Consumer complaint received 2020-03-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
First and foremost, There are multiple complaints I'd like to submit. The first complaint is that I was hit with a few overdraft fees in one day. I called to see if there's something we can do about that as I am unable to get employed at the moment. I ship out for military training in a couple of weeks and all the interviews I was able to get were not willing to hire me, I believe because I'd only be employed for a few weeks prior to getting shipped out for a few 7 months. 

That being said, they agreed to refund 'Half ' of my overdraft fees. However, the way they did it was refunded half of each overdraft fee. I called back to get someone else and was told because the way they did it, refunding half of each overdraft fee, I had already agreed to resolution for each overdraft fee and theirs nothing they can do about that. However, the overdraft fees still put me substantially in the negative. 

Skip to my second complaint. I tried to make things right and bring my account current. I deposited money into the ATM, and the ATM gets jammed. Giving me only {$0.00} for my couple hundred dollar deposit. This occurred XX/XX/2020, in which rent was due the next day. So I thought maybe deposit and write a check for my rent, ( horrid idea thus far as the ATM kept my money from me ). I called customer service and was told I'd have to wait for 10 business days or call in to get a provisional credit. I was told I can also call on Sunday ( the following morning ) to get things resolved. I called Sunday and had gotten transferred around and around until they came to a conclusion of 'nothing we can do but submit a complaint and call back on Monday ' when their team was actually opened. 

I called on Monday, and yet again told no provisional credit, I'd have to wait for 10 business days for corrective actions to occur before requesting for provisional credit. This is unacceptable as a financial institution this large should able to assist in something that was out of the consumer 's control. 

Needless to say, I was not only met with a bunch of overdraft fees that were 'unresolvable ' but met with them withholding funds for multiple days whilst investigations were on the way. I'm truly disappointed with my experience, disappointed by the way I was treated for the most part. 

I may not be the best person, but that money was hard-earned. Now not only do I leave for the military with a negative mindset from my landlord from me leaving and continuing paying rent whilst I'm away for 7 months. They may be asking me to move. 

Once again, truly disappointed, dissatisfied with this. My complaint may be overseen by the financial institution as a 'minor inconvenience ' or maybe even go completely unnoticed but to me, every dollar unnecessarily withheld is a major inconvenience. 

My message to the institution is to change the SOP 's within the company. Put yourself in the shoes of struggling consumers. Say I only had XXXX dollars and deposited and it got jammed, getting credit of only XXXX cent for 10 business days. What happens if I was a struggling father? Now my kids can not eat for 10 business days? What happens if I was borderline homeless ( which in the current state that I am in, I am with no job, no income ), am I supposed to starve whilst an investigation is on its way? 

Not only is that wrong, but the company 's structure proves to be flawed for consumers.

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