Consumer complaint received 2023-11-01
Company: WELLS FARGO & COMPANY
State: CO
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I had several fraud charges on my Wells Fargo checking account that brought its balance down to below XXXX, which triggered overdraft cash advance protection from my Wells Fargo Autograph credit card on XX/XX/2023, with a Description of " OVERDRAFT TO XXXX '', Ref. : " XXXX '', which later on got reversed on XX/XX/2023, with a Description of " ADJUSTMENT-CASH ADVANCES '', Ref. : " XXXX '' since the checking account was refunded due to Wells Fargo determining charges on checking were fraudulent. This should have been the end of the whole process. 

But unexpectedly, as shown on the XXXX credit card monthly statement issued by Wells Fargo, another reversal can be seen on XX/XX/2023, with a Description of " OVERDRAFT REVERSAL '', Ref. : " XXXX ''. But also, another cash advanced got randomly triggered on XX/XX/2023, with a Description of " XXXX XXXX '', XXXX. : " XXXX ''. 

Cumulatively, there have been two cash advances and and two reversals triggered automatically by Wells Fargo 's system, all in the amount of {$490.00}, netting a {$0.00} charge on the account. 

But what ended up happening was, Wells Fargo unilaterally decided to count the {$480.00} of my current credit card balance as " Overdraft Advance '' despite the fact that I have never used this service other than the aforementioned advances and reversals due to Wells Fargo 's system. Wells Fargo decided to charge me interesting during XXXX 's, XXXX 's, XXXX 's, and XXXX 's statements, in the amounts of {$12.00}, {$12.00}, {$12.00}, and {$12.00}. Although they did refund me XXXX 's interest charge after several phone calls with them. 

But the root cause still has not been resolved to this day, their system is still counting a balance of {$500.00} as cash advance, this balance has since slightly increased due to interest charges and payments. After numerous calls, many of which lasting for close to an hour, with their customer service who claimed they had submitted a case to their executive office named " Customer Advocacy Group '', their executive office confirmed on XX/XX/2023 that this issue still has not been resolved and they've never received a new case apart from the case they received in XXXX. A new case numbered " XXXX '' was opened by XXXX of their persons in " Customer Advocacy Group '' on XX/XX/2023. But at this point, I have very little confidence that they will properly correct this issue. 

In conclusion, Wells Fargo obviously violated the user agreement of this card and did not do their due diligence in resolving this issue, letting erroneous interest charges to go uncontrolled and unmanaged against the customer, myself. The unbelievably long time from XXXX to XXXX that was given to them to resolve this issue also reflects their inaction. 

The statements of XXXX, XXXX, XXXX, XXXX, and XXXX have been attached in this complaint for reference.

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 monetary relief