this time I had received another bill stating that I had a balance of {$850.00} and only owed {$27.00}. The representative states that there was a payment of {$850.00}. That may have been possible because the XXXX  office sends back any payments that were not used at the end of treatment. I told the representative the situation and she said they will send out a form for me to fill out for the return of the money I paid since I was only trying to pay {$100.00} but it would take several weeks. I didn't pay them anything from that transaction of XX/XX/XXXX. I pay ahead so there was no money due at the time. Now it's time to pay the bill but nobody can tell me what to pay. Then I got hit a 3rd time on XX/XX/XXXX for another {$32.00} attempt to access my bank account for {$780.00}. WHAT?? This can't be legal! It most certainly is scandalous and corrupt. So today I will make another attempt to work with these people but I'm not sure where it will lead. At any rate this needs to be reported. 

Contact number - XXXX for customer service M_F XXXX - XXXX CT

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